L1 Production/Application Support - Core Banking & Payments - #1169645

Work Schedule (A): 24/7 rotation period, the typical shifts are:

• 7:00 AM – 6:00 PM
• 11:00 AM – 10:00 PM
• 9:30 PM – 8:00 AM

The usual work pattern is approximately 4 consecutive working days/nights followed by 3 days off. Because this is 24/7 coverage, shifts may fall on weekdays, weekends and potentially public holidays, depending on the roster.

Work Schedule (B) regular office-hour shifts, usually Monday to Friday with weekends off:

• 8:00 AM – 5:30 PM
• 9:00 AM – 6:30 PM
• 1:00 PM – 10:00 PM

For new hires, they will generally start on the regular Monday–Friday schedule for the first few months before transitioning into the 24/7 roster. The schedule also appears to rotate in block of 3 months. So the candidate should be comfortable with onsite shift work, including day/evening/night rotations and weekend coverage , although there should be at least around 3 months per year on regular office-hour shifts.

Responsibilities

Job Summary

The Banking Application & Infrastructure Production Support Engineer provides end-to-end support for customer-facing banking applications, transaction-processing services, and the underlying technology infrastructure. The role combines hands-on investigation of payment, login, transaction, core banking, cash-management, and card-related issues with infrastructure maintenance, monitoring, automation, and service recovery in a 24x7, SLA-driven environment.

Banking Application and Customer Issue Support

• Investigate customer-reported payment failures, delays, reversals, reconciliation exceptions, login and authentication issues, and failed, pending, duplicate, rejected, or delayed transactions.

• Support incidents affecting core banking, retail and wholesale banking, cash management, customer information, credit cards, debit cards, card processing, and account-related services.

• Assess customer and business impact, provide timely updates, develop safe workarounds where appropriate, and coordinate permanent corrective actions.

Transaction Investigation and Production Support

• Perform end-to-end transaction tracing across applications, databases, APIs, interfaces, middleware, operating systems, networks, storage, AS/400, mainframe, and downstream services.

• Analyze application and system logs, SQL data, batch records, error messages, monitoring alerts, and file-transfer results to isolate the point of failure.

• Identify whether an issue originates from an application, database, scheduler, operating system, network, storage platform, middleware, external interface, or third-party service.

• Support Start-of-Day and End-of-Day processing, production releases, application deployments, service restoration, and Disaster Recovery exercises.

Infrastructure Maintenance and Engineering

• Perform or coordinate network troubleshooting, connectivity and network-path validation, OS patching and upgrades, vulnerability remediation, storage patching, and capacity or performance checks.

• Support physical and virtual server deployment, configuration, migration, infrastructure service provisioning, environment builds, upgrades, and lifecycle activities.

• Safely stop and restart application, middleware, database, batch, and related services during maintenance; complete pre-checks, post-change validation, health checks, and business handover.

• Support high availability, backup, recovery, VMware or equivalent virtualization, and Disaster Recovery arrangements.

Monitoring, Batch Operations, and Automation

• Monitor systems, transactions, batch jobs, interfaces, scheduled tasks, and file transfers using Splunk, Geneos, Control-M, SQL Monitor, and other enterprise tools.

• Create and maintain dashboards, alerts, operational views, and actionable monitoring for application and infrastructure services.

• Develop automation using Ansible, UNIX/Linux shell scripting, PowerShell, Python, SQL, or equivalent technologies to improve reliability and reduce manual effort.

Service Operations and ITIL Management

• Apply Incident, Problem, and Change Management practices; participate in major incident recovery and restore services within agreed SLA and KPI targets.

• Conduct root-cause analysis and post-incident reviews, track corrective and preventive actions, and coordinate permanent remediation for recurring issues.

• Prepare change records, risk and impact assessments, implementation steps, validation procedures, rollback plans, and production-readiness evidence.

• Support Release and Deployment Management, Service Request Management, operational acceptance, SLA reporting, and service-availability reporting.

Stakeholder, Documentation, and Compliance

• Coordinate with business users, customer service, banking operations, application, database, infrastructure, network, storage, cybersecurity, command-centre, and vendor teams.

• Provide clear management updates during service disruptions and maintain incident reports, SOPs, runbooks, recovery procedures, implementation plans, and knowledge articles.

• Ensure production activities comply with banking technology-risk, information-security, regulatory, audit, access-control, and change-governance requirements.

Requirements

Mandatory Experience and Required Skills

• Banking or financial-services experience is mandatory, with a minimum of 5 years of hands-on experience in banking application support, infrastructure operations, production support, or a combination of these areas.

• Proven experience supporting 24x7 mission-critical banking systems in an SLA-driven environment, including customer-impacting and high-severity incident recovery.

• Hands-on experience investigating payment, login, authentication, transaction, core banking, cash-management, card-processing, batch, interface, or file-transfer issues.

• Strong capability in end-to-end transaction tracing, log analysis, SQL investigation, data validation, troubleshooting, and root-cause analysis without compromising production-data integrity.

• Working knowledge of UNIX/Linux, Red Hat Enterprise Linux, IBM AIX, Microsoft Windows Server, AS/400, and/or mainframe systems, with deep hands-on expertise in multiple platforms.

• Experience with Splunk, Geneos, Control-M, SQL monitoring, enterprise application monitoring, and infrastructure monitoring.

• Experience with networking, OS and storage patching, server deployment, VMware or equivalent virtualization, infrastructure service builds, high availability, backup, and Disaster Recovery.

• Automation or scripting experience using Ansible, UNIX/Linux shell scripting, PowerShell, Python, SQL, or equivalent technologies.

• Strong practical experience in Incident, Problem, and Change Management, including major incidents, implementation planning, risk assessment, validation, rollback, and post-incident review.

• Strong written and verbal communication, stakeholder management, documentation, analytical, and problem-solving skills.

• Ability to work independently and collaboratively under strict time constraints, with a strong focus on customer impact, transaction integrity, operational risk, availability, and timely recovery.

• Willingness to participate in rotating shifts, 24x7 on-call coverage, weekend maintenance, public-holiday support where required, and after-hours implementation activities.

Preferred Skills and Experience

• Experience supporting retail banking, wholesale banking, payments, core banking, cash management, customer-information, or card-processing platforms.

• Experience with transaction monitoring, reconciliation, clearing, settlement, batch processing, APIs, middleware, managed file transfer, Oracle, or Microsoft SQL Server.

• Experience creating Splunk and Geneos dashboards and automating investigation, monitoring, deployment, patch validation, or infrastructure-maintenance tasks.

• Exposure to Microsoft Azure, AWS, market-data services, banking cybersecurity, vulnerability management, regulatory compliance, and audit controls.

• Experience working with distributed technology teams and third-party service providers.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline; equivalent relevant professional experience may be considered in line with hiring policy.

• Relevant certifications such as ITIL Foundation, RHCSA/RHCE, IBM AIX, Microsoft, VMware, Ansible, cloud, database, or infrastructure certifications are advantageous.

Working Conditions

• The role operates within a 24x7 banking production-support environment and may require rotating shifts, on-call coverage, weekend or public-holiday support, and after-hours releases or maintenance.

• Extended support may be required during high-severity incidents until the service is stabilized or formally handed over.

Key Domain/ Technical Skills

• Banking Support: Payments, login and authentication, transactions, core banking, cash management, cards, batch, reconciliation, and customer-impacting incidents

• Platforms & Tools: UNIX/Linux, RHEL, AIX, Windows Server, SQL, AS/400, mainframe, Splunk, Geneos, Control-M, VMware, Ansible, shell scripting

• Service Operations: 24x7 production support, Incident, Problem, and Change Management, major incidents, RCA, SLA/KPI, release, DR, and infrastructure maintenance