Layer 2 Support Engineer (System Administrator)

Ameriabank CJSC

- 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 (e.g., Zabbix, Datadog, ELK/Kibana) and proactively identify and address emerging issues before they affect customers - Coordinate with backend, mobile, and DevOps teams to diagnose and resolve production incidents, ensuring timely restoration of service and clear incident communication - Reproduce, triage, and document defects, working with development teams to track fixes through to 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 on-call rotation and respond to incidents outside standard business hours as required by the criticality of the supported systems

- Higher technical (engineering) education - At least 2–3 years of experience in IT support, system administration, or application support, ideally within banking/fintech or another regulated environment - Working knowledge of Kubernetes and/or Windows server administration, and familiarity with monitoring/observability tools (Zabbix, Datadog, Kibana/ELK, or similar) - Understanding of mobile application architecture (iOS/Android) and REST/WebSocket-based backend integrations is an advantage - Basic knowledge of SQL and ability to read logs/queries for troubleshooting - Familiarity with incident/ticketing systems (e.g., Jira, ServiceNow) and ITIL-aligned support processes - Programming or scripting knowledge (e.g., .NET, Python, Bash, powershell) is welcome - Self-motivated, detail-oriented, and organized personality - Good communication and time-management skills - Ability to make decisions under pressure - Ability to work independently within tight deadlines and to participate in on-call/shift duty

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