Support Analyst [Digital Banking Domain]

About the Company

BRED IT (Thailand) Ltd. is a wholly owned subsidiary of the French bank BRED Banque Populaire (BPCE Group). BRED IT was established in 2008 to become the IT hub for BRED Group commercial banks in Southeast Asia, the Pacific and the Horn of Africa, and since 2011 also provides remote IT services to Paris Headquarters. Today, with more than 200 employees, BRED IT supports multiple BRED international banks and hosts and manages all layers of information systems: from infrastructure to applications (Core Banking, Internet/Mobile Banking, E-Payments…), on a 24x7 basis. Half of the activity is performed for BRED Headquarters, with a focus on Projects (Java, COBOL, PHP, DataStage) and Production/DevOps.

Responsibilities

• Provide application support for Digital Banking systems, including Internet Banking, Mobile Banking, Digital Payments and partner integrations.
• Analyze, qualify and follow up incidents, service requests and change requests raised by BRED subsidiaries.
• Investigate technical and functional issues by reviewing logs, database records, APIs, interfaces and application behavior.
• Perform first-level and second-level analysis before escalation to vendors, development teams or infrastructure teams.
• Coordinate with internal teams and external providers to ensure timely incident resolution and monitor incident progress per agreed priorities and service levels.
• Communicate incident status, investigation progress and resolution updates to subsidiaries and stakeholders.
• Identify recurring issues and contribute to root cause analysis and problem management activities.
• Support production monitoring, detect anomalies or service degradation, and participate in testing of bug fixes, patches, releases and production deployments.
• Support validation activities for Digital Banking features and corrective maintenance, and assist handover from project teams to support teams before go-live.
• Contribute to preparation and maintenance of support documentation, operating procedures, user guides and knowledge base articles.
• Prepare incident reports, follow-up reports and operational dashboards when required, and participate in support meetings, operational committees and post-incident reviews.
• Contribute to continuous improvement of support processes, tools, monitoring and reporting, and maintain a good understanding of Digital Banking features, technical architecture and operational processes.

Qualifications

Bachelor’s degree or equivalent in Information Technology, Computer Science, Engineering or related field.

• Languages: English – Good written and spoken proficiency required. French literacy or working knowledge appreciated.
• 3 to 5 years of experience in application support, production support, IT operations, or technical support, preferably in banking or financial services.
• Hands-on experience supporting Digital Banking, Internet/Mobile Banking, Digital Payments or other banking IT systems.
• Experience with incident management tools, ticketing systems (Jira, ServiceNow or equivalent) and production support processes.
• Good technical and functional understanding of Digital Banking platforms; ability to investigate incidents using application logs, SQL/database queries, monitoring tools, APIs, interfaces and application behavior.
• Knowledge of REST/SOAP APIs, XML, JSON, web services and system interfaces.
• Understanding of ITIL processes (incident, problem, change and release management), structured incident analysis and escalation with clear findings.
• Experience with monitoring/log analysis tools such as Splunk, ELK, Grafana, Dynatrace or equivalent.
• Knowledge of payment flows (bank transfers, bill payments, card payments, wallet integrations), customer authentication, partner integrations and external service providers.
• Good communication and documentation skills, customer-oriented mindset, ability to prioritize and work under pressure, and ability to work independently and as part of a support team.
• Knowledge of Agile methodology and project delivery lifecycle is appreciated; experience in an international or multi-stakeholder environment is a plus.

Benefits

• Attractive compensation (includes fixed and performance bonus).
• Hybrid working mode with 9 days non-fixed work from home per month with flexible working hours.
• Additional 10 days of work from anywhere per year.
• Work from home allowance to buy equipment to facilitate working at home.
• Annual leave from 14–25 days.
• Provident Fund with competitive company contribution rates starting from 6% up to 12%.
• Medical insurance and life insurance covering e