L1 Production Support Engineer

Key Responsibilities

• Provide 24x7 production support for Core Banking applications.
• Monitor applications and respond to production issues within agreed Service Level Agreements (SLAs).
• Coordinate and support infrastructure maintenance activities.
• Support the implementation of new application releases following release management processes.
• Work closely with application teams, infrastructure teams, vendors, security and change teams.
• Manage and track production incidents and escalate issues when required.
• Support business operations by ensuring timely resolution of production issues.
• Identify opportunities to improve existing support processes and service quality.
• Maintain appropriate incident and support documentation.
• Support production operations during night shifts, weekends and public holidays as part of the 24x7 support roster.

Mandatory Skills & Experience

• 1–3 years of experience in IT production support.
• Experience supporting applications in a production environment.
• Basic understanding of Core Banking applications and banking operations.
• Experience with ticketing and monitoring tools.
• Familiarity with Prometheus, Elasticsearch and Grafana is preferred.
• Knowledge of incident management processes.
• Good troubleshooting and problem-solving skills.
• Ability to work effectively under pressure in a fast-paced production environment.
• Strong communication and coordination skills.
• Experience working with multiple technical teams and vendors.

Preferred: Prior experience with Sunline Core Banking or similar Core Banking applications.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field.
• 1–3 years of relevant IT production support experience.

EA Number: 11C4879