T24 - L2 Application Support Engineer

T24 L2 Application Support Consultant

Role Purpose

Provide functional and technical support for the Temenos T24 core banking system and its integrations in the UAE banking environment. The role focuses on handling L2 incidents, service requests, configuration changes, and ensuring stable system operations.

Key Responsibilities

• Incident and Problem Management
• Handle L2 incidents and problems escalated from L1 teams
• Perform detailed troubleshooting using logs, traces, T24 tables, and interface messages
• Resolve issues through configuration changes, data corrections, or coordination with technical teams
• Identify root causes and implement fixes for recurring issues
• Maintain clear and accurate ticket documentation

Application Support

• Support T24 modules such as customer, accounts, deposits, lending, and payments
• Perform configuration and parameter updates following change processes
• Assist in product setup including interest, charges, and account conditions
• Ensure data integrity across environments (Dev, Test, UAT, Production)

Batch and Interface Support

• Monitor and support batch cycles including COB, EOD, and BOD
• Resolve job failures, delays, and performance issues
• Support integrations with systems like CRM and payment platforms
• Handle interface errors through reprocessing and coordination with integration teams

Change and Release Support

• Analyze impact and estimate effort for system changes
• Test and implement changes in non-production environments
• Prepare implementation and rollback plans
• Support production releases and validation activities

Collaboration and Vendor Coordination

• Work with L1 teams for effective issue handling
• Coordinate with other L2 teams for end-to-end resolution
• Raise and track issues with vendors where required
• Provide logs and technical details for vendor analysis

Monitoring and Improvement

• Monitor system performance and identify issues proactively
• Suggest improvements in performance and processes
• Maintain knowledge base and SOP documentation

Skills and Qualifications

• Strong knowledge of Temenos T24 architecture and modules such as AA, FT, and LD
• Experience in T24 L2 support in production environments
• Understanding of batch processing and job scheduling
• Knowledge of integrations using APIs, MQ, or file-based systems
• Basic database knowledge (Oracle, MSSQL, or similar)
• Experience with ITSM tools like ServiceNow or Jira

Banking Knowledge

Understanding of customer lifecycle, accounts, lending, and payments

Familiarity with banking operations and reporting

Soft Skills

• Strong problem-solving and analytical skills
• Good communication with technical and business teams
• Ability to work under pressure during critical incidents
• Team-oriented with strong ownership mindset

Experience

• 4 to 8 years in banking application support or development
• At least 2 years in T24 L2 support or similar experience
• Experience in production support environments preferred
• Exposure to 24x7 support models is an advantage

Education and Certifications

• Bachelors degree in IT, Computer Science, or related field
• T24 training or certification is an advantage
• ITIL certification preferred

Working Conditions

Willingness to align with UAE banking schedules

Participation in on-call support for critical incidents