{"id":60948,"url":"https://alion.io/job/tawantech-senior-application-support-engineer-tier-2","title":"Senior Application Support Engineer - Tier 2","company":{"id":6536,"name":"Tawantech","domain":"tawantech.com","url":"https://alion.io/company/tawantech","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":92,"open_postings":6,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Riyadh, Saudi Arabia"],"countries":["SA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":29000,"max_usd":77000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AppDynamics","optional":false},{"name":"Dynatrace","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Rest API","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SOAP","optional":false},{"name":"Splunk","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":".NET","optional":true},{"name":"Azure","optional":true},{"name":"Azure DevOps","optional":true},{"name":"C#","optional":true},{"name":"CI/CD","optional":true},{"name":"Docker","optional":true},{"name":"Git","optional":true},{"name":"Java","optional":true},{"name":"Jenkins","optional":true},{"name":"Kubernetes","optional":true}],"status":"live","first_seen_at":"2026-08-17T00:00:00Z","employer_posted_date":"2026-08-17","last_verified_at":"2026-10-17T20:13:23Z","board_verified":true,"closed_at":null,"days_open":61,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":61},"description":"We are looking for a Senior Application Support Engineer - Tier 2 to provide 24/7 production support for critical banking applications and services. The role will be responsible for resolving complex application incidents, leading troubleshooting and Root Cause Analysis (RCA), supporting major incidents, and coordinating with Development, Infrastructure, Database, Middleware, and other technical teams to ensure high availability and stability of banking systems.\nKey Responsibilities\nProvide 24/7 Tier 2 application and production support through rotational shifts and on-call coverage.\n\nSupport business-critical banking applications and ensure high availability and service continuity.\n\nLead the troubleshooting and resolution of P1/P2 incidents and major incidents.\n\nPerform detailed Root Cause Analysis (RCA) and drive permanent corrective actions.\n\nMonitor application health, performance, availability, and integration status.\n\nAnalyze application, system, database, and middleware logs to identify and resolve issues.\n\nTroubleshoot issues across Production, UAT, SIT, and Development environments.\n\nSupport application releases, deployments, patches, and configuration changes in accordance with banking change-management procedures.\n\nCoordinate with Development, Infrastructure, Database, Middleware, Network, Security, and Vendor teams to resolve complex incidents.\n\nEscalate code-level or unresolved issues to Tier 3 / Development teams with complete technical analysis.\n\nEnsure incidents and service requests are handled within agreed SLA and ITIL processes.\n\nSupport Major Incident Management and provide timely technical updates to stakeholders.\n\nIdentify recurring incidents and participate in Problem Management activities.\n\nMaintain technical documentation, support procedures, knowledge articles, and operational runbooks.\n\nEnsure adherence to banking security, compliance, audit, and operational policies.\n\nSupport production activities and critical business operations outside normal working hours when required.\n\nMentor junior support engineers and provide technical guidance to the L2 support team.\n\nRequirements\nRequired Skills & Experience\nBachelor's degree in Computer Science, Information Technology, Engineering, or a related field.\n\n5-8+ years of experience in Application Support, Production Support, or Application Operations.\n\nExperience working in banking, financial services, or other highly regulated environments.\n\nStrong experience in L2 application and production support.\n\nProven experience working in a 24/7 shift-based production support environment.\n\nStrong experience handling P1/P2 incidents and Major Incident Management.\n\nStrong troubleshooting and Root Cause Analysis skills.\n\nGood knowledge of Linux/Unix and Windows environments.\n\nStrong SQL and database troubleshooting skills.\n\nExperience with REST/SOAP APIs and system integrations.\n\nGood understanding of middleware and application servers.\n\nExperience with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, Grafana, or similar.\n\nStrong understanding of ITIL Incident, Problem, and Change Management.\n\nGood understanding of security, access control, audit, and compliance requirements in banking environments.\n\nStrong communication and stakeholder management skills.\n\nPreferred Skills\nExperience supporting Java and/or .NET enterprise applications.\n\nKnowledge of Microservices and distributed systems.\n\nExperience with CI/CD, Jenkins, Git, Azure DevOps, or similar tools.\n\nExposure to Docker/Kubernetes.\n\nExperience with banking integrations, payment systems, digital channels, or core banking applications.\n\nITIL certification is a 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