The L2 Support Engineer will provide second-level technical support for the bank’s IT systems, applications, and infrastructure. This role serves as an escalation point for issues unresolved by L1 support, ensuring minimal disruption to banking operations, customer-facing services, and internal processes. The L2 Support Engineer will troubleshoot complex technical issues, collaborate with L3 engineers and vendors when needed, and maintain a high standard of service in a fast-paced, regulated environment.
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Location: Abu Dhabi Emirate, United Arab Emirates
Work Conditions: On-site, Full-time
Experience:
- 6–9 years of experience in Java application support or development.
- Prior experience in a banking or financial services environment is highly preferred.
Education Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Technical Skills:
- Proficiency in troubleshooting Windows/Linux operating systems, ORACLE, SQL databases, and network protocols (TCP/IP, DNS, VPN).
- Experience with ITSM tools (e.g., Remedy, ServiceNow) and monitoring tools (e.g., Dynatrace, Splunk).
- Knowledge of cloud platforms (e.g., Azure, AWS) and virtualization (e.g., VMware) is a plus.
Certification:
- Certifications in cloud architecture (e.g., AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert) and enterprise architecture certifications (e.g., TOGAF, Zachman) are preferred.
Soft Skills:
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills for interacting with both technical and non-technical stakeholders.
- Ability to work under pressure and manage multiple priorities in a time-sensitive environment.
- Proactive approach to identifying and resolving potential system issues before they impact operations.
Responsibilities:
- Incident Resolution: Handle escalated tickets from L1 support, diagnose and resolve technical issues involving core banking systems, and perform root cause analysis for recurring issues.
- System Maintenance: Monitor and maintain banking IT infrastructure to ensure uptime and performance, manage updates, patches, and configurations for banking software and tools.
- Customer and Employee Support: Provide advanced technical assistance to bank employees and resolve issues impacting customer-facing services, participate in 24x7 on-call rotation and weekend support as required.
- Collaboration and Escalation: Work closely with L3 support, development teams, and third-party vendors to resolve critical incidents, document and escalate unresolved issues.
- Compliance and Security: Ensure compliance with banking regulations and internal security policies, assist in troubleshooting security incidents.
- Reporting and Documentation: Maintain accurate records in the IT service management (ITSM) tool, generate reports on system performance and resolution metrics.
- Process Improvement: Identify opportunities to enhance support processes and contribute to knowledge base articles and training materials for L1 support teams.
Language Requirements:
- Excellent verbal and written communication skills are required.
