Support Engineer (L2) Job ID: 369

Job Details:

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.
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:
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
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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