Application Support Engineer - Incident Management

Role : Application Support Engineer

Job Summary :

We are seeking a highly skilled Application Support Engineer to provide dedicated Level 2/3 technical support for critical applications utilized across various financial business functions, including T&M, Custody, CBDCW, and PCM Clearing. This role demands a strong focus on incident management, problem resolution, and proactive stability of production applications. The engineer will also be a key contributor throughout the project lifecycle, from requirement gathering and solution design to end-to-end delivery, ensuring regulatory compliance and system performance.

Key Responsibilities :

Level 2/3 Application Support & Incident Management :

- Provide expert Level 2/3 technical support for production applications utilized by T&M, Custody, CBDCW, and PCM Clearing business functions.

- Handle troubleshooting, problem resolution, and end-to-end incident management, ensuring quick restoration of service.

- Provide Application support for production issues with a focus on root cause analysis (RCA) and long-term problem prevention.

- Co-ordinate with application echo partners/vendors and the banks internal units for efficient issue resolution in the production and UAT environments.

- Utilize Jira for effective tracking and resolution of service/incident tickets.

Proactive Monitoring and Stability :

- Monitor application performance using designated monitoring tools and proactively identify and resolve potential issues before they impact users.

- Ensure the stability and performance of all critical production applications across the supported business units.

- Contribute to the improvement of support processes and procedures, aiming for automation in manual tasks.

Project Lifecycle Participation :

- Collaborate with project teams to provide essential technical support for new projects and application enhancements.

- Participate in the project lifecycle from the early stages : requirement gathering, solution designing, project development, and end-to-end deliveries.

- Publish regular project / issue updates to all stakeholders, ensuring transparent and effective communication.

Compliance, Documentation, and Process :

- Maintain a thorough understanding of regulatory applications used by the business and actively ensure compliance is met in the application environment.

- Document technical solutions and contribute to the growth and maintenance of the knowledge base articles.

- Apply a good understanding of the SRE (Site Reliability Engineering) model principles, focusing on reliability, automation, and reducing toil.

- Demonstrate strong experience in vendor management, incident management, problem management, and change management processes.

Required Skills & Qualifications

- Technical Support : Proven experience providing Level 2/3 technical support in a complex, mission-critical application environment.

- Domain Knowledge : Experience supporting applications utilized in financial functions (e.g., T&M, Custody, Clearing) is highly desirable.

- Process : Strong experience with incident, problem, and change management processes.

- SRE/Automation : Good understanding of the SRE model and experience with automation in manual tasks.

- Tools : Proficiency in using Jira for service and incident tracking.

- Communication : Good written and verbal communication skills and proven vendor management experience.

Preferred Skills :

- Direct experience supporting regulatory reporting applications.

- Experience in solution designing and project delivery.

- Strong scripting skills for automation (e.g., Python, Shell).