Application Support Analyst

About this role

The role focuses on maintaining the stability, performance and reliability of the company’s digital banking core. It acts as the main technical escalation point for Finacle integration issues and collaborates with the Core Banking team to resolve data and connectivity problems, with a target of reducing repeat incidents and achieving high system uptime. The job requires supporting containerised workloads in OpenShift, monitoring middleware, and driving proactive alerting and logging strategies. It is suitable for someone with deep Finacle Core Banking operational experience, strong Java skills, and experience with deployment and monitoring tools. The employer is Stanbic IBTC, a Nigerian financial services group offering personal, business, corporate and wealth management banking services with extensive branch and digital platforms."

What you would do

• Act as the primary escalation point for Finacle integration issues and coordinate with the Core Banking team to troubleshoot data discrepancies and API failures.
• Lead incident response and perform root cause analysis to prevent recurring outages in the integration layer.
• Maintain automated health checks and latency alerts for production microservices to ensure operational readiness.
• Monitor OpenShift environments and middleware services to ensure stable performance.
• Drive proactive monitoring strategies using Grafana, Prometheus, ELK or Dynatrace and alert support teams to anomalies.
• Oversee safe deployment of hotfixes and platform updates with automated rollback plans.
• Aim to achieve average MTTR of less than 45 minutes for critical P1 integration incidents.
• Ensure 99.99% uptime for critical integration gateways connecting to Finacle.
• Improve first-touch resolution so fewer incidents require escalation to Engineering/Development teams.
• Coordinate patch and release support to minimise disruption and maintain service levels.

What they are asking for

• BSc in IT, Computer Science or a related field.
• Professional certifications such as ITIL Foundation or others can be advantageous.
• 3–4 years of hands-on experience with Finacle Core Banking and related integration troubleshooting.
• Expertise in reading and debugging Java code and navigating Java platform utilities.
• Strong experience with containerised workloads in OpenShift, including log analysis and pod debugging.
• Experience with Terraform/Ansible for environment automation and Kafka/RabbitMQ for queue monitoring.
• Medium proficiency in Oracle PL/SQL for data investigation and performance tuning in Finacle databases.

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