Application Support - Capital Markets

Role Description

Senior Application Support Engineer to support applications, data pipelines, and infrastructure for middle and back‑office functions related to derivative trades. Provide support on technical issues requiring in‑depth debugging and expertise in production software applications. Train users in need of assistance. Perform tests on new application code and application maintenance. Deploy software upgrades to users. Build and configure monitoring, alerting and automation.

• Monitor application and system performance, ensuring timely report generation and swift resolution of disruptions.
• Manage incidents as an incident manager.
• Develop and maintain automation tools for reporting, log collection, and system health monitoring to ensure seamless application operations and proactive issue detection.
• Perform advanced root‑cause analysis and drive permanent resolutions for recurring issues (Problem Management).
• Maintain and continuously improve support documentation, runbooks, and knowledge bases to ensure consistency and audit readiness.
• Lead service quality improvements through data‑driven insights, stability analysis, and proactive remediation strategies.
• Collaborate with development, infrastructure, and SRE teams to automate operational tasks, reduce manual toil, and enhance observability and alerting.
• Provide expert‑level technical support and debugging for production applications, ensuring minimal downtime and rapid recovery.
• Interface with upstream and downstream data pipelines to ensure data integrity and availability.
• Coordinate 24×6 support coverage, mentor junior engineers, and ensure smooth handoffs across shifts and geographies.
• Communicate effectively with business stakeholders and senior leadership during incidents, providing clear status updates and post‑incident reviews.
• Conduct system stability and performance analysis, recommending architectural or process improvements.
• Lead support team meetings to improve reliability, reduce incident frequency, and enhance collaboration.
• Ensure compliance with audit and regulatory requirements through accurate documentation and incident tracking.
• Champion knowledge management by creating and maintaining fix‑logs, training materials, and facilitating team learning sessions.
• Manage vendor relationships to ensure timely resolution of third‑party issues and alignment with SLAs.
• Apply Site Reliability Engineering (SRE) principles, including error budgeting, SLIs/SLOs, and blameless post‑mortems to improve system resilience.
• Drive continuous improvement initiatives, including tooling enhancements, process optimization, and cross‑functional collaboration.

• 7+ years of experience in application support or related roles.
• Incident management and problem‑solving.
• Real‑time debugging and troubleshooting.
• Familiarity with regulatory reporting and financial asset classes.
• Creating dashboards and generating stability reports.
• Strong communication and stakeholder management skills.
• Proven ability to work effectively across disciplines and teams.
• Analytical and proactive mindset with ownership of issue resolution.
• Excellent technical writing ability for clear, concise documentation that supports operational excellence. Able to interface with senior developers, extract complex technical details, and translate them into accessible support documents.
• Strong communication and collaboration skills, working with infrastructure, development, incident management, and senior business leadership to maintain clarity and alignment. Experience conducting root‑cause analysis and documenting processes.
• Ability to work on‑call and adhere to scheduled rotations for system support and maintenance.

• Monitoring tools:
  Prometheus, Grafana, Logic Monitor.
• Job schedulers:
  Autosys, Control‑M.
• Databases: SQL Server, Oracle.
• Application performance monitoring and log analysis.
• ITIL processes:
  Incident, problem, and change management.
• Scripting for automation:
  Perl, Python, Bash, Power Shell.
• Service Now and JIRA power user.