Job Title: Assistant Manager – Application Support & Operation
Department: Information Technology
Job Overview
Raqami is seeking a detail-oriented and proactive Assistant Manager – Application Support & Operation to ensure 24/7 operational stability, monitoring, and Level 1 & Level 2 support of mobile applications, middleware, and backend systems. The role leverages development expertise for rapid troubleshooting, root-cause identification, and timely resolution of production issues, directly impacting digital channel uptime, transaction stability, SLA compliance, and customer experience.
Key Responsibilities
- Provide 24/7 L1 & L2 support for mobile applications, middleware, and backend systems.
- Perform incident triage and implement workarounds to reduce response time.
- Conduct troubleshooting using log analysis, APIs, and code flow knowledge.
- Support mobile apps (Android/iOS), middleware, and core banking integrations.
- Monitor application health using AppDynamics or equivalent tools.
- Coordinate escalations with L3 teams and vendors for code-level fixes.
- Support releases and deployments including post-deployment validation.
- Maintain SOPs and RCA documentation for audit readiness.
- Ensure compliance with SLAs, OLAs, and regulatory standards.
- Participate in DR drills and failover testing to strengthen resilience.
Experience Required
- 4–5 years of experience in Application Operations / Production Support with development exposure.
- Bachelor’s degree in Computer Science, IT, or related discipline.
- Experience in 24/7 shift-based environments.
- Prior experience in banking or fintech or other high-availability systems preferred.
Skills & Competencies
- Application monitoring & incident management.
- Multi-tier troubleshooting and log analysis.
- Mobile & backend systems knowledge.
- API debugging and production support.
- Release management and disaster recovery testing.
- Strong analytical and problem-solving skills.
- Ability to work under pressure in rotational shifts.
- Effective communication and stakeholder coordination.
- High ownership, accountability, and attention to detail.
- Adaptability to dynamic operational environments.
Raqami is committed to building a diverse, equitable, and inclusive workplace. We welcome applications from qualified candidates of all backgrounds and are dedicated to providing equal employment opportunities for all.