About the role
- Monitor application performance, availability, transaction processing and analyze application logs, error messages, and system performance metrics to identify performance bottlenecks and recommend improvement initiatives to ensure critical banking applications remain operational and available 24/7.
- Troubleshoot and resolve application (if applicable) incidents within agreed Service Level Agreements (SLAs).
- Perform root cause analysis for recurring application issues and coordinate technical troubleshooting during major incidents and escalate complex issues to L2 resolver team support including Digital Development, Infrastructure, Database Administration, and related stakeholders.
- Identify recurring incidents and contribute to problem investigations to L2 support for permanent corrective actions to reduce repeat incidents.
- Support production deployment activities and post-implementation verification.
- Maintain accurate incident records within the service desk system to ensure all tickets are updated and completed within agreed SLA.
- Maintain operational procedures, runbooks, known issues, knowledge base, and preparing daily, weekly, and monthly operational reports.
- Provide report system availability, incident statistics, SLA performance, MTTR trend, Problem tends to management and stakeholders.
- Comply with IT security, access control, data confidentiality, operational risk, audit, and regulatory requirements, and maintain required operational evidence for production support activities.
- Perform structured shift handover and takeover covering open incidents, pending alerts, ongoing maintenance, known issues, escalation status, operational risks, and follow-up actions.
- Support continuity, disaster recovery, failover, and production validation activities by performing application monitoring, functional checks, transaction verification, and post-activity reporting.
- Perform other duties and responsibilities as assigned by the line manager.
Requirements
- Bachelor's degree in MIS, Computer Science, or Information Technology.
- ITIL or relevant banking system certifications are an advantage.
- Minimum 3–5 years of experience in Application Support, Production Support, or IT Operations, preferably within the banking or financial services industry.
- Proven experience running a 24×7 support shift design and major incident command for customer-facing digital banking or payment systems.
- Experience with ITSM platforms (Jira Service Management, ManageEngine, or equivalent) and end-to-end application monitoring tooling.
- Proven experience supporting payment systems, APIs, or critical production interfaces, and digital banking channel applications include BaaS, Mobile banking, Internet banking, and Card systems.
- Understanding of API architecture, system integration flow, net, infrastructure system, Cor banking interface.
- Skills Strong understanding of application support processes and production support.
- Experience with ITSM processes, Including incident, Problem, Change, and Service Request Management.
- Experience reviewing application logs and troubleshooting production issue.
- Familiarity with application monitoring tools, ticketing systems, alerting solutions, and logging platforms.
- Understanding web applications, APIs, Middleware, Micro-service, and system integration.
- Basic knowledge of Linux, window server, net, firewall security.
- Strong communication, stakeholder coordination, and reporting skills.
- Khmer and English fluency; ability to produce clear written incident reports and executive briefings in English.
Required Skills
Application SupportProduction SupportIT OperationsITILBanking System Certifications24x7 Support Shift DesignMajor Incident CommandDigital Banking SystemsPayment SystemsITSM PlatformsJira Service ManagementManageEngineApplication Monitoring ToolingAPIsCritical Production InterfacesBaaSMobile BankingInternet BankingCard SystemsAPI Architecture
