Digital Experience Support

Job Purpose
Responsible for the configuration, onboarding, and technical support of the Bank’s API
Management & B2B platforms in coordination with business stakeholders, customers, and IT
teams. The role ensures smooth UAT onboarding, customer support, issue resolution, and
documentation while maintaining system availability and compliance with Bank standards.

Key Tasks and Duties
 Provide UAT onboarding and technical support for customers consuming the Bank’s APIs or
testing the Bank’s H2H solution via visits, phone, email, Teams, or other approved channels.
 Deliver functional and technical support for projects involving APIs and B2B solutions,
including end-to-end testing, user acceptance testing, performance testing, and security testing.
 Perform system monitoring activities to ensure uptime for supported UAT environments.
 Handle issue resolution and support RCA (Root Cause Analysis) for UAT incidents, following
escalation processes to meet resolution targets.
 Provide emergency response outside normal business hours for production implementations,
customer issues, and system upgrades.
 Maintain and publish implementation trackers for customers and internal stakeholders.
 Create and maintain SOPs, user manuals, and documentation to support UAT onboarding and
customer testing.

Qualification
1. Bachelor’s degree in Computer Science, Information Technology, or other engineering
discipline.
2. Desired:
Professional Certification in IBM DataPower / App Connect Enterprise.
Other relevant technology certifications.