Application Support Analyst

Job description

Responsible for the stability, performance, and reliability of our digital banking core. Ensure “zero-downtime” operations by leading rapid incident response, performing deep-dive root cause analysis (RCA), and collaborating closely with the Finacle Core team to resolve complex integration bottlenecks.

Finacle Support Liaison

Serve as the primary technical point of escalation for all integration issues involving Finacle and coordinate with the Core Banking team to troubleshoot data discrepancies, connectivity drops, and API failures.

Incident Command

Ensure clear communication with stakeholders Problem Management: Ensure the “blameless” RCA process to identify systemic issues and prevent recurring outages in the integration layer.

Recurring Incident Rate

Reduce the volume of repeat incidents by 30% through effective Problem Management and permanent bug fixes.

Monitoring Coverage

Ensure 100% of production microservices have automated health checks and p99 latency alerts.

Environment Health

Monitor the stability of OpenShift and other servers, ensuring the optimal performance of the middleware services running within them.

Proactive Monitoring

Drive the strategy for advanced alerting and logging (using Grafana, Prometheus, ELK, or Dynatrace). Ensure that support teams are alerted to anomalies before they impact end-users.

Patch & Release Support

Oversee the safe deployment of hotfixes and platform updates, ensuring that automated rollbacks are in place for failed changes.

Mean Time To Resolution (MTTR)

Achieve an average MTTR of SLA Compliance: Maintain 99.99% uptime for critical integration gateways connecting to Finacle.

First-Touch Resolution

Increase the percentage of incidents resolved by the Platform Support team without escalating to the Engineering/Development squads.

Qualifications

BSc IT, Computer Sciences or related field. Relevant professional certification such as ITIL Foundation, Sun Certified Java Developer (SCJP), Oracle Certified Associate (OCA), Microsoft Certified Professional and Developer (MCP, MCSD) can be an added advantage.

Experience

3-4years deep operational understanding of Finacle Core Banking (e.g., troubleshooting Finacle Integrator, batch job failures, or ISO8583/REST messaging). Expert-level ability to read and debug Java code. Ability to navigate and troubleshoot Java platform utilities is a significant plus. Strong experience supporting containerized workloads in OpenShift, including log analysis, pod debugging, and resource scaling. Experience with Terraform/Ansible for environment automation and troubleshooting and Kafka/RabbitMQ for message-queue monitoring.

Medium proficiency in Oracle PL/SQL for data investigation and performance tuning within the Finacle database environment.