Application Support & Operations

• Provide L2 application support for assigned banking systems with focus on availability, performance, and data integrity
• Analyze and resolve incidents, including root cause analysis and permanent fixes
• Support business-critical payment, collection, and digital banking processes
• Ensure timely resolution of production issues in accordance with SLA and business priorities

Incident, Problem & Change Management

• Manage and participate in Incident, Problem, and Change Management processes in line with ITIL best practices
• Perform root cause analysis (RCA) and drive preventive measures
• Coordinate with vendors, development teams, and infrastructure teams during incidents and changes

Monitoring & Observability

• Proactively monitor systems using Kibana, Grafana, and Zabbix
• Analyze logs, metrics, and alerts to identify performance degradation or risks
• Define and improve monitoring dashboards, alerts, and operational runbooks

Data & Technical Analysis

• Use SQL to analyze application data, transactions, and operational issues
• Support reconciliation, reporting, and investigation of failed or delayed transactions
• Assist business and compliance teams with technical analysis and evidence collection

Documentation & Continuous Improvement

• Maintain support documentation, SOPs, and knowledge base articles
• Identify opportunities for process automation and operational improvements
• Support onboarding of new applications into production support

Communication & Stakeholder Management

• Communicate clearly with business users, vendors, and internal teams
• Provide incident updates, impact assessments, and post-incident reports
• Participate in audits and regulatory reviews related to IT operations

Experience

• Minimum 5+ years of experience in Application Support / IT Operations
• Experience in banking or financial services is a strong advantage
• Proven experience supporting mission-critical systems in production environments

Technical Skills

• Hands-on experience supporting will be a plus:
  • Collection / loan management systems
  • Payment systems (including Bakong and/or SWIFT)
  • Mobile / digital banking applications
  • Contact center platforms
• SQL skills for troubleshooting and data analysis
• Understanding of API-based integrations
• Ability to troubleshoot API issues using tools such as Postman or similar for API testing
• Understanding of Backend architecture (applications server, databases, integrations) and Frontend concepts (web/mobile apps, users flows, client-side issues)
• Experience creating automation scripts to improve support efficiency (PowerShell, Python, etc)
• Experience with monitoring and observability tools:
  • Kibana
  • Grafana
  • Zabbix

IT Service Management

• Solid understanding of ITIL framework
• Practical experience with:
  • Incident Management
  • Problem Management
  • Change Management

Language & Communication

• English (Upper Intermediate) - mandatory
• Ability to communicate complex technical issues in a clear, structured manner

Soft Skills

• Strong analytical and problem-solving mindset
• High sense of ownership and responsibility
• Ability to work under pressure in a production environment
• Team-oriented, with strong collaboration skills
• Attention to detail and focus on operational risk