Application Support Specialist - Banking / Production Support L2

Location: Luxembourg

Contract: 6-month assignment, with potential extension

Working arrangement: Primarily on-site

Start: ASAP

The opportunity

We are looking for an experienced Application Support / Production Support Specialist to join the Application Operations team of an international banking environment in Luxembourg.

This is a hands-on Level 2 Application Support position, focused on the stability and operation of business-critical banking applications.

This is not a Service Desk, Desktop Support or end-user support role.

The successful candidate will investigate production incidents, analyse application dependencies and act as a key point of coordination between business users, L3 teams, infrastructure teams and external vendors.

The environment includes Core Banking, payment applications, locally hosted business applications and global applications, connected through numerous interfaces and technical dependencies.

We are looking for someone who can become operational quickly and independently investigate an incident before escalating it.

Your responsibilities

• Provide L2 Application and Production Support for business-critical banking applications.
• Take ownership of production incidents from initial investigation through to resolution.
• Analyse application logs, scheduled jobs, batches, interfaces, file transfers and system dependencies.
• Identify the likely source of an incident across interconnected applications and infrastructure components.
• Perform application troubleshooting, configuration, parameterisation, restarts or reprocessing where appropriate.
• Support environments including Core Banking and payment applications.
• Coordinate incident resolution with L3, infrastructure, database, middleware and external vendor teams.
• Prioritise incidents according to business impact and operational urgency.
• Work according to ITIL processes, particularly Incident, Problem and Change Management.
• Support application access and identity-administration activities.
• Contribute to releases, production validation and Disaster Recovery activities.
• Ensure operational controls including the 4-Eyes Principle and Segregation of Duties are respected.

Your profile

• 4+ years of hands-on experience in Application Support, Production Support or Application Operations.
• Strong experience investigating production incidents on business applications.
• Previous experience supporting business-critical applications within banking or financial services is strongly preferred.
• Hands-on troubleshooting experience involving several of the following:
• application logs;
• scheduled jobs / batch processing;
• interfaces and application dependencies;
• SQL / database checks;
• APIs;
• file transfers / SFTP / MFT;
• monitoring tools.
• Good practical knowledge of Incident, Problem and Change Management.
• Ability to determine whether an incident can be resolved at L2 or requires escalation to L3, infrastructure or a vendor.
• Experience coordinating technical teams and external providers through to service restoration.
• Ability to understand the business impact of a production incident, especially in a banking environment.
• Fluent English is required.
• Ability to work primarily on-site in Luxembourg.
• Flexibility to support occasional critical incidents, releases or Disaster Recovery activities outside standard working hours.

Strong advantages

Experience with any of the following would be highly valued:

• SWIFT / payment applications
• Avaloq or another Core Banking System
• PowerShell or other scripting technologies
• REST APIs and application interfaces
• SQL
• Active Directory and access administration
• ServiceNow
• Job schedulers / batch-processing tools
• SFTP / MFT
• Linux / Unix
• Monitoring and log-analysis tools
• German language skills

Candidates are not expected to have experience with every technology listed above.

What we are looking for

The key requirement is the ability to troubleshoot production incidents methodically and independently.

For example, if a banking payment is not processed correctly, you should be comfortable investigating whether the issue originates from:

the application → logs → scheduled job/batch → interface → file transfer → Core Banking platform → infrastructure or another dependent system

before determining whether the issue can be resolved directly or requires escalation to the appropriate L3 team or vendor.

You do not need to be a software developer, but you should be technically comfortable enough to investigate, isolate and explain a production issue before escalating it.