Application Support Engineer

HSBC; Kraków; On-site; PLN 195,000 - 257,000; Full time

Benefits offered by this job

Multisport card

Private medical care

Life insurance

Home office setup allowance

Employee assistance program

Professional education support

Corporate events

Job summary

HSBC Service Delivery (Polska) Sp. z o.o. is HSBC's global finance, operations, risk and technology centre, delivering specialised services across banking and technology domains.

We seek an L2 Application Support Analyst/Engineer to manage production incidents on the Avaloq core platform, with a focus on incident lifecycle, health checks, and stakeholder communication. The role requires 5+ years in IT with banking domain experience, expertise in Avaloq Front Platform, PL-SQL, Oracle DB, and

Qualifications

• 5+ years’ IT experience in comparable application/support roles within the banking domain.
• Bachelor’s/Graduate degree.
• Knowledge of the Avaloq Front Platform.
• Proficiency in PL-SQL and basic knowledge of Oracle DB.
• Experience in handling production batch using tools like Control-M, Autosys, Zena.
• Understanding of ITIL processes: Incident, Problem, and Change Management.
• Fluency in spoken and written English.

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.

Skills

Analytical thinking

Problem-solving

Communication

English fluency

Education

Bachelor’s/Graduate degree

Tools

Avaloq Front Platform

Control-M

Autosys

Zena

Oracle DB

PL-SQL

Job description

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.

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.

What you’ll be doing:

• 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.

You’re a great candidate if you have these:

• 5+ years’ IT experience in comparable application/support roles within the banking domain. Bachelor’s/Graduate degree.
• Knowledge of the Avaloq Front Platform.
• 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.

Nice to have:

• Scripting experience is an added plus i.e. shell scripting.

What you’ll get with us:

The pay range for this role is 17 500 PLN – 23 000 PLN (monthly, gross).

Variable pay is discretionary, but influenced by Group performance, business/function performance and individual performance.

We offer a comprehensive and competitive package of benefits covering healthcare, family friendly leaves, pension and life assurance, as well as many other benefits to support your wellbeing.

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

You'll achieve more when you join HSBC.

If your CV meets our criteria, you should expect the following steps in the recruitment process:

• Online behavioural test
• Telephone screen
• Job interviews with the hiring managers