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Banking Application Support Clerk

Bank of Jordan · Amman, Amman Governorate, Jordan

Clerical / AdministrativeSenior LevelExternal listingFull-time8 days ago

About The Role

  • Provide first-line and second-line (L1/L2) support for banking and business applications, ensuring timely resolution of incidents and service requests.
  • Monitor application health, availability, and performance, proactively identifying and escalating issues when necessary.
  • Troubleshoot application, integration, and data-related issues, ensuring minimal disruption to business operations.
  • Support daily operational activities, including batch processing, job scheduling, and end-of-day (EOD) banking activities.
  • Perform application deployment and configuration activities across development, testing, and production environments under established change procedures.
  • Coordinate with development, infrastructure, database, and vendor teams to investigate and resolve application issues.
  • Maintain accurate incident records, root cause analysis documentation, and support knowledge base articles.
  • Participate in incident, problem, and change management processes in accordance with ITIL best practices.
  • Assist in user acceptance testing (UAT), system upgrades, patch deployments, and release activities.
  • Monitor logs and system alerts, escalating critical issues to senior support staff and management as required.
  • Ensure compliance with internal policies, security standards, audit requirements, and banking regulations.
  • Support business users by providing guidance, training, and timely communication during incidents and service disruptions.
  • Contribute to continuous improvement initiatives to enhance application stability, support processes, and service quality.
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 2–5 years of experience in application support, IT operations, or a similar technical support role.
  • Experience supporting banking, financial services, or enterprise applications is preferred.
  • Familiarity with service management frameworks such as ITIL.

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