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
- 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.
- 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.
- Deployment & Release Support
Provide support during weekend deployments, release rollouts, and change management
activities.
Validate application behavior post-deployment and ensure system stability.
- 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.
- 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
