Job Title
: Application Support Engineer-L2
Location
: Abu Dhabi
Experience
: 6–9 years of experience in Java application support or development.
Job Overview:
The L2 Support Engineer will provide second-level technical support for bank's IT systems, applications, and infrastructure.
This role serves as an escalation point for issues unresolved by L1 support, ensuring minimal disruption to banking operations, customer-facing services, and internal processes.
The L2 Support Engineer will troubleshoot complex technical issues, collaborate with L3 engineers and vendors when needed, and maintain a high standard of service in a fast-paced, regulated environment.
Education Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Experience:
- Prior experience in banking or financial services environment is highly preferred.
Technical Skills:
- Proficiency in troubleshooting Windows/Linux operating systems, ORACLE, SQL databases, and network protocols (TCP/IP, DNS, VPN).
- Experience with ITSM tools (e.g., Remedy, ServiceNow) and monitoring tools (e.g., Dynatrace, Splunk).
- Knowledge of cloud platforms (e.g., Azure, AWS) and virtualization (e.g., VMware) is a plus.
Soft Skills:
Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills for interacting with technical and non-technical stakeholders.
- Ability to work under pressure and manage multiple priorities in a time-sensitive environment.
- Proactive approach to identifying and resolving potential system issues before they impact operations.
Certification:
- Certifications in cloud architecture (AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, etc.)
- TOGAF, Zachman, or other enterprise architecture certifications.
- Experience with Agile methodologies (Scrum, Kanban, SAFe).
Responsibilities:
Incident Resolution:
- Handle escalated tickets from L1 support related to banking applications, systems, and hardware.
Handle L2 tickets assigned in BMC Remedy.
- Diagnose and resolve technical issues involving core banking systems (e.g., transaction processing, account management), online banking and onboarding platforms.
- Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
- Ensure quick turnaround on incident resolution and timely communication to stakeholders as per SLA.
Production deployment
- Participate in incident management, change management, and release deployment activities in a production environment.
System Maintenance:
- Monitor and maintain banking IT infrastructure, including servers, databases, and networks, to ensure uptime and performance.
- Manage updates, patches, and configurations for banking software and tools.
Customer and Employee Support:
- Provide advanced technical assistance to bank employees and resolve issues impacting customer-facing services (e.g., mobile banking apps, teller systems).
- Communicate effectively with stakeholders, offering clear updates on issue resolution timelines and workarounds.
- Participate in 24x7 on-call rotation and weekend support as required.
Collaboration and Escalation:
- Work closely with L3 support, development teams, and third-party vendors to resolve critical incidents outside L2 scope.
- Document and escalate unresolved issues with detailed analysis to higher support tiers or external partners.
Compliance and Security:
- Ensure all support activities comply with banking regulations and internal security policies.
- Assist in troubleshooting security incidents, such as unauthorized access or system vulnerabilities, in coordination with the cybersecurity team.
Reporting and Documentation:
- Maintain accurate records of incidents, resolutions, and system changes in the IT service management (ITSM) tool (Jira).
- Generate daily/weekly reports on system performance, incident trends, and resolution metrics for management review.
Process Improvement:
- Identify opportunities to enhance support processes, reduce ticket resolution time, and improve system reliability.
- Contribute to the development of knowledge base articles and training materials for L1 support teams.
- Analyze logs and exceptions to identify root causes.
- Write RCA for production issue.
- Collaborate with development, QA, and infrastructure teams for issue resolution and deployments.