Level 2 Application Support (Onsite in Birmingham AL)
Birmingham, AL
Contracted to Full Time
Mid Level
Level 2 Application Support (Onsite in Birmingham AL)
The Level 2 Application Support Engineer is a technical expert responsible for the stability, performance, and security of critical online banking platforms. Acting as the primary escalation point for Level 1 teams, this role leverages high-fidelity monitoring and log analysis tools to triage complex production issues, manage secure identity workflows, and ensure the seamless operation of retail and commercial banking services.
Key Responsibilities
The Level 2 Application Support Engineer is a technical expert responsible for the stability, performance, and security of critical online banking platforms. Acting as the primary escalation point for Level 1 teams, this role leverages high-fidelity monitoring and log analysis tools to triage complex production issues, manage secure identity workflows, and ensure the seamless operation of retail and commercial banking services.
Key Responsibilities
- Observability & Monitoring: Use Dynatrace for full-stack performance monitoring and Splunk for deep-dive log analysis to identify application bottlenecks, memory leaks, and latent errors.
- Identity & Access Support: Manage and troubleshoot Single Sign-On (SSO) flows, primarily using SAML and OIDC protocols, to ensure secure, frictionless access for banking customers.
- Incident Management & Triage: Lead production triage efforts for P1/P2 incidents, managing bridge lines and collaborating with Level 3 (Build-the-Bank) and infrastructure teams to restore service.
- Root Cause Analysis (RCA): Conduct detailed post-incident reviews to identify systemic failures and implement permanent fixes or automated healing scripts.
- Security & Compliance: Monitor for security anomalies and ensure all support activities comply with PCI DSS, FFIEC, and other financial regulatory standards.
- Automation: Identify repetitive manual tasks and develop automation scripts (e.g., using Python or Shell) to improve operational efficiency and reliability.
- Observability Stack: Proficient in Splunk (querying, dashboards) and Dynatrace (APM, real-time alerting).
- Security Tech: Hands-on experience with SSO providers (e.g., Okta, Ping Identity, Microsoft Entra ID) and biometric authentication integrations.
- Banking Platforms: Experience supporting mobile banking, APIs (tested via Postman), and payment gateways like SWIFT, ACH, or real-time payment rails.
- Database & Middleware: Strong skills in SQL for data validation and experience with middleware like IBM MQ, WebSphere, or JBoss.
- Environment: Proficiency in Linux/Unix commands and containerized environments (Docker, Kubernetes/OpenShift).
- Ticketing: Expert use of ServiceNow, Jira, or Remedy for incident and change management.
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