L2 Support Engineer & Release Manager

Who We Are

The L2 Support/Release managers is a member of RTB team (run-the-bank) who helps in steering the production support activities for software applications and works closely with the Development, solution architecture and QA practices to ensure code and design integrity of the fixes (hot fixes, patches). (S)he will follow the internal DB Best Practices and Governance procedures and working closely with ITAOs and CTB colleagues to ensure traceability and maintainability of all production releases.

So if you are an experienced Technical Support Engineer please join our team to create the next big thing in digital banking.

What You’ll Be Doing

• Drive on different tech adoption initiatives (GCP, EXACC, TRC etc)


• Provide support for technical infrastructure components (e.g. databases, middleware and user interfaces)


• Provide Support and remediation on any issues pertaining to the above applications by providing detailed code analysis of applications’ production platform


• Estimate time required to implement remediation actions which are under direct control of RTB


• Support and contribute to all relevant documentation following DB internal Standards, Procedures and Guidelines


• Ensure appropriate vendor interaction in a multi-vendor environment


• Conduct incident and problem management activities


• Conduct scheduled Problem Management meetings with infrastructure groups, problem managers and incident managers OR from Agile world with SMs, POs to track progress and highlight issues


• Perform detailed technology analyses to highlight weaknesses and make recommendations for improvement


• Perform releases/DR exercises/application maintenance activities over weekends (usually once every 3 weeks there is a weekend activity required)


• Contribute with process/compliance enhancements related to support for technical infrastructure components (e.g. databases, middleware and user interfaces)


• Contribute to KPI definition in order to keep performance and identify trends


• Application monitoring and performance tunning


• Technical input for infra patching affecting the application stability (TRC)


• Helps with the integration of new features/regions to the DB support model. This includes managing and rolling out plans of team augmentation up to assuring homogenous knowledge within the team


• Enables and motives the team


• Continuous improvement and keeping up to date on Technology trends


• Strong and close collaboration with global & local platform teams

What We’re Looking For

• Bachelor’s degree in Computer Science, Engineering, or related field


• At least 4 years of experience as Technical Support Engineer, with at least 2 years working directly as a Release Manager


• Good knowledge of Oracle database


• Good knowledge of Rhel OS – Linux OS


• Shell scripting knowledge


• Network connectivity troubleshooting


• Previous experience in and knowledge of ETL / data sourcing techniques


• Previous experience with Control M, Tomcat / WebLogic/ Apache/ Fabric highly desirable


• Previous production support experience, with can do mind-set and attitude and hands-on approach


• Ability to analyse business requirements, defects and propose hot fixes


• Ability to work on tight schedule


• Ability to work effectively with senior IT and Business stakeholders


• Exposure to multiple global locations with various cultures and practices


• Understand IT project management - planning, delivery, resourcing, expectation management


• Proficient communication 


• English language skills - B2 Upper-Intermediate (written/verbal)