Application Support Engineer

NTT DATA, Inc.; Santa Fe (NM); On-site; USD 32,000 - 43,000; Full time

Job summary

NTT DATA seeks an Application Support Engineer to provide L1/L2 support for Front Office Investment Banking & Capital Markets platforms, focusing on deal capture, trade booking, lifecycle events, and portfolio credit analytics, ensuring stable operation and timely service restoration.

You will use ITIL processes, ServiceNow, SQL for data validation, and Linux-based troubleshooting while coordinating with global teams.

Qualifications

• 5+ years using Jira for incident and defect tracking and release management.
• Proficient in Confluence for knowledge bases and runbooks, troubleshooting guides, and operational procedures.
• 5+ years SQL and data analysis for validation, reconciliation, and root cause investigations.
• 3+ years Linux/Unix production support: log analysis, monitoring, and batch jobs.
• 3–5+ years in production operations and batch processing monitoring daily cycles and recovery activities.
• Experience with Front Office or Trading platforms in Capital Markets is a plus.

Responsibilities

• Provide L1/L2 application support for Front Office platforms supporting deal capture, trade booking, lifecycle events, and portfolio credit analytics.
• Perform incident intake, triage, impact assessment, and prioritization; resolve issues at L1/L2 where possible and escalate as needed.
• Execute ITIL-aligned Incident, Problem, and Change Management processes with SLAs/OLAs.
• Use ServiceNow to manage incidents/requests/changes end-to-end.
• Troubleshoot issues impacting trade booking and lifecycle flows; coordinate with upstream/downstream teams.
• Support portfolio credit analytics workflows by investigating data issues and feed/interface failures.
• Diagnose data issues using SQL to isolate root symptoms.
• Linux-based troubleshooting to identify failure points and provide escalation context.
• Monitor and support batch processing; manage reruns and daily cycles.
• Assist with deployments, releases, and environment upgrades; pre-release validation and post-release monitoring.
• Track defects, enhancements, and operational work items in Jira; maintain knowledge assets in Confluence.
• Develop runbooks and repeatable procedures to reduce MTTR.
• Create automation scripts in Python/PowerShell/Shell.
• Provide clear stakeholder communications during incidents and changes; post-incident reporting.

Skills

Incident resolution

SQL & data analysis

Linux/Unix prod support

Production operations

Front Office/Trading platform exposure

Tools

Jira

Confluence

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, we are currently seeking a Application Support Engineer to join our team in Mexico City, México (MX-MEX), Mexico (MX).

Summary

In this role, you will provide L1/L2 application support for Front Office Investment Banking & Capital Markets technology platforms, with a focus on Deal Capture / Trade Booking & Lifecycle and Portfolio Credit Analytics workflows. You will ensure day-to-day stability, perform incident triage and functional troubleshooting, support controlled change and release execution, and partner with business and technology teams to drive timely resolution, improved operational reliability, and strong service outcomes.

Responsibilities

• Provide 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 (mean time to recover) 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.

Experience

• 5+ years experience providing L1/L2 support for business-critical applications in 24x7 production environments, with strong focus on incident resolution, service restoration, and operational stability.
• 3+ years hands-on experience using Jira for defect tracking, incident management, enhancement requests, sprint/backlog management, and operational work item tracking; proficient in Confluence for maintaining knowledge bases, runbooks, support documentation, troubleshooting guides, and operational procedures.
• 5+ years of SQL and Data Analysis experience to support data validation, reconciliation, break analysis, production support investigations, and root cause identification.
• 3+ years of Linux/Unix Production Support experience performing log analysis, process monitoring, batch job support, file transfer troubleshooting, and operational support in Linux-based environments.
• 3-5+ years of Production Operations and Batch Processing Support monitoring scheduled jobs, daily processing cycles, operational readiness checks, reruns, recovery activities, and production control processes to ensure timely and accurate business processing.
• A plus - Experience supporting Front Office or Trading platforms supporting deal capture, trade booking, lifecycle event processing, and portfolio/risk analytics platforms within Capital Markets, Investment Banking, or Financial Services environments.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.

NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.