E-Business Channels Support Officer

• Provide first and second-level support for ARMs digital channels (web mobile and API based partner platforms).
• Investigate transaction and system issues using structured database queries application logs and cloud monitoring tools.
• Monitor and support cloud-hosted applications across AWS and/or Azure environments.
• Perform approved operational tasks via admin portals dashboards and cloud consoles (e.g. configuration validation service health checks).
• Identify recurring incidents and propose automation opportunities to reduce manual intervention and resolution time.
• Provide practical feedback to engineering and product teams on how admin portals dashboards and workflows can be enhanced to enable self-healing or faster issue resolution.
• Support deployment validation and post-release monitoring ensuring issues are detected early.
• Diagnose API and integration issues for partners including authentication latency and data consistency challenges.
• Log incidents and service requests with detailed technical context and resolution steps in the ticketing system.
• Participate in root-cause analysis and contribute to post-incident reviews. Maintain and improve support documentation runbooks and operational playbooks
• Collaborate with DevOps and engineering teams to test and validate automation monitoring and alerting improvements.

Technical Skills

Hands-on experience with AWS and/or Azure including:

o Compute services (EC2 / Azure VMs ECS Kubernetes Docker AKS or equivalent)

o Monitoring and logging (CloudWatch Azure Monitor Application Insights)

o Basic networking concepts (VPCs subnets security groups load balancers)

Strong SQL skills for querying transactional databases in production or read-only environments.

Solid understanding of web mobile and API-based system architectures.

Working knowledge of REST APIs and integration troubleshooting.

Familiarity with CI/CD pipelines and release management processes.

Experience with ticketing and incident management tools (e.g. Jira Manage Engine New Relic Graylog ArgoCD). Innovation and Automation Expectations Ability to spot patterns in incidents and propose automation or configuration-based fixes rather than repeated manual resolution.

Comfort working with admin portals dashboards and internal tools to resolve issues and suggest enhancements.

Ability to articulate automation ideas clearly (e.g. This issue can be resolved via a rule workflow or validation check in the admin portal).

Willingness to collaborate with engineering teams to translate support insights into backlog items or improvement initiatives.

Continuous improvement mindset focused on reducing MTTR manual effort and operational risk.

Behavioral

Automation-first thinking

Strong production troubleshooting skills

Innovative problem-solving mindset

Security and compliance awareness

Clear documentation and stakeholder communication

QUALIFICATION & EXPERIENCE

Bachelors degree in Computer Science Information Technology Engineering or related discipline.

24 years experience in application support DevOps support or cloud operations within a digital or financial services environment