PA2024448 Lead Application Support Engineer

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Job Description

Role title:        Lead Application Support Engineer

Reports to:     Application Support Manager

Opportunity snapshot
 

The Lead Application Support Engineer is responsible for providing technical leadership and support to a team of application support engineers, ensuring seamless operation of our services for all SS&C Australia Managed Service Platform (MSP) customers. They work with the Application Support Manager in implementing, delivering, evolving, and maintaining toolsets, systems, policies, and procedures used to provide application support services.  They play a crucial role in trouble shooting, providing high level technical expertise to resolve client issues, and working with DevOps to improve platform performance.

Role responsibilities

• Deployments using the existing CI/CD pipeline (Octopus Deploy, TeamCity, GitHub, git/TFS, PowerShell)
• Support automation efforts across the DevOps supported tools & Managed Services Platform
• Incident response for production hosted environments and maintain platform availability to meet up with target SLA.
• Assist with support coverage for DevOps tools & processes.
• Performs technical verification and debugging of applications.
• Perform database queries, troubleshoot database issues, review SQL logs and manage database sizes as required.
• Carry out DB backup and recovery and supporting DR/BCP testing.
• Completes documentation and procedures for installation and maintenance.
• May interact with users to define system requirements and/or necessary modifications.
• Lead and triage incidents and service requests assigned to team queues.
• Work on assigned tickets with a focus on meeting delivery deadlines and SLA’s.
• Develop and maintain knowledge management database for team to better servicing clients, and knowledge transfer for onsite/offsite support team.
• Continuous improvement to the service management flow (i.e JIRA ticket format) for better clarity of the requirement and to reduce processing cycle time.
• Takes charge of configuring and responding to monitoring alerts & notifications.
• Be flexible to work out of hours according to a support roster, and as required to liaise with remote teams in other regions.
• Act as 2IC in the absence of the Application Support Manager.

Key attributes include:

• Demonstrated experience working in an IT service support and delivery role with excellent communication and organization skills, critical thinker, and attention to detail.
• Ability to quickly learn the complexities of IT applications and systems and how changes to current state may affect end users.
• Ability to liaise with third-party to resolve issues. 
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
• Ability to bring structure to problems effectively and drive to practical solutions.
• Demonstrated commitment to quality execution and customer service as evidenced by previous experience and performance track record.
• Demonstrated strong, broad technical knowledge, and the ability to readily understand complex technical environments, components, and processes.
• Research, troubleshoot & resolve application issues, while recording and documenting relevant updates and information.

Experience

• Minimum 7+ years’ application support experience in a leading technical support role for different business applications, ideally in Superannuation and/or Financial Services.
• Previous experience in 1st, 2nd and 3rd leel support roles is desired.
• Technical hands-on knowledge of full software development life cycle, DevOps CI/CD pipeline, deployment tools (i.e Octopus).
• Proficient in application monitoring platforms (i.e Site 24x7, Datadog, Splunk) in hosted on-prem and cloud environments.
• Knowledge of programming languages .Net, SQL Server, and cloud infrastructure AWS, Azure.
• Knowledge of program coding techniques, file access methods, testing techniques and documentation methods.
• Knowledge of architecture and infrastructure required to support cloud-based applications.
• Deep understanding of service management principles, frameworks, and best practices to ensure the efficient and effective delivery of services incident management, problem management, change management, and service level management.
• Prior experience and working knowledge of ITIL & ITSM tools (i.e Jira, ServiceNow).

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.