Senior IT Application Support Engineer

Job Responsibilities

• Provide level 2 support of our trading and non-trading systems.
• Provide out of office hours support where applicable and work in a shift Rota.
• Act as a liaison between users/traders, external customer support, and other technology groups (Product Development, Development and Engineering).
• Work with various technology teams to lead problem resolution.
• Document outages along with taking an active role in Incident Management.
• Monitor, measure, analyze and report parameters constituting the technology of Exinity production trading and non-trading environments.
• Add to the monitoring infrastructure to allow more proactive detection of problems and issues.
• Monitor our trading systems, non-trading applications as well as the underlying infrastructure (i.e. OS, Server and Network).
• Identify risks and provide guidance around timing of changes and releases.
• Develop and maintain technical support documentation.
• Investigation of user queries via log file and process interaction, e.g. order issues, flow breaks, booking issues and Pricing.
• Escalate urgent problems requiring more in-depth knowledge to appropriate internal or external resources.
• Work closely with Dev Ops, QA, Dev, Infrastructure and business teams for software and scripts rollouts using best practices from IT Service Management/ITIL.
• Perform post-release testing after application upgrades and/or releases.
• Interact with Offshore teams and communicate issues effectively and with clarity.
• Problem solving and diagnosis of incidents reported by L1 Team and determination of priority and scope of the issue and appropriate escalation.
• Create/enhance tools to make operational workflows more automated and less error-prone.

Desired Candidate Profile

Qualifications

• Ideally Graduate Level (Not a must though).
• Must have a minimum of 5 years experience in an application support role L2.
• Proficiency in either PowerShell/Python or have used them previously to automate tasks.
• Good knowledge of SQL and Databases.
• Must be a Team Player and ability to work under pressure.
• Excellent troubleshooting/problem-solving skills across a wide variety of technologies and disciplines.
• Previous experience in supporting multi-tiered applications.
• Must have Exposure to Distributed systems.
• Fluent English (written and spoken).
• Passion for technology, willingness to learn and self-improve.
• Ability to prioritize and work independently and places high value on improving processes and procedures.
• Exposure to programming languages will be a plus such as C# or GO.
• Experience within the financial sector ideally in a Trading Environment.
• Be part of On Call support Rota including weekends.
• Good understanding of infrastructure processes and concepts such as TCP/IP stack, diagnosing connectivity issues and load balancing.
• Experience working with open-source tools such as Elastic Search, Grafana, Time Series Databases or similar.
• Excellent analytical and problem-solving skills.
• Exceptional attention to detail.
• Experience in MT4/MT5 administration/support will be considered as an advantage.
• Knowledge of Linux command shell navigation.
• Experience working on a trading floor.
• Experience with FIX/Exchange protocols a plus.
• Working in an Agile Scrum environment.
• Connectivity and order routing in an equity trading environment.
• Experience and Exposure to Version Control Systems such as GitLab or GitHub.
• Exposure to Jira and Confluence.
• Understanding of messaging systems e.g. Messaging Queues.
• Understanding of Site Reliability Engineering and DevOps concepts and practices.