Senior Digital Channels Support Engineer

Job Summary

We are seeking an experienced Senior Digital Channels Support Engineer to provide operational support for enterprise digital banking applications and customer-facing digital channels. The role is responsible for ensuring the availability, performance, and reliability of digital services running on modern microservices architecture. As part of a 24x7 production support organization, the engineer will lead production incident resolution, monitor critical systems, troubleshoot complex application issues, and collaborate with development, infrastructure, DevOps, and business teams to ensure seamless digital banking operations.

Key Responsibilities

• Provide Level 2/Level 3 production support for Digital Channels applications.
• Lead troubleshooting and resolution of complex production incidents across distributed microservices environments.
• Monitor application performance, system health, and customer-facing services to ensure maximum availability.
• Perform Root Cause Analysis (RCA) and implement permanent solutions for recurring production issues.
• Analyze application logs, distributed traces, and infrastructure metrics using Splunk and Dynatrace.
• Support production deployments, releases, rollbacks, and post-deployment validation activities.
• Manage incidents, service requests, problems, and changes in accordance with SLAs and ITIL processes.
• Support integrations with backend services, databases, middleware, and third-party systems.
• Collaborate with Development, Infrastructure, Database, Middleware, and DevOps teams to resolve production issues.
• Maintain operational documentation, runbooks, support procedures, and knowledge base articles.
• Identify opportunities for automation and continuous operational improvements.
• Mentor junior engineers and provide technical leadership during major production incidents.

Requirements

Required Technical Skills

Technology Stack

• Java (Quarkus)
• Microservices
• Splunk
• Microsoft SQL Server
• Oracle Database
• Dynatrace
• Linux
• Liferay
• Redis
• DevOps

Core Technical Competencies

• Java Microservices production support
• Troubleshooting distributed applications
• Application Performance Monitoring (APM)
• Production Monitoring and Alert Management
• Root Cause Analysis (RCA)
• Log analysis using Splunk
• Performance analysis using Dynatrace
• SQL troubleshooting (MS SQL & Oracle)
• Linux administration and shell scripting
• Redis administration and troubleshooting
• Liferay application support
• DevOps concepts and CI/CD support
• REST APIs and microservices architecture
• Incident, Problem, and Change Management

Hosting Environment

• OpenShift
• IBM WebSphere

Preferred Experience

• 6–10+ years of experience in Application Production Support.
• Minimum 4+ years supporting enterprise Digital Channels or Digital Banking applications.
• Strong hands-on experience supporting Java (Quarkus)-based microservices.
• Experience working with OpenShift, containerized environments, and WebSphere.
• Strong knowledge of Oracle and Microsoft SQL Server databases.
• Experience using Splunk and Dynatrace for production monitoring and troubleshooting.
• Experience supporting high-volume, customer-facing applications.
• Familiarity with Agile, DevOps, and CI/CD practices.
• Banking or financial services experience is highly preferred.