Production Support Engineer

Responsibilities:

Banking Application and Customer Issue Support

• Investigate customer-reported payment failures, delays, reversals, reconciliation exceptions, login and authentication issues, and failed, pending, duplicate, rejected, or delayed transactions.
• Support incidents affecting core banking, retail and wholesale banking, cash management, customer information, credit cards, debit cards, card processing, and account-related services.
• Assess customer and business impact, provide timely updates, develop safe workarounds where appropriate, and coordinate permanent corrective actions.

Transaction Investigation and Production Support

• Perform end-to-end transaction tracing across applications, databases, APIs, interfaces, middleware, operating systems, networks, storage, AS/400, mainframe, and downstream services.
• Analyze application and system logs, SQL data, batch records, error messages, monitoring alerts, and file-transfer results to isolate the point of failure.
• Identify whether an issue originates from an application, database, scheduler, operating system, network, storage platform, middleware, external interface, or third-party service.
• Support Start-of-Day and End-of-Day processing, production releases, application deployments, service restoration, and Disaster Recovery exercises.

Infrastructure Maintenance and Engineering

• Perform or coordinate network troubleshooting, connectivity and network-path validation, OS patching and upgrades, vulnerability remediation, storage patching, and capacity or performance checks.
• Support physical and virtual server deployment, configuration, migration, infrastructure service provisioning, environment builds, upgrades, and lifecycle activities.
• Safely stop and restart application, middleware, database, batch, and related services during maintenance; complete pre-checks, post-change validation, health checks, and business handover.
• Support high availability, backup, recovery, VMware or equivalent virtualization, and Disaster Recovery arrangements.

Monitoring, Batch Operations, and Automation

• Monitor systems, transactions, batch jobs, interfaces, scheduled tasks, and file transfers using Splunk, Geneos, Control-M, SQL Monitor, and other enterprise tools.
• Create and maintain dashboards, alerts, operational views, and actionable monitoring for application and infrastructure services.
• Develop automation using Ansible, UNIX/Linux shell scripting, PowerShell, Python, SQL, or equivalent technologies to improve reliability and reduce manual effort.

Service Operations and ITIL Management

• Apply Incident, Problem, and Change Management practices; participate in major incident recovery and restore services within agreed SLA and KPI targets.
• Conduct root-cause analysis and post-incident reviews, track corrective and preventive actions, and coordinate permanent remediation for recurring issues.
• Prepare change records, risk and impact assessments, implementation steps, validation procedures, rollback plans, and production-readiness evidence.
• Support Release and Deployment Management, Service Request Management, operational acceptance, SLA reporting, and service-availability reporting.

Stakeholder, Documentation, and Compliance

• Coordinate with business users, customer service, banking operations, application, database, infrastructure, network, storage, cybersecurity, command-centre, and vendor teams.
• Provide clear management updates during service disruptions and maintain incident reports, SOPs, runbooks, recovery procedures, implementation plans, and knowledge articles.
• Ensure production activities comply with banking technology-risk, information-security, regulatory, audit, access-control, and change-governance requirements.

Requirements:

• Banking or financial-services experience is mandatory, with a minimum of 5 years of hands-on experience in banking application support, infrastructure operations, production support, or a combination of these areas.
• Proven experience supporting 24x7 mission-critical banking systems in an SLA-driven environment, including customer-impacting and high-severity incident recovery.
• Hands-on experience investigating payment, login, authentication, transaction, core banking, cash-management, card-processing, batch, interface, or file-transfer issues.
• Strong capability in end-to-end transaction tracing, log analysis, SQL investigation, data validation, troubleshooting, and root-cause analysis without compromising production-data integrity.
• Working knowledge of UNIX/Linux, Red Hat Enterprise Linux, IBM AIX, Microsoft Windows Server, AS/400, and/or mainframe systems, with deep hands-on expertise in multiple platforms.
• Experience with Splunk, Geneos, Control-M, SQL monitoring, enterprise application monitoring, and infrastructure monitoring.
• Experience with networking, OS and storage patching, server deployment, VMware or equivalent virtualization, infrastructure service builds, high availability, backup, and Disaster Recovery.
• Automation or scripting experience using Ansible, UNIX/Linux shell scripting, PowerShell, Python, SQL, or equivalent technologies.
• Strong practical experience in Incident, Problem, and Change Management, including major incidents, implementation planning, risk assessment, validation, rollback, and post-incident review.
• Strong written and verbal communication, stakeholder management, documentation, analytical, and problem-solving skills.
• Ability to work independently and collaboratively under strict time constraints, with a strong focus on customer impact, transaction integrity, operational risk, availability, and timely recovery.
• Willingness to participate in rotating shifts, 24x7 on-call coverage, weekend maintenance, public-holiday support where required, and after-hours implementation activities.

Preferred Skills and Experience

• Experience supporting retail banking, wholesale banking, payments, core banking, cash management, customer-information, or card-processing platforms.
• Experience with transaction monitoring, reconciliation, clearing, settlement, batch processing, APIs, middleware, managed file transfer, Oracle, or Microsoft SQL Server.
• Experience creating Splunk and Geneos dashboards and automating investigation, monitoring, deployment, patch validation, or infrastructure-maintenance tasks.
• Exposure to Microsoft Azure, AWS, market-data services, banking cybersecurity, vulnerability management, regulatory compliance, and audit controls.
• Experience working with distributed technology teams and third-party service providers.