IT Production Support Engineer

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.

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