Job Description
As an Application Support Engineer, you will join our Production Support team providing L2 support to our Client in a high profile, mission critical environment within a Banking Environment. Key responsibilities include managing stakeholders, troubleshooting and resolving incidents, performing root cause analysis, and coordinating with other support groups. A sound experience in a production support/application support role with good hands-on experience of SQL, Unix, and Shell Scripting is required. Knowledge of ITIL based Production Support and experience interacting with multiple stakeholders is also essential. A good understanding of Monitoring tools and Scheduling tools is necessary. Capable of leading the team with good communication and coordination skills.
Key responsibilities:
Manage stakeholders for supported applications
Troubleshoot and resolve Incidents & Service Requests
Perform Root Cause Analysis of Problem Tickets
Manage incident queues & incident intake channels
Take ownership of incidents & communication with customer as required
Respond in a timely fashion to reactive or proactive incidents
Write re-usable Knowledge Articles for Incident and Service Requests handled
Detail accurate information in case documentation
Coordinate internally with other support groups in timely fashion
Required skills:
Sound experience in a production support/application support role
Good hands-on experience of SQL and Unix, Shell Scripting
Good understanding and exposure to Monitoring tools (Geneos/Grafana/Splunk) and Scheduling tools (i.e Control M/Cronjobs)
Knowledge of ITIL based Production Support (i.e Incident, Problem and Change Management etc)
Experience/skill to interact with multiple Stakeholders (Good communication and coordination)
Nice to have:
Experience in any of the following skills: GCP, Tableau, MSSQL, Udeploy, Terraform, Jenkins, SRE, Cognos
Equal opportunity employer with a commitment to diversity and inclusion.