Senior Application Support Engineer - Tier 2

Job Overview

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.
• Troubleshoot issues across Production, UAT, SIT, and Development environments.
• Support application releases, deployments, patches, and configuration changes in accordance with banking change-management procedures.
• Coordinate with Development, Infrastructure, Database, Middleware, Network, Security, and Vendor teams to resolve complex incidents.
• Escalate code-level or unresolved issues to Tier 3 / Development teams with complete technical analysis.
• Ensure incidents and service requests are handled within agreed SLA and ITIL processes.
• Support Major Incident Management and provide timely technical updates to stakeholders.

Requirements

• 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 working in banking, financial services, or other highly regulated environments.
• Strong experience in L2 application and production support.
• Proven experience working in a 24/7 shift-based production support environment.
• Strong troubleshooting and Root Cause Analysis skills.
• Good knowledge of Linux/Unix and Windows environments.
• Strong SQL and database troubleshooting skills.
• Experience with REST/SOAP APIs and system integrations.
• Good understanding of middleware and application servers.
• Experience with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, Grafana, or similar.
• Strong understanding of ITIL Incident, Problem, and Change Management.

Skills

• Linux/Unix
• Windows
• SQL
• REST/SOAP APIs
• Middleware
• Splunk
• Dynatrace
• AppDynamics
• Grafana
• ITIL Incident, Problem, and Change Management
• Java
• .NET