• Provide L 2-3 support to all users at Branch and Head Office
• Provide afterhours support in line with Service Level Agreements to ensure customer satisfaction
• Ensure high availability of all applications and peripheral systems

• Participate in the development of system specifications for enhancements to locally owned systems by providing a technical view on the impacts on supporting and interfacing applications and databases.
• Review the developments done by group technology or vendor teams in line with the specifications that were developed by participating in relevant testing on request.
• Participate in project implementation and any other duties as assigned by Manager Application Maintenance & Support

• Test Change Requests (CRs)/scripts for end-to-end regression and user acceptance testing including negative testing. Take into account the entire local system landscape for the testing scenarios.
• Set up the local test environments as a near replica of the production environments, including replicating key data elements from production systems.
• Load the CRs/test scripts onto the relevant systems for automated tests and prepare manual test scripts if/where required. Contact the people who need to participate in user acceptance testing, provide test scripts, follow up on completion of testing and summarise the test results.
• On instruction from the Manager, Application Maintenance & Support, roll back systems to previously backed up versions. Escalate any further faults immediately.
• For major system failures, participate in the crisis management process by attempting to investigate and resolve the issue, engaging with third party vendors or group technology teams and by participating in a coordinated effort to bring the systems back into full operation.

• Review the performance of the systems service level agreements and uptime standards on a daily/regular basis.
• Compile weekly management information for management and business use on the system uptime, open incidents, incident resolution times.
• Resolve service requests, incidents and issues that are escalated from the service desk. Escalate further to group or vendor teams if the issues cannot be resolved locally.
• Review assigned open Team Track incidents and issues on a daily basis. Close resolved items and update the commentary with the actions taken and other required information.
• Install applications on end user desktops using the bank’s protocols in terms of licensing and allocation of user rights.
• Prepare and execute daily, monthly and annual data loads into interfacing systems locally or to the main data centre at head office. Escalate errors and issues experiences with the data loads.
• When required, act as a standby for application maintenance, changes and for times when changes are transported into production to ensure quick response in case of issues.

• Execute the actions required to conduct bi-annual business resumption testing by doing the switch-over to the back-up site, assisting in system restores and any other activities to enable the DR site to be fully operational. Participate in all DR testing and simulation activities. Escalate all errors and process gaps to the manager immediately. Participate in the development of corrective actions for gaps identified during testing.
• Provide daily and weekly management information to the manager using system extracts as well as commentary on findings and issues in the department.
• Apply the bank’s standard operating processes, control requirements and risk management frameworks for all activities undertaken.
• Read assurance and audit reports that relate to the department and contribute to the development and implementation of remediation plans.
• During formal assurance reviews and audits, provide supporting documents, checklist snad reports required by the reviewers.
• Escalate Risk Incidents as a result of operational errors or fraud to the manager. Participate in formal investigations if requested.
• Undertake the required compliance and other mandatory in within the defined timelines.
• Apply all policies and processes related to physical and systems access control and other information security requirements.

• Maximum availability of the bank’s applications and peripheral systems
• Minimal downtime to be within agreed limits
• Number of Severity 1 outages
• Availability of Disaster Recovery Site operations and testing at least twice yearly
• Number of outstanding changes

Description or examples: Execute the decisions to upgrade, change, enhance or backup systems based on instructions received.

Business area: Group technology teams
Job: Systems support colleagues
Nature of relationship: Provide and receive a service
Sphere of influence: Impact the whole functional area
Description or examples: Escalating issues on group wide systems, collaborate on investigations into system failures.

Degree of original thought required to solve problems:

Patterned – Similar situations, solution by choice of known processes

Description or examples: Application Support Specialists are accountable for providing second level support for technical issues for a defined grouping of applications.

Description or examples: Activities and checklists are quite standard, but due to the nature and significant variety of the bank’s systems, the way it has to be applied varies substantially from day to day.

Description or examples:  Processes and policies are defined. Line manager review takes place on a daily basis.