LULAMA GXOWA
Cape Town
Summary
Dynamic Application Support Specialist with over 10 years of experience in enterprise systems within the banking and financial services sector. Proven expertise in delivering first, second, and third-line support, incident management, and problem resolution for high-volume systems. Proficient in SQL, data analysis, and troubleshooting complex technical issues, with a strong background in SaaS platforms, CRM systems, and T24 core banking. Recognized for adaptability to changing needs, effective team collaboration, and a commitment to achieving results through comprehensive system analysis and user training.
Overview
10
10
Certification
16
16
years of professional experience
Work History
Application Support Analyst III
MRI Software
01.2025 - Current
- Provide 2nd and 3rd line support for enterprise SaaS applications, ensuring high system availability and adherence to SLA/OLA targets
- Investigate and resolve complex application, integration, and data-related issues using SQL, log analysis, and system monitoring tools
- Perform data validation, reconciliation, and integrity checks across multiple systems to identify discrepancies and ensure accuracy
- Manage and prioritize incidents and service requests using ServiceNow and Salesforce, ensuring timely resolution and clear communication with stakeholders
- Collaborate with development, cloud, and infrastructure teams to troubleshoot and resolve critical production issues
- Support CRM (Salesforce) and reporting tools (Power BI), including troubleshooting dashboards, data pipelines, and user access issues
- Monitor system performance and proactively identify potential risks or failures before impacting end users
- Provide client support via remote tools (Citrix, RDP), diagnosing issues directly within customer environments
- Contribute to root cause analysis (RCA) and implement permanent fixes to prevent recurring incidents
- Maintain documentation of incidents, solutions, and known errors to improve support efficiency
Application Support Specialist
Gulek Business Enterprise
01.2023 - 01.2024
- Provided 2nd and 3rd line support for Temenos T24 core banking systems across Treasury, Payments, and Customer modules
- Investigated and resolved data and system-related incidents, including transaction mismatches, missing records, and integration failures
- Conducted root cause analysis on recurring issues and implemented long-term solutions to improve system stability
- Developed and executed SQL queries for data extraction, analysis, and reporting to support business and technical teams
- Supported system implementations, upgrades, and user onboarding, ensuring smooth transition and minimal disruption
- Managed incidents and defects using JIRA, ensuring resolution within SLA timelines
- Supported SWIFT payment processing, troubleshooting message formatting and configuration issues
- Collaborated with cross-functional teams including developers, QA, and business stakeholders to resolve complex issues
- Monitored system performance using tools like SAM and proactively addressed potential issues
- Assisted with UAT testing, validating system functionality and data accuracy before production deployment
T24 Application Specialist & Business Analyst
GroBank
01.2017 - 01.2022
- Delivered 2nd and 3rd line support for T24 core banking systems, ensuring system stability and high availability
- Supported Treasury, Payments, and Financial Accounting modules, including transaction processing and reconciliation
- Performed data mapping, validation, and reconciliation to ensure consistency across integrated systems
- Conducted User Acceptance Testing (UAT) and system testing for new releases, cause identification
- Managed incidents, problems, and change requests in line with ITIL processes
- Supported T24 upgrades, releases, and deployments, ensuring data integrity during transitions
- Collaborated with business stakeholders to gather requirements and translate them into system solutions
- Monitor project progress and ensure solutions meet business expectations
- Create process flows, use cases, and business documentation. Analyze current business processes and identify areas for improvement.
- Used SQL and reporting tools to analyze system data and support decision-making
- Improved system performance and reliability by addressing recurring technical issues
T24 Application Specialist & Developer
Sasfin Bank
01.2010 - 01.2017
- Provided 3rd line support for T24 systems, resolving complex technical and production issues within SLA timelines
- Managed and executed Close of Business (COB) processes, ensuring successful daily batch processing
- Developed and maintained T24 applications, validation routines, and custom solutions to meet business requirements
- Supported SWIFT integration and Treasury operations, ensuring accurate processing of international payments
- Guide Business on new projects and system enhancements
- Performed system upgrades, patches, and environment maintenance to ensure optimal performance
- Conducted data extraction, analysis, and troubleshooting to resolve system and reporting issues
- Collaborated with internal teams and external vendors (e.g., Temenos, Reuters) to resolve system challenges
- Participated in system testing, including unit testing and integration testing, to ensure solution quality
- Maintained documentation of system changes, incidents, and resolutions for audit and knowledge sharing
- Trained junior staff and provided technical guidance on T24 system usage and support processes
- Provided 3rd line support and development.
- Managed COB and system upgrades.
Education
Advanced Diploma - Public Management Finance
National Diploma - Local Government Finance
ITIL Foundation - undefined
Skills
- Application Support (L2, L3)
- Incident & Problem Management (ITIL)
- Root Cause Analysis
- SQL & Data Analysis
- Xml, Html, Javascript
- Citrix
- SaaS & Cloud (Azure, AWS)
- ERP and CRM Systems Support
- T24 Core Banking (JBase, Universe)
- System Monitoring (AppDynamics)
- ServiceNow, JIRA
- UAT, SDLC, Agile & Scrum
- Business Analysis and Implementations
- Investment Banking, Regulatory, Reporting
- System Analysis and Project Management
- Log analysis
- Customer-facing presentation skills
- ITIL framework
- Training documentation development
- Analytical thinking
Certification
KnowBe4 Security Awareness Training
Communication ans Social Skills
Database Programming with SQL Server
Client Centricity eLearning
Data Retention and Information Classification
Security Incident Management
Vendor Relationship Management
All Paws Mentality
Timeline
Application Support Analyst III
MRI Software
01.2025 - Current
Application Support Specialist
Gulek Business Enterprise
01.2023 - 01.2024
T24 Application Specialist & Business Analyst
GroBank
01.2017 - 01.2022
T24 Application Specialist & Developer
Sasfin Bank
01.2010 - 01.2017
ITIL Foundation - undefined
National Diploma - Local Government Finance
Advanced Diploma - Public Management Finance
References:
Yusree Karlie
MRI (Team Leader)
0789041287
Admire Mawupa
Grobank (Senior Application Specialist)
078 914 3699
Natasha
Gulek Business Enterprise (Director)
069 384 4382