Senior Application Support Engineer

New requirement: Application Support Specialist Role Overview The Application Support Specialist will be responsible for providing end-to-end functional and technical support for the bank’s omni-channel applications. This includes branch banking web applications, mobile banking platforms, retail internet banking, and corporate internet banking channels. The role involves daily operational support, incident management, log monitoring, participation in release deployments, and coordination with development, infrastructure, and business teams to ensure seamless system operations. Key Responsibilities 1. Daily Operations & Ticket Handling  Address Business-As-Usual (BAU) support emails and queries.  Analyze, prioritize, and resolve Service Requests (SRs) and Incidents raised through the ticketing system.  Provide timely updates and ensure adherence to SLA and compliance guidelines. 2. Monitoring & Issue Analysis  Monitor application error logs, health logs, and performance metrics using tools such as AppDynamics (AppD) or similar APM tools.  Identify anomalies, recurring issues, and potential system risks.  Perform basic/preliminary root cause analysis (RCA) to support issue resolution and escalation. 3. Deployment & Release Support  Provide support during weekend deployments, release rollouts, and change management activities.  Validate application behavior post-deployment and ensure system stability. 4. Bank-wide Technical Activities  Participate in Patch Management, Disaster Recovery (DR) Drills, Database upgrades, and other infra-level activities.  Conduct functional and technical validation of omni-channel applications during these exercises. 5. Collaboration & Continuous Improvement  Work closely with development, QA, infrastructure, and business teams to ensure operational continuity.  Proactively identify issues by monitoring logs and system dashboards, suggesting preventive measures.  Follow Agile methodologies and actively participate in stand-ups, sprint discussions, and retrospectives. Required Qualifications & Skills Educational Qualification  Minimum: Graduate (Bachelor’s degree) in Computer Science, Information Technology, or a related field. Technical Skills  Databases: Basic knowledge of Oracle SQL and MySQL (queries, data lookup, troubleshooting).  Operating Systems: Working knowledge of Linux servers, basic commands, directory structure, and troubleshooting steps.  Programming/Tech Stack: o Basic understanding of Java, JavaScript, and HTML o Ability to review/debug simple code issues is an advantage  Familiarity with APM tools like AppDynamics or similar platforms. Methodology & Soft Skills  Understanding of Agile methodology, sprint processes, and DevOps-aligned workflows.  Strong analytical, problem-solving, and preliminary RCA skills.  Ability to work proactively, especially in issue detection via log monitoring.  Good verbal and written communication skills to interact with cross-functional teams.  Willingness to support weekend deployments and occasional extended hours during critical releases. Preferred Skills (Nice to Have)  Experience in the Banking & Financial Services domain.  Understanding of Omni-channel architectures, API integrations, and microservices.  Knowledge of ticketing systems like ServiceNow, JIRA, or Remedy. Key Competencies  Attention to detail  Ownership and accountability  Team collaboration  Customer-centric approach  Ability to manage multiple tasks

Minimum: Graduate (Bachelor’s degree) in Computer Science, Information Technology, or a related field. Technical Skills: Basic knowledge of Oracle SQL and MySQL (queries, data lookup, troubleshooting). Working knowledge of Linux servers, basic commands, directory structure, and troubleshooting steps. Basic understanding of Java, JavaScript, and HTML; ability to review/debug simple code issues is an advantage. Familiarity with APM tools like AppDynamics or similar platforms. Understanding of Agile methodology, sprint processes, and DevOps-aligned workflows. Strong analytical, problem-solving, and preliminary RCA skills. Ability to work proactively, especially in issue detection via log monitoring. Good verbal and written communication skills to interact with cross-functional teams. Willingness to support weekend deployments and occasional extended hours during critical releases.

Daily Operations & Ticket Handling: address BAU support emails and queries, analyze, prioritize, and resolve service requests and incidents, provide timely updates and adhere to SLA and compliance. Monitoring & Issue Analysis: monitor application error logs, health logs, and performance metrics using AppDynamics or similar APM tools; identify anomalies and perform preliminary RCA. Deployment & Release Support: support weekend deployments, release rollouts, and change management activities; validate application behavior post-deployment. Bank-wide Technical Activities: participate in patch management, DR drills, database upgrades, and other infra-level activities; conduct functional and technical validation during exercises. Collaboration & Continuous Improvement: work with development, QA, infrastructure, and business teams; monitor logs and dashboards for preventive measures; follow Agile practices and participate in stand-ups, sprints, and retrospectives.