L2 Support Engineer – Retail Bank

We have an urgent requirement for L2 Support Engineer – Retail Bank is required for one of our banking clients in Abu Dhabi, UAE.

Experience troubleshooting Windows/Linux operating systems, SQL databases, and network protocols (TCP/IP, DNS, VPN) is MUST to apply for this role.

Experience in Retail Banking is a must.

Experience with ITSM tools (e.g., ServiceNow, Remedy) and monitoring tools (e.g., Splunk, Dynatrace) is MUST.

Experience on banking applications (e.g., Temenos T24, Finacle, or similar core banking systems) and payment processing platforms is MUST.

Preferred certification - ITIL Foundation, CompTIA Network+, Microsoft Certified: Azure Fundamentals.

The first round is an online test on Gorilla for 1.5 hours. Candidates ready to give rest shall only apply.

Banking domain is MUST.

Responsibilities:

• Incident Resolution:
  • Handle escalated tickets from L1 support related to banking applications, systems, and hardware. Handle L2 tickets assigned in BMC Remedy.
  • Diagnose and resolve technical issues involving core banking systems (e.g., transaction processing, account management), online banking, and onboarding platforms.
  • Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
• System Maintenance:
  • Monitor and maintain banking IT infrastructure, including servers, databases, and networks, 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 (e.g., mobile banking apps, teller systems).
  • Communicate effectively with stakeholders, offering clear updates on issue resolution timelines and workarounds.
• Collaboration and Escalation:
  • Work closely with L3 support, development teams, and third-party vendors to resolve critical incidents outside L2 scope.
  • Document and escalate unresolved issues with detailed analysis to higher support tiers or external partners.
• Compliance and Security:
  • Ensure all support activities comply with banking regulations and internal security policies.
  • Assist in troubleshooting security incidents, such as unauthorized access or system vulnerabilities, in coordination with the cybersecurity team.
• Reporting and Documentation:
  • Maintain accurate records of incidents, resolutions, and system changes in the IT service management (ITSM) tool (e.g., ServiceNow, Jira).
  • Generate daily/weekly reports on system performance, incident trends, and resolution metrics for management review.
• Process Improvement:
  • Identify opportunities to enhance support processes, reduce ticket resolution time, and improve system reliability.
  • Contribute to the development of knowledge base articles and training materials for L1 support teams.

Skills:

Linux operating systems, network, payment processing platforms, ITIL Foundation, core banking systems (Temenos T24, Finacle), Microsoft Certified: Azure Fundamentals, ITSM tools (ServiceNow, Remedy), network protocols (TCP/IP, DNS, VPN), Windows operating systems, SQL databases, retail bank, monitoring tools (Splunk, Dynatrace), CompTIA Network+, support.