The posting
About the Role
We are looking for an experienced L2 Application Support& Reliability Engineer to join our team supporting critical WealthManagement applications across the region.
The role combines hands-on production application support,reliability engineering and SRE practices, with a strong focus on maintainingapplication stability, reliability, and operational excellence through TOILelimination, and continuous improvement.
Responsibilities include application ownership, incident andproblem management, shift-based monitoring, on-call support, and participationin resilience and recovery testing.
Key Responsibilities
1. Production Support-Application Ownership
Act as a Primary or Secondary L2 Support SME for designatedapplications, maintaining strong functional and technical expertise acrosssupported systems.
Lead the investigation, diagnosis, and resolution ofproduction incidents to ensure.
timely service restoration and effective stakeholdercommunication.
Drive Major Incident Management activities, includingincident coordination, escalation management, technical team engagement, andstakeholder communications to minimize business impact.
Participate in an weekly duty roaster and on-call supportrota, providing operational support for critical incidents andbusiness-impacting issues outside standard business hours.
Support production releases and maintenance activities,including post-deployment validation, service readiness checks, and operationalmonitoring.
Maintain and continuously improve system documentation,runbooks, knowledge articles, and operational procedures to support knowledgesharing and service continuity.
Conduct post-incident reviews, document lessons learned andimplement process improvements to strengthen operational resilience and reducerecurring issues.
Participate in Change Review and CAB activities, includingchange assessments, impact analysis, risk evaluation, and production readinessreviews.
Collaborate with business and technology stakeholders todeliver stable, reliable, and high-performing services while driving continuousimprovement in support processes, automation, and service reliability.
Participate in Business Continuity Management (BCM) andDisaster Recovery (DR) exercises for assigned applications, including planning,execution support, and post-test analysis.
Participate in a rotating operational support and on-callroster, performing daily operational health checks, validating systemreadiness, monitoring service stability, and supporting critical productionincidents and escalations
Reliability & SRE
Apply Site Reliability Engineering (SRE) principles toimprove application availability, resilience and operational reliability.
Own and manage the RTB (Run-the-Bank) issue backlog forassigned systems; identify recurring issues and drive root cause analysis andpermanent fixes.
Practice a no-blame problem management culture: focus onlearning, process improvement, and system design changes rather than individualfault.
Track recurring manual tasks and operational pain points asTOIL; prioritize and drive TOIL reduction through automation, tooling, andprocess changes.
Proactively raise defects and improvement opportunities(e.g., via JIRA/GitLab) and collaborate with Product Owners, developers, andstakeholders to improve application stability and resilience.
Continuously improve monitoring, observability, and alertquality (e.g., via Splunk, AppDynamics, Azure monitoring), aiming formeaningful, actionable alerts and eliminating false positives.
Participate in and help design automation initiatives,including:
Automated health checks and smoke tests after releases orkey changes
Automated SOD/EOD checks where feasible
Scripts or workflows to remove repetitive manual tasks
Required Skills & Experience
3-5 years of experience in L2/production support orapplication support, ideally in financial services or a similarly regulatedenvironment.
Strong understanding of incident, problem, and changemanagement processes (ITIL or equivalent), with a practical SRE/continuousimprovement mindset.
Technical Skills
Experience with cloud platforms, monitoring, andobservability tools such as Azure, Splunk, AppDynamics, or equivalenttechnologies.
Strong SQL and data analysis skills for troubleshootingapplication and operational issues.
Experience with service management, ticketing, and softwaredelivery tools such as Jira, GitLab, ServiceNow, or similar platforms.
Ability to analyze logs and metrics, troubleshootapplication and batch issues, and coordinate with development andinfrastructure teams.
Experience or strong interest in automation (e.g., scripts,tools, or workflows) to reduce manual effort and TOIL.
Strong communication skills, with the ability to leadincident calls and provide clear, concise updates to technical and businessstakeholders
