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 with technical teams to maintain high 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 with technical teams to maintain high availability and stability.
Key Responsibilities
- Provide rotational-shift and on-call Tier 2 application and production support.
- Lead P1/P2 and major incident troubleshooting and resolution.
- Perform Root Cause Analysis and drive permanent corrective actions.
- Monitor application health, performance, availability, and integrations.
- Analyze application, system, database, and middleware logs.
- Troubleshoot Production, UAT, SIT, and Development environments.
- Support releases, deployments, patches, and configuration changes.
- Coordinate with development, infrastructure, database, middleware, network, security, and vendor teams.
- Escalate unresolved code-level issues to Tier 3 or development teams.
- Handle incidents and service requests within agreed SLAs and ITIL processes.
- Maintain support documentation, knowledge articles, and operational runbooks.
- Mentor junior support engineers and guide 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 application support, production support, or application operations experience.
- Experience in banking, financial services, or highly regulated environments.
- Strong L2 application and production support experience.
- Experience in 24/7 shift-based production support.
- Experience with P1/P2 incidents and Major Incident Management.
- Strong troubleshooting and Root Cause Analysis skills.
- Knowledge of Linux/Unix and Windows environments.
- Strong SQL and database troubleshooting skills.
- Experience with REST/SOAP APIs and system integrations.
- Understanding of middleware, application servers, monitoring, observability, ITIL, security, and compliance.
Preferred Skills
- Experience supporting Java and/or .NET enterprise applications.
- Knowledge of microservices and distributed systems.
- Experience with CI/CD, Jenkins, Git, or Azure DevOps.
- Exposure to Docker or Kubernetes.
- Experience with banking integrations, payment systems, digital channels, or core banking applications.
- ITIL certification is a plus.
Work Schedule
- The role includes rotational shifts, on-call coverage, and support outside normal working hours when required.
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