Lead Application Support Engineer

2 weeks ago

Melbourne, Victoria, Australia SS&C Technologies Full time

Job Title: Lead Application Support Engineer

Company: SS&C Technologies

Job Summary:

We are seeking a highly skilled Lead Application Support Engineer to join our team. As a key member of our support team, you will be responsible for providing technical leadership and support to our customers, ensuring seamless operation of our services.

Key Responsibilities:

  • Deployments using CI/CD pipeline tools (Octopus Deploy, TeamCity, GitHub, git/TFS, PowerShell)
  • Support automation efforts across DevOps tools and Managed Services Platform
  • Incident response for production hosted environments and maintain platform availability
  • Assist with support coverage for DevOps tools and processes
  • Perform technical verification and debugging of applications
  • Perform database queries, troubleshoot database issues, review SQL logs, and manage database sizes
  • Carry out DB backup and recovery and supporting DR/BCP testing
  • Complete 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 SLAs
  • 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 and 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

Requirements:

  • 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 vendors 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, and 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-level 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)

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