Role Statement

The Application Support Analyst - eChannel is responsible for providing technical support and ensuring the smooth operation of various banking applications and systems, particularly those related to eChannel services. The role involves troubleshooting and resolving technical issues, providing user support, and working closely with vendors to manage and enhance system performance. The Analyst ensures that all reported issues are promptly addressed and resolved to maintain the highest level of service for both internal teams and business users. The analyst shall also be responsible for functional and technical enhancement of the application as and when needed.

Principal Responsibilities

Technical Support:

• Possess in-depth knowledge of operating systems, applications, and banking software.
• Manage and deliver functional and technical enhancement of eChannel application related to ATM, FFM, CDM and MFK.
• Provide hands-on troubleshooting and resolution of problems related to ATMs, FFM (Funds Flow Management), MFK (Multi-Function Kiosk), Switch, and Card Management Systems.
• Identify and resolve technical issues, offering support to teams within the department and to business users as required.
• Deliver necessary technical support for various applications, system-level software, and other general banking applications.
• Provide assistance to users regarding the use of various applications, ensuring they have the necessary tools and knowledge to perform their tasks efficiently.

Issue Resolution:

• Ensure prompt, efficient, and effective analysis of problems reported by users.
• Ensure the successful and timely resolution of reported issues, minimizing downtime and disruption.
• Responsible for providing necessary solutions for any malfunctioning of applications, ensuring they are back online and functional as quickly as possible.
• Maintain a comprehensive database of queries and resolutions using a ticketed query system.

User and Vendor Interaction:

• Ensure successful training is provided to users and IT operators on the use of various applications and on troubleshooting common issues.
• Maintain records of issues and the solutions provided, ensuring transparency and consistency in issue resolution.
• Interact and follow up with vendors on problems and enhancements reported to them, ensuring that all external support is aligned with the bank’s requirements and standards.

Documentation and Reporting:

• Maintain documentation of all enhancement delivered in production.
• Maintain backlog list of all business and technical enhancement
• Document all issues and resolutions, ensuring that a comprehensive log is maintained for future reference.
• Report on the status of issues and resolutions to the eChannel Support Manager or IT Support Manager.
• Ensure that all technical support activities are documented and that any patterns or recurring issues are identified and addressed proactively.

Candidate Specifications

• University degree in the field of computer science or equivalent.
• 5 Years’ Experience on banking Industry including relevant experience on Switch technology, eChannels. such as ATM, FFM, MFKs and card management system.