L2 Support Engineer (Private bank, fixed term contract)

As a Support Engineer, your main responsibilities will include:

• Provide Level 2 support for banking applications and services, ensuring timely investigation and resolution of incidents.
• Analyze, diagnose, and troubleshoot complex technical and application-related issues.
• Manage incident escalations from Level 1 support and coordinate with Level 3 teams and vendors when required.
• Conduct root cause analysis and implement preventive measures to reduce recurring issues
• Monitor application performance, system availability, and operational processes to ensure service stability.
• Support daily production activities, including batch processing, system health checks, and operational readiness.
• Ensure incidents and service requests are resolved within agreed service levels (SLAs).
• Maintain accurate support documentation, knowledge articles, and operational procedures.
• Work closely with front office, middle office, operations, and other business users to understand and address support requirements.
• Provide clear and timely communication during incidents, outages, and service disruptions.
• Collaborate with project managers, developers, and infrastructure teams to support application releases and system enhancements.
• Participate in change, deployment, and release activities to ensure smooth implementation with minimal business impact.
• Perform post-release validation and production support during system upgrades and project rollouts.
• Identify operational risks and provide recommendations to improve system reliability and support processes.
• Ensure support activities comply with internal policies, audit requirements, and banking regulatory standards.
• Maintain appropriate documentation, incident records, and audit trails.
• Support internal and external audit activities when required.