Application Support Analyst (Temp)

About Us:

National Bank of Kuwait (Int'l) Plc. is a leading bank in Kuwait with a strong presence in the international market. We offer a wide range of banking and financial services to our customers, and we are committed to providing innovative and efficient solutions to meet their needs. Our team is made up of highly skilled and motivated professionals who work together to deliver exceptional results and drive the growth of the bank.

Job Purpose:

As part of a small, expert 2nd line support team, the Application Support Engineer will investigate and resolve issues with applications raised by users, internal alerts, or through incident management processes within SLA. 

The Application Support Engineer will be responsible for resolving incidents to ensure timely resolution and minimal impact to service. Working closely with external suppliers, the Application Support Engineer ensures platform stability whilst providing direct technical support to users.

The Application Support Engineer will be responsible for maintaining the assigned applications, service requests and changes to meet user requirements.

Key responsibilities and accountabilities

• Respond to and resolve application-related incidents and service requests, ensuring timely resolution within SLA.
• Develop Deep Application Knowledge
• Build and maintain detailed understanding of NBKI’s applications, databases, and platform estate to support effective troubleshooting and issue resolution.
• Escalate Functionally to Resolver Groups and Suppliers
• Escalate complex issues to 3rd line teams and external suppliers, ensuring clear communication and ownership through to resolution.
• Incident Management
• Lead and coordinate incident management activities, ensuring timely resolution of service-impacting issues. Involve appropriate resolver groups and maintain clear, proactive communication with stakeholders throughout the incident lifecycle.
• Respond to and enhance System Alerts/Monitoring
• Act as first responder to system alerts, investigating and mitigating potential service impacts proactively.
• Support Change and Deployment Activities
• Participate in the deployment of changes to production environments, including validation and post-release support.
• Maintain and Create Support Documentation
• Produce and update runbooks, knowledge articles, and troubleshooting guides to enable consistent and efficient support.
• Drive Service and Process Improvements
• Propose enhancements to applications and lead or support mini-projects to improve customer experience, automate tasks, and streamline support processes.
• Escalate Risk and SLA Breaches
• Proactively escalate tickets at risk of SLA breach or with potential for significant customer impact to management.
• Assess, manage and resolve security vulnerabilities and observations.
• Follow best practices and internal procedures for incident management, change control, and risk mitigation. Identify and escalate risks as appropriate.
• On-Call Support

Committee membership/involvement

None

Qualifications Required:

Essential

• Experience working in an application support role, ideally within a regulated or financial services environment.
• Proven experience supporting bespoke or custom-built applications, including those hosted on Windows Server environments in load-balanced pools, running services within a logic layer.
• Proficient in SQL coding and working with relational databases.
• PowerShell, SFTP, and WinSCP proficiency for secure file transfers and automation tasks.
• Familiarity with alerting. Monitoring and APM tools such as Data Dog
• Understanding of security protocols including Entra ID.
• Experience using version control tools such as GIT.
• Strong communication skills, with the ability to engage effectively with both technical and non-technical colleagues.
• Able to translate complex technical issues into clear, high-level, non-technical language for business stakeholders.
• Technically versatile, with a broad understanding of application ecosystems.
• High levels of interpersonal skills and team collaboration.
• Strong verbal and written communication skills.

Desirable:

• Experience with Microsoft SQL Server and Microsoft Windows Server environments.
• Previous experience within a financial services organisation.
• Working knowledge of ITIL processes.
• Exposure to any of the following domains:
  • Payment Systems
  • ESB
  • Core Banking

Essential Competencies:

• Excellent communication and presentation skills with the ability to convey complex technical concepts to both technical and non-technical stakeholders.
• Strong analytical, problem-solving, and decision-making capabilities.
• Ability to work in a fast-paced, dynamic environment, managing multiple projects simultaneously.

Why work with us?

At National Bank of Kuwait (Int'l) Plc., we value our employees and believe in their professional growth. We offer a competitive salary package, comprehensive benefits, and opportunities for career advancement. As a member of our team, you will have the chance to work on challenging and innovative projects, while being supported by a collaborative and dynamic work environment. If you are passionate about IT and application support, then we want to hear from you. Apply now and take the next step in your career!