Application Support Engineer

HSBC Service Delivery Sp. z o.o.; Kraków; On-site; PLN 90,000 - 130,000; Full time

Benefits offered by this job

Multisport card

Private medical care

Life insurance

Home office set-up reimbursement

Job summary

HSBC Service Delivery (Polska) Sp. z o.o. in Kraków is seeking an Application Support Engineer to manage production incidents on the Avaloq platform for private banking.

The role involves end-to-end incident management, health checks, and collaboration with IT and business teams. Responsibilities include triage, investigation, escalation, and creating PRBs, with a requirement for 5+ years in banking IT, Avaloq Front Platform knowledge, and English fluency.

Qualifications

• 5+ years’ IT experience in banking/applications
• Knowledge of the Avaloq Front Platform
• Windows/Unix/Linux BAU experience
• Proficiency in PL-SQL and Oracle DB basics
• Experience with production batch tools (Control-M, Autosys, Zena)
• Understanding ITIL: Incident, Problem, Change Management
• Fluent English communication

Responsibilities

• Build and maintain functional knowledge of applications and data to troubleshoot issues.
• Manage incident lifecycle end-to-end per incident management process.
• Raise and manage PRBs and inform stakeholders.
• Differentiate incidents from service requests and fulfill reporting needs.
• Own EOD batch processing in production environment.
• Conduct daily health checks and application monitoring.
• Manage end-user expectations and communicate with stakeholders.
• Support a shift-based operating model including UK shift coverage and weekend on-call.

Skills

IT experience

Analytical thinking

Communication

English proficiency

Education

Bachelor's/Graduate degree

Tools

Avaloq Front Platform

Control-M

Autosys

Zena

PL/SQL

Oracle DB

Job description

Application Support Engineer

Miejsce pracy: Kraków

Technologies we use

• SQL

About the project

HSBC is a global banking and financial services organisation operating in 64 countries and territories. We help businesses grow, economies prosper, and people realise their ambitions.

Our private banking business uses Avaloq, a leading end-to-end wealth management and banking platform supporting client management, investments, trading, lending, payments, risk, compliance, and back-office operations.

The L2 Application Support Analysts / Engineers are responsible to manage production incidents on HSBC private banking core banking platform - Avaloq.

Your responsibilities

• Build and maintain strong functional knowledge of the applications and underlying data to complete impact analysis and troubleshoot issues, partnering with other IT and business teams where needed.
• Manage the incident lifecycle end-to-end, including timely triage, investigation, escalation, and closure in line with the incident management process.
• Raise and manage problem tickets (PRBs) where appropriate, ensuring all required teams and stakeholders are informed and engaged.
• Distinguish correctly between incidents and service requests and fulfil ad hoc small reporting requests.
• Own EOD batch processing in the production environment.
• Conduct daily health checks and application monitoring.
• Manage end-user expectations and maintain clear, regular communication with relevant stakeholders.
• Support a shift-based operating model, including UK shift coverage, weekend on-call, and ad hoc weekend support as required.

Our requirements

• 5+ years’ IT experience in comparable application/support roles within the banking domain. Bachelor’s/Graduate degree.
• Knowledge of the Avaloq Front Platform.
• Windows/Unix/Linux experience to handle BAU activities like file transfers, troubleshooting etc.
• Proficiency in PL-SQL and basic knowledge of Oracle DB.
• Experience in handling production batch using tools like Control-M, Autosys, Zena (used in this role).
• Understanding of ITIL processes: Incident, Problem, and Change Management.
• Excellent analytical and problem-solving skills. Clear, effective communication skills, with the ability to engage internal/external stakeholders and end users.
• Fluency in spoken and written English.

Optional

• Avaloq ACP certification.
• ITIL Foundation certificate.
• Scripting experience is an added plus i.e. shell scripting.

What we offer

• Additional bonuses for recognition awards
• Multisport card
• Private medical care
• Life insurance
• One-time reimbursement of home office set-up (up to 800 PLN)
• Cafeteria platform
• Employee assistance program
• Additional contributions to PPK scheme
• Corporate parties & events
• CSR initiatives
• Nursery discounts
• Financial support with trainings and education
• Social fund
• Flexible working hours
• Free parking

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of professional training & courses
• life insurance
• remote work opportunities
• flexible working time
• integration events
• corporate sports team
• retirement pension plan
• corporate library
• no dress code
• coffee / tea
• parking space for employees
• leisure zone
• extra social benefits
• employee referral program
• opportunity to obtain permits and licenses
• charity initiatives
• family picnics
• extra leave
• In-office gym

Recruitment stages

• Online assessment
• Phone interview
• Job interview
• Welcome to HSBC!

HSBC Service Delivery (Polska) Sp. z o.o.

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through a network that covers 63 countries and territories.

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre. We use our unique expertise and capabilities to provide specialised services - our people range from technologists transforming the banking experience to operations professionals managing 1.7 trillion payments a year.

Our Purpose - Opening up a world of opportunity - explains why we exist. We are bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.