Front Office Trading Support Engineer (L1/L2)

NTT DATA, Inc.; Ciudad de México; Presencial; MXN 420.000 - 660.000; Jornada completa

Descripción de la vacante

NTT DATA, Inc. in Mexico City is seeking an Application Support Engineer to provide L1/L2 support for Front Office Investment Banking platforms, focusing on deal capture, trade booking, lifecycle events, and portfolio credit analytics.

You will ensure day-to-day stability and coordinate with business and tech teams. The role involves incident triage, ITIL-aligned processes, ServiceNow usage, SQL data validation, Linux troubleshooting, and participation in deployments across DEV/UAT/PROD, with

Formación

• 5+ years experience providing L1/L2 support for business-critical apps in 24x7 production environments.

Responsabilidades

• L1/L2 application support for Front Office platforms supporting deal capture, trade booking, lifecycle events, and portfolio credit analytics, ensuring stable operation and timely service restoration.
• Perform incident intake, triage, impact assessment, and prioritization; resolve issues at L1/L2 where possible and elevate to L3/engineering/infrastructure with clear diagnostics, evidence, and reproduction steps.
• Execute ITIL-aligned Incident, Problem, and Change Management processes, ensuring adherence to SLAs/OLAs and consistent stakeholder communications.
• Use ServiceNow (or equivalent) to manage incidents/requests/changes end-to-end, including accurate updates, handoffs, approvals, and closure documentation.
• Troubleshoot functional and technical issues impacting trade booking and lifecycle flows (e.g., booking validations, lifecycle amendments, cancel/correct, and downstream confirmations/settlement integrations), coordinating with upstream/downstream teams as needed.
• Support operational stability of portfolio credit analytics workflows by investigating calculation breaks, data refresh issues, and feed/interface failures, coordinate resolution and preventive fixes through problem management.
• Diagnose and validate data issues using SQL (reconciliation, break analysis, anomaly identification) to isolate root symptoms and accelerate resolution.
• Perform Linux-based troubleshooting (log review, job/process checks) to identify failure points and provide actionable escalation context to engineering and infrastructure teams.
• Monitor and support batch/scheduled processing and critical operational checks; manage reruns/recovery steps and ensure timely completion of daily cycles.
• Assist with deployments, releases, and environment upgrades across DEV/UAT/PROD, including pre-release validation (smoke checks) and post-release monitoring; exposure to CI/CD practices is a plus.
• Track defects, enhancements, and operational work items in Jira and maintain knowledge assets and technical documentation in Confluence.
• Develop and maintain runbooks and repeatable procedures for common support scenarios and recovery actions to reduce MTTR and improve consistency.
• Create lightweight automation utilities using Python / PowerShell / Shell scripting to streamline repetitive support tasks and improve operational controls.
• Provide clear stakeholder communications during incidents and changes, including status updates, business impact summaries, and post-incident reporting/trend insights when required.

Conocimientos

L1/L2 support

Incident triage

Stakeholder communication

ITIL processes

Linux troubleshooting

Herramientas

Jira

Confluence

ServiceNow

SQL

Python

PowerShell

Shell scripting

CI/CD

Descripción del empleo

NTT DATA, Inc. in Mexico City is seeking an Application Support Engineer to provide L1/L2 support for Front Office Investment Banking platforms, focusing on deal capture, trade booking, lifecycle events, and portfolio credit analytics.

You will ensure day-to-day stability and coordinate with business and tech teams. The role involves incident triage, ITIL-aligned processes, ServiceNow usage, SQL data validation, Linux troubleshooting, and participation in deployments across DEV/UAT/PROD, with