Lead Application Support Analyst

Morgan McKinley; Taguig; Hybrid; PHP 1,800,000 - 2,600,000; Full time

Job summary

Morgan McKinley is seeking a Senior IT Support/SRE professional to focus on day-to-day support and implementation of trading systems. The role involves maintaining relationships with internal customers and taking system design direction from senior engineers.

Responsibilities include monitoring trading app functionality, incident escalation, and coordinating changes across staging and production environments. Strong RCA, automation, and scripting skills are essential.

Qualifications

• 8+ years in application support or SRE/IT ops.
• Experience with Windows/Unix-like environments is a plus.
• Strong leadership and incident management capabilities.
• Deep knowledge of AWS, Linux/Unix, and API troubleshooting.
• Proficient in RCAs and monitoring/observability tools.
• Familiarity with ITIL processes (Change/Incident/Problem).

Responsibilities

• Monitor and manage trading application functionality and system performance.
• Provide second-level support for incidents and requests escalated by business.
• Coordinate installation changes and upgrades for trading applications.
• Develop automation scripts to install, monitor, and collect health data.
• Document runbooks and known issues with clear procedures.
• Lead shifts and mentor junior staff; act as deputy to Team Lead when needed.
• Manage ticket queues and ensure accurate handovers between shifts.
• Participate in change management lifecycle and team meetings.

Skills

AWS

Linux/Unix

Leadership

Root Cause Analysis

Monitoring/Observability

ITIL

SRE

Shell Scripting

Jenkins

Ansible

Tools

Jenkins

Ansible

TFS

SQL Server Management Studio

Job description

Shift: Mid shift aligned with UK/EMEA timezone

Onboarding: First month fully onsite; then hybrid 3 days onsite per week

Role Overview

The candidate will be focused on day-to-day support and implementation of trading systems, documentation and creation of new tools. The candidate will need to maintain and develop internal customer relationships. The candidate will take system design direction from senior engineers and senior development staff.

Role Responsibilities

• Monitors and oversees all trading application functionality and the performance of system environment.
• Acts as second level support that troubleshoots incidents and requests escalated by the business.
• Caters to installation requests coming from QA and Development groups that range from bug fixes, upgrades and enhancements of trading applications in accordance with established and documented baselines, policies and procedures.
• Builds up the trading application with all the required third party tools and application in staging and production environments.
• Writes scripts using Shell, Perl, Powershell and SQL to automate installation, monitoring and gathering of relevant data that serve as tools to check the health of the system.
• Creates documentation that describes application setup and procedure on how to accomplish a task (Runbooks for installation procedure, Remedies to Known Application Problems and Trouble Shooting Steps).
• Attends meetings and conference calls that discuss production issues, scheduled production change or upcoming projects.
• Manage and perform Changes through the Change lifecycle. Submits request and change control forms to document the change done in both Non-Production and production environments. Follows up the status of each request until it is completed.
• Acts as Senior Analyst within the team that serves as an internal escalation of the junior team members and handles major projects. In effect serves as Deputy to the Regional Team Lead.
• Responsible for managing the ticket queues and delegates to team members where appropriate and ensure shift handovers are managed accurately.
• When on a shift that the Team Lead is Not on, undertake responsibility for the running of the team during this shift pattern. Manage the team’s shift schedule, approve of request and change in ServiceNow, attend to the urgent requirement of management and business regulatory, and attends to the meeting that the team lead has required the deputy to attend.
• Understanding and evidence of following the ITIL Framework support model for Change, Incident, Request and Problem management

Experience / Competences

• Minimum 8 years of relevant application support or SRE experience.
• Windows Server operating systems and/or Unix / Linux – Preferably power user level
• Leadership: Proven ability to lead shifts, mentor junior staff, and command the floor during critical incident bridges.
• Core Technologies: Deep, hands‑on expertise in AWS, Linux/Unix (Power User level), and complex API troubleshooting.
• Problem Solving & Observability: Mastery of deep‑dive Root Cause Analysis (RCA) and enterprise Monitoring/Observability tooling.
• SQL (T‑SQL, SQL Server Management Services)
• Working knowledge of networking tools (e.g. ssh, sftp, traceroute)
• Shell Scripting (PowerShell, Bash, Perl)
• Strong grasp of Change management process
• Demonstrate strong experience in Monitoring / Observability tooling
• Strong grasp of ITIL based support process. Incident escalation etc
• Strong analytical and problem‑solving skills as well as documentation skills, to include solid experience in deploying software and writing functional procedures
• Automation tools (Ansible, TFS, Jenkins)
• Some experience with SQL language and Databases a major plus