We are seeking a Product Support Engineer to provide technical support and ensure the stability, reliability, and performance of enterprise banking and financial applications. This role is critical in minimizing downtime, resolving incidents, and maintaining high service quality for business stakeholders.
Key Responsibilities:
Monitor, troubleshoot, and resolve production incidents to ensure system availability, reliability, and performance.
Manage incident, problem, and change management processes in accordance with ITIL best practices.
Collaborate with development, infrastructure, and business teams to deliver timely and effective solutions.
Participate in shift rotations and holiday support coverage as required.
Create and maintain operational procedures, knowledge articles, and incident documentation to support continuous improvement.
Lead major incident bridge calls and coordinate with cross-functional teams to perform post-incident reviews (PIR) and root cause analysis (RCA).
Drive and support local and global initiatives, projects, and process improvements.
Identify opportunities for automation and operational efficiency to enhance service delivery.
Required Skills and Experience:
Incident, Problem, and Change Management
Strong hands-on experience managing incidents, problems, and changes in a production support environment.
Solid understanding of ITIL processes and service management principles.
Monitoring and Scheduling Tools
Experience with enterprise monitoring and scheduling tools such as GENEOS, Control-M, or equivalent platforms.
Database Knowledge
Working knowledge of relational databases such as Microsoft SQL Server and Oracle.
Ability to execute and troubleshoot SQL queries.
Infrastructure and Middleware Support
Experience with Windows Server administration and troubleshooting.
Familiarity with middleware and web technologies including:
IBM WebSphere
Internet Information Services (IIS)
IBM MQ (Message Queue)
GENEOS
Control-M
Communication and Stakeholder Management
Excellent communication and interpersonal skills with a strong customer-service mindset.
Ability to work effectively with cross-functional and geographically distributed teams.
High-Pressure Environment
Demonstrated ability to prioritize and manage time-sensitive issues in a fast-paced production support environment.
Preferred Qualifications
ITIL certification is highly desirable.
Experience supporting applications within investment banking or financial services environments.
Exposure to automation and scripting tools is advantageous.
Experience Requirements
3–5 years of experience in a Production Support, Application Support, or similar technical role.
Previous experience supporting mission-critical applications within investment banking or financial services organizations is preferred.
