Senior Digital Channels Support Engineer

Role Overview

Senior Digital Channels Support Engineer at TAWANTECH. The role provides operational support for enterprise digital banking applications and customer-facing digital channels in a 24x7 production support environment.

Role Purpose

Ensure availability, performance, and reliability of digital services running on modern microservices architecture. Lead production incident resolution, monitor critical systems, troubleshoot complex application issues, and collaborate with development, infrastructure, DevOps, and business teams to maintain seamless digital banking operations.

Key Responsibilities

Production Support & Incident Management

• Provide Level 2/Level 3 production support for Digital Channels applications.
• Lead troubleshooting and resolution of complex production incidents across distributed microservices environments.
• Manage incidents, service requests, problems, and changes in accordance with SLAs and ITIL processes.
• Mentor junior engineers and provide technical leadership during major production incidents.

Monitoring & Performance Analysis

• Monitor application performance, system health, and customer-facing services to ensure maximum availability.
• Analyze application logs, distributed traces, and infrastructure metrics using Splunk and Dynatrace.

Root Cause Analysis & Optimization

• Perform Root Cause Analysis (RCA) and implement permanent solutions for recurring production issues.
• Identify opportunities for automation and continuous operational improvements.

Deployment & Release Support

• Support production deployments, releases, rollbacks, and post-deployment validation activities.

Integration & Collaboration

• Support integrations with backend services, databases, middleware, and third-party systems.
• Collaborate with Development, Infrastructure, Database, Middleware, and DevOps teams to resolve production issues.

Documentation & Knowledge Management

• Maintain operational documentation, runbooks, support procedures, and knowledge base articles.

Qualifications & Experience

• 6–10+ years of experience in Application Production Support.
• Minimum 4+ years supporting enterprise Digital Channels or Digital Banking applications.
• Strong hands-on experience supporting Java (Quarkus)-based microservices.
• Banking or financial services experience is highly preferred.

Skills & Competencies

Technology Stack & Tools

• Java (Quarkus)
• Microservices and REST APIs
• Splunk
• Dynatrace
• Microsoft SQL Server
• Oracle Database
• Linux
• Liferay
• Redis
• OpenShift
• IBM WebSphere

Core Technical Competencies

• Java Microservices production support.
• Troubleshooting distributed applications.
• Application Performance Monitoring (APM).
• Production Monitoring and Alert Management.
• Root Cause Analysis (RCA).
• Log analysis using Splunk.
• Performance analysis using Dynatrace.
• SQL troubleshooting (MS SQL & Oracle).
• Linux administration and shell scripting.
• Redis administration and troubleshooting.
• Liferay application support.
• DevOps concepts and CI/CD support.
• Microservices architecture.
• Incident, Problem, and Change Management.

Preferred Additional Experience

• Experience working with OpenShift, containerized environments, and WebSphere.
• Strong knowledge of Oracle and Microsoft SQL Server databases.
• Experience supporting high-volume, customer-facing applications.
• Familiarity with Agile, DevOps, and CI/CD practices.

Additional Information

• 24x7 production support organization.