As a Senior L2 Engineer, you will serve as a technical lead for the Retail Net Banking and Mobile Banking platforms. Your primary focus will be managing complex escalations and ensuring the high availability of digital banking services. This role is designed for a technical expert who excels in high-pressure, 24/7 environments and possesses deep proficiency in Linux environments, database management (PL/SQL), and API integrations.
Core Responsibilities
- Advanced Troubleshooting: Diagnose and resolve Tier-2 technical incidents within the Retail and Mobile Banking ecosystems.
- Incident Investigation: Perform detailed Root Cause Analysis (RCA) to identify underlying system flaws and implement permanent fixes.
- Cross-Functional Collaboration: Act as the technical bridge between L1 support and L3 development teams to streamline issue resolution.
- System Maintenance: Oversee the deployment of patches, hotfixes, and minor application updates in partnership with DevOps and engineering.
- Proactive Monitoring: Analyze system health metrics to identify and mitigate performance bottlenecks before they impact the end-user.
- Knowledge Management: Author technical guides, SOPs, and troubleshooting playbooks to uplift the team’s overall technical maturity.
- Availability: Participate in a rotational 24×7 on-call schedule to support critical banking operations.
Required Qualifications
- Professional Experience: 5 to 7 years in high-stakes application support or systems engineering.
- Industry Expertise: A proven track record in the Banking and Financial Services (BFSI) sector, specifically supporting customer-facing digital channels.
- Technical Stack: Mastery of Linux/Unix commands, PL/SQL scripting, Middleware administration, and REST/SOAP API architectures.
Key Competencies
- Analytical Thinking: Ability to dissect complex technical failures and provide structured solutions.
- Communication: Strong verbal and written skills for reporting to stakeholders and documenting technical workflows.
- Agility: A collaborative mindset with the ability to pivot between different technical challenges in a fast-paced environment.