Senior Application Support Engineer (Real-Time Payments)

• This is 12 months contract role with a potential to extend

We are looking for a Senior Application Support Engineer to provide L2 production support for Real-Time Payments applications within the Corporate/Global Banking environment.

The role focuses on production incident management, problem management, root cause analysis, service stability and operational excellence across a high-availability, transaction-driven payments environment. This is a senior individual contributor role with deep technical and operational ownership and no direct people management responsibilities.

Key Responsibilities

• Provide L2 production support for Real-Time Payments applications within the Corporate Banking domain.
• Identify, troubleshoot and resolve production incidents, including high-severity and critical incidents in a 24x7 environment.
• Lead problem and known-error management, including root cause analysis, mitigation and tracking of permanent resolutions.
• Manage incident and problem tickets through ServiceNow / enterprise ITSM tools.
• Perform application health checks, monitoring and automation of BAU activities to maintain system stability.
• Coordinate workload and operational activities with global support teams across regions.
• Own production incident management, problem management and service governance activities.
• Support regulatory, compliance and audit-related assessments and requests.
• Coordinate server OS and vulnerability patching, including identifying appropriate outage windows for 24x7 active-passive applications.
• Act as a senior escalation point and SME for complex production issues and cross-functional incidents.
• Provide technical guidance and thought leadership without direct people management responsibility.
• Ensure timely restoration of services while maintaining clear communication with stakeholders, partners and impacted teams.

Technical Skills & Experience

• 10+ years of relevant IT experience in Production Support, Application Support, Release Support, ITIL, Technical Implementation or similar roles.
• Strong experience supporting high-availability, transaction-driven applications, preferably within Payments, Banking or Payment Orchestration environments.
• Proven experience managing real-time production incidents and high-severity outages in a 24x7 environment.
• Strong hands-on experience with some/all of: JDBCXML / JSONRabbitMQ / MQMicroservicesMuleSoft
• Strong Unix/Linux and Windows operating system knowledge with scripting capabilities.
• Strong database troubleshooting skills, with experience in Oracle, DB2 and/or PL/SQL.
• Hands-on experience with L1/L2/L3 production support environments.
• Experience using multiple monitoring and scheduling tools.
• Strong troubleshooting, analytical and research skills, with the ability to perform advanced queries and technical analysis to resolve production issues.
• Experience conducting Root Cause Analysis (RCA) and identifying mitigation, risk and permanent remediation actions.
• Strong understanding of application/infrastructure dependencies and real-time service restoration.

Payments Domain Experience

• Experience supporting Payments and Settlement systems.
• Knowledge of APAC payment rails such as: RTGS Real-Time PaymentsDomestic PaymentsGlobal/Cross-Border Payments
• Understanding of payment processing, settlement flows and regulatory cut-off timelines.
• Exposure to Sanctions screening and payment compliance processes is advantageous.
• Finacle product knowledge is highly preferred.
• Experience with payment warehouses or payment orchestration platforms is an added advantage.

Service & Operational Excellence

• End-to-end exposure to Production Shared Services, including service analytics, monitoring governance, capacity and availability management.
• Experience working with global teams to maintain stable, resilient production environments.
• Strong understanding of ITIL, incident management, problem management and service governance.
• Demonstrated ability to operate effectively under pressure during critical production incidents.
• Strong stakeholder communication skills, particularly during major incidents and service restoration.

Working Model

This role operates within a 24x7 production support environment, including shift work, weekends and public holidays.

Senior individual contributor role with significant technical ownership and responsibility for production stability.