L2 Senior Application Support expert
Posted Updated
Description
Job Summary
We are looking for an experienced L2 Senior Application Support Engineer with 10+ years of experience in application support, preferably within the Banking and Payments domain. The candidate should have strong hands-on experience in UNIX/Linux, SQL, Shell Scripting, MQ, and WebSphere, along with a good understanding of banking and payment systems. The role involves managing application support activities, troubleshooting production issues, conducting root cause analysis, handling critical incidents, and ensuring timely resolution of issues within defined SLAs. A minimum of 2+ years of experience in the Banking/Payments domain is mandatory.
- 10+ years of experience in Application Support, Production Support or L2 Support.
- Minimum 2+ years of experience in the Banking/Payments domain is mandatory.
- Good understanding and hands-on experience with UNIX, Linux, SQL, and Shell Scripting.
- Experience working with MQ and WebSphere application servers.
- Basic knowledge of Java and COBOL would be an added advantage.
- Experience working on Linux, AIX, and Windows servers.
- Hands-on experience with support and incident management tools such as Jira and ServiceNow.
- Familiarity with tools such as PuTTY and WinSCP.
- Strong understanding of banking and payment systems, including SWIFT, FED, CHIPS, and ISO 20022.
- Exposure to ACI MTS will be an added advantage.
- Experience in incident management, problem management, root cause analysis, and change request management.
- Ability to troubleshoot complex production issues and coordinate with development and infrastructure teams.
- Strong communication and client-handling skills.
- Willingness to work in scheduled on-call rotations and provide support during critical incidents.
Job Responsibilities
- Provide L2 application support for banking and payment applications, ensuring timely resolution of incidents within defined SLAs.
- Monitor application performance and ensure the availability and stability of business-critical applications.
- Perform troubleshooting and root cause analysis for production issues and provide detailed technical findings to development teams through Change Requests (CRs).
- Manage the complete incident and case lifecycle, from initial reporting and investigation to resolution and closure.
- Participate in high-priority (P1) incidents and coordinate with internal technical teams to restore services within agreed timelines.
- Work with UNIX/Linux, SQL, Shell Scripting, MQ, and WebSphere to investigate and resolve application-related issues.
- Analyze application logs, server logs, and database queries to identify and troubleshoot production issues.
- Collaborate with development, infrastructure, database, and other support teams for effective issue resolution.
- Communicate directly with clients and stakeholders to provide timely updates, resolve queries, and ensure a high-quality support experience.
- Identify recurring issues, recommend permanent fixes, and contribute to continuous service improvement.
- Follow incident, problem, and change management processes while maintaining proper documentation.
- Ensure effective handover, knowledge sharing, and support coverage during scheduled on-call rotations.
Benefits
- Innovative Engineering: Collaborative, fail-fast, flat hierarchy. Fosters learning, initiative, curiosity.
- Masterful Development: Emphasizes clean code, SOLID principles, TDD/BDD. Utilizes robust CI/CD and polyglot engineering.
- Continuous Growth: Structured mentorship, masterclasses, Geeknights, workshops, continuous skill enhancement, blog contributions.
- Agile Client-Centric: Adopts Agile (Scrum, XP), promotes project ownership and deep client understanding for impactful solutions.
- Supportive Environment: Healthy work-life balance, flexible schedules, comprehensive benefits (generous leave), strong team-building.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.