Junior L2 Production Support

Job Summary

We are looking for an experienced L2 Application Support Engineer to provide technical support for business-critical banking applications. The successful candidate will be responsible for production incident management, application troubleshooting, service recovery, root-cause analysis and maintaining application stability.

The role involves supporting applications across Linux/Unix, Java, databases, APIs, messaging systems and batch processing environments. Candidates should have strong hands-on experience in production support and be able to investigate and resolve technical issues across multiple application and infrastructure components.

Key Responsibilities

1. Application Support and Incident Management

• Provide Level 2 (L2) production support for business-critical applications and system interfaces.

• Investigate application errors, transaction failures and production incidents.

• Analyse application logs, system events and error messages to identify root causes.

• Coordinate incident resolution and service recovery to minimise business impact.

• Perform application restarts, batch job reruns and recovery activities where required.

• Escalate complex technical issues to development, infrastructure, database and middleware teams.

• Conduct root-cause analysis and recommend solutions to prevent recurring incidents.

2. Technical Troubleshooting

• Troubleshoot application issues across Linux/Unix, Java, databases, APIs and integrated systems.

• Perform SQL queries and database checks to investigate transaction and data-related issues.

• Analyse application logs and trace transactions across upstream and downstream systems.

• Investigate API failures, connectivity issues, timeouts and integration errors.

• Perform application health checks and identify potential system performance issues.

• Support troubleshooting involving messaging queues, batch processing and network connectivity.

3. Production and Operational Support

• Monitor application performance, system health, interfaces and scheduled batch jobs.

• Support planned production activities, application deployments and post-deployment validation.

• Maintain technical documentation, operational procedures and incident recovery guides.

• Identify opportunities to improve application stability through automation and process improvements.

• Participate in production support activities, shift coverage and incident escalation.

Requirements and Qualifications

• Diploma or Degree in Computer Science, Information Technology, Software Engineering or a related discipline.

• Relevant experience in L2 Application Support, Production Support or Technical Support.

• Hands-on experience troubleshooting applications running on Linux/Unix environments.

• Good knowledge of Java application support and JVM troubleshooting.

• Experience with SQL and database troubleshooting.

• Understanding of REST APIs, HTTP protocols and application integration.

• Experience in incident management, log analysis and production issue resolution.

• Strong analytical, troubleshooting and problem-solving skills.

• Good communication skills and ability to work with cross-functional technical teams.

• Willingness to work in a rotational shift environment.

Good to Have

• Experience in the banking or financial services industry.

• Knowledge of COBOL and CICS mainframe environments.

• Experience with IBM MQ or other messaging middleware.

• Familiarity with batch processing and job scheduling tools.

• Knowledge of SSL/TLS certificates and network connectivity troubleshooting.

• Experience with application monitoring and production recovery tools.

• This is a shift-based production support role.