Senior Application Support Engineer - Tier 2

Role Overview

Senior Application Support Engineer – Tier 2 at TAWANTECH. This is a 24/7 production support role providing critical incident management and troubleshooting for banking applications and services.

Role Purpose

Provide Tier 2 production support for business-critical banking applications through rotational shifts and on-call coverage. Lead troubleshooting and resolution of complex P1/P2 and major incidents, perform Root Cause Analysis, and coordinate across Development, Infrastructure, Database, Middleware, and other technical teams to ensure high availability and stability of banking systems.

Key Responsibilities

Incident & Problem Management

• Provide 24/7 Tier 2 application and production support through rotational shifts and on-call coverage.
• Lead troubleshooting and resolution of P1/P2 incidents and major incidents.
• Perform detailed Root Cause Analysis (RCA) and drive permanent corrective actions.
• Support Major Incident Management and provide timely technical updates to stakeholders.
• Identify recurring incidents and participate in Problem Management activities.
• Ensure incidents and service requests are handled within agreed SLA and ITIL processes.
• Escalate code-level or unresolved issues to Tier 3 / Development teams with complete technical analysis.

Technical Troubleshooting & Monitoring

• Monitor application health, performance, availability, and integration status.
• Analyze application, system, database, and middleware logs to identify and resolve issues.
• Troubleshoot issues across Production, UAT, SIT, and Development environments.
• Support business-critical banking applications and ensure high availability and service continuity.

Operational Support & Coordination

• Support application releases, deployments, patches, and configuration changes in accordance with banking change-management procedures.
• Coordinate with Development, Infrastructure, Database, Middleware, Network, Security, and Vendor teams to resolve complex incidents.
• Support production activities and critical business operations outside normal working hours when required.

Governance & Compliance

• Ensure adherence to banking security, compliance, audit, and operational policies.
• Maintain technical documentation, support procedures, knowledge articles, and operational runbooks.

Team Leadership & Development

• Mentor junior support engineers and provide technical guidance to the L2 support team.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 5–8+ years of experience in Application Support, Production Support, or Application Operations.
• Experience working in banking, financial services, or other highly regulated environments.
• Strong experience in L2 application and production support.
• Proven experience working in a 24/7 shift-based production support environment.
• Strong experience handling P1/P2 incidents and Major Incident Management.
• Strong troubleshooting and Root Cause Analysis skills.

Skills & Competencies

Technical

• Good knowledge of Linux/Unix and Windows environments.
• Strong SQL and database troubleshooting skills.
• Experience with REST/SOAP APIs and system integrations.
• Good understanding of middleware and application servers.
• Experience with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, Grafana, or similar.

Process & Governance

• Strong understanding of ITIL Incident, Problem, and Change Management.
• Good understanding of security, access control, audit, and compliance requirements in banking environments.

Interpersonal

• Strong communication and stakeholder management skills.

Additional Information

Preferred Qualifications & Skills

• Experience supporting Java and/or .NET enterprise applications.
• Knowledge of Microservices and distributed systems.
• Experience with CI/CD, Jenkins, Git, Azure DevOps, or similar tools.
• Exposure to Docker/Kubernetes.
• Experience with banking integrations, payment systems, digital channels, or core banking applications.
• ITIL certification is a plus.