Support Engineer (L2) Job ID: 369

Job Details:
Poland

Permanent or Contractor

Highly competitive remuneration

 
Our client, a leading Global Financial Services Organisation, are looking for a Support Engineer (L2) to assist across a number of business-critical projects.
 
Responsibilities
 
Monitoring of all in-scope applications & Monitoring all scheduled jobs in environment
On Escalation from L1, acknowledge, requalify Prioritization, ascertain nature & ownership of incident (3rd Party or TIS), create incident, assign 3rd party /TIS related incidents accordingly to appropriate owners & track it to closure with periodic follow-up
Investigate, reference/update to knowledge database, handshake with stakeholders with periodic updates, provide resolution for complex / new incidents falling under L2 preview.
Review (with change manager & application owner) & approve resolution of complex / new incidents
Facilitate & support complex / urgent / business critical investigation where solution is not identified in first place
Review & approve resolution of complex / urgent / business critical investigation where solution is not identified in first place
Complete data fix, UT, SIT & UAT testing for incidents in need of data fix in dev regions
Review & approve data fixes
Raise RFC & present it to CAB & CAB approval 
Coordinate to deploy changes after CAB approval
Live Implementation with prior pre-& post checks
Link / Create Problem Record for recursive incidents (need by) based on trend analysis & seek for permanent solution to L3/Dev Teams
Seek end user confirmation & Incident Closure 
Incident Closure & reopen if still the issue persists
Route complex / new scenarios (incidents) in need of code fix to L3 team
Assist in resolving all failures/delays & Diagnostics of Problems/Issues/Defects
Ownership of Problems/Issues/Defects Ticket until Resolution
Workaround, Corrective Fixes, Removal of Data Errors
Application Maintenance and Operations
 
Knowledge Management
 
Support knowledge transfer via complete documentation of code and documents in:
Wiki
SVN
JIRA
Task Management
Task prioritisation is determined by the Stakeholders and tasks are distributed and managed by the responsible project lead.
Task documentation and effort recording is via JIRA/SNOW
 
Business Expertise 
 
Extensive knowledge on entire deal lifecycle for Forex Exchange, Money Market, Precious Metal and Derivative products. 
Knowledge on Deal Capture, Real-time Position Keeping and P&L and Risk Management.  
In depth product knowledge for EQ and FID instruments (exchange and OTC)
Project experience with Front Office
Project experience with Operations
Communication skills – Fluent in business English
 
Technical skills – Unix, Shell scripting, Oracle SQL PL/SQL, bash scripting, MS Excel. 
Nice to Have: Excel VBA
 
Summary 
 
Experience working in IT ideally within a Financial organisation as L2 
Proven track record of high performance in a service orientated environment
A solid technical understanding of IT and technology in general with a desire to work in a service orientated support function 
Excellent problem-solving skills which must be demonstrated through previous education or career experience
Strong listening & spoken communication skills in English, German in addition an advantage
Experience with Unix (e.g. handling files, searching logs, checking processes)
Experience with SQL querying (Oracle / Microsoft SQL)
Experience with Windows Server (e.g. handling files, searching logs, checking processes)
Experience with Release & deployment
 


Country: Poland
Region: Any Region
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