Senior Digital Channels Support Engineer📣 Job Ad

About TAWANTECH and the Role

TAWANTECH is seeking a Senior Digital Channels Support Engineer to join its team in Riyadh, Saudi Arabia. This full-time role is critical for providing operational support for enterprise digital banking applications and customer-facing digital channels. The engineer will ensure the availability, performance, and reliability of digital services operating on a modern microservices architecture.

Role Overview and Impact

As a key member of a 24x7 production support organization, the Senior Digital Channels Support Engineer leads the resolution of production incidents and monitors critical systems. This position involves troubleshooting complex application issues and collaborating extensively with development, infrastructure, DevOps, and business teams to maintain seamless digital banking operations.

Key Responsibilities

• Provide Level 2/Level 3 production support for Digital Channels applications.
• Lead troubleshooting and resolution of complex production incidents across distributed microservices environments.
• Monitor application performance, system health, and customer-facing services to ensure maximum availability.
• Perform Root Cause Analysis (RCA) and implement permanent solutions for recurring production issues.
• Analyze application logs, distributed traces, and infrastructure metrics using tools such as Splunk and Dynatrace.
• Support production deployments, releases, rollbacks, and post-deployment validation activities.
• Manage incidents, service requests, problems, and changes in accordance with established SLAs and ITIL processes.
• Support integrations with backend services, databases, middleware, and third-party systems.
• Collaborate with Development, Infrastructure, Database, Middleware, and DevOps teams to resolve production issues.
• Maintain operational documentation, runbooks, support procedures, and knowledge base articles.
• Identify opportunities for automation and continuous operational improvements.
• Mentor junior engineers and provide technical leadership during major production incidents.

Required Experience and Technical Skills

• 6-10+ years of experience in Application Production Support.
• Minimum 4+ years of experience supporting enterprise Digital Channels or Digital Banking applications.
• Strong hands-on experience supporting Java (Quarkus)-based microservices.
• Experience working with OpenShift, containerized environments, and WebSphere.
• Strong knowledge of Oracle and Microsoft SQL Server databases.
• Proficiency in using Splunk and Dynatrace for production monitoring and troubleshooting.
• Experience supporting high-volume, customer-facing applications.

Preferred Qualifications

• Familiarity with Agile, DevOps, and CI/CD practices.
• Banking or financial services industry experience is highly preferred.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, operating within a 24x7 production support framework.