Application Support Engineer

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Role:

An experienced, hands-on, Application Support Engineer responsible for 3rd line technical support analysts, promoting best practices, processes, and standards, providing technical leadership where necessary.

You will need to become an expert and develop in-depth knowledge of our software applications which provide banking solutions both within the UK and global banking businesses. This involves monitoring, improving, and maintaining consistently high service levels across the software portfolio, driving the most proactive approach possible, encouraging, and facilitating cross-team and cross-departmental collaboration.

In addition, provide visible leadership of software incidents, maintain good lines of communication with all your stakeholders from client support, onward to development and operation teams through to the Leadership Team, manage issues through to conclusion, ensuring lessons are understood and applied.

What we are looking for:

• Strong written and verbal communication skills, able to interact and influence at all levels in the organization, able to discuss technical issues with non-technical colleagues
• Excellent problem-solving and analytical skills, good understanding of root cause analysis tooling, and a strong desire to understand the detail
• Keen to learn, demonstrates a passion for gaining new skills, experience, and knowledge
• To be a lateral thinker who displays an ability to think ahead and anticipate problems, issues, and solutions
• Cool under pressure especially firefighting and triaging fluctuating levels of support incidents and requests
• Willingness to lead by example and get your hands dirty at the technical support coal face
• A good level of PostgreSQL and MySQL knowledge including writing stored procedures and advanced data selection queries
• Relevant qualifications in Technical or Business discipline, or equivalent experience
• Experience debugging code using developer tools and java tools would be beneficial. As would AWS, Azure hosting configuration, domain configuration and SFTP
• Manage customer expectations regarding estimated response times for issue resolution
• Resolving the issues through Phone communication
• Meet SLAs like response and resolution times by partnering within L1, L2 Support and Developers
• Extensively research and document customer technical issues
• Document solutions for knowledge-base and bring new ideas for innovation and automation
• Excellence into the Support team

Responsibilities:

• Assist Customer Support staff with resolving customer issues
• Provide internal guidance and training on the application and technical environment
• Manage critical and highly sensitive issues to resolution
• Stay current with company products, initiatives, and trends in the banking industry
• Analyses workload and recommend improvements
• Continually enhance the teams’ skills around issue resolution, client satisfaction, and troubleshooting
• Ensure you adhere to SLA’s
• Demonstrate a positive attitude, willingness to help others, lead and facilitate change
• Contribute to team performance to achieve key performance metrics related to productivity and    
• satisfaction
• Work on special projects, as assigned
• Flexibility to work in a fast-paced 24/7 environment

Qualifications:

• BSc in Computer Science, Engineering, or relevant field
• Experience level 4-6 years 

Technical stack:

Our legacy application is in Java API forms and MVC Frameworks in Spring boot, hibernate with a PostgreSQL & MySQL database and a combination of NodeJS, JavaScript, JSON and React. We are hosting on an AWS framework cloud solution and Azure.

Support cases are managed using JIRA, Confluence with development tasks escalated in Jira.