L1 Production Support Engineer

Provide 24x7 production support for Core Banking applications.
Monitor applications and respond to production issues within agreed Service Level Agreements (SLAs).
Coordinate and support infrastructure maintenance activities.
Support the implementation of new application releases following release management processes.
Work closely with application teams, infrastructure teams, vendors, security and change teams.
Manage and track production incidents and escalate issues when required.
Support business operations by ensuring timely resolution of production issues.
Identify opportunities to improve existing support processes and service quality.
Maintain appropriate incident and support documentation.
Support production operations during night shifts, weekends and public holidays as part of the 24x7 support roster.

1–3 years of experience in IT production support.
Experience supporting applications in a production environment.
Basic understanding of Core Banking applications and banking operations.
Experience with ticketing and monitoring tools.
Familiarity with Prometheus, Elasticsearch and Grafana is preferred.
Knowledge of incident management processes.
Good troubleshooting and problem-solving skills.
Ability to work effectively under pressure in a fast-paced production environment.
Strong communication and coordination skills.
Experience working with multiple technical teams and vendors.

Preferred: Prior experience with Sunline Core Banking or similar Core Banking applications.

Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
1–3 years of relevant IT production support experience.

EA Number: 11C4879

See also