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.

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. 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.