Production Support Delivery Lead

Job Description: L2 Support Engineer – Banking Application

Job Title: Application Support Engineer-L2

Location: [Abu Dhabi]

Experience: 6–9 years of experience in Java application support or development.

Job Overview:

The L2 Support Engineer will provide second-level technical support for bank’s IT systems, applications, and infrastructure. This role serves as an escalation point for issues unresolved by L1 support, ensuring minimal disruption to banking operations, customer-facing services, and internal processes. The L2 Support Engineer will troubleshoot complex technical issues, collaborate with L3 engineers and vendors when needed, and maintain a high standard of service in a fast-paced, regulated environment.

Key Responsibilities:

1. Incident Resolution:

• Handle escalated tickets from L1 support related to banking applications, systems, and hardware. Handle L2 tickets assigned in BMC Remedy.
• Diagnose and resolve technical issues involving core banking systems (e.g., transaction processing, account management), online banking and onboarding platforms.
• Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• Ensure quick turnaround on incident resolution and timely communication to stakeholders as per SLA.

2. Production deployment

• Participate in incident management, change management, and release deployment activities in a production environment.

3. System Maintenance:

• Monitor and maintain banking IT infrastructure, including servers, databases, and networks, to ensure uptime and performance.
• Manage updates, patches, and configurations for banking software and tools.

4. Customer and Employee Support:

• Provide advanced technical assistance to bank employees and resolve issues impacting customer-facing services (e.g., mobile banking apps, teller systems).
• Communicate effectively with stakeholders, offering clear updates on issue resolution timelines and workarounds.
• Participate in 24x7 on-call rotation and weekend support as required.

5. Collaboration and Escalation:

• Work closely with L3 support, development teams, and third-party vendors to resolve critical incidents outside L2 scope.
• Document and escalate unresolved issues with detailed analysis to higher support tiers or external partners.

6. Compliance and Security:

• Ensure all support activities comply with banking regulations and internal security policies.
• Assist in troubleshooting security incidents, such as unauthorized access or system vulnerabilities, in coordination with the cybersecurity team.

7. Reporting and Documentation:

• Maintain accurate records of incidents, resolutions, and system changes in the IT service management (ITSM) tool (Jira).
• Generate daily/weekly reports on system performance, incident trends, and resolution metrics for management review.

8. Process Improvement:

• Identify opportunities to enhance support processes, reduce ticket resolution time, and improve system reliability.
• Contribute to the development of knowledge base articles and training materials for L1 support teams.
• Analyze logs and exceptions to identify root causes.
• Write RCA for production issue.
• Collaborate with development, QA, and infrastructure teams for issue resolution and deployments.

Education Qualifications:

1. Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience:

• Prior experience in banking or financial services environment is highly preferred.
• Technical Skills:

Proficiency in troubleshooting Windows/Linux operating systems, ORACLE, SQL databases, and network protocols (TCP/IP, DNS, VPN).

2. Experience with ITSM tools (e.g., Remedy, ServiceNow) and monitoring tools (e.g., Dynatrace, Splunk).

3. Knowledge of cloud platforms (e.g., Azure, AWS) and virtualization (e.g., VMware) is a plus.

4. Soft Skills:

• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills for interacting with technical and non-technical stakeholders.
• Ability to work under pressure and manage multiple priorities in a time-sensitive environment.

5. Proactive approach to identifying and resolving potential system issues before they impact operations.

Certification:

1. Certifications in cloud architecture (AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, etc.)

2. TOGAF, Zachman, or other enterprise architecture certifications.

3. Experience with Agile methodologies (Scrum, Kanban, SAFe).