Senior Application Support Officer

Job Description

1. Application Support

Provide the following Application Support services for Union Bank's software applications:

Provide deep technical investigation of issues/incidents/problems encountered by supported applications as well as provide or suggest immediate, preventive and perfective solutions

Provide assistance and mentorship to other support engineers as well as general assistance to peers

Provide the following Application Support services, assess issues and provide solutions for problems that cannot be handled by tier 1.

Initial diagnostic / troubleshooting for severity 3 and 2 issues o Severity 3 and 2 issues are defined as abrupt application problems and malfunctions but not bugs respectively.

Incident escalation of severity 1 issues or any incident that requires software coding to Union Bank's application development team

Assess impact of application rollouts and be on standby for such occasions

Assist in building the knowledgebase / runbook.

Maintain a system to generate information

Assists Team Lead in monitoring and maintaining assigned Ticket SLA compliance

2. Change Management

Work with the Change Managers to review and impact new business requirements.

Contribute to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, change roll-out plans etc.

3. System Ownership

Parameter Maintenance

Implements the controls instituted to ensure the integrity of Core and non-Core system parameters.

Performs maintenance of Core and non-Core system parameters related to both for UAT and Production Environments:

Access Control

Grants the access rights to data/information according to the security categories defined by the Business/Product Owner

Ensures that changes are monitored and controlled. Co-signs the endorsement and implementation approval together with the Business/Product Owner

Approves application system roles and the corresponding access rights in the User Access Matrix (UAM) and updates same annually, together with Business Owners.

Allows access to all application systems including the appropriate access rights (or privileges) with such authorization recorded in an Access Control List (ACL)

4. Functional Help Desk

nticipates potential problem sit.

Receives all incoming calls at the helpdesk and updates the status of tickets.

Provides immediate solutions to the application related-problems already encountered before and have been logged previously.

Identifies and escalates to the appropriate resource, problems requiring urgent attention.

Tests resolutions of problems to see first-hand if resolution yields acceptable results. If accepted, endorses the solution suggested and communicates to the users concerned.

Tracks problems logged and ensures that appropriate problem resolution has occurred and that system issues are addressed and communicated accordingly.

Responds to queries of users concerning their access to the system and advises them on the appropriate course of action.

5. User Acceptance Testing

Conduct Users Acceptance Testing (UAT) to verify and certify the integrity and reliability of new programs/enhancements prior to its integration to the system.

Understand the nature and scope of the enhancement requested.

Prepare test conditions and test scripts ensuring that all aspects are covered.

Execute the tests and log results

Revert programs to Application Development the findings if necessary.

Perform defect retest and regression testing.

Assist the users in their acceptance testing and ensure that the issues are resolved to the satisfaction of the end users.

Assist the Team Leader in identifying weaknesses/errors/ inefficiencies in the system and recommends enhancement/ revisions/corrections that will address such weaknesses/errors

Assists the Team Lead in formulating new or updating existing training programs that would enhance the proficiency and understanding of end users

Update the Job Cards for every enhancement or revision to the applications.

6. Training

Assists the Team Lead in formulating new or updating existing training programs that would enhance the proficiency and understanding of end users

Update the Job Cards for every enhancement or revision to the applications.

Qualifications

Technical/Functional Skills

Product/System Knowledge

Consistency of sustaining work quality

Independent and self- motivated with the ability to effectively manage their time

Intimate knowledge of an organization's computing systems

Ability to explain complex ideas to those with limited IT and systems knowledge

Compliance in internal/external audit requirements

Productivity

Service quality

o Turn-around time of problem resolution requiring immediate resolution.

o Minimal or no re-call/revert back of enhancement tested due to uncovered aspects