Application Support Analyst at Stanbic IBTC

Job Description

• Responsible for the stability, performance, and reliability of our digital banking core. Ensure “zero-downtime” operations by leading rapid incident response, performing deep-dive root cause analysis (RCA), and collaborating closely with the Finacle Core team to resolve complex integration bottlenecks.
• Finacle Support Liaison: Serve as the primary technical point of escalation for all integration issues involving Finacle and coordinate with the Core Banking team to troubleshoot data discrepancies, connectivity drops, and API failures.
• Incident Command: Ensure clear communication with stakeholders Problem Management: Ensure the “blameless” RCA process to identify systemic issues and prevent recurring outages in the integration layer.
• Recurring Incident Rate: Reduce the volume of repeat incidents by 30% through effective Problem Management and permanent bug fixes.
• Monitoring Coverage: Ensure 100% of production microservices have automated health checks and p99 latency alerts.
• Environment Health: Monitor the stability of OpenShift and other servers, ensuring the optimal performance of the middleware services running within them.
• Proactive Monitoring: Drive the strategy for advanced alerting and logging (using Grafana, Prometheus, ELK, or Dynatrace). Ensure that support teams are alerted to anomalies before they impact end-users.
• Patch & Release Support: Oversee the safe deployment of hotfixes and platform updates, ensuring that automated rollbacks are in place for failed changes.
• Mean Time To Resolution (MTTR): Achieve an average MTTR of < 45 minutes for critical (P1) integration incidents.
• SLA Compliance: Maintain 99.99% uptime for critical integration gateways connecting to Finacle.
• First-Touch Resolution: Increase the percentage of incidents resolved by the Platform Support team without escalating to the Engineering/Development squads.

Qualifications

• BSc IT, Computer Sciences or related field.
• Relevant professional certification such as ITIL Foundation, Sun Certified Java Developer (SCJP), Oracle Certified Associate (OCA), Microsoft Certified Professional and Developer (MCP, MCSD) can be an added advantage.

Experience:

• 3-4years deep operational understanding of Finacle Core Banking (e.g., troubleshooting Finacle Integrator, batch job failures, or ISO8583/REST messaging).
• Expert-level ability to read and debug Java code. Ability to navigate and troubleshoot Java platform utilities is a significant plus. Strong experience supporting containerized workloads in OpenShift, including log analysis, pod debugging, and resource scaling.
• Experience with Terraform/Ansible for environment automation and troubleshooting and Kafka/RabbitMQ for message-queue monitoring. Medium proficiency in Oracle PL/SQL for data investigation and performance tuning within the Finacle database environment.

Additional Information:
Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Checking Things
• Documenting Facts
• Embracing Change
• Following Procedures
• Interpreting Data
• Producing Output

Technical Competencies:

• Application Support
• Business Analysis Environments and Perspectives
• Business Continuity and Disaster Recovery Planning
• Continuous Deployment
• Database Administration
• Project Management (Project Mgmt)
• Stakeholder Management
• Testing (unit, regression, integration).