About the Role

This role is responsible for the support of BSP’s Digital Hub applications ensuring the applications are available to meet the Business Units operational requirements and BSP’s strategic goals with expected Service Delivery to Internal and External BSP’s Customers and Stakeholders as per agreed SLAs.

Key Deliverables

• Provide Level 1 and Level 2 support for Digital Hub Delivery Channels, including after-hours support and participation in on-call/shift rotations.
• Perform day-to-day application monitoring, maintenance, troubleshooting, issue resolution, escalation, and stakeholder communication.
• Conduct technical analysis and root cause investigations, collaborating with relevant teams to support Incident and Problem Management activities.
• Provide technical expertise and develop operational processes and procedures to meet or exceed agreed Service Level Agreements (SLAs).
• Develop, maintain, document, and test Business Continuity Plans (BCP) and Disaster Recovery (DR) processes for Digital Hub channels.
• Liaise with users, IT teams, and external vendors to analyse and resolve technical issues, ensuring timely and accurate status updates.
• Test and implement application upgrades, patches, fixes, and releases, coordinating deployments from test to production environments.
• Create, maintain, and distribute accurate technical documentation for supported systems.
• Complete assigned project, change, and incident tasks within agreed timeframes, ensuring compliance with Change, Incident, and Problem Management processes.
• Adhere to IT Change Management policies, SDLC, and Project Management methodologies when implementing production changes.
• Perform other duties as directed by BSP.

Essential Qualifications, Professional/Skills and Experience:

• Tertiary qualification in Information Technology
• ITIL
• Strong knowledge of digital banking platforms, API integrations, middleware, and core banking systems.
• Experience with Incident and Problem Management processes within an ITIL-managed
• Proficiency in application monitoring and performance tools such as Dynatrace, AppDynamics, and Splunk.
• Strong SQL skills and experience troubleshooting database-related
• Understanding of cloud    platforms    (Azure/AWS),    web    technologies,    APIs,    and microservices architecture.
• Knowledge of DevOps     practices,     CI/CD     pipelines,     and     container     platforms (Docker/Kubernetes).
• Understanding of cybersecurity fundamentals and secure application support
• Minimum 2 years’ experience supporting banking applications in a critical production
• Minimum 2 years’ experience working within ITIL-based incident and change management frameworks.

Applications are to be addressed to the Senior Manager Talent Sourcing & Attraction and submitted via email to [email protected]