Senior Application Support Analyst

Role Overview

• Owning complex client tickets end-to-end
• troubleshooting, reproducing, and resolving issues across the FINBOURNE platform (LUSID, Luminesce, Horizon and supporting services), escalating with full context where engineering input is required.
• Acting as a senior technical point of contact for North America clients, including during major incidents
• leading client communications, coordinating across internal teams, and ensuring timely resolution and follow-up.
• Driving root-cause analysis and producing high-quality written outputs including RCAs, incident reports, and post-incident reviews.
• Mentoring and supporting more junior analysts as the North America team grows
• sharing technical knowledge, reviewing ticket handling, and helping to establish consistent standards of service.
• Managing client expectations against contractual SLAs, prioritising work appropriately, and being the voice of the client internally and the voice of FINBOURNE to the client.
• Contributing to and maintaining our internal and external knowledge base, runbook library, and support documentation
• identifying recurring themes and turning them into reusable assets.
• Identifying and driving improvements to support tooling, automation, and processes
• including triage workflows, monitoring, and integrations between our support and engineering systems.
• Embedding a culture of ownership, technical rigour, and high-quality client service across the North America team and the wider Support function.
• Participating in the global follow-the-sun rota, including occasional out-of-hours and weekend coverage on exception, and contributing to holiday and on-call planning for the region.

Requirements

• Significant prior experience, typically 5+ years, in an application support, technical support, or production support role, ideally within a SaaS, financial technology, or capital markets environment.
• Strong troubleshooting skills with the ability to investigate complex issues across the stack, including reading logs, querying databases or APIs, reproducing client scenarios, isolating root causes, and owning incident and problem management across trading, portfolio, and data workflows in cloud environments such as AWS or Azure.
• Working knowledge of SQL, REST APIs, JSON, Python or another scripting language, Git, and modern observability tooling such as logs, metrics, and traces.
• Preferred to have experience with monitoring and visualisation tools such as Kibana and Grafana.
• Strong understanding of SaaS platform architecture, integrations, data pipelines, and downstream systems, with the ability to troubleshoot failures across internal services, external interfaces, batch processes, and client workflows.
• Strong API understanding is essential, and experience with capital markets integrations such as FIX or similar protocols is highly preferred.
• Solid understanding of the financial services or asset management domain, ideally with exposure to portfolio management systems, investment book of record, portfolio accounting, holdings, transactions, valuations, reconciliations, fixed income, derivatives, market data, and related lifecycle events across instruments such as bonds, equities, CDS, futures, and related products.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences, write high-quality client-facing communications under pressure, and produce strong incident summaries, RCAs, and post-incident reviews.
• Demonstrable experience handling major incidents and client escalations, remaining calm under pressure, structured in approach, and confident leading client and internal communications during live issues while managing multiple tickets, investigations, and live calls.
• Experience working with ticketing and incident tooling such as Dynamics 365, Jira, incident.io, Opsgenie, or similar.
• Track record of mentoring or informally leading more junior team members, and of contributing to process, tooling, or knowledge-base improvements beyond day-to-day ticket handling.
• Hands-on, proactive, and execution-focused, with a strong sense of ownership, the ability to operate independently with minimal guidance, and the confidence to take the lead on high-priority issues in a fast-paced, SLA-driven environment.

Tech Stack

• AWS
• Azure
• Cloud
• Grafana
• Python
• SQL

Benefits

• Competitive salary plus performance based bonus.
• Competitive private medical insurance which includes health, dental, vision and life insurance
• A 401(K) retirement savings plan
• Holiday: 20 days holiday plus public holidays and the option to purchase an additional 5 days annual leave
• Hybrid working: We have a mature attitude towards hybrid working. Whether you’re a night owl, morning person, parent, carer or simply need flexibility to work a different pattern to the norm, we’re committed to helping you be productive and work in a way that is best for you.
• Professional learning and development: External training and accreditations are supported, as well internal training and development programs.