Application Support and Maintenance Specialist at Stanbic IBTC

Main Purpose of the Job

• Application Support Management-Responsible for the Support and Administration of the Bank Application (Finacle & Pricing & Reports) and Services (UNIX) used by the Production for business continuity.
• Application maintenance Management -Management and Delivery of content and Services Online; tracking and ensuring all application defects and requirement are promptly resolve.

Key Responsibilities

• Providing capacity planning, monitoring, and maintenance of the Bank Application (Finacle & Pricing & Reports etc)
• Understanding, in depth, the business processes supported by the Bank Application (Finacle & Pricing & Reports etc)
• To maintain production environments relating to online services. This will include development, DR and production Applications.
• To ensure that applications are maintained in a manner that supports delivery of services to multiple platforms(Peripherals) , resilience, and performance
• To ensure continuity of the business processes supported by one or many applications / services
• Ensuring continuity and quality by owning the resolution of issues across platforms. Tracking progress and escalating as appropriate unless resolution reached
• To ensure standards and guidelines are applied and maintained across applications for administration, deployment and monitoring over a range of platforms that largely comprises Bank standard Process flow. This includes applications, web server components and databases
• To ensure applications and services processes and outputs are error free and complete
• Identifying faults and issues and recommending appropriate paths to resolution, and fixing as appropriate
• Ensuring appropriate contingency/workaround  procedures are in place for process failure or defect pending resolution ensuring business continuity
• Managing change control (CR) implications for designated Application
• Contributing to process development and best practice. Looking at new ways to improve resilience, performance levels and supportability
• To ensure that applications and related services are documented and kept in a path accessible by the Team
• To establish and maintain effective working relationships with all stakeholders
• Reviewing and ensuring complete and appropriate handover of documentation prior to operational acceptance of new or changed applications
• To undertake advanced administration tasks as required e.g. to support problem resolution
• To support the development teams and the 24/7 group in deploying applications and solving problems and
• To participate in the on-call support to the 24/7 team
• Manages and meeting weekly with Application Vendors to review and provide resolution to End users issue. Evaluating Remedy incidence/work request and tracking issues

Key Performance Measures

• Percentage uptime of application systems and software
• Number of user-reported application-related issues resolved
• IT Audit rating by Internal Audit, Routine Control, and external audit
• No service impact as a result of application issue
• Reduced number of incidents
• Successful resolution of applications issue
• Successful guidance(Businesswise and technically) on application usage and module functionalities
• Meet deadlines on task assigned
• Ensure that service disruptions due to system downtime are minimized

Key Applications to Support and maintain

PRIMARY
1. CRM-CIF                
2. LIABILITY (CASA,TD, ISLAMIC DEPOSIT)  
3. GL
4. PRICING                
5. ESB - RCM
6.  PRAGMATIC
7. CLIREC
8. CABAL
9.  SAP HR
10. DATASTORE
11. EOD/EOM/EOY                                             
12. REPORT 

SECONDARY
1.CRM-ORIGINATION     
2.ASSET (LOAN,OD,TOD,LMS,ISLAMIC LOAN)     
3.AML
4.CREDIT REF                 
5.CREDIT REG                                                         
6.HP&L
7.PAS                               
8.PRIME                                                                    
9.ACH
10.E-COLLECTION          
11.SPREADPAC
12.RTGS  
13.CLEARING                
14.GORI                                                                  
15.MOD
16.NIBSS/NACS             
17.MAVEN                                                              
18.ODW

Important Relationships

• End users
• Infrastructure Team
• Production Team
• Application support team
• Functional Support team
• Business units
• Exchange team
• IT Security Team
• Software vendors