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. Show more Show less

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.