Joel Masih Email & Phone Number

Working career has been at Close Brothers Bank.Seasoned IT Professional working in the high demand banking sector with extensive experience in analysing system performance, troubleshooting technical issues, and implementing effective solutions to enhance user experience and operational efficiency. Skilled in managing software upgrades, patches, and configurations & extensive hands on experience of ITIL best practices. Expert in conducting root cause analysis, creating documentation, and providing user training to improve system usability. Adept at collaborating with cross-functional teams to implement and support IT solutions aligned with business objectives. Strong ability to prioritise tasks, meet deadlines, and deliver exceptional support to end users. Excellent communication and problem-solving abilities, with a focus on continuous improvement and user satisfaction

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  Senior Application Support Analyst

  Close Brothers

  Mar 1988 - Present

  Senior Application Support Analyst Administer and maintain financial product environments to ensure optimal performance and availability for core factoring platforms. Provide application support to internal and external clients, addressing enquiries and resolving issues related to factoring products and associated bank interfaces. Monitor and troubleshoot application issues, implementing timely and effective solutions to minimise downtime and impact on business operations. Create and maintain reports for internal and client-side applications, ensuring accurate and timely data dissemination to stakeholders. Manage disaster recovery site & improved Operational Resilience, including planning and executing regular testing to ensure business continuity and data integrity in case of emergencies. • Served as Subject Matter Expert (SME) for factoring products, overseeing software updates, patches, and enhancements to ensure system reliability and compliance. • Conducted training sessions for end-users on application functionalities and best practices, and developed comprehensive documentation and user guides. • Acted as the main point of contact for external audit reviews, maintaining compliance with regulatory requirements and facilitating audit processes. • Oversaw integration of factoring platform with downstream systems and external vendor systems, such as Risk Analysis applications, to streamline operations and enhance functionality. • Established and maintained strong relationships with vendors, negotiating contracts and managing service levels to ensure high-quality support and services. • Led efforts to monitoring Daily/Monthly processing and service levels, and ensuring timely resolution of incidents in compliance with Service Level Agreements (SLAs). • Leading incident, problem and change management.