IT Production Support (Mobile Banking)

We are looking for a proactive and service-oriented IT Production Support Specialist to join our Digital team. The candidate will be responsible for supporting production issues and defects related to Banking platforms e.g. Mobile Banking and Back-end applications, ensuring smooth operations and high-quality customer service.

This role requires strong analytical, communication, and technical troubleshooting skills to investigate issues, provide initial resolutions to customers, coordinate with technical teams, and ensure timely follow-up until issues are fully resolved.

Key Responsibilities

• Monitor and support production issues, incidents, and defects related to Banking applications and Digital Platforms.
• Investigate, analyze, and troubleshoot customer-reported issues to identify root causes and provide initial resolution where possible.
• Determine whether issues can be resolved at the support level or require escalation to development or infrastructure teams.
• Escalate defects and critical incidents appropriately while ensuring timely follow-up and resolution tracking.
• Coordinate with related teams e.g. IT teams, Business teams, Vendors, Contact Center to communicate issue status and resolution updates.
• Create and manage incident tickets and defect cases in JIRA or related ticketing systems with clear problem descriptions, impact analysis, and supporting evidence.
• Support incident management, defect tracking, problem management, and post-incident analysis activities.
• Prepare daily, weekly, and monthly reports related to production incidents, defect trends, issue volume, SLA tracking, and service performance.
• Support production deployment validation and post-release monitoring activities.
• Maintain proper documentation for known issues, troubleshooting guides, and operational procedures.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Computer, or related fields.
• Minimum 3–10 years of experience in IT Production Support, Application Support, Incident Management, or Technical Support roles.
• Strong analytical and problem-solving skills with the ability to troubleshoot technical and functional issues.
• Good understanding of production support processes, incident management, defect management, and escalation procedures.
• Experience using ticketing and tracking tools such as JIRA, or similar systems.
• Ability to analyze logs, system behavior, transaction issues, and customer-reported problems.
• Strong service mind with customer-focused thinking and the ability to work under pressure.
• Good communication and coordination skills with both technical and non-technical stakeholders.
• Ability to clearly explain issues, impacts, and troubleshooting findings to IT teams and business users.
• Experience preparing reports, incident summaries, SLA reports, and management updates.
• Basic technical knowledge related to APIs, databases, mobile applications, system integrations, or backend services is an advantage.
• Good communication skills and service mind.