Lead Application Support Analyst
Location: Philippines - Ecoprime Building - Taguig City
Shift: Mid shift aligned with UK/EMEA timezone
Onboarding: First month fully onsite; then hybrid 3 days onsite per week
Role Overview
The candidate will be focused on day-to-day support and implementation of trading systems, documentation and creation of new tools. The candidate will need to maintain and develop internal customer relationships. The candidate will take system design direction from senior engineers and senior development staff.
Role Responsibilities
- Monitors and oversees all trading application functionality and the performance of system environment.
- Acts as second level support that troubleshoots incidents and requests escalated by the business.
- Caters to installation requests coming from QA and Development groups that range from bug fixes, upgrades and enhancements of trading applications in accordance with established and documented baselines, policies and procedures.
- Builds up the trading application with all the required third party tools and application in staging and production environments.
- Writes scripts using Shell, Perl, Powershell and SQL to automate installation, monitoring and gathering of relevant data that serve as tools to check the health of the system.
- Creates documentation that describes application setup and procedure on how to accomplish a task (Runbooks for installation procedure, Remedies to Known Application Problems and Trouble Shooting Steps).
- Attends meetings and conference calls that discuss production issues, scheduled production change or upcoming projects.
- Manage and perform Changes through the Change lifecycle. Submits request and change control forms to document the change done in both Non-Production and production environments. Follows up the status of each request until it is completed.
- Acts as Senior Analyst within the team that serves as an internal escalation of the junior team members and handles major projects. In effect serves as Deputy to the Regional Team Lead.
- Responsible for managing the ticket queues and delegates to team members where appropriate and ensure shift handovers are managed accurately.
- When on a shift that the Team Lead is Not on, undertake responsibility for the running of the team during this shift pattern. Manage the team's shift schedule, approve of request and change in ServiceNow, attend to the urgent requirement of management and business regulatory, and attends to the meeting that the team lead has required the deputy to attend.
- Understanding and evidence of following the ITIL Framework support model for Change, Incident, Request and Problem management
Experience / Competences
Essential
- Minimum 8 years of relevant application support or SRE experience.
- Windows Server operating systems and/or Unix / Linux – Preferably power user level
- Leadership: Proven ability to lead shifts, mentor junior staff, and command the floor during critical incident bridges.
- Core Technologies: Deep, hands-on expertise in AWS, Linux/Unix (Power User level), and complex API troubleshooting.
- Problem Solving & Observability: Mastery of deep-dive Root Cause Analysis (RCA) and enterprise Monitoring/Observability tooling.
- SQL (T-SQL, SQL Server Management Services)
- Working knowledge of networking tools (e.g. ssh, sftp, traceroute)
- Shell Scripting (PowerShell, Bash, Perl)
- Strong grasp of Change management process
- Demonstrate strong experience in Monitoring / Observability tooling
- Strong grasp of ITIL based support process. Incident escalation etc
- Strong analytical and problem-solving skills as well as documentation skills, to include solid experience in deploying software and writing functional procedures
Desired
- Automation tools (Ansible, TFS, Jenkins)
- Knowledge of HTML, Javascript and CSS preferred
- Some experience with SQL language and Databases a major plus
