Application Support Engineer

Application Support Engineer

Responsibilities :

• Ensure maximum uptime for multiple production systems
• Provide L1 / L2 application production support to users for trading, data processing, and IT operations
• Provide weekend support on a rotational basis and occasional public holiday support
• Manage, own and frequently follow-up incidents and requests raised to the team.
• Monitor and follow up critical system alerts; perform initial diagnosis and potential fix and escalate to the right teams.
• Assume the role of major incident manager upon major incidents, focusing on coordinating efforts, seeking updates from fellow tech teammates and providing timely updates to all stakeholders.
• Perform system operation and administration tasks, including checking and monitor multiple systems performance on a daily basis
• Work closely with internal users and external vendors to investigate and resolve production system issues, and communicate system enhancement / bug fix requirements to multiple engineering teams
• Work to comply with SLA and OLA
• Hands-on for incident management, change management and response management and writing RCA reports.
• Document knowledge articles and manage the team's knowledge base; share and promote overall knowledge level
• Provide support in non-office hours during emergency situations.
• Coordinate between product and development teams to ensure effective delivery of supporting services to the end-user

Requirements :

Preferred Technical Skills :