Job description
Job Summary
We are seeking a highly motivated and experienced L2 Production Support Engineer to support mission-critical banking applications. The ideal candidate will have strong hands-on experience with ITRS Geneos and AutoSys, excellent troubleshooting skills, and a solid understanding of Linux, Windows, SQL, and scripting. This role requires working closely with cross-functional teams to ensure high system availability, timely incident resolution, and continuous operational improvements in a 24x5 support environment.
Key Responsibilities
Provide Level 2 (L2) production support for critical banking applications, ensuring maximum system availability and operational stability. Monitor application and infrastructure health using ITRS Geneos, including: Creating and configuring rules, alerts, samplers, and probes based on business and client requirements. Monitoring system performance and proactively identifying potential issues.
Fine-tuning monitoring configurations to improve operational visibility. Manage and support AutoSys batch scheduling activities, including: Creating, modifying, and maintaining batch jobs. Managing job dependencies and scheduling workflows. Troubleshooting and resolving batch job failures within defined SLAs. Create, maintain, and enhance monitoring dashboards in ITRS Geneos and AutoSys (where applicable).
Perform incident triaging, troubleshooting, and root cause analysis (RCA) for production issues. Ensure timely escalation of critical incidents and provide clear communication to internal teams and business stakeholders. Develop and maintain automation scripts using Shell and/or Python to improve operational efficiency and reduce manual intervention.
Write and execute SQL queries for data analysis, validation, and issue resolution. Support and maintain Linux and Windows server environments. Prepare and maintain operational documentation, standard operating procedures (SOPs), runbooks, and knowledge base articles. Participate in change management, release support, and post-implementation validation activities.
Collaborate with application development, infrastructure, and business teams to ensure seamless production support. Required Qualifications Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline. Experience providing L2 Production Support for enterprise or mission-critical applications.
Mandatory experience in the Banking or Financial Services domain. Hands-on experience with ITRS Geneos (mandatory), including creating rules, alerts, samplers, and probes. Hands-on experience with AutoSys (mandatory), including job scheduling, dependency management, and failure resolution. Strong knowledge of Linux and Windows operating systems.
Good understanding of SQL with the ability to write and analyze queries. Experience in scripting using Shell and/or Python. Strong analytical, troubleshooting, and root cause analysis skills. Excellent written and verbal communication skills with the ability to interact effectively with technical teams and business stakeholders.
Experience working in ITIL-based production support environments is an advantage. Willingness to work in a 24x5 rotational shift environment.
Preferred Qualifications
Microsoft Azure and/or AWS certifications. Experience with cloud-based monitoring and infrastructure management. Familiarity with automation and DevOps tools. Knowledge of monitoring best practices, performance tuning, and application availability management. Exposure to ticketing and incident management tools such as ServiceNow, Jira, or similar platforms.
Key Competencies Production Support & Incident Management ITRS Geneos Monitoring AutoSys Batch Scheduling Linux & Windows Administration SQL & Database Analysis Shell/Python Scripting Root Cause Analysis (RCA) Automation & Process Improvement Stakeholder Communication ITIL & Service Operations Banking Domain Expertise