Application Support Analyst

FIS; Greater London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading financial services company is seeking a dedicated Application Support Analyst to join its London team. The successful candidate will provide 2nd and 3rd line support, resolving complex technical issues and collaborating with various teams to onboard clients efficiently. The ideal candidate will have 3-5 years of relevant experience, strong SQL skills, and a passion for customer service. This role involves shift work, ensuring support is available across different time zones.

Qualifications

• 3-5+ years in application support roles in customer-facing environments.
• Strong experience in troubleshooting major hosted enterprise systems.
• A passion for solving problems and assisting clients.

Responsibilities

• Provide 2nd and 3rd line support to global customers.
• Triaging issues and maintaining effective client communication.
• Collaborate with technical teams to onboard new customers.

Skills

Application support experience

SQL expertise

Data analysis skills

Problem-solving ability

Dynamic environment adaptability

Prioritization

Tools

DataDog

ActiveBatch

Windows Servers

Cloud technologies (Azure)

XML

Job description

We operate a hybrid working model, this position is primarily based in the London office. You will be required to come into the office 2-3 days a week.

Your new role

The FIS Supply Chain Finance Client Services team is responsible for monitoring the operation of the system, providing support to our customers, performing configuration changes and working with other teams within the organisation to roll out the platform to new customers.

In your new role as an Application Support Analyst you will be responsible for the provision of 2nd and 3rd line support to our global network of customers. You will take full and independent ownership of the resolution and root cause analysis of advanced technical and functional issues in a Level 2 or Level 3 capacity.

What you'll do

• Triaging incoming tickets, performing analysis, and resolving customer issues
• Maintain effective client communication throughout the incident life-cycle
• For critical issues identify solutions to get clients back to BAU as quickly as possible in-line with client’s SLAs
• Actively monitoring system health using a variety of tools including dedicated infrastructure and application monitoring suites, SQL, and ActiveBatch
• Collaborating closely with the Development, Infrastructure, and Implementation teams to bring new customers onto the platform
• Resolving client incidents and/or escalating where needed
• Monitoring and responding to monitoring events

Who you are

• 3 - 5+ years professional experience in a 1st, 2nd and 3rd line application support role in a customer-facing environment
• Strong, demonstrable experience in successfully supporting, troubleshooting and/or implementing major hosted enterprise systems
• You are comfortable analyzing, transforming, and generally working with large datasets
• You have a passion for helping others and thrive on solving problems
• You are logical and insightful when troubleshooting problems
• You flourish in a dynamic high-pressure environment and can prioritize incoming and existing tasks according to urgency and impact

Advanced technical skills including:

• SQL, RDBMS expertise
• Monitoring and scheduling tools (DataDog & ActiveBatch)
• XML and other data file formats
• Windows Servers
• Cloud and other virtualisation/containerisation technologies, particularly Azure
• An understanding of ITIL concepts.

Working hours

This role involves shift working. There are three shifts working the following hours:

• Early Shift: 06:00 – 14:30 GMT
• Mid Shift: 09:00 – 17:30 GMT
• Late Shift: 14:30 – 23:00 GMT

A normal shift pattern would be 1 x Early Shift (Only on bank holidays), 1x Late Shift (Once a week), Sunday Shift (7am to 2:30pm - Once every 9 weeks)

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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