The candidate will be responsible for end-to-end production support and issue management within Risk Management, ensuring timely resolution, operational efficiency, and proactive monitoring. This role requires strong technical expertise in AML/KYC applications, banking operations, and enterprise support technologies.
Key Responsibilities:
Production Issue & Outage Management
- Take ownership of all production issues and outages within Risk Management.
- Track and monitor issue progression until resolution.
- Provide timely escalation to management for critical incidents.
Business Application Support
- Deliver responsive, efficient, and proactive support for business applications.
- Ensure client requirements are met, and maintain high user satisfaction through quality service.
- Continuously review production batches and identify areas to improve performance.
Stakeholder & Relationship Management
- Build and maintain collaborative relationships with business users, development teams, and IT partners.
- Foster trust and aim for mutually beneficial outcomes in all interactions.
Incident & Problem Management
- Log user requests and incidents in a timely manner.
- Ensure proper incident management including issue/impact emails, escalation, and thematic root cause analysis.
- Maintain high-quality records for incidents, problems, and changes.
Audit & Compliance Support
- Facilitate, support, and provide data for audit requirements in a timely manner.
- Champion DR/BCP processes, ensuring smooth execution in your area.
- Follow ITIL and service management standards as directed.
Job Requirements:
- Minimum 4 years of 2nd-level application support experience in the banking industry.
- In-depth knowledge of Anti-Money Laundering (AML) and Know Your Client (KYC) processes.
- Support experience with Hadoop, Informatica, SQL, Oracle, Linux/Unix, and Microsoft technologies.
- Strong understanding of banking operations.
- Ability to work in a fast-paced, high-pressure environment and be on-call 24x7.
- Excellent interpersonal skills with a proactive, client-focused attitude.
Preferred Requirements:
- Experience supporting compliance-related applications such as Detica NetReveal, NICE Actimize, LexisNexis solutions.
- ITIL knowledge and understanding of service management processes.
