Job Role:- IT Production Support Engineer
Job Location:- Abu Dhabi, UAE
Experience:- 4+ Years
Role overview:-Responsible for supporting and maintaining digital banking applications and technology platforms in a production environment. The role involves incident troubleshooting, application monitoring, vendor coordination, change/problem management, and supporting technology projects through SIT, UAT, production transition, and handover.
Key Responsibilities:-- Provide 24/7 production support for digital banking applications and technology platforms, including shift and on-call support.
- Monitor application performance, availability, and system health; investigate and resolve production incidents.
- Troubleshoot application, API, database, middleware, cloud, and infrastructure-related issues in collaboration with internal IT teams and vendors.
- Support Digital Channels and applications across web and mobile platforms.
- Perform application performance monitoring and diagnostics using Dynatrace and related monitoring tools.
- Manage incidents, problems, changes, releases, and production deployments in accordance with IT service management processes.
- Support AWS/Kubernetes/OpenShift environments, application servers, APIs, messaging platforms, and databases.
- Coordinate with vendors to review solutions, resolve issues, monitor implementation quality, and ensure SLA compliance.
- Support SIT, UAT, production deployment, transition, and technical handover activities.
- Assist project teams with technology-enabled initiatives, project planning, reporting, documentation, and delivery tracking.
- Prepare and maintain technical documentation, operational procedures, transition documents, and support guides.
- Assist business users with system functionality, technical issues, and application capabilities.
- Support vendor evaluation and ensure solutions meet technical and operational requirements.
- Identify recurring issues and contribute to root-cause analysis and continuous improvement.
- Prioritize multiple incidents and tasks effectively in a high-pressure production environment.
Skills & Requirements:-Experience
- Minimum 4–5 years of IT experience, preferably within banking/financial services.
- At least 1–2 years of experience supporting enterprise application and technical systems.
- Practical experience in production/application support, preferably within digital banking or digital financial services.
- Good understanding of banking operations and application support processes.
- Experience working in 24/7 shift-based production support environments.
Technical Skills
- Strong knowledge of Digital Banking / Digital Channels.
- Understanding of Investment & Wealth Management processes is an advantage.
- Hands-on experience with AWS DevOps, Kubernetes, OpenShift, and cloud-native environments.
- Experience with AWS EKS, HPA, Docker/container platforms, and application deployment.
- Experience with Dynatrace or similar Application Performance Monitoring (APM) tools.
- Working knowledge of Oracle Database, SQL Server, SQL development, and database troubleshooting.
- Knowledge of REST APIs, API integration, API security, and API lifecycle management.
- Experience with Kong API Gateway or similar API management platforms.
- Knowledge of enterprise integration/middleware and messaging technologies such as ESB, MQ, and topics.
- Experience with GitHub Actions / CI-CD pipelines.
- Exposure to ETL processes, React JS, application servers, and mobile application release management is an advantage.
Professional & Soft Skills
- Strong analytical, troubleshooting, and problem-solving abilities.
- Good understanding of IT Change Management and Problem Management.
- Ability to coordinate effectively with vendors, technical teams, business users, and stakeholders.
- Good planning, prioritization, negotiation, influencing, and time-management skills.
- Ability to work independently and effectively under pressure.
- Strong service-oriented mindset and ability to collaborate across teams.
- Good understanding of quality control and operational standards.
