Senior Analyst, RMWB Application Support

JOB PURPOSE / ROLE: Responsible for the stable, secure and controlled operation of the Bank's Retail Mobile and Web Banking (RMWB) applications and related digital banking services. The role provides end-to-end application support ownership, coordinates incidents, problems, changes and releases, manages technical dependencies and vendors, and ensures service performance, transaction integrity, customer experience, resilience, regulatory compliance and documentation requirements are maintained. OBJECTIVES AND KEY RESPONSIBILITIES: Objectives: • Maintain agreed availability, performance and service levels for the RMWB applications and supporting services. • Ensure critical incidents, recurring problems, customer-impacting issues, transaction failures and production risks are managed within agreed timelines. • Maintain current application ownership records, support documentation, monitoring controls and recovery procedures. • Reduce recurring incidents and customer impact through root-cause analysis, preventive remediation and controlled technical improvements. • Strengthen internal support capability and knowledge retention for the RMWB applications. Responsibilities: • Act as the primary support owner for the Retail Mobile and Web Banking applications, services and technical components. • Coordinate incident, problem, change and release activities across application, infrastructure, database, integration, network, security, operations and vendor teams. • Monitor application health, performance, capacity, customer transactions, authentication services, interfaces, APIs, scheduled jobs, logs and operational controls. • Lead investigation of production issues, failed customer journeys, transaction exceptions, login and authentication problems and integration failures, coordinate root-cause analysis and ensure corrective and preventive actions are completed. • Ensure application patches, mobile and web platform upgrades, vulnerability remediation, certificate renewals and end-of-life actions are planned and completed. • Coordinate testing, deployment, rollback planning, production readiness, app-store release coordination and post-implementation validation for RMWB changes. • Maintain application inventories, architecture and interface references, customer-journey and data-flow documentation, runbooks, support procedures, access matrices and recovery documentation. • Ensure compliance with enterprise architecture, information security, data privacy, change-management, audit and regulatory requirements. • Manage vendor performance, technical support cases, maintenance obligations, service-level commitments and escalations. • Coordinate business continuity and disaster-recovery testing and address identified recovery gaps. • Provide management reporting on service availability, incidents, problems, customer-impact events, risks, transaction failures, capacity, technical debt and improvement plans. • Ensure effective knowledge transfer and operational handover for new or enhanced RMWB capabilities. • Oversee the release of other non-related technology / application to ensure oversight and additional control as part of segregation of duties. QUALIFICATIONS & EXPERIENCE: Academic Qualifications (Minimum Requirement): • Bachelor’s degree in computer science, Information Technology, Software Engineering or a related field. Professional Certifications (Minimum Requirement / Preferred): • ITIL certification is preferred. • Relevant mobile banking, web banking, digital channels, integration or application-support certification is an advantage. • Relevant information security, cloud, DevOps or banking-technology certification is an advantage. Minimum Experience: • At least 8 years of application support or technology operations experience, including experience supporting critical enterprise or banking applications. • Practical experience with mobile and web banking applications, customer authentication, digital transactions, interfaces and APIs, databases, monitoring and production-incident troubleshooting is preferred.

Bachelor’s degree in computer science, Information Technology, Software Engineering or a related field. ITIL certification is preferred. Relevant mobile banking, web banking, digital channels, integration or application-support certification is an advantage. Relevant information security, cloud, DevOps or banking-technology certification is an advantage. At least 8 years of application support or technology operations experience, including experience supporting critical enterprise or banking applications. Practical experience with mobile and web banking applications, customer authentication, digital transactions, interfaces and APIs, databases, monitoring and production-incident troubleshooting is preferred.

Act as the primary support owner for the Retail Mobile and Web Banking applications, services and technical components. Coordinate incident, problem, change and release activities across application, infrastructure, database, integration, network, security, operations and vendor teams. Monitor application health, performance, capacity, customer transactions, authentication services, interfaces, APIs, scheduled jobs, logs and operational controls. Lead investigation of production issues, failed customer journeys, transaction exceptions, login and authentication problems and integration failures, coordinate root-cause analysis and ensure corrective and preventive actions are completed. Ensure application patches, mobile and web platform upgrades, vulnerability remediation, certificate renewals and end-of-life actions are planned and completed. Coordinate testing, deployment, rollback planning, production readiness, app-store release coordination and post-implementation validation for RMWB changes. Maintain application inventories, architecture and interface references, customer-journey and data-flow documentation, runbooks, support procedures, access matrices and recovery documentation. Ensure compliance with enterprise architecture, information security, data privacy, change-management, audit and regulatory requirements. Manage vendor performance, technical support cases, maintenance obligations, service-level commitments and escalations. Coordinate business continuity and disaster-recovery testing and address identified recovery gaps. Provide management reporting on service availability, incidents, problems, customer-impact events, risks, transaction failures, capacity, technical debt and improvement plans. Ensure effective knowledge transfer and operational handover for new or enhanced RMWB capabilities. Oversee the release of other non-related technology / application to ensure oversight and additional control as part of segregation of duties.