Описание
Ameriabank provides mobile banking services through the MyAmeria application and related applications.
Задачи
•Act as the escalation point for incidents that Layer 1 support cannot resolve, performing in-depth root-cause analysis of MyAmeria application, backend services, and infrastructure issues
•Monitor application, API, and infrastructure health using observability tools and proactively address emerging issues before they affect customers
•Coordinate with backend, mobile, and DevOps teams to diagnose and resolve production incidents, restore services promptly, and communicate incidents clearly
•Reproduce, triage, and document defects, and work with development teams to track fixes through release
•Maintain and improve runbooks, knowledge-base articles, and standard operating procedures for supported systems
•Support incident, problem, and change management processes in line with the bank's IT service management standards
•Participate in the on-call rotation and respond to incidents outside standard business hours as required by the criticality of supported systems
Требования
•Higher technical (engineering) education
•At least 2–3 years of experience in IT support, system administration, or application support, ideally in banking/fintech or another regulated environment
•Working knowledge of Kubernetes and/or Windows Server administration
•Familiarity with monitoring and observability tools such as Zabbix, Datadog, Kibana/ELK, or similar
•Basic knowledge of SQL and ability to read logs and queries for troubleshooting
•Familiarity with incident/ticketing systems such as Jira or ServiceNow and ITIL-aligned support processes
•Self-motivated, detail-oriented, and organized
•Good communication and time-management skills
•Ability to make decisions under pressure and work independently within tight deadlines
•Ability to participate in on-call/shift duty
Nice to have: understanding of mobile application architecture (iOS/Android), REST/WebSocket-based backend integrations, programming or scripting knowledge (e.g., .NET, Python, Bash, PowerShell)
Условия
On-call rotation, including responses outside standard business hours as required.
