Application Support Engineer

U.S. Financial Technology (U.S. FinTech) is seeking an experienced Application Support Engineer to join their team. The role involves troubleshooting application issues, ensuring system performance, and collaborating with various teams to maintain system stability.

Responsibilities:

• Provide L2/L3 technical support for production applications
• Monitor system health, respond to alerts, diagnose incidents and drive timely resolution to minimize downtime and service disruptions
• Investigate, and resolve complex technical issues, ensuring timely resolution in line with Service Level Agreements (SLAs)
• Support policies, internal controls and procedures designed to create value and minimize risk
• Perform regular health checks and proactive monitoring of CSP applications their underlying AWS infrastructure components
• Assist with performing shakeout for applications patches, upgrade and new releases ensuring minimal disruption to business operations
• Investigate data discrepancies within CSP applications and databases, working to correct issues and prevent its recurrence
• Support data extraction and manipulation for reporting, analysis and audit purposes using advanced SQL queries across various database platforms
• Contribute to special projects and team objectives, championing continuous improvement initiatives
• Develop and update knowledge base articles to empower end-users and improve first time resolution rates
• Contribute to runbook and operational guides for supported applications
• Participate in a rotating on-call schedule to provide after-hour support for critical application issues as required
• Respond promptly to alerts and incidents, troubleshooting and resolving problems to minimize business impact
• Escalate issues to senior team members or development teams as required
• Document all on-call activities and resolution clearly
• Able to perform real time incident coordination, root cause analysis, drive follow-ups (post-mortems, action items) to prevent recurrence

Requirements:

• Bachelor's degree in Computer Science, MIS or related technical field required
• Minimum 3 years of experience in an application support or similar technical role, preferably within the financial services industry with demonstratable experience supporting applications hosted on cloud platforms
• 2 + Experience with ITSM Tools such as ServiceNow, Remedy or other ticketing tools
• 2 + years of experience supporting application built on Java (Tomcat, JBoss) or .Net Stack
• 2 + years of experience with on-call support on a rotation basis providing 24x7 support
• 2 + years of SQL experience with an emphasis on building queries, joining tables and running/creating stored procedures
• Applicants must be authorized to work in the US without requiring employer sponsorship currently or in the future. U.S. FinTech does not offer H-1B sponsorship for this position
• Working experience on Cloud Infrastructure, such as AWS, and experience with Splunk or any other APM tool
• Proficiency in ITIL processes required
• Must be willing to provide on call support on a rotation basis for 24x7 support
• Command Center experience or experience managing major incident events is desirable
• ITIL certification preferred
• Familiarity with Atlassian tool (JIRA, Confluence)