Job Title: Senior Operations and Applications Support
Location: London
Working patterns: 1x Early Shift, 3x Mid Shift, 1x Late Shift each week
We are working with a fast growing FinTech based in the heart of London to bring on board a Senior Technical Support Engineer.
This role will sit in the organisations Client Services team who are responsible for monitoring the operation of the system, providing support to their customers, performing configuration changes and working with other teams within the organisation to roll out the platform to new customers.
We are looking for an experienced Senior Technical Support Engineer who is expected to take full and independent ownership of the resolution and root cause analysis of advanced technical and functional issues in a Level 2 or Level 3 capacity. They will also be required to work collaboratively with other team members to solve client problems and suggest workaround or work with the Development team to suggest code fixes where required.
Key responsibilities:
In this role, you will be responsible for the provision of 2nd and 3rd line support to the global network of customers while working closely and mentoring other members of the team. Responsibilities will include:
- Owning and managing the support of assigned clients
- Mentoring and developing a team of Operations and Application Support Analysts
- For critical issues identify solutions to get clients back to BAU as quickly as possible in-line with client's SLAs
- Acting as a final escalation point for client issues
- Triaging incoming tickets, performing analysis, and resolving customer issues
- Actively monitoring system health using a variety of tools including dedicated infrastructure and application monitoring suites using DataDog, SQL queries and ActiveBatch
- Implementing ad-hoc configuration changes using proprietary tools
- Clearly and effectively document and communicate issues through the use of Jira
- Collaborating closely with the Development, Infrastructure, and Implementation teams to bring new customers onto the platform
Skills:
- Advanced technical skills including, but not limited to, most of:
- SQL, RDBMS expertise
- Monitoring and scheduling tools (DataDog & AppDynamics)
- XML and proprietary data formats
- Operating Systems
- Cloud and other virtualisation/containerisation technologies
- DevOps and SRE tools and concepts
- Java
- Excellent verbal and written communications skills in English with the ability to maintain effective client and internal communication is essential
