Job Summary: Application Support Engineer is a technical SME function within Run team and provides the delivery of excellent Application Services for users globally for Wealth Management. It includes the responsibility for production stability and continual service improvement for applications across client onboarding, compliance related applications, digital, channels and advisory. The role is required to perform analyze, manage and respond to queries from the user community, resolving the production incidents, providing oversight on business batches that run daily and supporting the development team with system changes. He/She is expected to ensure proper resolution of production incidents (problem management and incident management) assigned and ensure problems are closely tracked and resolved in timely manner.
Roles and Responsibilities:
Provide support to front or back office operations business process and systems.
Possesses a good understanding in front to back flows and prior experience in working closely with stakeholders in the Front Office (Relationship Manager, Business Manager, Marketing Associates etc.) as well as Back / Middle Office (Operations, Product Management, etc.)
Work with internal teams on resolutions to production incidents. Resolve the application specific and related processes (functional) issues, production incidents with a focus on Problem Management techniques in order to establish root cause. Make recommendations for permanent resolution of recurring incidents.
Collaborate with relevant IT units to reduce level1/level 2 incidents and contain number of rollbacks.
Provide on-call/on-site support on a rotational basis and afterwork hours/weekend support as needed, covering application support and application change deployment.
Contribute to functional and technical specifications for outstanding system bugs or require enhancements. Play key role in prioritization of changes and tracking the delivery.
Undertake testing of all application bug fixes and enhancements as part of the release management process.
Work with Technology Architecture team to ensure through adequate system design that Technology operations risks can be minimized, and that application data is appropriately structured, controlled and utilized within the business.
Prepare application training materials and provide training where necessary. Provide cross training to other members of the Application Services team.
Qualifications Rank: M6 to AVP4
Degree in Computer Science or related discipline
5+ years of work experience in Digital, Workflow, Microservices technologies with Banking and Financial services organizations.
Hands-on experience for Java/J2EE, Microsoft .Net, React.js, Microsoft Dynamics and PEGA technologies.
Technically sound in database (SQLServer/Oracle/PostgreSQL), operational systems (UNIX / LINUX / Windows Server), batch management systems (Control-M), JEE Application Servers (Weblogic/JBoss / WebSphere) and Microservices.
Good understanding of technology security, cryptography, certificates, and cyber defence.
Basic knowledge of Wealth Management product and business process is required.
Should have implemented or supported Front Office initiatives for financial services organizations.
Excellent communication skills (verbal, interpersonal, written) and demonstrable analytical skills
Experience in Application support and user query management (L1/L2).
Experienced managing stakeholder from business and delivery.
Ability to manage third party vendors and measure vendor performance against SLA
Deep-dive problem solving skills and zero-defect mind-set