Senior Production Support Engineer

Overview

Senior Application Support Engineer (L2/L3) providing advanced production application support across the APAC region within MUFG's Information Technology Department, Systems Office for Asia.

What you'll do

• Assist stakeholders through application support, including problem investigations, analysis, and troubleshooting of user issues.
• Work closely with various application teams to ensure reliable application services through effective collaboration and communication.
• Coordinate with multiple teams to raise support tickets, analyze root causes following incidents, and resolve all production issues.
• Actively identify opportunities to innovate, automate and improve operational efficiency.
• Troubleshoot and resolve application issues in accordance with SLAs, including database querying, data analysis, and issue resolution.
• Monitor alerts and incidents affecting the production environment and escalate as necessary.
• Provide support during investigations using a strong technical understanding of system platforms such as UNIX, Windows, and Oracle.
• Implement and manage automation processes with an aim to reduce manual tasks and enhance efficiency.
• Perform initial technical analysis by reviewing logs, error messages, database records, configuration changes and recent deployments to identify probable causes before escalating to development teams.
• Provide round-the-clock (24/7) operational support for production systems, including on weekends and holidays.
• Perform comprehensive application health checks for various systems to ensure proper functioning in a live environment.
• Perform application deployments in both Production and DR environments.
• Apply Site Reliability Engineering (SRE) principles to ensure systems and services meet set standards of availability, latency, and performance.
• Utilize development experience to contribute to production projects, optimizations, and initiatives to solve problems.
• Work across diverse geographical locations, time zones, cultures, and technical environments.

What you'll need

• Must have 10+ years of experience in providing technical application support (level 2/3) to handle multiple production servers, maintaining high availability, and assisting with disaster recovery.
• Strong skills in scripting languages such as Unix Shell, PowerShell, or Python.
• Experience with IT service management within ITSM / ITIL framework.
• Experience using monitoring and observability tools such as Dynatrace, Splunk or equivalent platforms.
• Ability to identify automation opportunities and use scripting or operational tooling to reduce manual support effort and improve service stability.
• Strong understanding of Change Management and Incident Management processes.
• Prior experience managing production applications and servers.
• Understanding of compliance and risk management processes.
• Self-motivated, proactive, capable of working independently as well as being a good team player.
• Education: Bachelor's degree in Computer Science or a related field.
• Total of 10 to 14 years of relevant work experience is required.

Nice to have

• Hands-on experience with DevOps tools such as Jenkins and Ansible playbook.
• Good to have knowledge in core banking systems or payment systems.
• Familiarity with the banking domain.
• Proficiency in automation tools, monitoring tools, and scripting.
• Prior experience in system support or development with knowledge of J2EE, .Net, Oracle, SQL, Unix/Linux/Windows, web application development, IBM MQ, MSSQL, 3-tier and n-tier application architecture.
• Hands-on experience in system development, integration, and implementation.
• Experience working with DevOps systems, methods, and practices to ensure seamless application delivery into production.
• Familiarity with Site Reliability Engineering (SRE) principles.

Details

• Location: Bengaluru.
• Shift and support: 24/7 operational support, including weekends and holidays.
• Deployments performed in both Production and DR environments.