Senior Analyst, RMWB Application Support

About the role

This role is responsible for the stable, secure and controlled operation of the bank's Retail Mobile and Web Banking (RMWB) applications and related digital banking services. It provides end-to-end application support ownership, coordinating incidents, problems, changes and releases, managing technical dependencies and vendors, and ensuring service performance, transaction integrity, customer experience, resilience, regulatory compliance and documentation requirements are met.

Key responsibilities

• Act as the primary support owner for the RMWB applications, services and technical components.
• Coordinate incident, problem, change and release activities across application, infrastructure, database, integration, network, security, operations and vendor teams.
• Monitor application health, performance, capacity, customer transactions, authentication services, interfaces, APIs, scheduled jobs, logs and operational controls.
• Lead investigations of production issues, failed customer journeys, transaction exceptions, login and authentication problems and integration failures, and coordinate root-cause analysis and corrective and preventive actions.
• Plan and complete patches, platform upgrades, vulnerability remediation, certificate renewals and end-of-life actions.
• Coordinate testing, deployment, rollback planning, production readiness, app-store release coordination and post-implementation validation.
• Maintain application inventories, architecture and interface references, runbooks, support procedures, access matrices and recovery documentation.
• Ensure compliance with enterprise architecture, information security, data privacy, change management, audit and regulatory requirements.
• Manage vendor performance, technical support cases, maintenance obligations, SLAs and escalations.
• Coordinate business continuity and disaster-recovery testing and provide management reporting on availability, incidents, risks, capacity and improvement plans.
• Oversee the release of other non-related technology or applications to support segregation of duties.

Required profile

• Bachelor's degree in computer science, information technology, software engineering or a related field.
• At least 8 years of application support or technology operations experience, including supporting critical enterprise or banking applications.
• Practical experience with mobile and web banking applications, customer authentication, digital transactions, interfaces and APIs, databases, monitoring and production-incident troubleshooting is preferred.
• ITIL certification is preferred; mobile banking, web banking, integration or application-support certification is an advantage.