Production Support Delivery Lead

Application Support Engineer – L2 (Banking Application)

Job Title: Application Support Engineer-L2

Location: Abu Dhabi

Experience: 6–9 years of experience in Java application support or development.

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.

• 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, 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;
  
  participate in incident management, change management, and release deployment activities in a production environment.
• Production Deployment – Participate in incident management, change management, and release deployment activities in a production environment.
• System Maintenance – Monitor and maintain banking IT infrastructure (servers, databases, 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; 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 escalation 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 in coordination with the cybersecurity team.
• Reporting and Documentation – Maintain accurate records of incidents, resolutions and system changes in the IT service management 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 development of knowledge base articles and training materials for L1 support teams; analyze logs and exceptions to identify root causes; write RCAs for production issues; collaborate with development, QA and infrastructure teams for issue resolution and deployments.

• Bachelor’s degree in Computer Science, Information Technology or a related field (or equivalent experience).

• Prior experience in banking or financial services environment is highly preferred.
• Technical
  
  Skills:
  
  Proficiency in troubleshooting Windows/Linux operating systems, Oracle, SQL databases and network protocols (TCP/IP, DNS, VPN); experience with ITSM tools (Remedy, Service Now) and monitoring tools (Dynatrace, Splunk); knowledge of cloud platforms (Azure, AWS) and virtualization (VMware) is a plus.
• Soft Skills:
  
  Strong problem‑solving and analytical skills; excellent verbal and written communication skills for interacting with technical and non‑technical stakeholders; ability to work under pressure and manage multiple priorities in a time‑sensitive environment; proactive approach to identifying and resolving potential system issues before they impact operations.

• Certifications in cloud architecture (AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, etc.)
• TOGAF, Zachman, or other enterprise architecture certifications.
• Experience with Agile methodologies (Scrum, Kanban, SAFe).

Contract

Not Applicable

Management and Manufacturing

IT Services and IT Consulting