Applications Support Officer

Experience & Qualifications

• Bachelor’s degree in computer science or information technology
  
• Proven experience with Oracle and SQL database management and advanced querying techniques.
  
• Strong programming skills with experience developing and maintaining in-house tools (preferably Python, Java, or equivalent).
  
• Hands-on experience with Robotic Process Automation (RPA) tools and automation frameworks.
  

Application Management & Support

• Manage and support Core Banking Applications (CBA) and all non-CBA applications ensure optimal performance.
  
• Develop, maintain, and regularly update operational documentation for all supported applications. Perform system administration including software installation, configuration, tuning, and performance monitoring.
  
• Administer and optimize Oracle and SQL databases; perform complex queries for troubleshooting, reporting, and automation purposes.
  

Programming & In-House Tools Development

• Write, test, and maintain code for in-house automation and application support tools using relevant programming languages (e.g., Python, Java, SQL, or similar).
  
• Lead the design, development, and deployment of custom software solutions to address business process needs and improve operational efficiency.
  
• Manage, monitor, and enhance existing in-house tools, ensuring they remain up-to-date, reliable, and aligned with evolving business requirements.
  

Automation & Process Improvement

• Lead and execute automation initiatives using Robotic Process Automation (RPA) tools to streamline repetitive operational tasks and improve system efficiency.
  
• Identify manual processes suitable for automation and develop scalable solutions.
  
• Collaborate with cross-functional teams to integrate automation workflows with existing system.
  

System Maintenance & Security

• Conduct routine system maintenance, including backups, restorations, and disaster recovery testing aligned with the bank’s policies.
  
• Monitor system health and performance; proactively resolve potential issues.
  
• Ensure strict enforcement of security protocols to prevent unauthorized access to systems and data.
  

Interface & Integration Management

• Supervise development and maintenance of Core Banking Application interfaces with third-party applications ensuring robust integration and data consistency.
  
• Ensure timely download and secure storage of EOD reports accessible to authorized personnel.
  

User Support & Training

• Provide timely and effective support to users according to SLA guidelines.
  
• Develop and conduct training sessions to build user competency on key business applications and in-house tools.
  
• Manage service desk operations, monitor ticketing systems, and resolve escalated incidents efficiently.
  

Compliance & Documentation

• Ensure compliance with internal policies, country regulations, and Group standards.
  
• Prepare and provide evidence for audit and compliance reviews.
  
• Maintain accurate records of licenses, service contracts, and maintenance agreements.
  

Service Levels Management

• Management and monitoring of appropriate licence, maintenance and service level contracts