Associate I Support Engineer
Application Support is a global team that delivers specialized technical support across the suite of financial market data and information services that provides financial pricing data and tools for bonds, CDS and loans, as well as fair value data, equity volatility data and securities lending data for stocks and bonds. Our service delivers detailed liquidity metrics and transparent information about pricing sources and methodologies, with flexible delivery options tailored to the needs of our clients. The application support team focuses on continuously improving support process through collaboration centralizing on proactive, technical and innovative engagements across business stakeholders, operations and development teams.
We are seeking an experienced Application Support professional to join the team. The role encompasses 2nd line technical application support for our Pricing and Reference Data applications. This person will report directly to the regional support manager responsible for application support on these systems and will work closely with the global team contributing to the quality of our support.
Duties & accountabilities
Provide second line technical support across Pricing and Reference Data applications. Apply strong technical skills and good business knowledge together with investigative techniques to identify and resolve issues efficiently and in a timely manner. Work collaboratively with development team as required for third line escalation.
Implement and monitor system checks for early detection of potential problems and raise the appropriate service outage ticket to initiate the incident management process when needed. Drive and engage in disaster recovery processes for all products.
Coordinate with product and delivery teams to ensure the App Support team is ready for new releases and engaged in early design of new enhancements
Work on initiatives and continuous improvement process around proactive application health monitoring, reporting, and technical support.
Education and experience
University Graduate with Bachelor Degree in Computer Science or Computer Engineering related degree, Master's Degree is a plus
Up to 3+ years of work experience in an Application Support role
Experience in reading and debugging Java code is essential
Must be knowledgeable in SDLC and experience in raising development bugs - including priority assessment, high quality analysis, and detailed investigation. Understanding of agile methodology a plus
Working knowledge of SVN and Eclipse is desired
Experience in using and setting up Tidal Scheduler an advantage
Must have fundamental working knowledge of Oracle, SQL and RDBMS - including database query plan analysis and monitoring
Knowledge of operating systems most especially Windows and Linux is a must. Good shell scripting experience is a must. Ability to use python scripting is an advantage
Ideally have working knowledge of AWS/CI-CD and some of its technologies such as Git, Elasticsearch, EC2, Redshift, etc.
Ideally familiar with monitoring tools such as Splunk, Centreon and Monolith.
Knowledge of, or experience of working in the financial services industry would be a plus
Excellent understanding of software systems and technology
Good understanding of software support team functions and a solid understanding of the end to end application development process.
A strong desire to keep up with all of the latest developments in related technologies
Confident individual who can represent the team at various levels.
Excellent analytical and problem-solving skills
Ability to carry out business impact analysis and prioritize tasks according to severity and importance
Must be a strong communicator both written and verbally in English
Excellent listening, presentation and interpersonal skills
Ability to communicate ideas in both technical and user-friendly languages
Ideal candidate is a self-starter capable of working independently as well as contribute to the team's requirements
Be able to work flexible shift hours including weekends to meet work requirements and project deadlines
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