Senior Support Engineer Digital Channels

Experience; Muscat; On-site; OMR 12,000 - 22,000; Full time

Job summary

Experience is seeking a Senior Support Engineer for Digital Channels in Muscat to manage end-to-end production support for the bank's digital platforms, including mobile applications built in Flutter and the Backbase Digital Spine.

The role requires deep expertise in Java, Spring Boot, Oracle SQL, and OpenShift/Kubernetes, with a focus on uptime, risk/compliance, and seamless customer experiences across digital channels.

Qualifications

• 7+ years of IT experience in banking or financial services.
• Must have Backbase digital banking experience.
• Experience with mobile banking applications and digital channel platforms.

Responsibilities

• Proactive monitoring and maintenance of digital channels.
• Ensure production issues are resolved within SLA.
• Coordinate across IT sections and provide regular updates to management.
• Drive corrective and preventive actions and support team efficiency.

Skills

Strong communication

Team leadership

Analytical skills

Digital channels

Tools

Java

Spring Boot

Flutter/Dart

Oracle SQL/PL-SQL

OpenShift

Kubernetes

REST API

GitLab CI/Argo CD

Job description

The Senior Support Engineer Digital Channels is responsible for end-to-end production support, maintenance and enhancement of the Bank's mobile banking application suite.

Applications Covered:

• Mobile Banking Application (Engagement layer built in Flutter)
• Digital Universal Banking Platform (Digital Spine layer by Backbase)
• Backbase Digital Assist, Digital Engage & Remote Config
• Customer onboarding, login & authentication, dashboard, accounts, statements, Debit & Credit card services, Local & International payments, Bill payment, notifications, PFM, service requests.

Overall Responsibilities:

• Proactive monitoring and maintenance of digital channels.
• Ensure production issues resolved within SLA.
• Recommend strategies and technologies for digital channels.
• Ensure business needs are addressed with appropriate solutions.
• Coordinate across IT sections.
• Provide regular updates to management.
• Drive corrective and preventive actions.
• Support team efficiency and knowledge sharing.
• Ensure compliance with risk and audit standards.

Principal Accountabilities:

System Maintenance:

• Ensure availability and uptime of digital channels.
• Conduct RCA and coordinate with vendors.
• Ensure 24/7 readiness.
• Ensure enhancements follow bank standards.
• Define milestones and coordinate with IT teams.
• Evaluate new technologies.

Projects:

• Support digital transformation and change initiatives for digital channels.

Technical Skills Must Have:

• Java, Spring Boot, J2EE, Oracle PL/SQL, Flutter/Dart.
• Strong Oracle SQL/PL-SQL programming and optimization skills.
• Troubleshooting across mobile apps, microservices, OpenShift.
• Expertise in containerization technologies (OpenShift, Kubernetes) and On-Prem environments.
• Strong integration experience (Rest API, MQ) with bank's surround systems like ESB, Core Banking, Debit/Credit Card Systems and many more.
• Knowledge of DevOps practices and CI/CD pipelines using GitLab CI/Argo CD.
• Systems architecture knowledge.
• Documentation and reporting skills.

Technical Skills Good to Have:

• Backbase backend customizations.
• API gateway & middleware knowledge.
• Observability tools (ELK, Dynatrace, Riverbed).
• Security concepts OAuth2, JWT, OWASP.

Soft Skills:

• Strong communication and presentation.
• Ability to lead and coordinate teams.
• Analytical and decision-making capability.
• Professional interpersonal skills.

Desired Candidate Profile

Good academic background with extensive domain knowledge of support systems of a bank, mainly Digital Channels Applications related.

Minimum 7+ years of experience in the field of information technology with reputed organizations having knowledge and experience in the EChannels Applications Management.

The candidate should also have thorough knowledge of the following:

• Must have prior Backbase digital banking experience.
• Must have supported any mobile banking implementation.
• High level programming knowledge in various languages.
• In-depth experience in system development, design, and implementation.
• High-level knowledge of SDLC.
• High level knowledge in Systems architecture design and implementation.
• Planning, implementation and administration of digital channel systems through the use of controls, procedures, measurements and strategies.
• High-level knowledge of current technology in the industry.In depth knowledge in Documentation & Report/MIS Preparation
• Good management capabilities with abilities to lead a team.
• Good communication, presentation skills with good command of written English.
• Good Interpersonal relations with pleasing personality.