System Engineer

Role Overview

This position as a Systems Engineer is a Tier 2 application support role within the Global Financial Solutions (GFS) unit. The role demands responsibility for the daily operational support, stability, and efficient performance of applications. It involves resolving complex issues escalated from Tier 1, deep technical troubleshooting, and collaboration with senior engineers to enhance service reliability in a regulated financial services setting.

Core Responsibilities

• Deliver Tier 2 level support for GFS applications by investigating, diagnosing, and resolving complex issues beyond Tier 1 capabilities.
• Conduct thorough troubleshooting across applications, integration points, and infrastructure layers.
• Implement documented workarounds and known fixes effectively.
• Maintain accurate incident records, ensuring timely resolution in alignment with service level agreements.
• Engage actively in major incident responses, assisting diagnosis and recovery efforts.
• Support root cause analysis by collecting and analyzing logs, metrics, and other technical information.
• Monitor the health, availability, and performance of applications utilizing enterprise monitoring solutions.
• Address alerts and performance issues promptly, taking corrective measures when necessary.
• Assist in application releases, patches, and configuration changes with validation and post-deployment monitoring.
• Evaluate change requests for risk and readiness for production deployment.
• Collaborate closely with business users, senior engineers, developers, and infrastructure teams to resolve incidents and communicate status transparently to all stakeholders.
• Create and update technical documentation such as runbooks and support guides.
• Contribute to knowledge base articles to empower Tier 1 support and reduce incident volume.
• Continuously develop deep expertise in supported applications, integrations, and related business processes.
• Identify and recommend improvements in monitoring, alerting, and operational workflows.
• Take on progressively more challenging issues and responsibilities under senior guidance.

Required Skills and Qualifications

• Experience in enterprise application support within production environments (typically 3 to 5 years).
• Proficient understanding of application architectures and integration methods.
• Working knowledge of database querying with SQL and basic data analysis.
• Familiarity with Windows operating systems and various logging, monitoring, and alerting tools.
• Methodical troubleshooting skills with the ability to escalate issues providing clear technical context.
• Previous experience in a Tier 2 support position or equivalent technical support roles.
• Preferred exposure to financial services or other regulated environments.
• Strong analytical thinking and problem-solving abilities, with a calm approach under pressure.
• Excellent communication skills, both verbal and written, with an ability to handle multiple concurrent priorities effectively.
• Bachelor's degree in Computer Science, Information Systems or related fields, or equivalent practical experience.
• ITIL Foundation certification or higher is required.
• Relevant technical certifications in cloud technologies, databases, operating systems, or application platforms are advantageous.

Additional Details

• Shift hours: 11:00 AM to 8:00 PM IST.
• Work mode: Hybrid setup combining remote and onsite work.