About the Role

TawanTech is seeking a Senior Application Support Engineer - Tier 2 to join its team in Riyadh, Riyadh Province. This full-time position is crucial for providing 24/7 production support for critical banking applications and services. The role involves resolving complex application incidents, leading troubleshooting and Root Cause Analysis (RCA), and coordinating with various technical teams to ensure the high availability and stability of banking systems.

Key Responsibilities

• Provide 24/7 Tier 2 application and production support through rotational shifts and on-call coverage.
• Support business-critical banking applications, ensuring high availability and service continuity.
• Lead the troubleshooting and resolution of P1/P2 incidents and major incidents.
• Perform detailed Root Cause Analysis (RCA) and drive permanent corrective actions.
• Monitor application health, performance, availability, and integration status.
• Analyze application, system, database, and middleware logs to identify and resolve issues.
• Troubleshoot issues across Production, UAT, SIT, and Development environments.
• Support application releases, deployments, patches, and configuration changes in accordance with banking change-management procedures.
• Coordinate with Development, Infrastructure, Database, Middleware, Network, Security, and Vendor teams to resolve complex incidents.
• Escalate code-level or unresolved issues to Tier 3 / Development teams with complete technical analysis.
• Ensure incidents and service requests are handled within agreed SLA and ITIL processes.
• Support Major Incident Management and provide timely technical updates to stakeholders.
• Identify recurring incidents and participate in Problem Management activities.
• Maintain technical documentation, support procedures, knowledge articles, and operational runbooks.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 5–8+ years of experience in Application Support, Production Support, or Application Operations, particularly within banking, financial services, or other highly regulated environments.
• Strong L2 application and production support experience in a 24/7 shift-based environment, including handling P1/P2 incidents and Major Incident Management.

Required Technical Skills

• Strong troubleshooting and Root Cause Analysis (RCA) skills.
• Good knowledge of Linux/Unix and Windows environments.
• Strong SQL and database troubleshooting skills.
• Experience with REST/SOAP APIs, system integrations, middleware, and application servers.
• Familiarity with monitoring and observability tools such as Splunk, Dynatrace, AppDynamics, or Grafana.
• Strong understanding of ITIL Incident, Problem, and Change Management.

Preferred Skills and Attributes

• Experience supporting Java and/or .NET enterprise applications.
• Knowledge of Microservices and distributed systems.
• Experience with CI/CD tools like Jenkins, Git, or Azure DevOps.
• Exposure to Docker/Kubernetes.
• Experience with banking integrations, payment systems, digital channels, or core banking applications.
• ITIL certification is a plus.
• Good understanding of security, access control, audit, and compliance requirements in banking environments.
• Strong communication and stakeholder management skills.

Work Environment and Expectations

This role operates within a 24/7 shift-based environment with on-call coverage, requiring support for production activities and critical business operations outside normal working hours when necessary. The Senior Application Support Engineer will also mentor junior support engineers and provide technical guidance to the L2 support team. Adherence to banking security, compliance, audit, and operational policies is essential.