Senior Digital Channels Support Engineer📣 Job Ad

About the Role

TawanTech is seeking a Senior Digital Channels Support Engineer to join our team in Riyadh. This full-time role focuses on providing operational support for enterprise digital banking applications and customer-facing digital channels, ensuring their availability, performance, and reliability.

Role Context and Objectives

As part of a 24x7 production support organization, the Senior Digital Channels Support Engineer will operate within a modern microservices architecture. The primary objective is to lead production incident resolution, monitor critical systems, troubleshoot complex application issues, and collaborate with various 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 Splunk and Dynatrace.
• Support production deployments, releases, rollbacks, and post-deployment validation activities.
• Manage incidents, service requests, problems, and changes in accordance with 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

• 6–10+ years of experience in Application Production Support.
• Minimum 4+ years supporting enterprise Digital Channels or Digital Banking applications.
• Experience supporting high-volume, customer-facing applications.

Technical Skills and Knowledge

• 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.
• Experience using Splunk and Dynatrace for production monitoring and troubleshooting.
• Familiarity with Agile, DevOps, and CI/CD practices.

Work Details and Preferred Qualifications

This is a full-time position based in Riyadh. Banking or financial services experience is highly preferred for this role.