Application Support Analyst

What We Are Looking For

We are looking for an Application Support Analyst to join our Application Support Team. Our vision is to create a world-class global support team for our clients and to support their LCAP infrastructure and platforms. The role will suit a technical-minded individual who loves to problem solve and has great communication skills – you will have to speak to vendors, customer IT teams and business users, alongside our internal Dev and product teams. Our FIX engineers must also be keen to understand the wider business flows and systems at the customer site to provide a first-class support experience.

The main purpose of the role is to ensure and maintain business application stability as well as action client/user requests/problems.

How You Will Play Your Part

• Working on client onboarding and other platforms issues conclusively
• Performing conformance testing when onboarding new clients
• Monitoring of different application and infrastructure components ensuring platforms are in healthy state and running with different SOD/EOD dashboard reports (Prometheus / Data Dog)
• Responsible for the recording of issues and actions and being able to provide incident and problem management (understanding of ITIL processes)
• Liaison between 2nd and 3rd line teams, as well as development and other IT infrastructure departments
• Working with vendors
• Regular communications with an extensive client base to provide status updates, and successful solutions as well as document all activities for future reference
• Tracking and monitoring client FIX connectivity (Prometheus / ITRS)
• Act in a strict change management regime, involving testing in UAT and like-live environments
• Capacity management and tracking and management of audit requests
• Small scale application upgrade, configuration and patching across multiple environments in line with requirements
• Oversight, QA and sign off for all go live and production changes/upgrades
• Contribute to departmental and company-wide process improvement
• Participate in documentation of Critical Issues / Processes related to platforms and generic support
• Operate as part of a shift rota, covering the hours of 13:00 – 22:00 EST
• Weekend cover on rota

The Experience You Will Bring

• Prior experience in client onboarding and enablement (on platform) and client support will be big plus
• Proven industry experience as a Support Analyst with at least 4-9 years of experience in supporting capital markets solutions that process financial instruments
• Prior experience in client onboarding and enablement (on platform) and client support will be big plus
• Strong problem-solving and analytical skills
• Previous experience in working with different teams as part of Incident / Problem management
• Strong communication and interpersonal skills. Ability to explain technical concepts to non-technical persons with proven experience of working with business stakeholders and external clients
• Willingness to take ownership for problem resolution and additional responsibilities where applicable
• Good scripting and programming skills
• High proficiency with Linux environments (Amazon Linux 2023, Redhat and CentOS)
• Good understanding of networking and client/server technology (http vs websockets and ports)
• Worked with and have an understanding of cloud computing and environments, ideally AWS hosting
• Proven industry experience following Agile Software Development practices
• Knowledge of the typical flows and functionality associated with handing business flows in one or more asset types; equities, fixed income, FX, listed future and option, OTC derivatives
• The ability to constructively participate and critique in technical and functional discussions with talented technical architects and lead developers
• Process excellence – a passion to achieve results though effective organization and process disciplines
• Ability to work both independently and as part of a team
• Ability to maintain confidence and composure in all situations
• Self-starter with strong sense of ownership

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development

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