Overview

The L2 Support Analyst provides advanced technical and operational support for business-critical payment applications and the SWIFT infrastructure. The role is accountable for service stability, timely incident resolution, effective problem management, and the controlled delivery of application and infrastructure changes. The successful candidate will combine strong SWIFT domain expertise with disciplined troubleshooting, security awareness, and cross-functional collaboration.

Responsibilities

Key Responsibilities

SWIFT Platform Support

• Administer, monitor, and maintain SWIFT components, including SWIFT Alliance Access (SAA), SWIFT Alliance Gateway (SAG), SWIFTNet Link (SNL), SWIFT Web Platform (SWP), Hardware Security Modules (HSMs), and Alliance Connect.
• Perform controlled installations, upgrades, patching, configuration changes, and post-implementation validation across supported environments.
• Plan and implement mandatory SWIFT and security releases in accordance with approved change-management procedures.
• Support compliance activities aligned with the SWIFT Customer Security Programme (CSP) and SWIFT Infrastructure Programme (SIP) requirements.

Payment Application Support (XMH)

• Provide Level 2 production support for XMH and associated payment-processing services, taking ownership of escalated incidents through resolution.
• Conduct technical diagnosis, root cause analysis, and problem management; implement approved workarounds and sustainable corrective actions.
• Perform application health checks, monitor production services and interfaces, and support release, deployment, and validation activities.
• Troubleshoot secure integration channels and messaging technologies, including SFTP, IBM MQ, and Kafka.
• Provide technical support for new client onboarding projects, including environment readiness, connectivity validation, and implementation support.

Incident, Problem, and Change Management

• Participate in Severity 1 and other major incident bridges, providing clear technical updates, restoration actions, and follow-up analysis.
• Prepare accurate root cause analysis reports, including corrective and preventive actions, for significant or recurring incidents.
• Collaborate with Level 1 support, application development, infrastructure, network, database, security, and vendor teams to resolve complex issues.
• Maintain complete incident, problem, and change records in line with ITIL processes, operational controls, and agreed service levels.

Technical Operations and Continuous Improvement

• Execute approved MongoDB queries for troubleshooting, validation, and operational analysis.
• Support user acceptance testing (UAT), production deployments, release verification, rollback readiness, and post-release monitoring.
• Maintain operational procedures, support runbooks, known-error records, and knowledge articles for recurring issues.                                                                                                                                                                         

• Identify and implement opportunities for automation, monitoring enhancement, risk reduction, and improved operational efficiency.

Qualifications

• Bachelors degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Four to five years of relevant experience in Level 2 application or production support within banking, payments, or financial services.
• Demonstrated experience supporting high-availability, business-critical production services and participating in major incident resolution.
• SWIFT, ITIL, Linux, database, or related technology certifications are advantageous.