Application Support Analyst

Application Support Analyst - SQL - 2nd Line - Banking

Excellent opportunity to join small, highly skilled Application Support team in highly rated Private Bank to work on
Payments, Enterprise Service Bus and Core banking
. The Application Support Engineer will investigate and resolve issues with applications raised by users, internal alerts, or through incident management processes within SLA.

The Application Support Engineer will be responsible for resolving incidents to ensure timely resolution and minimal impact to service. Working closely with external suppliers, the Application Support Engineer ensures platform stability whilst providing direct technical support to users.

Key responsibilities

• Respond to and resolve application-related incidents and service requests, ensuring timely resolution within SLA.
• Develop deep application knowledge.
• Build and maintain detailed understanding of banking applications, databases, and platform estate to support effective troubleshooting and issue resolution.
• Escalate functionally to resolver groups and suppliers.
• Escalate complex issues to 3rd line teams and external suppliers, ensuring clear communication and ownership through to resolution.
• Incident management.
• Lead and coordinate incident management activities, ensuring timely resolution of service-impacting issues. Involve appropriate resolver groups and maintain clear, proactive communication with stakeholders throughout the incident lifecycle.
• Respond to and enhance system alerts and monitoring.
• Act as first responder to system alerts, investigating and mitigating potential service impacts proactively.
• Support change and deployment activities.
• Participate in the deployment of changes to production environments, including validation and post-release support.
• Maintain and create support documentation.
• Produce and update runbooks, knowledge articles, and troubleshooting guides to enable consistent and efficient support.
• Drive service and process improvements.
• Propose enhancements to applications and lead or support mini-projects to improve customer experience, automate tasks, and streamline support processes.
• Escalate risk and SLA breaches.
• Proactively escalate tickets at risk of SLA breach or with potential for significant customer impact to management.
• Assess, manage and resolve security vulnerabilities and observations.
• Follow best practices and internal procedures for incident management, change control, and risk mitigation. Identify and escalate risks as appropriate.

Essential:

• Experience working in an application support role, ideally within a regulated or financial services environment.
• Proven experience supporting bespoke or custom-built applications, including those hosted on Windows Server environments in load-balanced pools, running services within a logic layer.
• Proficient in SQL coding and working with relational databases.
• PowerShell, SFTP, and WinSCP proficiency for secure file transfers and automation tasks.
• Familiarity with alerting, monitoring and APM tools such as DataDog.
• Understanding of security protocols including Entra ID.
• Experience using version control tools such as GIT.
• Strong communication skills, with the ability to engage effectively with both technical and non-technical colleagues.
• Able to translate complex technical issues into clear, high-level, non-technical language for business stakeholders.
• Technically versatile, with a broad understanding of application ecosystems.
• High levels of interpersonal skills and team collaboration.
• Strong verbal and written communication skills.

Desirable:

• Experience with Microsoft SQL Server and Microsoft Windows Server environments.
• Previous experience within a financial services organisation.
• Working knowledge of ITIL processes.
• Exposure to any of the following domains: Payment systems ESB Core banking

Bank Banking App Support