As an L2 Application Support Engineer, you are responsible for ensuring the stability, performance, and resilience of the bank's core and digital applications. You will serve as the second-line technical expert for production systems, resolving complex incidents, preventing recurring issues, and driving continuous improvements across supported platforms.
This role plays a critical part in maintaining system uptime, regulatory compliance, and seamless digital customer experiences. You will work closely with engineering, infrastructure, security, and vendor teams to proactively strengthen application reliability and operational excellence.
Key Responsibilities
Production Stability & Incident Resolution
- Act as the technical escalation point for complex production issues across core banking and digital platforms
- Diagnose application, API, integration, and database-related incidents
- Ensure timely resolution within agreed SLAs and regulatory expectations
- Participate in on-call rotations to support critical banking systems
Reliability Engineering & Proactive Risk Management
- Monitor system health, performance metrics, and integration flows
- Identify patterns in recurring incidents and implement preventive measures
- Lead root cause analysis (RCA) and recommend long-term remediation plans
- Drive improvements that enhance system resilience and reduce operational risk
- Support patching, upgrades, releases, and environment validations
Cross-Functional & Vendor Collaboration
- Coordinate with development, infrastructure, security, and vendor teams for incident resolution
- Escalate product defects and track fixes through to closure
- Contribute to change management and deployment reviews
- Support regulatory and audit requirements related to system stability and access controls
Continuous Improvement & Automation
- Recommend and implement automation initiatives to reduce manual intervention
- Improve monitoring coverage, alerting thresholds, and incident response processes
- Contribute to documentation, knowledge sharing, and operational playbooks
- Mentor L1 support teams and provide subject matter expertise across supported systems
Reporting & Stakeholder Communication
- Prepare incident summaries, RCA documentation, and trend reports
- Communicate technical updates clearly to business and IT stakeholders
- Provide insights on system performance, risk exposure, and improvement initiatives
Qualifications
- 23 years of experience in application support, production support, or reliability engineering within banking or financial services
- Strong hands-on experience with Java backend systems (Spring Boot preferred)
- Solid knowledge of SQL, API troubleshooting, and system integrations
- Experience supporting core banking systems, digital channels, or payment platforms
- Understanding of ITIL processes, incident management, and SLA governance
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent communication and stakeholder coordination abilities
- Ability to operate in a fast-paced, regulated banking environment
Preferred Experience
- Exposure to messaging platforms (e.g., Kafka, RabbitMQ)
- Experience with cloud environments (AWS, Azure) and deployment best practices
- Familiarity with CI/CD pipelines and release management processes
Experience supporting:
- Payments processing
- Loans and credit lifecycle systems
- Customer onboarding & CRM platforms
- Debit and credit card systems
- ODS, batch processing, and regulatory reporting systems
- Experience in automation, scripting, or operational tooling improvements
What Success Looks Like
- Reduced recurring production incidents
- Improved SLA adherence and system uptime
- Clear, actionable root cause documentation
- Increased automation and reduced manual operational risk
- Strong collaboration across engineering and vendor teams
