Application Engineering Services - Support

Role Overview

Application Support Responsibilities

• Provide Tier 2 support for third-party and internally developed applications.
• Act as a subject matter expert for one or more applications such as Murex, TwoFour, or other trading platforms.
• Monitor, troubleshoot, analyze, and resolve production and non-production application issues.
• Support incident management and timely resolution during production outages.
• Manage support tickets and service requests while meeting agreed SLAs and KPIs.
• Collaborate with infrastructure, development, and business teams to resolve issues.

Operations and Improvement

• Perform root cause analysis and implement preventive measures.
• Configure and maintain monitoring and alerting solutions.
• Develop knowledge base articles, support documentation, and troubleshooting guides.
• Participate in technical projects while maintaining daily operational responsibilities.
• Support User Acceptance Testing activities.
• Identify opportunities for automation and process improvement.

Qualifications and Experience

• Bachelor’s degree in information technology or a related field, or equivalent work experience of three to five years.
• One to three years of experience in application support, incident management, production support, and support runbooks or operational procedures.

Technical Skills

• SQL.
• Windows, Linux, and Bash scripting.
• Python or an equivalent scripting language.
• Incident and problem management.
• Application monitoring and alert management.
• Infrastructure fundamentals covering servers, virtual machines, databases, networking, and distributed systems.

Working Environment

• The role requires working in the office four days per week.