Application Support Analyst

Stanbic IBTC Bank is a leading African banking group focused on emerging markets globally. It has been a mainstay of South Africa's financial system for 150 years, and now spans 16 countries across the African continent. Standard Bank is a firm believer in technical innovation, to help us guarantee exceptional client service and leading edge financial solutions. Our growing global success reflects our commitment to the latest solutions, the best people, and a uniquely flexible and vibrant working culture. To help us drive our success into the future, we are looking for resourceful individuals to join our dedicated team at our offices. We are recruiting to fill the position below:

Job Title: Application Support Analyst Job Ref ID: 80457153A-0001

Location: Walter Carrington Crescent, Lagos Business Segment: Group Functions

Job Description

Responsible for the stability, performance, and reliability of our digital banking core. Ensure “zero-downtime” operations by leading rapid incident response, performing deep-dive root cause analysis (RCA), and collaborating closely with the Finacle Core team to resolve complex integration bottlenecks. Finacle Support Liaison: Serve as the primary technical point of escalation for all integration issues involving Finacle and coordinate with the Core Banking team to troubleshoot data discrepancies, connectivity drops, and API failures. Incident Command: Ensure clear communication with stakeholders Problem Management: Ensure the “blameless” RCA process to identify systemic issues and prevent recurring outages in the integration layer. Recurring Incident Rate: Reduce the volume of repeat incidents by 30% through effective Problem Management and permanent bug fixes. Monitoring Coverage: Ensure 100% of production microservices have automated health checks and p99 latency alerts. Environment Health: Monitor the stability of OpenShift and other servers, ensuring the optimal performance of the middleware services running within them. Proactive Monitoring: Drive the strategy for advanced alerting and logging (using Grafana, Prometheus, ELK, or Dynatrace). Ensure that support teams are alerted to anomalies before they impact end-users. Patch & Release Support: Oversee the safe deployment of hotfixes and platform updates, ensuring that automated rollbacks are in place for failed changes. Mean Time To Resolution (MTTR): Achieve an average MTTR of < 45 minutes for critical (P1) integration incidents. SLA Compliance: Maintain 99.99% uptime for critical integration gateways connecting to Finacle. First-Touch Resolution: Increase the percentage of incidents resolved by the Platform Support team without escalating to the Engineering/Development squads.