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Job Summary

• The E-Business Channels Support Lead oversees the support and operational stability of digital business channels (web, mobile, API/partner integrations). This role ensures service reliability, prompt issue resolution, proactive monitoring, and effective stakeholder communication. The Support Lead will also mentor the team, manage access to business-critical systems (including databases), and drive process improvements to enhance customer experience and operational efficiency.

Job Details

Operational Leadership 

• Own the availability, performance, and operational resilience of all e-business channels. 
• Serve as the primary escalation point for high-severity incidents and cross-channel outages. 
• Ensure adherence to SLAs, OLAs, and incident response standards. Lead incident command during major outages, coordinating DevOps, Engineering, Product, and Business teams. 
• Oversee controlled access to production systems, cloud platforms, admin portals, and databases in line with governance policies. 

DevOps & Cloud Oversight 

• Provide technical oversight of AWS and/or Azure environments supporting digital channels.
•  Review monitoring, logging, and alerting configurations to ensure proactive detection of issues. 
• Partner with DevOps and Engineering teams on release readiness, deployment strategies, and rollback plans. 
• Validate cloud operational procedures executed by the Support Officer.

 Automation & Continuous Improvement

•  Drive an automation-first support strategy, reducing manual interventions and repeat incidents. 
• Review recurring incidents and approve automation or configuration-based solutions. 
• Champion the enhancement of admin portals, dashboards, and operational tooling to enable faster resolution and self-healing. 
• Translate support insights into structured improvement initiatives and backlog items. 
• Track and report measurable benefits from automation (e.g., MTTR reduction, incident volume reduction). 

Team Leadership & Capability Development 

• Lead, mentor, and develop all members of the team. 
• Define clear runbooks, playbooks, and escalation procedures. 
• Set performance objectives aligned with reliability, automation, and service excellence. 
• Build a culture of accountability, learning, and continuous improvement.

 Stakeholder & Partner Engagement 

• Act as the interface between Technology, Business Units, and external API partners. 
• Provide clear communication on incidents, risks, and service performance to senior stakeholders. 
• Support partner onboarding, operational readiness, and issue resolution.

Requirements

• Strong SQL skills with experience querying complex databases for transaction support and analysis. 
• Hands-on experience with support tools (ticketing systems like Jira, Managed Engine), monitoring platforms (New Relic, Sentry, CloudWatch, ArgoCD, Graylog), and API management. 
• Excellent understanding of web and mobile application architecture
• Experience with RESTful APIs and troubleshooting partner integrations
• Ability to interpret logs, trace requests, debug problems, and explain technical issues to non-technical stakeholders. 
• Leadership or mentoring experience; ability to prioritize tasks across multiple channels. 
• Strong communication, problem solving, customer service orientation, and decisionmaking skills. 
• Familiarity with security best practices, data access governance, and compliance standards (e.g., ISO27001, NDPR). 
• Experience in incident management frameworks (ITIL). 
•  Knowledge of cloud platforms (AWS, Azure) and serverless or containerized environments (Kubernetes, Docker). 
• Innovation & Automation Leadership Expectations 
• Ability to think beyond incident resolution and design operational improvements. 
• Strong appreciation of how admin portals, configuration tools, and workflows can eliminate support bottlenecks. 
• Capability to challenge existing processes and recommend smarter, scalable alternatives. 
• Experience working with product and engineering teams to deliver automation outcomes. 
• Comfort translating operational pain points into structured solutions and business value.

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Job Summary

• The E-Business Channels Support Officer provides technical and operational support across ARM’s digital business channels (web, mobile, and API/partner platforms). The role combines application support, cloud (AWS and/or Azure) operational skills, and a strong automation mindset. The officer is expected not only to resolve incidents but also to identify repeat issues and proactively recommend automation and self-service improvements through admin portals, configuration tools, and workflow enhancements.

Job Details

• Provide first and second-level support for ARM’s digital channels (web, mobile, and API based partner platforms). 
• Investigate transaction and system issues using structured database queries, application logs, and cloud monitoring tools. 
• Monitor and support cloud-hosted applications across AWS and/or Azure environments. 
• Perform approved operational tasks via admin portals, dashboards, and cloud consoles (e.g., configuration validation, service health checks). 
•  Identify recurring incidents and propose automation opportunities to reduce manual intervention and resolution time. 
• Provide practical feedback to engineering and product teams on how admin portals, dashboards, and workflows can be enhanced to enable self-healing or faster issue resolution. 
• Support deployment validation and post-release monitoring, ensuring issues are detected early. 
• Diagnose API and integration issues for partners, including authentication, latency, and data consistency challenges. 
• Log incidents and service requests with detailed technical context and resolution steps in the ticketing system. 
•  Participate in root-cause analysis and contribute to post-incident reviews. Maintain and improve support documentation, runbooks, and operational playbooks
• Collaborate with DevOps and engineering teams to test and validate automation, monitoring, and alerting improvements.

Requirements

• Technical Skills 
• Hands-on experience with AWS and/or Azure, including: 
• Compute services (EC2 / Azure VMs, ECS, Kubernetes, Docker, AKS, or equivalent) 
• Monitoring and logging (CloudWatch, Azure Monitor, Application Insights)
• Basic networking concepts (VPCs, subnets, security groups, load balancers)
•  Strong SQL skills for querying transactional databases in production or read-only environments. 
• Solid understanding of web, mobile, and API-based system architectures. 
• Working knowledge of REST APIs and integration troubleshooting. 
• Familiarity with CI/CD pipelines and release management processes. 
• Experience with ticketing and incident management tools (e.g., Jira, Manage Engine, New Relic, Graylog, ArgoCD). Innovation and Automation Expectations Ability to spot patterns in incidents and propose automation or configuration-based fixes rather than repeated manual resolution. 
• Comfort working with admin portals, dashboards, and internal tools to resolve issues and suggest enhancements. 
• Ability to articulate automation ideas clearly (e.g., “This issue can be resolved via a rule, workflow, or validation check in the admin portal”). 
• Willingness to collaborate with engineering teams to translate support insights into backlog items or improvement initiatives. 
• Continuous improvement mindset focused on reducing MTTR, manual effort, and operational risk. 

Behavioral 

• Automation-first thinking
•  Strong production troubleshooting skills 
• Innovative problem-solving mindset 
• Security and compliance awareness 
• Clear documentation and stakeholder communication

QUALIFICATION & EXPERIENCE 

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related discipline. 
• 2–4 years’ experience in application support, DevOps support, or cloud operations within a digital or financial services environment