Service Support Engineer (Mobile & Banking Applications) - Tier 3 - Nimble
Job Description
The Service Support Engineer (Tier 3) provides advanced technical support for the bank’s
core digital platforms, including Mobile Banking and Internal Web Applications. This role
acts as a critical escalation point for resolving complex system issues across Windows,
Linux, and Cloud environments (AWS/Azure). You will be responsible for ensuring the
24/7 availability of banking services, managing critical Job Scheduling operations, and
collaborating with Developers to maintain the integrity of the bank’s digital infrastructure.
Key Responsibilities:
Banking Application Support: Provide Tier 3 support for Mobile Banking
(iOS/Android) and Internal Web Applications. Monitor system performance,
identify bugs, and troubleshoot application-level errors.
Job Scheduling & Operations: Oversee and execute critical banking tasks via
Windows Task Scheduler and Linux Crontab. Ensure all scheduled jobs (e.g., end of-day processing, data synchronization) run accurately and on time.
Cloud & Infrastructure Monitoring: Maintain the health and security of services on
AWS (EC2, S3) or Azure (VM, Storage). Manage IAM roles and assist in secure
software deployments and system patching.
Advanced Troubleshooting: Analyze complex issues related to System Logs,
Database Connections, and Network Latency that a.ect banking transactions.
Perform Root Cause Analysis (RCA) in collaboration with Developer and Security
teams.
Automation & Scripting: Develop and maintain PowerShell, Bash, or Python
scripts to automate routine banking operations and backup processes to minimize
human error.
Documentation: Create and update Knowledge Base entries and Troubleshooting
Guides to ensure compliance with banking audit standards.
Troubleshoot and analyze issues, including mobile application (iOS/Android),
across UAT and PVT environments to ensure successful golive- readiness.
Job Qualifications
Education: Bachelor’s Degree in Computer Engineering, IT, Computer Science, or a
related field.
Experience: 3 years up of experience in IT Support, System Administration, or
Banking Operations. Interest in Mobile App Support and Cloud Infrastructure is
essential.
Technical Proficiency:
Foundational knowledge of Windows Server, Linux CLI, and Web
Application architecture.
Understanding of Mobile Banking systems and how APIs/Web Services
interact with the backend.
Familiarity with Job Scheduling logic (Cron jobs/Task Scheduler).
Basic understanding of Cloud Computing (Certifications like AWS Cloud
Practitioner or Azure Fundamentals are a plus).
Ability to write basic scripts (PowerShell, Python, or Bash) and basic SQL
queries for data investigation.
Advanced Diagnostics: Proficient in using tcpdump and Wireshark for
packet-level analysis to trace API flows and resolve complex integration
issues between internal systems and third-party partners.
Network Fundamentals: Strong grasp of TCP/IP, DNS, and SSL/TLS
protocols, essential for debugging connectivity and authentication (OAuth2)
issues in production environments.
API Observability: Skilled in analyzing network tra.ic to identify latency
bottlenecks and transmission errors that application logs might miss.
Experience building automation tools or workflow automations using
Microsoft Power Automate, n8n , or Copilot Studio is a plus.
Good communication skills and ability to manage cross-functional tasks.
Demonstrate strong analytical and technical troubleshooting skills,
including the ability to analyze logs, trace API flows, and resolve mobile
(iOS/Android) issue