Assistant Manager – Application Support & Operation

Raqami Islamic Digital Bank; Karachi Division; On-site; PKR 2,790,000 - 4,687,200; Full time

Job summary

Raqami Islamic Digital Bank is seeking an Assistant Manager – Application Support & Operation to ensure 24/7 operational stability across mobile apps, middleware, and backend systems. The role combines production support with development exposure to enable rapid troubleshooting and root-cause analysis, directly impacting uptime and customer experience.

The incumbent will monitor health, manage incidents, coordinate with L3 teams and vendors, support releases, and maintain audit-ready

Qualifications

• Bachelor’s degree in Computer Science, IT, or related discipline.
• 4–5 years of experience in Application Operations / Production Support with development exposure.
• Experience in 24/7 shift-based environments.
• Experience in banking or fintech or other high-availability systems preferred.

Responsibilities

• Provide 24/7 L1 & L2 support for mobile apps, middleware, and backend systems.
• Perform incident triage and implement workarounds to reduce response time.
• Troubleshoot 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.

Skills

App monitoring

Incident management

Log analysis

Mobile & backend

API debugging

Release management

Disaster recovery

Root cause analysis

Communication

Stakeholder coordination

Ownership

Rotational shifts

Education

Bachelor’s degree in Computer Science/IT

Job description

Job Title: Assistant Manager – Application Support & Operation

Department: Information Technology

Job Overview

Raqami seeks 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.