TAT IT Technolgies
Sr Application Support – Banking System(L2) - Java based application support
TAT IT TechnolgiesUnited Arab Emirates2 days ago
ContractInformation Technology
Urgent requirement for Senior Application Support analyst – Banking Systems (L2) - Java-based application support or dev is required for our banking clients in Abu Dhabi ,UAE

  • Strong experience in 6–9 years of hands-on experience in Java-based application support or dev ---Must
  • Strong experience in supporting banking systems (transaction processing, account mgmt). is Must

Strong experience in Log Analysis & RCA is Must

Strong experience in ITSM tools (e.g., Remedy, ServiceNow) and monitoring tools (e.g., Dynatrace, Splunk) is MUST

Strong experience in troubleshooting Windows/Linux operating systems, ORACLE, SQL databases, and network protocols (TCP/IP, DNS, VPN) is MUST

Strong experience in Banking is MUST

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.

Key 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.

Skills: support,application,bank,java

Key Skills

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