Senior Applications Support Engineer

Job Summary

We are looking for a Senior Application Support Engineer. The role holder will be responsible for the maintenance, support, and optimization of enterprise applications within the organization. This role ensures that applications run smoothly, efficiently, and securely, providing technical support and troubleshooting for end-users.

Job Details

Application Maintenance and Support:

• Provide technical support for enterprise applications, resolving issues and minimizing downtime.
• Monitor application performance and ensure applications are running optimally.
• Implement and manage application upgrades, patches, and enhancements.
• Diagnose and resolve application-related issues, providing timely support to end-users.
• Work closely with other IT teams to identify and address the root causes of application problems.
• Maintain a log of all support requests and resolutions for future reference.
• Communicate effectively with stakeholders, providing regular updates on the status of support requests and incident resolutions.
• Collaborate with the development and database team members to deploy and support new applications, features, application updates, patches, and new releases, ensuring minimal disruption to end-users.
• Communicate effectively with stakeholders to understand their needs and provide appropriate support.
• Participate in regular team meetings to discuss ongoing issues and improvements.
• Maintain detailed documentation of application configurations, processes, and procedures.
• Generate reports on application performance, support requests, and issue resolutions.
• Provide regular updates to the Head of Enterprise Application and Database Support.

User Support and Training:

• Provide application support to internal users and external customers, addressing inquiries and resolving technical issues in a timely and efficient manner.
• Provide end-user training as needed.
• Develop and update user manuals and training materials.
• Document and maintain knowledge articles, FAQs, and troubleshooting guides to assist users in resolving common issues independently.
• Conduct training sessions to ensure users are proficient with enterprise applications.

System Monitoring and Performance Tuning:

• Monitor application systems to ensure optimal performance and availability.
• Proactively perform regular system checks and maintenance to prevent issues.
• Optimize application configurations and settings to improve performance.
• Contribute to the continuous improvement of application support processes, identifying opportunities for automation, streamlining workflows, and enhancing efficiency.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related.
• Relevant certifications (e.g., ITIL, Microsoft Certified: Azure Administrator) are added advantages
• Minimum of 3-7 years of experience in application support or a similar role.
• Proven experience in supporting enterprise applications in a financial institution or similar environment.
• Experience with troubleshooting and resolving complex application issues. Strong knowledge of enterprise application platforms (e.g., ERP, CRM).

COMPETENCIES REQUIREMENTS:

Technical:

• Cloud Computing
• Cybersecurity Management 
• Data Analysis
• Database Management
• Digital Transformation
• Information Security Management​
• IT Application Support ​
• IT Governance and Compliance
• IT Infrastructure Management
• IT Service Management (ITSM)
• Mobile Device Management 
• Network Administration
• Programming and Scripting
• Project Management 
• Quality Assurance 
• Regulatory Compliance
• Software Development

Behavioural:

• Entrepreneurial Mindset
• Excellence
• Execution
• Energy
• Empathy
• Evolution
• Emotional Intelligence
• Business Acumen
• Decision-Making
• Result Oriented
• Strategic Thinking
• Communication written & verbal
• Stakeholder Management
• Developing Others
• Analytical Thinking
• Leading Change
• Managing Risk
• Service Orientation

What to Expect in the Hiring Process:

• A preliminary phone call with the recruiter
• Technical interview 
• Assessment
• Interview with Senior members of the team
• Cultural and Behavioural Fit Interview with a member of the Executive team.

Benefits

At Credit Direct Finance Company Limited, we value our employees and strive to provide a comprehensive benefits package that recognizes their contributions and supports their well-being. As part of our commitment to a positive work environment, we offer the following benefits:

Competitive Salary: We offer a competitive salary structure that is commensurate with industry standards and recognizes the skills and experience of our employees.

Quarterly Performance Pay: We recognize and reward exceptional performance. Our quarterly performance pay program allows employees to earn additional compensation based on their individual and team achievements.

Transport Subsidy: We understand the importance of accessible transportation for our employees. To assist with commuting expenses, we provide a transport subsidy to help alleviate the financial burden associated with travel to and from work.

Staff Bus: We offer a convenient and reliable staff bus service for eligible employees, ensuring a comfortable and stress-free commute to the workplace.

Hybrid Work: We believe in providing flexibility and work-life balance. Our hybrid work policy allows eligible employees to work remotely for a certain number of days per week, promoting a healthy work-life integration.

13th Month Salary: As an additional financial benefit, we provide a 13th-month salary to our employees. This extra payment, usually received at the end of the year, serves as a bonus and acknowledges their dedication and commitment throughout the year.

Leave Allowance: We recognize the importance of taking time off for rest and relaxation. In addition to annual leave entitlement, we provide a leave allowance to eligible employees, offering financial support during their vacation time.

Profit Sharing: We believe in sharing our success with our employees. Through our profit-sharing program, eligible employees have the opportunity to receive a share of the company's profits, providing an additional incentive for their dedication and hard work.

These benefits are designed to support our employees' financial well-being, work-life balance, and professional growth. We continuously review and enhance our benefits package to ensure that it remains competitive and aligned with the needs and preferences of our valued employees.

About Company

Credit Direct Finance Company Limited

https://creditdirect.seamlesshiring.com

Credit Direct is the Fintech arm of the FCMB Group.