Job description

In this role you will provide 24/7 production support for critical banking applications and services at TAWANTECH, resolving complex application incidents, leading troubleshooting and Root Cause Analysis, and supporting major incidents. You will provide Tier 2 application and production support through rotational shifts and on-call coverage, supporting business-critical banking applications to ensure high availability and service continuity. You are responsible for leading the troubleshooting and resolution of P1/P2 incidents and major incidents, and performing detailed Root Cause Analysis to drive permanent corrective actions. Your responsibilities include monitoring application health, performance, availability, and integration status, and analyzing application, system, database, and middleware logs to identify and resolve issues. You will troubleshoot issues across Production, UAT, SIT, and Development environments, and support application releases, deployments, patches, and configuration changes in accordance with banking change-management procedures. You are responsible for coordinating with Development, Infrastructure, Database, Middleware, Network, Security, and Vendor teams to resolve complex incidents, and escalating code-level or unresolved issues to Tier 3 or Development teams with complete technical analysis. In this role you will ensure incidents and service requests are handled within agreed SLA and ITIL processes, support Major Incident Management, and provide timely technical updates to stakeholders. You will also mentor junior support engineers and provide technical guidance to the L2 support team, while maintaining technical documentation, support procedures, and operational runbooks.