Production Support Engineer

We are seeking a dedicated and skilled Digital Production Support Engineer to ensure the stability, availability, and performance of our digital banking systems. This role demands a high level of responsibility, with a focus on managing critical application support, sometimes requiring extended off-hours work to maintain system uptime and meet business needs. You will be integral to bridging technical teams and business stakeholders while driving continuous improvements in system performance and reliability.

Responsibilities :

1. Lead and manage the L2/L3 production support team to resolve issues and maintain system reliability.
2. Provide high-availability application support, ensuring 24/7 uptime for critical systems, with readiness to extend work hours during urgent situations.
3. Facilitate coordination between Operations, Product, Finance, and IT teams.
4. Manage digital banking systems, including mobile banking platforms, API management, Core Banking, Card Management, and AML systems.
5. Prepare, optimize, and execute SQL queries for enhanced database performance and system functionality. Generate and distribute critical reports for stakeholders.
6. Monitor and optimize application performance using advanced monitoring tools (e.g., CloudWatch, Datadog).
7. Work within a cloud-based environment (AWS preferred) to ensure robust and scalable infrastructure.
8. Establish and implement ITIL best practices for effective production support management.

Qualifications :

• 3-6 Years of proven experience with SQL query preparation and database management.
• Strong knowledge of digital banking systems and cloud environments (AWS preferred).
• Hands-on experience with monitoring tools such as CloudWatch, Datadog, or similar.
• Familiarity with Core Banking, Card Management, and AML systems.
• Availability to support high-responsibility applications, including readiness for off-hour work during critical situations.
• Experience in implementing ITIL best practices.
• Excellent problem-solving, communication and coordination skills.