Job Description

The Service Support Engineer (Tier 3) provides advanced technical support for the bank’s

core digital platforms, including Mobile Banking and Internal Web Applications. This role

acts as a critical escalation point for resolving complex system issues across Windows,

Linux, and Cloud environments (AWS/Azure). You will be responsible for ensuring the

24/7 availability of banking services, managing critical Job Scheduling operations, and

collaborating with Developers to maintain the integrity of the bank’s digital infrastructure.

Key Responsibilities:

• Banking Application Support: Provide Tier 3 support for Mobile Banking

(iOS/Android) and Internal Web Applications. Monitor system performance,

identify bugs, and troubleshoot application-level errors.

• Job Scheduling & Operations: Oversee and execute critical banking tasks via

Windows Task Scheduler and Linux Crontab. Ensure all scheduled jobs (e.g., end of-day processing, data synchronization) run accurately and on time.

• Cloud & Infrastructure Monitoring: Maintain the health and security of services on

AWS (EC2, S3) or Azure (VM, Storage). Manage IAM roles and assist in secure

software deployments and system patching.

• Advanced Troubleshooting: Analyze complex issues related to System Logs,

Database Connections, and Network Latency that a.ect banking transactions.

Perform Root Cause Analysis (RCA) in collaboration with Developer and Security

teams.

• Automation & Scripting: Develop and maintain PowerShell, Bash, or Python

scripts to automate routine banking operations and backup processes to minimize

human error.

• Documentation: Create and update Knowledge Base entries and Troubleshooting

Guides to ensure compliance with banking audit standards.

• Troubleshoot and analyze issues, including mobile application (iOS/Android),

across UAT and PVT environments to ensure successful golive- readiness.

Job Qualifications

• Education: Bachelor’s Degree in Computer Engineering, IT, Computer Science, or a

related field.

• Experience: 3 years up of experience in IT Support, System Administration, or

Banking Operations. Interest in Mobile App Support and Cloud Infrastructure is

essential.

• Technical Proficiency:
• Foundational knowledge of Windows Server, Linux CLI, and Web

Application architecture.

• Understanding of Mobile Banking systems and how APIs/Web Services

interact with the backend.

• Familiarity with Job Scheduling logic (Cron jobs/Task Scheduler).
• Basic understanding of Cloud Computing (Certifications like AWS Cloud

Practitioner or Azure Fundamentals are a plus).

• Ability to write basic scripts (PowerShell, Python, or Bash) and basic SQL

queries for data investigation.

Advanced Diagnostics: Proficient in using tcpdump and Wireshark for

packet-level analysis to trace API flows and resolve complex integration

issues between internal systems and third-party partners.

Network Fundamentals: Strong grasp of TCP/IP, DNS, and SSL/TLS

protocols, essential for debugging connectivity and authentication (OAuth2)

issues in production environments.

• API Observability: Skilled in analyzing network tra.ic to identify latency

bottlenecks and transmission errors that application logs might miss.

• Experience building automation tools or workflow automations using

Microsoft Power Automate, n8n , or Copilot Studio is a plus.

• Good communication skills and ability to manage cross-functional tasks.
• Demonstrate strong analytical and technical troubleshooting skills,

including the ability to analyze logs, trace API flows, and resolve mobile

(iOS/Android) issue