Application Support Engineer (L2 Banking Support )

Job Description

• To ensure adherence to ITS internal procedures regarding Quality, Security, Incident Management, Problem Management, Change Management and Service Level Management.
• To provide end to end support/operations service to ITS clients through investigation, diagnosis, fix preparation and provision (in case no source code change is needed), L3 management through OLA (in case source code change is needed), patches installation on UAT and finally help customer with testing fixes.
• To provide the client means to resolve tickets and to provide information and knowledge about the solution.
• To provide scripts for data rectification for data-related issues cause by a bug in ITS modules.
• To find root causes through problem management to reduce incidents and increase customers satisfaction.
• To manage change lifecycle end to end so that customer new requirements are addressed as fast as possible.
• To perform health check on the application level.
• To manage smooth handover from implementation projects.

Job Requirements

• Bachelor’s degree, (preferably in Computer Science , IS or engineering)
• 2-10 relevant experience in SW/DB development/application support role
• ITIL (preferably)
• Good functional knowledge of the banking/finance industry
• Good technical knowledge
  1. Programing: .net or java
  2. Database: Oracle or Sybase or SQL Server
• Good knowledge of customer service