Monitor IT Applications uptime and performance through monitoring tools, alerts, dashboards etc.
Analyze and resolve application-related issues escalated from the bank’s Level 2 support team during operations and maintain proper documentation/logs for resolution provided.
Co-ordinate with application vendors’ support in case of product bugs/enhancements and follow up for early resolution.
Owning all application related calls, problems and incidents assigned in the IT service desk system to carry out problem investigation and analysis, follow-up with the respective teams and update the status with issue resolution and follow-up for closure.
Schedule, plan and execute the installation and testing of new products, upgrades, patches, or improvement to the applications.
Gather system enhancement, data extract requests and reporting requirements from system users and work closely with the information technology team to develop detailed technical requirements and resulting specifications.
Maintain the performance of banking systems by proactively monitoring system capacity and availability, analyzing performance, tuning systems for optimal performance, troubleshooting network issues, and escalating problems to the vendor when necessary.