Application Support Analyst

IT & Technology
App Support Analyst

Overall Purpose of Role

To provide level 2 technical support for the business's applications to both internal departments and external customers (clients). The range of applications covers Middle and Back office as well as Market Data. Specifically to provide technical support in a project based structure to ensure the successful delivery of application solutions.

The job also consists of prioritizing and progressing resolution of faults or queries on the full range of applications across all clients, suggesting methods to build and implement measurable improvements to the services, undertaking Day to day work with Production Incidents and the implementation of change by performing a QA after any work. Troubleshooting issues relating to the network, database, infrastructure or applications. Contributing to serious incident, change and problem management.

Key Accountabilities:


 Perform a level of monitoring, tuning and optimization of performance

 Provide production support and maintenance for a full range of Pre and Post Trade applications including project related activities

 Communicate on project progress with the Project Manager and the clients

 Looking at measurement and process improvement within current support structures with the aim of continual service improvement

 Manage upgrades of Pre/Post Trade applications and technical components

 Create and update all documents related to applications and their supporting systems

 Participate in the preparation and implementation of business test phases

 Perform well under pressure

 Perform other duties as required

 Collaborate and work efficiently with members from other teams


Technical Responsibilities:


 To build production, and pre-production to support projects

 To recommend new or changed standards to ensure improved efficiency, effectiveness and robustness for all environments

 To maintain disaster recovery solutions across different domains

 Willingness to contribute and support a Knowledge sharing culture

 To test builds against operational requirements

 Team player with strong interpersonal skills

 Innovative thinking and problem solving

 Respond quickly to Production issues taking responsibility for seeing those issues through to resolution, recording all actions taken and communicating the impact of the actions to the appropriate levels of management

 Provide 24x7x365 support and incident response

 Flexibility to work in shifts(as per roaster) and during weekends and extended hours when needed


Working with others:

 Customer facing

 Production colleagues

 3rd party suppliers

 Project teams


Preferred Knowledge and Experience:

 Strong technical skills in SQL

 Knowledge of back office processes and clearing

 Good working knowledge of SSRS and SSIS

 Experience in Data Warehousing

 Unix secure shell scripting and Python

 Strong knowledge (3 – 5 years) of back office processes, trading, clearing and financial markets

 Strong ETL support skills in Ansible, Kafka and Splunk

 Good Windows and Red Hat Linux skills Desirable

 Good analytical and diagnostic skills

 Degree level education

 Support of applications using .NET 2.0, 3.0 ASP and Windows applications and services

 Good working knowledge of SSRS and SSIS

 Data Warehousing

 Unix Secure Shell Scripting, Korn Shell, Perl

 ITIL Foundation Certification v3


Skills Required – (i.e. system skills, communications skills)

 Team player with strong interpersonal skills

 Willingness to contribute and support a Knowledge sharing culture

 Positive Attitude and Customer Focus & effective time management

 Innovative thinking and problem solving

 A quick learner to learn new technology, application or tools and ability to cascade the knowledge to others

 Professional and proactive manner dealing with all project sponsors, customers and technical staff

 Ability to conduct research into software development and delivery concepts, as well as technical application issues as well as ability to demonstrate proficiency with applications troubleshooting principles, methodologies and incident resolution

 Willingness to work weekends as required

 Ability to influence and lead technical conversations with varied IT support groups

 Practical experience working with Agile methodologies (Scrum, Kanban)

 DevOps / modern tech experience as well as legacy systems also including Automation experience


Personal Qualities:

 Track record of exceptional performance, high productivity and meeting tight deadlines

 Quality mind-set and striving to resolve issues

 Highly ambitious with a desire to become top industry professional

 Able to think innovatively and good at problem solving

 Ability to multi-task and prioritise competing demands

 Strong awareness and interest in technology

 Excellent communication skills

 Bring new ways of working, willing to learn and help coach others in new techniques

 Ability to drive problem bridges collaborates with others from different functional and technical areas and escalates timely to get help to resolve problems within time.

 Excellent organizational skills

 Excellent interpersonal skills

 Team player with excellent communication, interpersonal and organisational skills

 Willing and able to work weekends, on occasion, at short notice


Our client is committed to creating a diverse environment and is proud to be an equal opportunity employer.

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