Applications Support Analyst

The Applications Support Analyst 2 is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.

Responsibilities:

• Strong experience in supporting critical banking applications in a production environment.
• Proven ability to manage and resolve high-priority incidents within SLA timelines.
• Skilled in troubleshooting application failures and performing root cause analysis.
• Experience collaborating with development, infrastructure, and business teams to resolve issues.
• Track record of driving incident reduction and service stability initiatives.
• Knowledge of change management, release support, and production validation activities.
• Strong analytical skills to identify trends, risks, and opportunities for process improvement.
• Effective stakeholder management and communication during critical incidents.
• Experience working in global support environments and coordinating across multiple teams.
• Strong focus on operational excellence, risk management, and compliance with control requirements.
• Ability to work under pressure and prioritize competing business demands.
• Continuous improvement mindset with experience automating manual processes and enhancing monitoring capabilities.

• Technical Skills

  • Big Data Technologies: Hadoop, Hive, Spark, HDFS, Big Data Processing, Data Analysis
  • SQL & Databases: Advanced SQL, Query Optimization, Data Analysis, Oracle, SQL Server, Database Troubleshooting
  • Microservices & APIs: Microservices Architecture, REST APIs, Service Integration, API Monitoring, Distributed Systems Troubleshooting
  • Application Support: Production Support, Application Monitoring, Service Availability Management, Application Health Checks
  • Incident Management: Major Incident Management (P1/P2), Incident Triage, Service Restoration, Root Cause Analysis (RCA), Problem Management
  • Change Management: Change Implementation, Risk Assessment, CAB Support, Release Validation, Production Deployments, Rollback Planning
  • Monitoring & Observability: Splunk, Dynatrace, AppDynamics, ELK, Application Performance Monitoring (APM)
  • Batch & Job Scheduling: Control-M, Autosys, Mainframe Batch Monitoring, Job Recovery, Batch Operations
  • Mainframe Technologies: JCL, TSO/ISPF, SDSF, Batch Processing, Production Support
  • ITSM Tools: ServiceNow, Jira, Incident and Change Ticket Management
  • Operating Systems: Linux/Unix, Windows Server
  • DevOps & Release Support: CI/CD Concepts, Deployment Validation, Environment Support
  • Banking & Financial Services: Banking Applications Support, Operational Risk Management, Compliance & Controls

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