Lead/ Application Support Engineer II

Silicon Valley Bank; Karnataka; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

FC Global Services India LLP (First Citizens India) in Bengaluru seeks an Application Support Engineer II to maintain complex enterprise apps in a hybrid setup. You will handle incident, problem, and change management across global teams, ensuring uptime and quality support for business processes.

The role requires strong SQL, JEE, and microservice knowledge, plus hands-on use of ServiceNow, Oracle, Kafka, Dynatrace, and Splunk. Financial domain exposure is a plus.

Qualifications

• 5+ years of experience as application maintenance & support engineer or systems analyst or application support analyst.
• Bachelor’s degree in computer science or related field; ITIL foundation preferred.

Responsibilities

• Maintain & support the most complex and business-critical applications with broad cross-functional impact.
• Troubleshoot and rectify application issues with progress updates to seniors and stakeholders.
• Monitor alerts related to applications and provide proactive services.
• Prepare and maintain documentation for all issues and implemented solutions.
• Understand upstream/downstream dependencies and end-to-end business processes.
• Perform root cause analysis by reviewing logs and data to identify corrective/preventive measures.
• Work with cross-functional teams and ensure collaboration across geographies.
• Support 24/7 rotational shifts as needed.
• Identify automation opportunities to reduce manual tasks.

Skills

Incident management

Problem management

JEE

Microservices

SQL

Unix basics

Dynatrace

Splunk

Kafka

AWS

Azure

SRE principles

Cross-functional teams

Education

Bachelor's degree in computer science

ITIL foundation certification

Tools

ServiceNow

Oracle

SQL

Kafka

Dynatrace

Splunk

Job description

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description: Job Description Value Proposition

Responsible for supporting most complex and business critical applications through strong Incident & Problem management process.

Job Details

Position Title: Application Support Engineer II. Career Level: P2. Job Category: Senior Associate. Role Type: Hybrid. Job Location: Bangalore.

About the Team

As part of Application Support Team we are responsible for supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to users.

Key Deliverables

• Responsible for maintaining & supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to users.
• Experience in Troubleshoot and rectify application issues, providing progress updates to seniors/stakeholders.
• Monitor Alerts related to applications and provide proactive services.
• Prepare and maintain documentation for all issues and the implemented solutions.
• Clear understanding of the various upstream / downstream dependencies, end to end business process of the applications.
• Perform root cause analysis by reviewing application logs, reviewing data and identify and implement corrective and preventive measures.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Ability to troubleshoot of defects, data errors and configuration problems to determine the origin of application error.
• Work closely with other operational and support groups and create increased synergies.
• Flexible to work in rotational shifts (24/7) environment.
• Identified automation opportunities and implemented them there by eliminating the manual tasks performed by the team.
• Participate in Functional & Technical KT of the changes planned to production environment and ensuring all related document, diagrams, procedure updated.
• Participate in validating the application changes, upgrade and other infrastructure changes to production environment.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Work on initiatives focused on continuous improvement of the application maintenance & support model and associated processes using appropriate technologies.

Skills and Qualification

• Good exposure to Incident, Request & Problem Management processes with troubleshooting skills and not just coordination.
• Good working knowledge supporting to JEE & Enterprise Technologies, microservice based applications.
• Hands on experience in writing sql queries.
• Ability to work independently with minimum supervision.
• Must have technical skills and tools knowledge: ServiceNow, Oracle, SQL, Kafka, basics of Unix, Monitoring Tools like Dynatrace, Splunk.
• Understanding of cloud based application, knowledge in AWS, Azure is preferred.
• Good understanding for SRE principles.
• Ability to work with cross functional teams.
• Ability to demonstrate professionalism, enthusiasm, and create a collaborative climate.
• 5+ years of experience as application maintenance & support engineer or systems analyst or application support analyst.
• Preferred to have Financial Domain knowledge.
• Bachelor’s Degree in computer science or related field ITIL foundation certification preferred.

Relationships & Collaboration Partners

• Application Support Engineers and cross-functional teams across geographies ( US team)

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Visit: https://www.firstcitizens.com/