Application Support

Job Summary

We are looking for an experienced Application Support Engineer (L2) with strong knowledge of application support, observability, SQL, ITIL processes, shell scripting, automation, and Grafana. The candidate will be responsible for providing production support for banking applications, monitoring application performance, troubleshooting incidents, performing root cause analysis, and ensuring system availability and stability.

The ideal candidate should have experience working in a banking or financial services environment, with a strong focus on incident management, problem management, monitoring, and operational efficiency.

Key Responsibilities

Provide L2 production support for banking applications and ensure high availability and smooth business operations.

Monitor application health, performance, logs, and alerts using observability tools such as Grafana.

Troubleshoot application issues, analyze logs, identify root causes, and coordinate with L3, development, infrastructure, and database teams for resolution.

Perform SQL queries to validate data, investigate application issues, and troubleshoot database-related incidents.

Develop and maintain shell scripts to automate routine operational tasks and support activities.

Identify opportunities for automation to reduce manual effort and improve operational efficiency.

Follow ITIL processes, including Incident Management, Problem Management, Change Management, and Service Request Management.

Monitor critical banking transactions, batch jobs, interfaces, and application workflows.

Perform root cause analysis (RCA) and prepare incident reports and preventive action plans.

Ensure adherence to SLA, KPI, and operational performance targets.

Participate in production deployments, release validation, and post-deployment monitoring.

Maintain support documentation, SOPs, knowledge base articles, and troubleshooting guides.

Coordinate with business stakeholders and internal teams to ensure timely resolution of production issues.

Support audit, compliance, and operational control requirements relevant to banking applications.

Required Technical Skills

Application Support

Hands-on experience in L2 application and production support.

Observability

Experience with application monitoring, log analysis, metrics, dashboards, and alert management.

Grafana

Knowledge of dashboards, metrics visualization, alerting, and application health monitoring.

SQL

Ability to write queries, perform data validation, troubleshoot database issues, and analyze transaction data.

ITIL

Understanding of incident, problem, change, and service request management processes.

Shell Scripting

Ability to write and execute shell scripts for troubleshooting and operational activities.

Automation

Experience automating repetitive support tasks and operational workflows.

Production Operations

Experience with incident investigation, RCA, SLA management, and escalation procedures.

Banking Domain

Understanding of banking applications, financial transactions, batch processing, and business-critical operations.

Preferred Skills

Experience with Linux/Unix operating systems.

Knowledge of log monitoring and analysis tools.

Familiarity with APIs, application servers, and database connectivity troubleshooting.

Exposure to tools such as Splunk, ELK/Elastic Stack, Prometheus, or similar monitoring platforms.

Experience supporting payment systems, core banking applications, transaction processing, or other financial services applications.

Understanding of production change controls, audit requirements, and operational risk management.