Application Support Engineer (UAT / Payment Systems)

Our client is looking for an experienced Application Support Engineer to manage and support the UAT environment for their key Payment Systems. You will be part of a collaborative team working closely with Development, QA, and Infrastructure teams to ensure high availability, stability, and smooth execution of UAT cycles. This is a critical role requiring strong ownership in environment management, deployment, and L2/L3 troubleshooting.

2. Key Roles & Responsibilities

A. UAT Environment & Deployment Management

• Own the installation, configuration, and patching of Java-based applications in the UAT environment.
• Perform end-to-end deployment of application releases, hotfixes, and scripts (Shell, SQL, Java).
• Ensure environment readiness before each QA cycle and maintain deployment checklists in compliance with change management (JIRA / ServiceNow).

B. Monitoring & Stability

• Perform daily and weekly health-checks on application logs, servers (CPU, Memory, Disk - Linux / Solaris), Oracle DB 19c jobs, and batch jobs.
• Proactively identify performance bottlenecks and stability risks; implement proactive alerts and preventive measures.
• Drive continuous improvement initiatives to enhance UAT availability and stability.

C. Incident Management & Troubleshooting

• Provide L2/L3 support for UAT issues - perform detailed troubleshooting, Root Cause Analysis (RCA), and provide permanent fixes.
• Analyze Java logs, heap dumps, thread dumps, and Oracle AWR reports for RCA.
• Act as the central coordinator, engaging Development, QA, DBA and Infra teams to resolve issues within SLA.

D. Automation & Documentation

• Automate manual tasks related to monitoring, health-checks, and recovery to improve MTTR.
• Create and maintain Runbooks, SOPs, Deployment Guides, and Knowledge Base articles.
• Ensure all RCA documents are delivered within 48 hours of incident closure.

3. Tech Stack & Skills Required

• Programming / Debugging: Java 8/17/21 - strong in log analysis, heap/thread dump analysis
• OS & Scripting: Linux / Solaris Administration, Shell Scripting
• Database: Oracle DB 19c - SQL, job monitoring, AWR analysis
• Application Servers: WebLogic / JBoss / Tomcat
• Tools: Jenkins, JIRA, ServiceNow, Monitoring Tools (e.g., AppDynamics, Dynatrace, Grafana)
• Other: Batch job schedulers, CI/CD concepts

4. Deliverables & KPIs

Deliverables:

1. Weekly UAT Health & Stability Report
2. Deployment Log & Release Tracking
3. RCA Documentation (within 48h)
4. Automated Monitoring & Auto-Recovery Scripts
5. Maintained SOPs, Runbooks & Deployment Checklists

KPIs:

• UAT Environment Availability > 99.5%
• MTTR < 4 Hours
• Deployment Success Rate > 98%
• 100% compliance on documentation and reporting timelines

5. Qualifications

• 4-8 years of experience in Application Support, UAT Support, or Non-Production Environment Management.
• Experience in Banking / Payment Systems domain is highly preferred (SWIFT, MEPS+, FAST, GIRO, PayNow).
• Strong analytical and problem-solving skills with a strong sense of ownership.
• Excellent communication skills to manage multiple stakeholders across Dev, QA and Infra.
• Bachelor's Degree in Computer Science, Engineering or related field.
• ITIL knowledge is a plus