Lead Application Support Engineer

2 months ago

Melbourne, Victoria, Australia SS&C Technologies Holdings Full time
Job Title: Lead Application Support Engineer

Job Summary:

The Lead Application Support Engineer is a critical role within our team, responsible for providing technical leadership and support to a team of application support engineers. This position ensures seamless operation of our services for all SS&C Australia Managed Service Platform (MSP) customers.

Key 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.

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 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 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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