Application Support Manager

We are seeking a highly skilled and experienced Application support

Manager to manage overall operations and ensure stability and

performance of the bank’s Core Banking, channels and applications. This

includes developing, maintaining, supporting, and optimizing Core

Banking solution end-to-end in collaboration with external vendors,

information security, database and other system experts in line with the

bank's strategic objectives ensuring system stability, performance,

compliance, and alignment with the bank's strategic objectives.

Responsibilities

Deploy new applications and database updates with minimal disruption to operations

• Manage daily operations, Monitor performance, and ensure availability of the core banking platform (e.g., FinEdge, Finacle, Flexcube, Temenos, etc.).
• Manage application upgrades, patches, configuration changes, and migrations in coordination with vendors and internal teams.
• Provide 1st level support and resolution of Core Banking Application-related issues within SLA.
• Record and document RCA (Root Cause Analysis) of all application incidents following the Bank's Standard procedure.
• Carry out checks, review automated alerts, and act on /escalate matters requiring attention.
• Collaborate with business units to gather requirements and implement system enhancements.
• Monitor SLAs with third-party vendors and ensure timely resolution of incidents and service requests.
• Develop and maintain documentation related to architecture, processes, and procedures.
• Ensure compliance with security policies, audit requirements, and regulatory guidelines.
• Support UAT and participate in SIT with business and technical stakeholders for new releases or system changes
• Plan for business continuity, disaster recovery, and high availability of core banking application.

Stay updated with technological trends and propose improvements or innovations.

• Log management and application observability.
• Monitor application and database performance, troubleshooting issues and implementing solutions as needed.
• Develop and enforce best practices for data management, security, and compliance.
• Collaborate with stakeholders to understand business requirements and align application strategies with organizational goals.
• Manage vendor relationships and third-party service providers to ensure the quality and reliability of external systems.
• Ensure the seamless integration of applications across the organization, optimizing efficiency and user experience.

Requirements

COMPETENCIES, SKILLS & ABILITIES

Analytical mindset to identify and address complex issues related to application management.

• In-depth knowledge of enterprise application architecture, development, and maintenance.
• Experience in database management systems, DB2/Oracle and Microsoft SQL is preferred.
• Familiarity with project management tools and methodologies.
• Proactive and self-led; Accountability and Ownership mindset. Willingness to learn and adapt in a fast-paced lean work environment
• Ability to communicate technical information to non-technical stakeholders.
• Hands-on experience with DevOps tools and agile delivery models.
• Familiarity with cybersecurity best practices in banking environments.
• Excellent verbal and written communication skills.

SKILLS

• In depth technical knowledge of core banking software (Finedge) and web services.
• Should be able to comprehend the configurations & customization requirements, provide technical solutions, wherever applicable Manage, monitor and set priorities for design, maintenance, performance and evaluation of Core Banking, channels, applications and its interfaces.
• Understanding of any programming language with a basic understanding in Linux and Microsoft environment.
• Knowledge and experience in modern practices for IT Applications architecture and operations in MFBs or commercial banks to provide guidance on quality improvements and problem management
• Technical skills to effectively perform or guide performance of Application architectural design ensuring that all solutions developed and deployed are in line with the Enterprise Architecture standards
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks
• Experience in Management of Support Contracts, RFP’s and Third-party support providers

RESPONSIBILITIES

Applications Management

Manage, monitor and set priorities for design, maintenance, performance and evaluation of Core Banking, channels, applications and its interfaces.

Database Management Monitor database performance, health and security. Design and Execute policies that protect the system databases within necessary control standards. Develop scripts or codes necessary for system integration

Service Management Provide leadership and oversight for the Core Banking Application and channels to ensure projects, problems, service requests and escalations are dealt with according to defined set of policies, processes, procedures and SLA’s.

IT Application security and Governance Ensure Efficiency and Effectiveness of the Core Banking Technology Applications (systems, people, policy, controls and procedures) with regard to protection against exposure to and impact of risks associated with data loss, corruption and/or unauthorized access.

Business continuity management Provide and execute detailed Disaster recovery plans and procedures for Core Banking and other critical business applications.

People leadership Provides effective leadership to the core banking systems and channels unit, ensuring competency development, succession planning and conducting performance appraisal.

Decision Making Authority Level of autonomy to make informed decisions to resolve problems consulting Head of IT, thus ensuring business operations continuity. Task prioritization and resource planning within the projects and tasks for team and self.

QUALIFICATION & EXPERIENCE

Educational Requirements Bachelor’s degree from an accredited university with preference for Computer Science, Engineering, Information Technology/Systems or IT related field

• Professional certification in Project Management (e.g. PMP, PRINCE2) and/or IT Service Delivery (ITIL). Software delivery certification is an added bonus.

• Experience Requirements

Minimum of 3 years of relevant experience in core banking application management.

Proven experience working in teams and taking ownership of deliverables with minimal or no supervision.