Production Support Engineer

Experience: 3-5 Years
Role: Production Support Engineer

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 Skills:
Banking Support: Payments, login and authentication,transactions, core banking, cash management, cards, batch, reconciliation, andcustomer-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 ChangeManagement, major incidents, RCA, SLA/KPI, release, DR, and infrastructuremaintenance

Skills

Audit and Compliance, workaround solutions, Splunk, Job Descriptions, Core Banking, Banking Solutions, Computer Science, resolve payment delays, Retail Banking, Oracle Fusion Middleware, Transaction Management, Distributed Team Management, Distributed Tracing, Itil Foundation, work requisitions, Payment Handling