Senior Application Support Engineer - Tier 2
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Key skills for this role
Role Overview
We are looking for a Senior Application Support Engineer Tier 2 to provide 24/7 production support for critical banking applications and services. The role will be responsible for resolving complex application incidents, leading troubleshooting and Root Cause Analysis (RCA), supporting major inciden
Key Skills for This Role
Full Job Posting
Role Overview
We are looking for a Senior Application Support Engineer Tier 2 to provide 24/7 production support for critical banking applications and services. The role will be responsible for resolving complex application incidents, leading troubleshooting and Root Cause Analysis (RCA), supporting major inciden
Key Responsibilities
- Provide 24/7 Tier 2 application and production support through rotational shifts and on-call coverage.
- Support business-critical banking applications and ensure high availability and service continuity.
- Lead the troubleshooting and resolution of P1/P2 incidents and major incidents.
- Perform detailed Root Cause Analysis (RCA) and drive permanent corrective actions.
- Monitor application health, performance, availability, and integration status.
- Analyze application, system, database, and middleware logs to identify and resolve issues.
- Support application releases, deployments, patches, and configuration changes.
- Coordinate with Development, Infrastructure, Database, Middleware, Network, Security, and Vendor teams.
- Escalate code-level or unresolved issues to Tier 3 / Development teams.
- Ensure incidents and service requests are handled within agreed SLA and ITIL processes.
- Support Major Incident Management and provide timely technical updates to stakeholders.
- Identify recurring incidents and participate in Problem Management activities.
Requirements
- Experience in providing 24/7 Tier 2 application and production support.
- Ability to lead troubleshooting and resolution of P1/P2 incidents and major incidents.
- Experience in performing detailed Root Cause Analysis (RCA) and driving permanent corrective actions.
- Knowledge of application health, performance, availability, and integration status.
- Ability to analyze application, system, database, and middleware logs to identify and resolve issues.
- Experience in supporting application releases, deployments, patches, and configuration changes.
- Ability to coordinate with Development, Infrastructure, Database, Middleware, Network, Security, and Vendor teams.
- Experience in escalating code-level or unresolved issues to Tier 3 / Development teams.
- Knowledge of banking security, compliance, audit, and operational policies.
- Ability to support production activities and critical business operations outside normal working hours.
- Experience in mentoring junior support engineers and providing technical guidance.
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