Senior Officer, Application Support; Microfinance Programme

Job Description

Title: Senior Officer, Application Support; Microfinance Programme

Company Name: BRAC

Vacancy: --

Age: At least 24 years

Job Location: Dhaka

Salary: --

Experience:

• At least 1 year

Bachelors in CSE or equivalent from any reputed educational institute.

• At least 1 year

• Age At least 24 years

Additional Job Requirements

• Strong knowledge of CRM systems, enterprise application support, incident management, SLA/KPI monitoring, and digital solution deployment.

• Proven skills in technical troubleshooting, stakeholder coordination, reporting, data analysis, and project/task management.

• Experience in managing system support, user onboarding, and operational issues within defined service levels.

• Strong communication, analytical, and problem-solving skills with the ability to manage multiple priorities.

• Results-oriented with a proactive mindset, collaboration, adaptability, attention to detail, and accountability.

• Educational Requirements

• Bachelors in CSE or equivalent from any reputed educational institute.

Experience Requirements

• Minimum 01 year experience in application support/ onboarding/ implementation/ IT operations.

Microcredit Regulatory Authority (MRA) certificate number- 00488-00186-00065

BRAC is an international development organisation founded in Bangladesh that partners with over 100 million people living with inequality and poverty globally to create sustainable opportunities to realise potential.

BRAC Microfinance provides people who cannot access traditional financial banking services with access to a suite of financial services, including loans, savings and microinsurance. We provide an alternative to high-interest loans from informal lenders, supporting families to invest in income-generating activities, build assets, and reduce vulnerability to health shocks and natural disasters. Passionate about finance beyond formal banking systems? Join the BRAC Microfinance team to help build a more financially-inclusive society, where everyone can access finance when they need it - safely, responsibly and sustainably.

Working at brac is not like any other job. It is a platform where you can bring about real change for people who need it the most. We are not just dreaming of a better world, we are building it. Join us to find the way.

Job Purpose

The Senior Officer, Application Support ensures timely CRM ticket resolution, effective field support, and seamless onboarding, pilot execution, and UAT/live activities for enterprise applications. This role drives operational efficiency by proactively resolving issues, coordinating with field teams and stakeholders, and ensuring high system adoption. The position delivers measurable improvements in service reliability, scalability, and user experience, aligned with programme objectives.

Key Responsibilities

• Ensure timely and effective resolution of CRM tickets while providing hands-on technical support to field teams to maintain uninterrupted operations.

• Facilitate smooth onboarding of users and manage pilot implementations, ensuring feedback is captured and incorporated before full-scale rollout.

• Oversee day-to-day application operations, ensuring system stability and prompt resolution of technical and operational issues.

• Collaborate with business units, vendors, and internal teams to successfully deploy applications across 2,800+ branches.

• Monitor and maintain service performance against defined SLAs and KPIs to enhance service quality and user satisfaction.

• Maintain incident and risk registers, track issues, and ensure root cause analysis (RCA) is conducted for critical incidents.

• Prepare and present regular reports on system performance, user feedback, and continuous improvement initiatives.

• Serve as the primary liaison for resolving operational issues with external vendors and internal technical teams.

SAFEGUARDING RESPONSIBILITIES

• Ensure the safety and well-being of team members by preventing harm, abuse, neglect, harassment, and exploitation, serving as a key resource for safeguarding guidance and fostering a safe and secure working environment.

• Practice, Promote, advocate, and ensure adherence to safeguarding policies among team members, integrating safeguarding standards into all activities and decision-making processes.

• Follow established safeguarding reporting procedures for any reportable incidents and actively encourage team members to do the same.

Festival Bonus, Contributory Provident Fund, Gratuity, Performance Bonus, Health and Life Insurance, Maternity/ Paternity Leave, Wellness Centre Facility, Day Care Facility, and others as per policy.