Technology Analyst

Location in Mexico City, Hybrid work in client office.
English communication

Role Purpose
The L2 Application Support Engineer - API Integration is responsible for providing Level 2 operational support for API-based integrations supporting AEBC technology platforms. The role ensures continuous availability, performance monitoring, incident resolution, and operational stability across all API services while coordinating with L3 engineering teams and vendors to restore service and implement permanent fixes.

The role acts as the primary L2 operational interface between Production Assurance (PAT), application development teams, infrastructure teams, and third-party vendors for all API-related production incidents.

Key Responsibilities
API Operations & Production Support

• Monitor API availability, latency, throughput, and transaction success rates across production environments.
• Perform L2 diagnosis and resolution of API-related incidents and service degradations.
• Validate API health using monitoring tools and operational dashboards.
• Coordinate restoration activities with L3 engineering teams during production incidents.
• Maintain operational support documentation for all supported APIs.

• Monitor REST and SOAP services using enterprise monitoring platforms.
• Validate API authentication and authorization failures.
• Monitor API gateway performance and routing issues.
• Investigate timeout, connectivity, and payload validation failures.
• Ensure monitoring alerts are tuned and mapped to operational severity levels.

• Perform incident triage and impact assessment for API failures.
• Participate in incident bridges and provide technical diagnostics.
• Coordinate root cause analysis with vendors and development teams.
• Maintain Known Error Database (KEDB) entries for recurring API issues.
• Track corrective and preventive actions to closure.

• Support production deployments involving API services.
• Validate API functionality during post-implementation verification.
• Review rollback readiness for API releases.
• Update operational runbooks following production changes.

• Identify recurring API issues and recommend permanent improvements.
• Support automation of API health checks and operational diagnostics.
• Contribute to operational dashboards and service reporting.
• Maintain knowledge articles and troubleshooting guides.

• 4-7 years supporting enterprise APIs within banking or financial services.
• Strong understanding of REST APIs, SOAP services, JSON and XML.
• Experience with API Gateways (Apigee, Kong, MuleSoft, KrakenD or equivalent).
• Experience using Postman, Swagger/OpenAPI and API monitoring tools.
• Working knowledge of OAuth, JWT, TLS, and API security concepts.
• Experience with ServiceNow, JIRA and ITIL Incident Management.
• Strong analytical, troubleshooting, and stakeholder communication skills.