Senior Production Support Engineer

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

Position Title: Manager / Assistant Vice President

Corporate Title: Assistant Vice President

Reporting to: Vice President

Location:  Bengaluru                        

We are seeking a highly motivated professional for the position of Application Support Engineer (L2/L3) for production applications within Information Technology Department under Systems Office for Asia.

The Senior Application Support Engineer is responsible for providing advanced production applications support across APAC region. The successful candidate will be part of a dynamic team that undertake Business-As-Usual responsibilities in supporting the bank’s application systems. This role plays a critical part in maintaining applications stability, performance and integrity of business-critical applications.

As a hands-on 2nd level resolver, the role investigates and resolves incidents and service requests across application, database, configuration, integration and environment layers, escalating code related issues to development teams where required.

The role supports day-to-day business operations, contributes to root-cause analysis, and identifies opportunities to improve monitoring, automation, and operational practices. Working collaboratively with technology and business stakeholders, the role helps strengthen service reliability and the quality of technology services provided to the business.

• →Assist stakeholders through application support, which includes problem investigations, analysis, and troubleshooting user issues.
• →Work closely with various application teams to ensure reliable application services through effective collaboration and communication.
• →Coordinate with multiple teams to raise support tickets, analyzing root causes following incidents, and resolving all production issues.
• →Actively identifying opportunities to innovate, automate and improve operational efficiency.
• →Troubleshooting and resolving application issues in accordance with SLAs, including database querying, data analysis, and issue resolution.
• →Monitor alerts and incidents affecting the production environment and escalate as necessary.
• →Possessing strong technical understanding of system platforms such as UNIX, Windows, and Oracle, providing support during investigations.
• →Implement and manage automation processes with an aim to reduce manual tasks and enhance efficiency.
• →Performing initial technical analysis by reviewing logs, error messages, database records, configuration changes and recent deployments to identify probable causes before escalating to development teams.
  • →Hands on experience with DevOps tools such as Jenkins and Ansible playbook would be preferred.
• →Providing round-the-clock (24/7) operational support for production systems, including on weekends and holidays.
• →Perform comprehensive application health checks for various systems to ensure their proper functioning in a live environment.
• →Perform application deployments in both Production and DR environments.
• →Apply Site Reliability Engineering (SRE) principles to ensure systems and services meet the set standards of availability, latency, and performance.
• →Utilize development experience to contribute to production projects, optimizations, and initiatives to solve problems.
• →Demonstrate the capacity to work across diverse geographical locations, time zones, cultures, and technical environments.

• Must have 10+ years of experience in providing technical application support (level 2/3) to handle multiple production servers, maintaining high availability, and assist with disaster recovery.
• Good to have knowledge in core banking systems or payment systems.
• Familiarity with the banking domain is preferred.
• Proficiency in automation tools, monitoring tools, and scripting would be a plus point.
• Experience with IT service management within ITSM / ITIL framework.
• Experience using monitoring and observability tools such as Dynatrace, Splunk or equivalent platforms.
• Ability to identify automation opportunities and use scripting or operational tooling to reduce manual support effort and improve service stability.
• Strong skills in scripting languages such as Unix Shell, PowerShell, or Python.
• Prior experience in system support or development with knowledge on the following will be an advantage:
  • Technical knowledge in J2EE, .Net, Oracle, SQL, Unix/Linux/Windows, Web application development, IBM MQ, MSSQL
  • 3 tier application architecture & n-tier application architecture
• Hands-on experience in system development, integration, and implementation.
• Experience working with DevOps systems, methods, and practices to ensure seamless application delivery into production.
• Strong understanding of Change Management and Incident Management processes.
• Prior experience in managing production applications and servers.
• Familiarity with Site Reliability Engineering (SRE) principles is preferred.
• Understanding of compliance and risk management processes.
• Should be a self-motivated, proactive, capable of working independently as well as being a good team player.

Bachelor’s degree in Computer Science or a related field.

A total of 10 to 14 years of relevant work experience is required for this role.

Mitsubishi UFJ Financial Group (MUFG) is an equal opportunity employer. We view our employees as our key assets as they are fundamental to our long-term growth and success. MUFG is committed to hiring based on merit and organsational fit, regardless of race, religion or gender.