Senior Engineer - Support Analyst

Job Title: Senior Engineer - Support Analyst

Department/Function: INT-RUN-EBK

Reporting to Title: Technical Lead - Support Manager

Main Objectives and Activities:

We are looking for a motivated Senior Engineer - Support Analyst to support the daily operations and application support activities of the bank's Digital Banking platforms, including Corporate & Retail Internet Banking, Mobile Banking, Digital Payments, APIs and partner integrations.

The Senior Engineer - Support Analyst will be responsible for analyzing, following up and resolving incidents and service requests raised by BRED international subsidiaries. The role requires a good technical and functional understanding of digital banking solutions, strong analytical skills, and the ability to work closely with vendors, development teams, infrastructure teams and business stakeholders.

The candidate will contribute to maintaining the stability, availability and quality of support services, while also supporting documentation, testing, monitoring and continuous improvement initiatives.

Responsibilities/ Job Description:

• Provide application support for Digital Banking systems, including Internet Banking, Mobile Banking, Digital Payments and partner integrations.
• Analyze, qualify and follow up incidents, service requests and change requests raised by BRED subsidiaries.
• Investigate technical and functional issues by reviewing logs, database records, APIs, interfaces and application behavior.
• Perform first-level and second-level analysis before escalation to vendors, development teams or infrastructure teams.
• Coordinate with internal teams and external providers to ensure timely incident resolution.
• Monitor incident progress and ensure proper follow-up in line with agreed priorities and service levels.
• Communicate clearly with subsidiaries regarding incident status, investigation progress and resolution updates.
• Identify recurring issues and contribute to root cause analysis and problem management activities.
• Support production monitoring and help detect anomalies or service degradation.
• Participate in the testing of bug fixes, patches, releases and production deployments.
• Support validation activities for Digital Banking features and corrective maintenance.
• Contribute to the preparation and maintenance of support documentation, operating procedures, user guides and knowledge base articles.
• Assist in handover activities from project teams to support teams before go-live.
• Support the analysis of change requests and contribute to the review of functional or technical specifications.
• Prepare incident reports, follow-up reports and operational dashboards when required.
• Participate in support meetings, operational committees and post-incident reviews.
• Contribute to continuous improvement of support processes, tools, monitoring and reporting.
• Maintain a good understanding of Digital Banking features, technical architecture and operational processes.

Qualifications:

• University degree in IT, Computer Science, Engineering or related field.
• 3 to 5 years of experience in application support, production support, IT operations or technical support.
• Experience in Digital Banking, Internet Banking, Mobile Banking, Payments or Banking IT systems.
• Experience working with incident management tools and production support processes.
• Experience in an international or multi-stakeholder environment is appreciated.

Language skills:

• Good level of English, both written and spoken.

Experience and Skills Required:

• Good technical and functional understanding of Digital Banking platforms.
• Strong analytical mindset and problem-solving capabilities.
• Ability to investigate issues using application logs, database queries and monitoring tools.
• Good knowledge of SQL, application logs and production troubleshooting.
• Understanding of REST/SOAP APIs, XML, JSON, web services and system interfaces.
• Ability to perform structured incident analysis and escalate issues with clear findings.
• Good communication skills with both technical and non-technical stakeholders.
• Customer-oriented mindset and strong sense of service quality.
• Ability to prioritize tasks and work under pressure in a production environment.
• Good documentation and reporting skills.
• Good understanding of ITIL processes, especially incident, problem, change and release management.
• Ability to work both independently and as part of a support team.

Extra Appreciated Competencies:

• Experience with Splunk, ELK, Grafana, Dynatrace or similar monitoring/log analysis tools.
• Knowledge of Internet Banking, Mobile Banking, digital payments, customer authentication, APIs and partner integrations.
• Knowledge of payment flows, bank transfers, bill payments, card payments or wallet integrations.
• Experience working with vendors or external service providers.
• Knowledge of Agile methodology and project delivery lifecycle.
• Previous experience in a banking or financial services environment.
• Experience with ticketing tools such as Jira, ServiceNow or equivalent.