The role applies incident and problem management processes to provide resolution to Incidents or appropriate workarounds for problems while seeking to proactively and continuously improve support to the bank’s internal and external customers.
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Job Title: Application Support Engineer Reports to: Core Applications Support Manager
Unit: Information Technology Department: Digital Business
Grade: Band 4 Date: July 2025
Job Purpose Statement
The Application Support Engineer role is responsible for the provision of ICT support to the Core Banking Systems
and other Business systems by providing technical assistance, analysis and solutions to issues reported or escalated
from the service desk as per the documented procedures.
The role applies incident and problem management processes to provide resolution to Incidents or appropriate
workarounds for problems while seeking to proactively and continuously improve support to the bank’s internal
and external customers.
Key Accountabilities (Duties and Responsibilities)
Perspective
Weighting
(%) Output
Daily COB
Services
30% To execute all Daily COB (Close of Business) activities performed across the
Core Banking Systems as per thedocumented procedures.
Incidents
Management
30% To provide 2nd Level Support and ensure the resolution ofservice
incidents escalated to the Support Operations Team, and/or provision of
appropriate workarounds for incidents escalated as problems within the
agreed SLA.
Problem
Management
20% To escalate problems and continuously engage with the 3rd level and/or
3rd party support vendors to ensure timely resolution of all escalated system
faults/bugs on the Core Banking and other Business Systems.
System Administration 15% Perform day-to-day administration duties across the Core Banking and
Business systems platforms so as to ensure system stability and consistent
levels of service delivery.
System Reporting 5% Analysis, design and generation of various reports in anaccurate
manner and distribute in an effective and timely manner development
initiatives that will grow the team’sknowledge and skills.
Reporting Relationships: jobs that report to this position directly and indirectly
Direct Reports N/A
Indirect
Reports
IT Monitoring, Service Desk Officers and Consultants from Technology Vendors
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Job Dimensions
Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful
in this role.
Internal
• Various line managers from the
different Digital Business teams
• Other Heads and Managers
External
• Vendors
• Partners
Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make
(Indicate if it is Operational, Managerial or Strategic). Please alsohighlight any budgetary control responsibility if
applicable for the role.
Operational
• Make execution decisions on day-to-day support incidents.
• Prioritize faults/incidents for resolution or escalate and liaise with vendor on delivery ofsolutions.
• Determine whether to resolve an issue, escalate it to other analysts/seniors or to avendor and
whether to inform senior management of an incident.
• Propose changes by identifying the strengths and weaknesses of alternative solutions, conclusions or
approaches to problems and change activities.
• Considering the relative costs and benefits of potential actions to choose the mostappropriate
one.
• Determining the appropriate software, procedures and resolution steps required toprovide specific
long term solutions.
Work cycle and impact: time horizon and nature of impact (Planning)
(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12months, above 1 year)
Short-Term Planning – 2 weeks – 1 monthLong-Term
Planning – 1 – 3 months
Ideal Job Specifications
• A Bachelor’s degree in Computer Science, Information Technology or related field.
• Minimum 3 years working experience in a busy IT environment as a systems analyst with hands on role in
enterprise database management, application management and relational database design.
• Minimum 2 years support of the current core banking system in the bank (T24) and a certification or
recognized approved training in the same.
• ITIL Foundation certificate is an added advantage,
• One or more IT certifications such as in Microsoft systems, UNIX or Oracle will be anadded
advantage.
• Good understanding of the financial services and how IT contributes to the success ofthe financial
institutions.
• Sound knowledge of Information technology and related support architectures.
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Technical Competencies
• To provide 2nd Level Support and ensure the resolution of service incidents escalated to the Support
Operations Team, and/or provision of appropriate workarounds for incidents escalated as problems
within the agreed SLA.
• Identify, propose and evaluate improvements on the daily COB activities, systems, functionality and
other processes with a view of identifying areas that can be optimized or automated.
• Review updates, test and implement changes and/or enhancements in compliance with the Change
Management Policy.
• Execute System integration testing and subsequent implementation ofsystem upgrades, hotfixes, patch
releases.
• Participate in the design and testing programmes to ensure efficacy of business continuity and disaster
recovery plans in support of IT and business strategies.
• Ensure that root cause analysis is carried out and documentedina knowledgebase that is shared across
the first level team for all incidents.
• Ensure that all known service problems have problem management processes in place i.e. business
acceptable workaroundsare inplace in the interim and that permanent resolutions are delivered within
defined and agreed SLA’s.
• Ensure continual service improvement by carrying out research in new technologies, industry best
practices & innovations and providing recommendations to Manager, IT Support Operations in the
provision of IT support.
• Plan and put into action long-term solutions for resolving recurring difficulties with minimum user
disruption – Document and educate users to resolve simple recurring problems themselves.
• Identify performance degradation trends and problem areas and actively participate in resolution.
• Participate in the implementation of IT related policies and undertake other tasks as may be assigned
from time to time by the seniors in the bank’s IT function.
• Participate in the development and implementation of continuous service improvementplanning within
IT and the business.
• Ensure processes and procedures for all key activities are documented and updated accordingly.
• Work closely with other analysts, ICT management and users of all systems.
• Provide input into IT initiatives and annual planning processes.
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BEHAVIORAL COMPETENCIES
• Technicalskills to effectivelyperform ICT support activities/tasks ina manner that consistently
produces high quality of service.
• Demonstrable track record in the complete systems analysis cycle and relational database
design skills.
• Interpersonal skills to effectively communicate with and manage expectations of internal
customers and other stakeholders who impact performance.
• Attention to detail, ability to multi-task, good time management skills, prudent prioritization
and effective structuring of work assignments.
• Self-empowerment to enable development of open communication, teamwork and trust
that are needed to support true performance and customer-service oriented culture.
• Team player and able to work with minimum supervision.
• Innovative and enterprising to identify and accept change opportunities and effectively
forecast the impact of change and advice/implement interventions to mitigate risk.
• Highly analytical in problem solving with the ability to apply originaland innovative thinking.
