Application Support (L2) - Proficient in English

Requirements

• Bachelor's Degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of experience in L2 Support, Production Support, or Technical Operations, preferably within the Banking or FinTech industry.
• Strong understanding of core banking systems, payment gateway flows, and web/mobile banking transactions.
• Experience supporting internal enterprise applications such as ERP, CRM, LOS, or other business-critical systems.
• Strong SQL skills (PostgreSQL, Oracle, MySQL) for transaction investigation and data analysis.
• Experience troubleshooting REST APIs, HTTP response codes, mobile applications (iOS/Android), and tools such as Postman or Charles Proxy.
• Good understanding of Microservices Architecture, API integration, database queries (read-only), and networking fundamentals.
• Hands-on experience with monitoring and observability tools such as Splunk, Grafana, Datadog, New Relic, or similar platforms.
• Familiar with tools such as Jira, Slack, OpenSearch, Superset, AWS Console, and other production support tools.
• Strong analytical and problem-solving skills with a high level of accuracy when handling financial transactions.
• Excellent communication skills with the ability to explain technical issues to both technical and non-technical stakeholders.
• Able to remain calm and work effectively during production incidents and high-pressure situations.

• Responsibilities
• Perform initial triage and classification of production issues by assessing severity, impact, and technical domain.
• Investigate and isolate root causes across distributed systems using logs, APIs, databases, and monitoring tools without direct code changes.
• Provide high-quality diagnostic information when escalating issues to L3 Support or Engineering teams.
• Collaborate with internal stakeholders and third-party vendors to resolve application and integration issues.
• Provide second-level support for internal banking applications, including CRM, Loan Origination Systems (LOS), Collection Systems, Risk Management Systems, and other back-office applications.
• Trace end-to-end transaction flows using tools such as Splunk and Grafana, from user requests through APIs, databases, and third-party integrations.
• Perform Root Cause Analysis (RCA) for recurring incidents and collaborate with Backend and DevOps teams to implement permanent solutions.
• Ensure production incidents are resolved within agreed Service Level Agreements (SLAs) and maintain accurate incident documentation.