Job Overview:
Ensure the stability, availability, and efficient operation of financial and non-financial applications and systems by providing advanced technical support, resolving complex incidents, monitoring system performance, and driving continuous improvement in operational reliability, service quality, and user satisfaction.
Job Responsibility:
- Providing L2 technical support to internal users and business teams to ensure timely resolution of complex technical issues across financial and non-financial applications.
- Managing incidents and escalated support tickets in accordance with agreed SLAs to minimize business disruption and maintain service quality.
- Conducting root cause analysis of production incidents to identify underlying issues and prevent recurrence.
- Monitoring system performance, application availability, and production health to ensure operational stability and proactively identify potential issues.
- Supporting application deployments, releases, and change management activities to ensure smooth implementation and minimize production risks.
- Developing and enhancing monitoring dashboards, alerts, and health checks to facilitate early detection of system failures and performance issues.
- Automating repetitive operational tasks using scripts and tools to improve efficiency, reduce manual effort, and minimize human error.
- Creating and maintaining technical documentation, troubleshooting guides, and operational procedures to standardize support practices and facilitate knowledge sharing.
- Coordinating with development teams, infrastructure teams, vendors, and business stakeholders to resolve technical issues and ensure effective communication and service delivery.
- Preparing operational reports and mentoring junior engineers to improve performance monitoring, support quality, and the team's technical capabilities.
Job Requirements:
- Bachelor’s degree in suitable discipline (Computer Engineering, Information Systems, Computer Science) or a related field
- 4–6 years of experience in Operations Support or Application Support role (L2), with proven ownership of incidents and problem resolution
- Experience supporting financial platforms (such as trading systems in a financial institution) or non-financial business applications.
- Very strong research, analytical, investigation, troubleshooting and problem-solving skills
- Excellent written and verbal communication skills
- Ability to build constructive relationships with users and business teams, and to understand their expectations to deliver the required level of service
- Strong SQL and database skills (Oracle, MySQL and/or MSSQL), including querying, troubleshooting and performance checks
- Solid understanding of ELK (Elasticsearch, Kibana and Logstash) for log analysis
- Solid understanding of monitoring tools such as Prometheus and Grafana
- Solid understanding of network fundamentals (DNS, firewalls, FTP, HTTP/S, SMTP, SSH, TCP and Telnet)
- Scripting experience (e.g., Python, PowerShell, Bash) for automation
- Experience using REST APIs for interacting and integrating with various platforms, and reading and manipulating JSON and XML
- Solid understanding of SDLC concepts and experience in Agile methodology and CI/CD
