Senior Application Support Engineer

Description:

As an Application Support Engineer, you will join the Production Support team providing high level support to the Client. The team, work in a high profile, mission critical environment within a Banking Environment. In this role, you will work with a team built on collaboration, communication, focus & motivated to delivering excellent service & support. Our team is responsible for troubleshooting incidents, both proactive and reactive in nature.

There is a requirement to work flexible shifts to cover 7am – 7pm to provide additional coverage to client. There will be requirement for flexible working hours and weekend work on occasion if required (covering extended production issues and weekend planned maintenance work).

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. Capable to lead the team

Skills/Experience needed

Good experience in a production support/application support role. Possess good hands-on experience of SQL and Unix, Shell Scripting. Good understand 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, Change Management etc). Experience/skill to interact with multiple Stakeholders(Good communication and coordination)