Application Support Analyst
GoldenSource
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Job summary
GoldenSource International is seeking an application support analyst to join our Mumbai team. You will troubleshoot issues end to end, handle basic service requests, and drive incident management with a focus on automation and reliability.
This role blends production support with process improvements for a global services footprint. You will work with OPS/DEV owners, implement runbooks, monitor tickets, and contribute to service quality across platforms, including AWS hosting and enterprise
Qualifications
- 3-4 years of hands-on L0/L1 application support experience, preferably in finance/reference data domain.
- Ability to learn and master enterprise-specific products.
- Ability to diagnose & address application issues.
- Strong understanding of ITIL principles with focus on end-to-end incident management.
- Experience with deployment tools and DevOps workflows.
Responsibilities
- End to end troubleshooting of application issues and alerts (L0/L1).
- Handle basic service requests like file movements and job reruns.
- Reduce alerts and standardize processes.
- Configure and optimise job execution; perform code deployments.
- Maintain SLA acknowledgements and runbooks for major tasks.
- Analyze ticket trends and drive improvements with teams.
- Major incident management including investigation and RCA.
- Develop automation and tooling to improve reliability and supportability.
- Collaborate with OPS/DEV owners to reinforce SRE mindset.
- Rotational weekend support.
Skills
Education
Tools
Job description
- Major incident management - Investigation, mitigation, resolution, RCA, action items
GoldenSource International is a fast growing FinTech firm and a leader in data management software solutions for the financial services sector. Headquartered in New York, GoldenSource also has key offices in London, Milan and Mumbai, with more than 400 staff worldwide. Having been acquired in 2022 by private equity firm Gemspring, GoldenSource is in an exciting phase of investment and rapid growth. GoldenSource offers an international working environment, a positive corporate culture, the opportunity of professional development and attractive employee benefits.
Industry Recognition: GoldenSource consistently receives industry recognition and awards for a wider range of capabilities than any other firm in our space. The awards include Best Data Management Platform and Best Cloud-Based Data Management Solution.
As an application support analyst, we are seeking someone who is passionate about solving problems through innovation and engineering practices.
We embrace a culture of experimentation and constantly strive for improvement and learning. You'll work in a collaborative, trusting, thought-provoking environment- one that encourages diversity of thought and creative solutions that are in the best interests of our customers globally. You will identify opportunities to improve support quality and efficiency through automation and tool implementation/configuration.
This role is a combination of production support and process improvement and efficiency within the global team for the services we provide and tools we utilize.
- End to end troubleshooting application issues and alerts - standard L0/L1 support
- Basic service requests like file movements, job reruns etc.
- Alert reduction, rationalisation and standardization
- Job execution, configuration and optimisation
- Code deployment
- SLA upkeep and timely acknowledgments of issues
- Managing runbooks for all major tasks
- Periodic analysis of ticket trends and channeling improvement inputs to the right team(s)
- Major incident management - Investigation, mitigation, resolution, RCA, action items
- Automation, enhancements, improvements (stability, capacity, resiliency)
- Collaborate closely with existing OPS and DEV owners of in-scope systems, reinforcing the SRE mindset, common goals, and maintaining focus on reliability and supportability
- Develop automation and tooling to support SRE activities and achieve specific reliability and supportability goals (reduction of toil, monitoring and alerting efficiency, etc), for in-scope systems
- Ensure that the GS critical systems and products are maintained and supported in order to achieve the efficient and effective delivery of services
- Collaborate with product, PSG, infrastructure SMEs to maximize client experience through the support interface
- Develop, manage and execute organization application support process and procedures
- Mentor team to enhance their technical knowledge and handling complex issues
- Identify incident trends and make appropriate recommendations to prevent incident recurrence
- Developing final solutions for known errors
- Rotational weekend support
- 3-4 years of hands-on L0/L1 application support experience, preferably in finance/reference data domain
- Ability to learn and master enterprise-specific products
- Ability to diagnose & address application issues
- Good understanding of ITIL principles, with a major focus on end to end incident management
- Knowledge of deployment utilities and tools/framework - DevOps tools (Bit bucket, Jenkins, Jules, Automated deployment tools)
- Unix/Linux - troubleshooting and shell scripting
- Basic understanding of Java to perform standard troubleshooting (connection pooling, data sources, JMS issues, heap breaches etc.)
- Experience with Enterprise Job Scheduling Tools, e.g. Control-M, AutoSys, etc.
- Web services administration including IIS/Apache/Tomcat/WebSphere
- (AWS) Amazon web services - application hosting knowledge, troubleshooting, configuration
- Good understanding of PL/SQL and stored procedures
- Automation - RPA, Python, Ansible, etc.
- Business intelligence - Tableau, PowerBI, QlikView, etc.
Knowledge of ITSM tools such as HPSM, ServiceNow, JIRA ServiceDesk, etc
Knowledge of monitoring tools such as SCOM, Sitescope, Netcool, Dynatrace, GENEOS, etc
Knowledge of log monitoring tools such as Splunk and ELK
- Strong communication, presentation, and relationship management skills
- Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
- Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
- Able to manage relationships with peers and managers as it relates to support and services
- Bachelor's degree in computer science or IT is preferred, from a recognized university
- Minimum ITIL4 Foundation certified
- ITIL v3 expert would be preferred
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