L2 Support Engineer

Royal Cyber; Saudi Arabia; On-site; SAR 70,000 - 100,000; Full time

Job summary

Royal Cyber is seeking an L2 Support Engineer specializing in the IBM Middleware stack to ensure production stability and high availability of critical applications. You will manage incidents, perform RCA, and collaborate with cross-functional teams to uphold SLAs in a fast-paced environment.

The role requires hands-on IBM middleware experience, Linux/Unix proficiency, and familiarity with DevOps practices. Banking/financial services exposure and cloud knowledge (AWS/Azure) are a plus.

Qualifications

• Hands-on experience in production support for IBM middleware.
• Strong knowledge of Linux/Unix environments.
• Experience with API troubleshooting, message flows, and integrations.
• Familiarity with monitoring tools and log analysis.
• ITIL certification or understanding of ITIL processes.
• Experience in Banking / Financial Services domain.
• Knowledge of Cloud platforms (AWS / Azure).
• Exposure to DevOps tools and CI/CD pipelines.

Responsibilities

• Provide Level 2 production support for IBM middleware applications and platforms.
• Monitor, troubleshoot, and resolve incidents within defined SLAs.
• Perform root cause analysis (RCA) and implement preventive measures.
• Support deployment, configuration, and maintenance of IBM integration solutions.
• Work closely with L1/L3 teams, developers, and infrastructure teams.
• Handle incident, problem, and change management processes.
• Ensure system uptime, performance tuning, and stability.
• Maintain documentation, runbooks, and knowledge base articles.
• Participate in on-call support and shift rotations.

Skills

IBM Integration Bus (IIB)

App Connect Enterprise (ACE)

IBM MQ

IBM DataPower

IBM API Connect (APIC)

L2 production support

Linux/Unix

API troubleshooting

Middleware architecture

Monitoring tools

Log analysis

Banking/Financial services

Cloud (AWS/Azure)

DevOps / CI/CD

ITIL familiarity

Education

ITIL certification

Job description

We are looking for a skilled L2 Support Engineer with strong experience in the IBM Middleware stack to provide production support, incident management, and system stability across enterprise integration platforms. The ideal candidate will ensure high availability, performance, and reliability of critical applications in a fast-paced environment.

Key Responsibilities

• Provide Level 2 production support for IBM middleware applications and platforms
• Monitor, troubleshoot, and resolve incidents within defined SLAs
• Perform root cause analysis (RCA) and implement preventive measures
• Support deployment, configuration, and maintenance of IBM integration solutions
• Work closely with L1/L3 teams, developers, and infrastructure teams
• Handle incident, problem, and change management processes
• Ensure system uptime, performance tuning, and stability
• Maintain documentation, runbooks, and knowledge base articles
• Participate in on-call support and shift rotations

Required Skills & Experience

• Strong experience in IBM Integration Stack , including:
• IBM Integration Bus (IIB) / App Connect Enterprise (ACE)
• IBM MQ
• IBM DataPower
• IBM API Connect (APIC)
• Hands-on experience in production support / application support (L2)
• Good knowledge of Linux/Unix environments
• Experience with API troubleshooting, message flows, and integrations
• Understanding of middleware architecture and enterprise integration patterns
• Familiarity with monitoring tools and log analysis
• Good to Have
• Experience in Banking / Financial Services domain
• Knowledge of Cloud platforms (AWS / Azure)
• Exposure to DevOps tools and CI/CD pipelines
• ITIL certification or understanding of ITIL processes