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Technical Support Lead
2 months ago
Application Support Lead - FinTech - Open Select
Join a prestigious FinTech organization renowned for processing a substantial volume of contracts daily, valued at trillions, and serving a diverse clientele. We are seeking a Senior Application Support Analyst to enhance our dynamic production support team.
In this pivotal role, you will collaborate with a skilled team dedicated to managing applications that involve extensive server-based data processing and sophisticated data gateway systems. Our services are delivered through an engaging online interface.
This position offers a unique chance to expand service delivery capabilities and enhance product offerings. You will gain invaluable experience in Application Support and develop your problem-solving skills. As the company evolves, you will have opportunities for career advancement within our structured career development framework.
Key Responsibilities:
- Investigate and resolve intricate production issues (Levels 2 and 3) affecting internal systems and clients.
- Work autonomously, prioritize tasks effectively, and collaborate with various teams as necessary.
- Triage support tickets and ensure prompt responses to both internal and external client inquiries.
- Identify recurring issues and implement solutions to reduce reliance on the development team.
- Oversee the onboarding of new client services and update system configurations accordingly.
- Automate processes, propose innovative solutions, and implement permanent fixes for ongoing challenges.
- Enhance team knowledge by sharing resolutions and suggesting process improvements.
- Utilize and refine the in-house monitoring system while managing alerts effectively.
- Ensure continuous monitoring of critical data and bolster support for existing products.
- Facilitate the smooth transition of new products to the support team with comprehensive documentation.
- Engage in meetings, manage production incidents, and lead problem-solving initiatives.
- Conduct incident review meetings, propose actionable points, and follow up on resolutions.
- Collaborate closely with the Technical Support Lead, sharing responsibilities and coordinating after-hours support.
Challenges:
- Rapidly comprehend the intricate technical architecture of the services.
- Serve as the primary contact for support issues, ensuring thorough documentation and knowledge transfer.
- Minimize developer involvement in support issues by empowering the support team with knowledge.
- Develop a solid understanding of business logic and mentor junior support team members.
- Become an expert in the business, products, and technology.
Essential Qualifications:
- Degree in Computer Science or a related discipline.
- Proficient in Linux commands and possess strong SQL skills.
- Strong scripting or programming capabilities in any language.
- Extensive incident management experience in a fast-paced environment.
- Ability to leverage support experience effectively in a dynamic setting.
- Highly motivated, punctual, and organized with exceptional troubleshooting abilities.
- Capability to understand and manage complex systems while prioritizing support issues.
- Effective communication skills, particularly during incidents, with the ability to guide and train the support team.
- Familiarity with encryption protocols, file transfer protocols (e.g., FTP/SFTP), and networking concepts.
- Willingness to work outside of regular hours and confidence in client interactions.
- Previous experience with monitoring tools is advantageous.
We look forward to your application and the opportunity to discuss your potential contributions to our team.
