Senior Application Support Engineer

Provide expert-level support by executing advanced troubleshooting and collaborating with cross-functional teams, to implement impactful solutions, optimizing application support, and ensuring system stability with minimal downtime for end-users.

Provision of Specialist Support 

• Contribute to the planning and organizing of the work for junior team members to support the timely achievement of unit objectives in line with quality standards.
• Provide on-the-job training and constructive feedback to assigned teams to support their overall development.
• Promote the organization’s values and ethics in all activities within the team to support the establishment of a value-driven culture within the organization.

Policies, Systems, Processes & Procedures

• Provide input and implement policies, systems, and procedures for the assigned team so that all relevant procedural requirements are fulfilled.
• Lead/maintain accurate documentation of application configurations, standard operating procedures, release management procedures and troubleshooting steps, creating knowledge base articles and runbooks to facilitate self-service support and cross-training of team members.

Expert-Level Application Support

• Provide advanced technical support for complex applications, ensuring prompt issue resolution and minimizing downtime, in alignment with the group’s objectives. 
• Ensure the effective resolution of service requests by adhering to defined service level agreements (SLAs) to maintain and uphold a high standard of service delivery while contributing to the overall efficiency and reliability of application support.
• Conduct in-depth root cause analysis for recurring issues, proposing, and implementing preventive measures to enhance system reliability.
• Provide expert advice to the Application Support team, guiding them through complex technical challenges to ensure effective problem resolution and streamline decision-making.
• Act as the designated point of contact for emergencies, coordinating prompt and effective responses to critical incidents to manage crises effectively and minimize the potential impact on operations and services.
• Prepare and produce reports timely and accurately to meet department requirements, policies, and quality standards.
• Work with inhouse and 3rd party teams in triagin, troubleshooting and resolving issues taking multiple roles of level1 and 2 support depending on circumstance 

Incident Resolution and Continuous Monitoring

• Lead/conduct the timely identification and resolution of incidents associated with core applications, ensuring strict adherence to established service level agreements (SLAs) within the defined monitoring framework.
• Investigate and troubleshoot complex application issues, analyzing logs, data, and system configurations to identify root causes, perform impact assessments, and implement effective solutions or workarounds to restore service.
• Conduct continuous monitoring of core applications to guarantee the effective functioning of vital digital systems, promptly addressing challenges related to performance for sustained operational efficiency.
• Administer and prioritize incident tickets to ensure their prompt resolution, in alignment with SLAs.
• Perform routine system inspections and conduct performance tuning activities to enhance the overall efficiency of application operations.
• Develop and maintain knowledge base articles to streamline issue resolution and promote effective knowledge sharing.

Infrastructure Systems Optimization

• Lead/ execute the maintenance, configuration, and reliable operation of computer systems, ensuring seamless functionality, minimizing downtime, and contributing to the overall efficiency and performance of the organizational IT applications ecosystem
• Conduct the installation and upgrading of computer components software, ensuring seamless integration of automation processes for elevated system performance and efficiency.
• Provide expert level support to identify and address hardware and software errors by conducting thorough diagnostics, meticulously documenting issues, and evaluating the impact of identified problems to contribute to data-driven decision-making for efficient issue resolution.
• Lead/ conduct routine backup operations and establish effective processes relating to data protection, ensuring robust disaster recovery and failover procedures for enhanced data security and operational resilience. 
• Monitor the performance and health of core applications, analyzing system metrics, resource utilization, and transaction throughput to proactively identify potential issues, optimize performance, and scale capacity as needed to support growing trading volumes.
• Implement and maintain monitoring systems to proactively identify potential problems and safeguard the functionality and performance of applications.
• Update and enhance technical skills to ensure proactive identification of opportunities for improvement and effective resolution of complex issues.

Documentation Control

• Lead the upkeep of extensive documentation detailing core application configurations, support procedures, and issue resolutions to ensure streamlined processes, knowledge continuity, and effective troubleshooting.
• Prepare and provide documentation and technical specifications to Technology and Digital teams, fostering informed decision-making, efficient planning, and successful implementation of new or upgrades of IT infrastructure.
• Contribute to enhancing support processes, documentation, and training materials to foster continuous improvement for application support. 

Stakeholder Engagement 

• Engage with stakeholders, including end-users and cross-functional teams, fostering collaboration to gather feedback, understand user needs, and align support strategies with organizational objectives for enhanced application performance and user satisfaction.
• Collaborate with cross-functional teams, incorporating both development and infrastructure team’s perspectives, ensuring a holistic approach to troubleshooting and resolving escalated issues.
• Engage in collaborative efforts with external vendors, offering guidance and assistance for their support activities to ensure alignment with organizational requirements.

Compliance and Security

• Ensure applications comply with security standards to address vulnerabilities and successfully implement security best practices reactive and proactive.
• Promote compliance to uphold the security, integrity, and resilience of applications, aligned with legal and regulatory requirements.

Continuous Improvement

• Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes, and practices considering global standards, productivity improvement, and cost reduction.
• Stay abreast of industry trends, emerging technologies, and best practices relevant to application support to provide effective, up-to-date, and reliable support to the organization. 

Risk and Business Continuity Management

• Contribute to the effective implementation of corporate policies, procedures, and processes to promote a culture focusing on the achievement of world-class standards in risk management, QHSE, and business continuity in line with regulatory requirements.