مهندس دعم تطبيقات أول – المستوى الثاني

We are looking for a Senior Application Support Engineer – Tier 2 to provide 24/7 production support for critical banking applications and services. The role will be responsible for resolving complex application incidents, leading troubleshooting and Root Cause Analysis (RCA), supporting major incidents, and coordinating with Development, Infrastructure, Database, Middleware, and other technical teams to ensure high availability and stability of banking systems.

Key Responsibilities

• Provide 24/7 Tier 2 application and production support through rotational shifts and on-call coverage.

• Support business-critical banking applications and ensure high availability and service continuity.

• Lead the troubleshooting and resolution of P1/P2 incidents and major incidents.

• Perform detailed Root Cause Analysis (RCA) and drive permanent corrective actions.

• Monitor application health, performance, availability, and integration status.

• Analyze application, system, database, and middleware logs to identify and resolve issues.

• Troubleshoot issues across Production, UAT, SIT, and Development environments.

• Support application releases, deployments, patches, and configuration changes in accordance with banking change-management procedures.

• Coordinate with Development, Infrastructure, Database, Middleware, Network, Security, and Vendor teams to resolve complex incidents.

• Escalate code-level or unresolved issues to Tier 3 / Development teams with complete technical analysis.

• Ensure incidents and service requests are handled within agreed SLA and ITIL processes.

• Support Major Incident Management and provide timely technical updates to stakeholders.

• Identify recurring incidents and participate in Problem Management activities.

• Maintain technical documentation, support procedures, knowledge articles, and operational runbooks.

• Ensure adherence to banking security, compliance, audit, and operational policies.

• Support production activities and critical business operations outside normal working hours when required.

• Mentor junior support engineers and provide technical guidance to the L2 support team.

Requirements

Required Skills & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

• 5–8+ years of experience in Application Support, Production Support, or Application Operations.

• Experience working in banking, financial services, or other highly regulated environments.

• Strong experience in L2 application and production support.

• Proven experience working in a 24/7 shift-based production support environment.

• Strong experience handling P1/P2 incidents and Major Incident Management.

• Strong troubleshooting and Root Cause Analysis skills.

• Good knowledge of Linux/Unix and Windows environments.

• Strong SQL and database troubleshooting skills.

• Experience with REST/SOAP APIs and system integrations.

• Good understanding of middleware and application servers.

• Experience with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, Grafana, or similar.

• Strong understanding of ITIL Incident, Problem, and Change Management.

• Good understanding of security, access control, audit, and compliance requirements in banking environments.

• Strong communication and stakeholder management skills.

Preferred Skills

• Experience supporting Java and/or .NET enterprise applications.

• Knowledge of Microservices and distributed systems.

• Experience with CI/CD, Jenkins, Git, Azure DevOps, or similar tools.

• Exposure to Docker/Kubernetes.

• Experience with banking integrations, payment systems, digital channels, or core banking applications.

• ITIL certification is a plus.