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.