Application Support Engineer

• Provide effective 2nd / 3rd line application support across business-critical systems
• Investigate, diagnose and resolve application incidents and problems
• Manage service requests, assignments and scheduled support activities
• Monitor application availability, performance and throughput
• Communicate clearly with users and stakeholders regarding incidents and resolutions
• Work with third-party suppliers to resolve technical issues and manage escalations
• Support application changes, software releases and testing in line with agreed change processes
• Maintain accurate technical documentation and support procedures
• Participate in disaster recovery activities where required
• Provide guidance and training to colleagues and end users on supported applications
• Ensure security, availability, capacity and service requirements are considered when implementing changes

Technologies:

• Data Warehouse
• Support
• ITIL
• JIRA
• SQL
• Salesforce
• Security
• ServiceNow

• Previous experience in a similar Application Support role within financial services
• Strong understanding of supporting business-critical applications in a structured IT environment
• Experience supporting Figaro, which is essential
• Experience supporting Salesforce
• Experience supporting Microsoft SQL Server / SQL Server Management Studio
• Experience supporting Objectif Lune PlanetPress
• Experience supporting INVU Document Management
• Experience supporting WhereScape / Data Warehouse technologies
• Experience with software release management
• Experience with application testing
• Experience with ITIL-aligned service management
• Experience using an IT Service Management platform such as ServiceNow, JIRA or Ivanti would be highly advantageous
• Customer-focused with excellent attention to detail
• Strong communicator who can explain technical issues clearly to non-technical users
• Highly organised with strong planning and prioritisation skills
• Comfortable taking ownership of issues and seeing them through to resolution
• Confident working with internal stakeholders and external technology suppliers
• Able to identify when an issue needs to be escalated
• Adaptable and open to new technologies, processes and ways of working
• Committed to delivering a high-quality service

We are an established IT team within a leading wealth management organisation in London, working in the wealth management and financial services sector. This is a full-time opportunity with a competitive salary and benefits, offering the chance to support critical applications in a professional IT environment and make a real impact across the business.