Senior Application Support Engineer - Tier 2
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Key skills for this role
Role Overview
Provide 24/7 Tier 2 production support for critical banking applications and services.
Resolve complex application incidents and coordinate technical teams to maintain system availability and stability.
Key Skills for This Role
Full Job Posting
Role Overview
Provide 24/7 Tier 2 production support for critical banking applications and services.
Resolve complex application incidents and coordinate technical teams to maintain system availability and stability.
Key Responsibilities
- Lead P1/P2 and major incident troubleshooting, resolution, and technical communications.
- Perform root cause analysis and drive permanent corrective actions for recurring incidents.
- Monitor application health, performance, availability, and integration status.
- Analyze logs across application, system, database, and middleware layers.
- Troubleshoot Production, UAT, SIT, and Development environments.
- Support releases, deployments, patches, and configuration changes under banking change-management procedures.
- Coordinate with development, infrastructure, database, middleware, network, security, and vendor teams.
- Maintain support procedures, knowledge articles, technical documentation, and operational runbooks.
- Mentor junior support engineers and provide technical guidance to the L2 support team.
Required Skills and Experience
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- 5-8+ years of experience in application support, production support, or application operations.
- Experience in banking, financial services, or another highly regulated environment.
- Strong L2 support, P1/P2 incident, major incident management, troubleshooting, and RCA experience.
- Experience in a 24/7 shift-based production support environment.
- Knowledge of Linux/Unix, Windows, SQL, databases, REST/SOAP APIs, integrations, middleware, and application servers.
- Experience with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, or Grafana.
- Understanding of ITIL Incident, Problem, and Change Management and banking security and compliance requirements.
- Strong communication and stakeholder management skills.
Preferred Skills
- Experience supporting Java and/or .NET enterprise applications.
- Knowledge of microservices and distributed systems.
- Experience with CI/CD, Jenkins, Git, Azure DevOps, or similar tools.
- Exposure to Docker/Kubernetes.
- Experience with banking integrations, payment systems, digital channels, or core banking applications.
- ITIL certification is a plus.
Support Schedule
- The role includes rotational shifts, on-call coverage, and critical production activities outside normal working hours when required.
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