Role Summary
- Provide frontline application support to UAT users and BAU users on applications currently in use by the local bank troubleshooting issues directly where possible and coordinating effectively with specialist support teams when escalation is required
Key Responsibilities Requirements
- UAT user support
- Provide responsive support to UAT users including triage investigation and resolution of issues across inscope applications running on Windows environments
- Support users through the full incident lifecycle capture details reproduce where possible document findings and confirm resolution
- Handson troubleshooting
- Diagnose and resolve issues independently when feasible applicationfunctionality access workflow data queries environmentrelated issues
- Apply structured problemsolving and pragmatic workarounds where appropriate with clear risk awareness
- Effective escalation and translation
- Where issues require deeper technical involvement relay clear technical information to internal support teams eg application SMEs infrastructure vendor support
- Produce concise actionable handover notes symptoms impact steps to reproduce logsscreenshots timing user details environment
- Adaptability and flexibility
- Comfortable working in a fastchanging divestment context with shifting priorities new dependencies and evolving scope
- Communication and relationship management
- Strong communication skills written and verbal able to explain technical issues in businessfriendly terms
- Able to build rapport with a varied user base and maintain a calm serviceoriented approach under pressure
- Selfsufficient delivery
- Works on own initiative with minimal supervision manages workload effectively and follows through to closure
- Broad technical background and curiosity to learn unfamiliar applications quickly
Candidate Profile What good looks like
- Experienced in application support production support UAT support roles in a regulated environment banking experience preferred
- Comfortable engaging directly with business users and supporting highvolume UAT periods
- Strong documentation discipline tickets incident notes knowledge articlesrunbooks where relevant
Skills
Mandatory Skills : Service Management Consulting- SIAM, ITSM, Non-ITSM
