ROLE PURPOSE

The Senior Application Support Engineer is responsible for providing technical support, issue resolution, and system monitoring for the bank’s Card and Merchant Management System — a critical platform used for onboarding, managing, and servicing Card, ATM, POS, Merchants within the bank's issuing and acquiring business. The role ensures that the application operates smoothly and securely by handling incident tickets, conducting routine operational tasks, and assisting in change management and release activities. Working closely with IT cross teams, vendor, and business users, helps maintain high system availability, performance, and compliance with internal standards.

Incident and Operational Support

• Respond to and resolve Level 1 / Level 2 incidents and service requests related to the Card and Merchant Management System and Log, track, and update incidents using ITSM tools.
• Perform initial analysis and troubleshooting for issues related to onboarding, transactions, settlement, reporting, or system access.
• Support routine operations such as account updates, data imports/exports, report generation.
• Assist in managing system interfaces with other platforms (e.g., Core systems, payment gateways).
• Help coordinate and validate end-of-day (EOD) and start-of-day (SOD) jobs.

Application Maintenance & Configuration

• Support configuration changes in applications.
• Apply patches or releases in coordination with infrastructure and development teams.
• Maintain system documentation and ensure configuration baselines are accurate.

Change & Release and User Access Support

• Assist in UAT, release validation, and post-deployment checks during application updates or patch releases.
• Document test results, known issues, and deployment validations.
• Follow the bank’s change management process for tracking and approvals.
• Process user access requests, role assignments, and entitlement changes in the system.
• Ensure user access is provisioned in line with RBAC (Role-Based Access Control) and internal security policies.
• Support periodic access reviews and audits.

Documentation & Communicate

• Maintain and update runbooks, SOPs, and troubleshooting guides for recurring tasks and known issues.
• Create and update support knowledge articles to assist L1 teams and end users.
• Document RCA summaries for resolved incidents.
• Communicate clearly with end users, merchant operations teams, and technical staff regarding issue status, expected resolution timelines, and workarounds.

Knowledge & Skills

• Have a working knowledge of banking products.
• Experienced in bank accounting flows.
• Must be a good commutator with strong social skills
• Must be a collaborative team player with a strong ability to stay focused on tasks and responsibilities, ensuring timely and efficient completion of work
• Ability to follow instructions and work in a team environment.

Education & Special Training

Essential

• Must have at least two years’ experience in Core banking applications
• Must be smart and active enough to learn the things that are concerned with the banks’ Products

Desirable

• Preferred the candidate with business degree or IT related field.

Experience

Essential

• Must have at least two years’ experience in banking applications
• Must be smart and active enough to learn the things that are concerned with the banks’ Products

Desirable

• A strong interest in International Banking products.

Languages

• Proficiency in English and Myanmar language (written and spoken)