Senior Officer, Application Support (Night Shift)

About the role

The Senior Officer, Application Support will work the night shift to ensure critical banking applications remain operational 24/7. You will monitor performance, troubleshoot incidents, and coordinate with multiple technical teams to maintain high availability and compliance.

Key responsibilities

• Monitor application performance, availability, and transaction processing; analyse logs and metrics to identify bottlenecks.
• Troubleshoot and resolve incidents within agreed SLAs; perform root‑cause analysis for recurring issues.
• Coordinate major incident response and escalation to L2 teams, including Digital Development, Infrastructure, and Database Administration.
• Support production deployments, post‑implementation verification and maintain accurate incident records.
• Maintain operational procedures, runbooks, knowledge base and produce regular operational reports.
• Ensure compliance with IT security, data confidentiality, audit and regulatory requirements.
• Conduct structured shift handovers, covering open incidents, alerts, maintenance, and escalation status.
• Participate in business continuity, disaster recovery and failover validation activities.

Required profile

• Bachelor’s degree in MIS, Computer Science, Information Technology or related field.
• 3–5 years of experience in application/production support or IT operations, preferably in banking or financial services.
• Proven experience managing 24×7 support shifts and major incident command for digital banking or payment systems.
• ITIL certification or equivalent banking system certifications are a plus.

Required skills

• ITSM platforms such as Jira Service Management or ManageEngine.
• Application monitoring tools and end‑to‑end monitoring practices.
• Support of payment systems, APIs, BaaS, mobile banking, internet banking and card systems.
• Understanding of API architecture, system integration flows, network and infrastructure components, and core banking interfaces.
• Strong knowledge of application support and production support processes.