Level 2 Application Support; Onsite in Birmingham AL

Level 2 Application Support (Onsite in Birmingham AL)

The Level 2 Application Support Engineer is a technical expert responsible for the stability, performance, and security of critical online banking platforms. Acting as the primary escalation point for Level 1 teams, this role leverages high-fidelity monitoring and log analysis tools to triage complex production issues, manage secure identity workflows, and ensure the seamless operation of retail and commercial banking services.

• Observability & Monitoring:
  Use Dynatrace for full-stack performance monitoring and Splunk for deep-dive log analysis to identify application bottlenecks, memory leaks, and latent errors.
• Identity & Access Support:
  Manage and troubleshoot Single Sign-On (SSO) flows, primarily using SAML and OIDC protocols, to ensure secure, frictionless access for banking customers.
• Incident Management & Triage:
  Lead production triage efforts for P1/P2 incidents, managing bridge lines and collaborating with Level 3 (Build-the-Bank) and infrastructure teams to restore service.
• Root Cause Analysis (RCA):
  Conduct detailed post-incident reviews to identify systemic failures and implement permanent fixes or automated healing scripts.
• Security & Compliance:
  Monitor for security anomalies and ensure all support activities comply with PCI DSS, FFIEC, and other financial regulatory standards.
• Automation:
  Identify repetitive manual tasks and develop automation scripts (e.g., using Python or Shell) to improve operational efficiency and reliability.

• Observability Stack:
  Proficient in Splunk (querying, dashboards) and Dynatrace (APM, real-time alerting).
• Security Tech:
  Hands-on experience with SSO providers (e.g., Okta, Ping Identity, Microsoft Entra ) and biometric authentication integrations.
• Banking Platforms:
  Experience supporting mobile banking, APIs (tested via Postman), and payment gateways like SWIFT, ACH, or real-time payment rails.
• Database & Middleware:
  Strong skills in SQL for data validation and experience with middleware like IBM MQ, Web Sphere, or JBoss.
• Environment:
  Proficiency in Linux/Unix commands and containerized environments (Docker, Kubernetes/Open Shift).
• Ticketing:
  Expert use of Service Now, Jira, or Remedy for incident and change management.