Senior Support Analyst (Banking)

Role Overview

The role will focus on investigating and resolving incidents and service requests, coordinating with technical teams and vendors, and ensuring stable and reliable digital banking services across international subsidiaries.

Key Responsibilities

• Provide application and production support for Digital Banking systems.
• Investigate and troubleshoot technical and functional issues using logs, databases, APIs, and monitoring tools.
• Manage and follow up on incidents, service requests, and change requests.
• Coordinate with development, infrastructure, vendors, and business teams to resolve issues within agreed SLAs.
• Communicate incident progress and resolutions clearly with internal stakeholders and subsidiaries.
• Perform root cause analysis and identify recurring issues for continuous improvement.
• Monitor production systems and help identify service disruptions or abnormalities.
• Support testing of bug fixes, patches, releases, and production deployments.
• Review change requests and assist with functional/technical validation.
• Maintain support documentation, procedures, knowledge bases, and operational reports.
• Support project-to-production handovers and contribute to process and service improvements.

Requirements

• Bachelor’s degree in IT, Computer Science, Engineering, or a related field.
• 3–5 years of experience in application support, production support, IT operations, or technical support.
• Experience in Digital Banking, Payments, Internet/Mobile Banking, or financial technology environments.
• Good knowledge of SQL, application logs, production troubleshooting, and monitoring tools.
• Understanding of REST/SOAP APIs, XML, JSON, web services, and system integrations.
• Familiarity with ITIL processes, particularly Incident, Problem, Change, and Release Management.
• Strong analytical and problem-solving skills.
• Good communication skills with both technical and non-technical stakeholders.
• Good command of written and spoken English.
• Able to prioritize tasks and work effectively in a production/support environment.

Nice to Have

• Experience with tools such as Splunk, ELK, Grafana, or Dynatrace.
• Knowledge of digital payments, payment flows, authentication, APIs, or partner integrations.
• Experience working with external vendors or service providers.
• Banking or financial services experience.
• Familiarity with Jira, ServiceNow, or similar ticketing tools.
• Experience working in Agile environments.