Technologist II-SUPPORT SERVICES-CTO - Support services
Role Overview
The ATM Switch Production Support Engineer – L2 maintains stability, availability, performance, and continuous improvement of the bank’s ATM Switch ecosystem.
The role supports ATM, POS, e-commerce, Card Management, and payment switch integrations across domestic and international card transactions.
The role coordinates with operations, infrastructure, network, database, security, development, vendors, and business teams.
Key Skills for This Role
Full Job Posting
Role purpose and scope
The ATM Switch Production Support Engineer – L2 maintains stability, availability, performance, and continuous improvement of the bank’s ATM Switch ecosystem.
The role supports ATM, POS, e-commerce, Card Management, and payment switch integrations across domestic and international card transactions.
The role coordinates with operations, infrastructure, network, database, security, development, vendors, and business teams.
Production and incident support
- Provide L2 support for ATM Switch, Card Management Systems, DCMS/CCMS, and related channel banking applications.
- Monitor application health, transaction flows, switch queues, interfaces, host connectivity, and network communications.
- Diagnose and resolve incidents, including P1/P2 and business-critical events; use workarounds, restore service, and drive permanent fixes.
- Maintain incident timelines, RCA inputs, action ownership, technical observations, and closure evidence.
Improvements and releases
- Identify improvements to transaction processing, routing, authorization, settlement, and reconciliation.
- Track defects and recurring bugs with development teams and switch vendors through resolution.
- Support solution validation, SIT/UAT, regression testing, and production-readiness checks.
- Support deployments, patching, platform upgrades, switch configuration changes, rollback planning, sanity testing, and post-deployment validation.
Resilience and automation
- Analyze recurring incidents, declines, exceptions, and operational trends; create preventive and corrective action plans.
- Participate in BCP/DR drills and failover/failback activities; validate primary and DR application, database, interface, host, and network dependencies.
- Identify repetitive operational tasks for automation, including monitoring, reporting, reconciliation checks, alert enrichment, and production validation.
- Develop or support scripts, utilities, and dashboards using Shell, Python, SQL, or approved automation tools.
- Contribute to knowledge articles, troubleshooting guides, runbooks, and standard operating procedures.
Role capabilities
- L2 support covers ATM Switch, Card Management Systems, DCMS/CCMS, and channel banking applications.
- Issue analysis uses application logs, traces, dashboards, transaction data, and database queries.
- The role coordinates across technology teams, operations, vendors, and business stakeholders.
- Shell, Python, SQL, or approved automation tools are identified for scripts, utilities, and dashboards.
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