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Sr Application Support – Banking System(L2) - Java based application support
United Arab Emirates
· Contract
·
Mid-Senior
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 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
- 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 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.
Key Skills
Ranked by relevance
java
cybersecurity
oracle
splunk
sql
vpn
dns
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- Posted
- Oct 17, 2025
- Type
- Contract
- Level
- Mid-Senior
- Location
- Abu Dhabi
- Company
- TAT IT Technolgies
Industries
Technology
Information
Internet
Categories
Information Technology
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