- This is 12 months contract role with a potential to extend
We are looking for a Senior Application Support Engineer to provide L2 production support for Real-Time Payments applications within the Corporate/Global Banking environment.
The role focuses on production incident management, problem management, root cause analysis, service stability and operational excellence across a high-availability, transaction-driven payments environment. This is a senior individual contributor role with deep technical and operational ownership and no direct people management responsibilities.
Key Responsibilities
- Provide L2 production support for Real-Time Payments applications within the Corporate Banking domain.
- Identify, troubleshoot and resolve production incidents, including high-severity and critical incidents in a 24x7 environment.
- Lead problem and known-error management, including root cause analysis, mitigation and tracking of permanent resolutions.
- Manage incident and problem tickets through ServiceNow / enterprise ITSM tools.
- Perform application health checks, monitoring and automation of BAU activities to maintain system stability.
- Coordinate workload and operational activities with global support teams across regions.
- Own production incident management, problem management and service governance activities.
- Support regulatory, compliance and audit-related assessments and requests.
- Coordinate server OS and vulnerability patching, including identifying appropriate outage windows for 24x7 active-passive applications.
- Act as a senior escalation point and SME for complex production issues and cross-functional incidents.
- Provide technical guidance and thought leadership without direct people management responsibility.
- Ensure timely restoration of services while maintaining clear communication with stakeholders, partners and impacted teams.
Technical Skills & Experience
- 10+ years of relevant IT experience in Production Support, Application Support, Release Support, ITIL, Technical Implementation or similar roles.
- Strong experience supporting high-availability, transaction-driven applications, preferably within Payments, Banking or Payment Orchestration environments.
- Proven experience managing real-time production incidents and high-severity outages in a 24x7 environment.
- Strong hands-on experience with some/all of:JDBCXML / JSONRabbitMQ / MQMicroservicesMuleSoft
- Strong Unix/Linux and Windows operating system knowledge with scripting capabilities.
- Strong database troubleshooting skills, with experience in Oracle, DB2 and/or PL/SQL.
- Hands-on experience with L1/L2/L3 production support environments.
- Experience using multiple monitoring and scheduling tools.
- Strong troubleshooting, analytical and research skills, with the ability to perform advanced queries and technical analysis to resolve production issues.
- Experience conducting Root Cause Analysis (RCA) and identifying mitigation, risk and permanent remediation actions.
- Strong understanding of application/infrastructure dependencies and real-time service restoration.
Payments Domain Experience
- Experience supporting Payments and Settlement systems.
- Knowledge of APAC payment rails such as:RTGSReal-Time PaymentsDomestic PaymentsGlobal/Cross-Border Payments
- Understanding of payment processing, settlement flows and regulatory cut-off timelines.
- Exposure to Sanctions screening and payment compliance processes is advantageous.
- Finacle product knowledge is highly preferred.
- Experience with payment warehouses or payment orchestration platforms is an added advantage.
Service & Operational Excellence
- End-to-end exposure to Production Shared Services, including service analytics, monitoring governance, capacity and availability management.
- Experience working with global teams to maintain stable, resilient production environments.
- Strong understanding of ITIL, incident management, problem management and service governance.
- Demonstrated ability to operate effectively under pressure during critical production incidents.
- Strong stakeholder communication skills, particularly during major incidents and service restoration.
Working Model
This role operates within a 24x7 production support environment, including shift work, weekends and public holidays.
Senior individual contributor role with significant technical ownership and responsibility for production stability.