
Application Support Specialist
1 day ago
Duties & Responsibilities:
· Monitors various systems and data streams (hardware, software, applications) to identify potential issues or incidents.
· Performs first-level and in-depth analysis of incidents and application issues.
· Performs troubleshooting on monitored systems, including complex application issues.
· Coordinates response activities across teams and locations.
· Participates in incident response plans.
· Quickly recognizes critical situations and escalates them to appropriate teams.
· Gathers information from multiple sources to build initial situations awareness.
· Collaborates with cross-functional teams on application/process/network troubleshooting and escalates to level 2 as per agreed SLAs.
· Communicates effectively with stakeholders, including taking direct client calls and responding to client emails, to resolve application issues.
· Implements pre-defined response plans and track progress.
· Documents incidents and findings, including generating incident reports.
· Provides advanced technical support to clients regarding complex application problems, ensuring clear and professional communication throughout the resolution process.
· Follows up with clients to ensure issues are resolved to their satisfaction.
· Maintains updates and ensures accurate information in request tickets, and has experience with ticket management and on-call rotations.
· Performs intermediate to advanced application monitoring.
· Provides timely and accurate responses to client inquiries, ensuring a high level of client satisfaction.
Functions & Services:
· Monitoring of all systems (hardware, software, application).
· Initial triage and classification of alerts/incidents and in-depth analysis of system and application logs.
· Troubleshooting steps (system and application).
· Coordination of multiple teams during incident response.
· Execution of incident response plans.
· Contribution to process improvement.
· Intermediate troubleshooting of applications and related services.
· Intermediate to advanced application monitoring and analysis.
· Participation in Change Management process.
· Knowledge of batch job processing (a plus).
· Knowledge of SWIFT and message/file formats such as ISO, SWIFT MT, BAI, EDI (a plus).
· Experience in ticket management and on-call rotations.
· Handling client communications via phone and email.
Qualifications:
· 2-5 years of experience in application support, preferably in a financial institution (but not mandatory).
· Strong understanding of IT infrastructure, applications, and interdependencies.
· Experience with incident management and application support.
· Knowledge of change management and application support.
· Proficiency in data analysis and monitoring platforms.
· Strong analytical, problem-solving, and communication skills.
· Excellent client communications skills and the ability to handle client inquiries professionally and efficiently.
· Excellent verbal and written communication in English.
· Ability to work under pressure and in a fast-paced environment.
· Availability to work outside your scheduled shift and weekends when required.
Job Type: Full-time
Work Location: In person
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