IT Production Support Engineer

Epergne Solutions; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Epergne Solutions in Abu Dhabi, UAE, seeks an IT Production Support Engineer to maintain and support digital banking platforms in a 24/7 production environment. You will troubleshoot incidents, monitor systems, and collaborate with vendors to ensure SLAs are met.

The role requires 4–5 years IT experience, with strong knowledge of Dynatrace, AWS/Kubernetes/OpenShift, and database skills. Prior banking-domain experience is preferred.

Qualifications

• Minimum 4–5 years of IT experience, preferably in banking/financial services.
• At least 1–2 years supporting enterprise applications and technical systems.
• Hands-on production/application support experience, ideally in digital banking.
• Solid understanding of banking operations and support processes.
• Experience in 24/7 shift-based production environments.

Responsibilities

• Provide 24/7 production support for digital banking apps and platforms.
• Monitor performance, availability and health; troubleshoot incidents.
• Troubleshoot application, API, database, middleware, cloud, and infra issues with IT teams and vendors.
• Support Digital Channels across web and mobile platforms.
• Perform APM with Dynatrace and related tools; manage changes and releases.
• Coordinate with vendors to review solutions and ensure SLA compliance.
• Support SIT, UAT, production deployment, and handover activities.
• Assist project teams with planning, reporting, and documentation.
• Prepare operational docs and handover guides.
• Identify recurring issues and contribute to RCA and continuous improvement.

Skills

24/7 production support

Incident troubleshooting

Application monitoring

Vendor coordination

Change & problem management

SIT/UAT/production handover

Project reporting

Documentation

Stakeholder coordination

Tools

Dynatrace

AWS DevOps

Kubernetes

OpenShift

Docker

GitHub Actions

Kong API Gateway

Oracle Database

SQL Server

Job description

Job Description:

Job Role:-

IT Production Support Engineer

Job Location:

- Abu Dhabi, UAE

Experience:-

4+ Years

Role overview:-

Responsible for supporting and maintaining digital banking applications and technology platforms in a production environment. The role involves incident troubleshooting, application monitoring, vendor coordination, change/problem management, and supporting technology projects through SIT, UAT, production transition, and handover.

Key Responsibilities:-

• Provide 24/7 production support for digital banking applications and technology platforms, including shift and on-call support.
• Monitor application performance, availability, and system health; investigate and resolve production incidents.
• Troubleshoot application, API, database, middleware, cloud, and infrastructure-related issues in collaboration with internal IT teams and vendors.
• Support Digital Channels and applications across web and mobile platforms.
• Perform application performance monitoring and diagnostics using Dynatrace and related monitoring tools.
• Manage incidents, problems, changes, releases, and production deployments in accordance with IT service management processes.
• Support AWS/Kubernetes/OpenShift environments, application servers, APIs, messaging platforms, and databases.
• Coordinate with vendors to review solutions, resolve issues, monitor implementation quality, and ensure SLA compliance.
• Support SIT, UAT, production deployment, transition, and technical handover activities.
• Assist project teams with technology-enabled initiatives, project planning, reporting, documentation, and delivery tracking.
• Prepare and maintain technical documentation, operational procedures, transition documents, and support guides.
• Assist business users with system functionality, technical issues, and application capabilities.
• Support vendor evaluation and ensure solutions meet technical and operational requirements.
• Identify recurring issues and contribute to root-cause analysis and continuous improvement.
• Prioritize multiple incidents and tasks effectively in a high-pressure production environment.

Skills & Requirements:-

Experience

• Minimum 4–5 years of IT experience, preferably within banking/financial services.
• At least 1–2 years of experience supporting enterprise application and technical systems.
• Practical experience in production/application support, preferably within digital banking or digital financial services.
• Good understanding of banking operations and application support processes.
• Experience working in 24/7 shift-based production support environments.

Technical Skills

• Strong knowledge of Digital Banking / Digital Channels.
• Understanding of Investment & Wealth Management processes is an advantage.
• Hands-on experience with AWS DevOps, Kubernetes, OpenShift, and cloud-native environments.
• Experience with AWS EKS, HPA, Docker/container platforms, and application deployment.
• Experience with Dynatrace or similar Application Performance Monitoring (APM) tools.
• Working knowledge of Oracle Database, SQL Server, SQL development, and database troubleshooting.
• Knowledge of REST APIs, API integration, API security, and API lifecycle management.
• Experience with Kong API Gateway or similar API management platforms.
• Knowledge of enterprise integration/middleware and messaging technologies such as ESB, MQ, and topics.
• Experience with GitHub Actions / CI-CD pipelines.
• Exposure to ETL processes, React JS, application servers, and mobile application release management is an advantage.

Professional & Soft Skills

• Strong analytical, troubleshooting, and problem-solving abilities.
• Good understanding of IT Change Management and Problem Management.
• Ability to coordinate effectively with vendors, technical teams, business users, and stakeholders.
• Good planning, prioritization, negotiation, influencing, and time-management skills.
• Ability to work independently and effectively under pressure.
• Strong service-oriented mindset and ability to collaborate across teams.
• Good understanding of quality control and operational standards.

Requirements: