Provide Level 1 and Level 2 support for Wealth Management applications, including triage, escalation and incident resolution.
Investigate and resolve functional and technical issues reported by end users or detected by monitoring systems.
Ensure correct recording, tracking and management of incidents using ITSM tools.
Maintain and update support documentation, FAQs, runbooks and standard operating procedures (SOPs).
Participate in the on-call rotation and support service health management during critical incidents.
Collaborate with development teams to ensure minimum quality standards are met during the system build phase.
Maintain and enforce monitoring and observability platforms.
Coordinate with development teams on incident escalation processes, bug reporting and defining long-term solutions.

Bachelor's degree in Computer Science, Information Systems, Engineering or related field — or equivalent professional experience.
More than 3 years of experience in Application Support, IT Operations, SRE or DevOps.
Strong knowledge of Windows environments, application servers, IIS and related infrastructure.
Advanced experience with scripting and automation using PowerShell, Python and SQL.
Hands-on knowledge of CI/CD and tools such as Jenkins, GitLab CI and Azure DevOps.
Familiarity with observability and monitoring tools such as AppDynamics, BigPanda, Splunk, among others.
Experience with ticketing and incident management tools such as ServiceNow and Atlas.
Good communication skills, strong analytical ability and capacity to perform under high-pressure environments.
Previous experience in the financial sector or Wealth Management.
Advanced/proficient English for technical communication and participation in global environments.

Application Support, .NET, Mid-Level (L2)

Key skills