Layer 2 Support Engineer (System Administrator)

Responsibilities

• Act as the escalation point for incidents that Layer 1 support cannot resolve, performing in-depth root-cause analysis of MyAmeria application, backend services, and infrastructure issues.
• Monitor application, API, and infrastructure health using observability tools (e.g., Zabbix, Datadog, ELK/Kibana) and proactively identify and address emerging issues before they affect customers.
• Coordinate with backend, mobile, and DevOps teams to diagnose and resolve production incidents, ensuring timely restoration of service and clear incident communication.
• Reproduce, triage, and document defects, working with development teams to track fixes through to release.
• Maintain and improve runbooks, knowledge-base articles, and standard operating procedures for supported systems.
• Support incident, problem, and change management processes in line with the bank's IT service management standards.
• Participate in on-call rotation and respond to incidents outside standard business hours as required by the criticality of the supported systems.

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