Senior Application Support Engineer (Payments)

• This is 12 months contract role with a potential to extend We are looking for a Senior Application Support Engineer to provide L2 production support for Real-Time Payments applications within the Corporate/Global Banking environment. The role focuses on production incident management, problem management, root cause analysis, service stability and operational excellence across a high-availability, transaction-driven payments environment. This is a senior individual contributor role with deep technical and operational ownership and no direct people management responsibilities. Key Responsibilities • Provide L2 production support for Real-Time Payments applications within the Corporate Banking domain. • Identify, troubleshoot and resolve production incidents , including high-severity and critical incidents in a 24x7 environment. • Lead problem and known-error management , including root cause analysis, mitigation and tracking of permanent resolutions. • Manage incident and problem tickets through ServiceNow / enterprise ITSM tools . • Perform application health checks, monitoring and automation of BAU activities to maintain system stability. • Coordinate workload and operational activities with global support teams across regions. • Own production incident management, problem management and service governance activities. • Support regulatory, compliance and audit-related assessments and requests. • Coordinate server OS and vulnerability patching , including identifying appropriate outage windows for 24x7 active-passive applications. • Act as a senior escalation point and SME for complex production issues and cross-functional incidents. • Provide technical guidance and thought leadership without direct people management responsibility. • Ensure timely restoration of services while maintaining clear communication with stakeholders, partners and impacted teams. Technical Skills & Experience • 10+ years of relevant IT experience in Production Support, Application Support, Release Support, ITIL, Technical Implementation or similar roles. • Strong experience supporting high-availability, transaction-driven applications , preferably within Payments, Banking or Payment Orchestration environments. • Proven experience managing real-time production incidents and high-severity outages in a 24x7 environment. • Strong hands-on experience with some/all of: JDBCXML / JSONRabbitMQ / MQMicroservicesMuleSoft • Strong Unix/Linux and Windows operating system knowledge with scripting capabilities. • Strong database troubleshooting skills, with experience in Oracle, DB2 and/or PL/SQL . • Hands-on experience with L1/L2/L3 production support environments. • Experience using multiple monitoring and scheduling tools. • Strong troubleshooting, analytical and research skills, with the ability to perform advanced queries and technical analysis to resolve production issues. • Experience conducting Root Cause Analysis (RCA) and identifying mitigation, risk and permanent remediation actions. • Strong understanding of application/infrastructure dependencies and real-time service restoration. Payments Domain Experience • Experience supporting Payments and Settlement systems . • Knowledge of APAC payment rails such as: RTGS Real-Time PaymentsDomestic PaymentsGlobal/Cross-Border Payments • Understanding of payment processing, settlement flows and regulatory cut-off timelines. • Exposure to Sanctions screening and payment compliance processes is advantageous. • Finacle product knowledge is highly preferred. • Experience with payment warehouses or payment orchestration platforms is an added advantage. Service & Operational Excellence • End-to-end exposure to Production Shared Services , including service analytics, monitoring governance, capacity and availability management. • Experience working with global teams to maintain stable, resilient production environments. • Strong understanding of ITIL, incident management, problem management and service governance . • Demonstrated ability to operate effectively under pressure during critical production incidents. • Strong stakeholder communication skills, particularly during major incidents and service restoration. Working Model This role operates within a 24x7 production support environment , including shift work, weekends and public holidays . Senior individual contributor role with significant technical ownership and responsibility for production stability.