Mobile App Digital Banking L2 Support Manager

We are looking for a skilled and proactive L2 Support Engineer for our Mobile App Digital Banking platform. The ideal candidate will have strong communication skills and technical expertise to provide advanced troubleshooting, log analysis, and issue resolution. You will act as a key intermediary between end users and the development team, ensuring timely issue resolution and maintaining service quality in line with the SLA.

Key Responsibilities:

• Incident Management:
  
  • Act as the first point of contact for escalated issues from L1 support.
    
  • Analyze and troubleshoot issues related to the mobile app, backend services, and database systems.
    
  • Perform root cause analysis using tools such as host logs, database queries, OpenShift, and Splunk.
    
  • Assign bugs and issues to the appropriate teams (development, operations, etc.) based on initial analysis.
    
• Collaboration:
  
  • Coordinate and follow up with the development team to ensure timely resolution of issues, adhering to SLA requirements.
    
  • Collaborate with other technical teams (infrastructure, networking) when necessary to resolve complex issues.
    
• Monitoring and Reporting:
  
  • Monitor application logs and system performance to proactively identify potential issues.
    
  • Generate regular incident and performance reports, providing insights to management regarding recurring issues and improvement opportunities.
    
• Knowledge of Technology:
  
  • Familiarity with Java Spring framework, Oracle, SQL databases, and microservices architecture.
    
  • Use SQL queries to identify and resolve database-related issues.
    
  • Navigate and work within OpenShift environments for container management and troubleshooting.
    
  • Analyze logs using Splunk for troubleshooting application and infrastructure issues.
    
• Process Adherence:
  
  • Ensure all incidents and requests are handled according to company-defined processes and SLA timelines.
    
  • Maintain detailed records of issues, follow-up actions, and resolutions within the ticketing system.
    

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
  
• 2-4 years of experience in technical support or a related role, preferably within digital banking or financial services.
  
• Strong communication and interpersonal skills, with the ability to explain technical issues to non-technical stakeholders.
  
• Technical Knowledge:
  
  • Experience with Java Spring framework.
    
  • Strong SQL skills for database queries (Oracle preferred).
    
  • Familiarity with OpenShift and Splunk for container management and log analysis.
    
  • Proficient in troubleshooting and log analysis across multiple systems (Java Spring, Oracle, SQL, OpenShift, Splunk).
    
  • Excellent problem-solving skills and logical thinking.
    
  • Ability to understand and work with system workflows, including backend service flows and integrations.
    

Preferred:

• Experience with mobile banking applications and financial services platforms.
  
• Familiarity with ticketing systems and ITIL-based incident management processes.