Application Support Engineer

Technical Skills:
• Proficiency in troubleshooting and supporting complex Bank enterprise applications, including but not limited to application upgrades, vulnerability management and custom-built applications.
• Advanced knowledge of database management systems SQL Server, SSIS ETL functionality with the ability to re- write complex queries and perform database maintenance tasks
• Strong grasp of network protocols (TCP/IP, DNS, DHCP) and network infrastructure components (routers, switches, firewalls) and security protocols
• Experience with monitoring and diagnostic tools like SolarWinds for proactive system health monitoring and troubleshooting.
• Knowledge of virtualization technologies (VMware, Hyper-V) and containerization platforms (Docker, Kubernetes).
• Familiarity with cloud computing concepts and platforms (Ms Azure DevOps) and experience in supporting and managing applications in cloud environments.
• Minimum of 3 years of hands-on experience in application support or a related role within a large-scale enterprise environment.
• Proven track record of diagnosing and resolving complex technical issues, ensuring minimal impact on business operations.
• Experience in incident management, including ticket triaging, prioritization, resolution, and escalation in accordance with defined SLAs.
• Proficiency in change management processes, including assessing the impact of changes, planning deployments, and executing change implementation.

Communication and Interpersonal Skills:
• Exceptional verbal and written communication skills, with the ability to convey technical information clearly and concisely to both technical and non-technical stakeholders.
• Strong interpersonal skills, including the ability to collaborate effectively with cross-functional teams and build positive working relationships.
• Active listening skills with a customer-centric approach to problem-solving and service delivery.

Analytical and Problem-Solving Abilities:
• Advanced analytical skills with the ability to analyze complex technical issues, identify root causes, and develop effective solutions.
• Strong problem-solving abilities, including the capacity to think critically, troubleshoot methodically, and resolve issues in a timely manner.
• Attention to detail and the ability to prioritize tasks based on business impact and urgency.
• Ability to ensure compliance with regulatory standards and organizational policies in all application support activities, including data handling and security measures.

Documentation Skills:
• Strong documentation skills with the ability to create comprehensive technical documentation, including system configurations, troubleshooting guides, and knowledge base articles.
• Commitment to maintaining accurate and up-to-date documentation to facilitate knowledge sharing and enhance support efficiency.

Highly Desirable Skills:
• 5 years plus experience working in RDBMS environment supporting SQL server/SSIS functionality.
• Experience working with ETL processes and troubleshoot issues relating to data loads.
• Project management skills to coordinate tasks, meet deadlines, and ensure that projects are completed successfully.
• Knowledge of data analysis and reporting tools.
• Understanding of networking concepts for troubleshooting connectivity issues and ensuring application performance

End to end app support:
Dual hats- system integration testing and production post implementation testing, UAT, System administration and server preparedness with light development.
This team supports commercial, consumer and credit operations for the bank - all front end applications
60% of the role is applicaiton maintenance with some light development - patches, upgrades and enhancements
Communcation skills are VERY important as this role is customer facing- business partners are customers
Technology used:
ASP. Net
Java,
C#
Javascript
python
SQL
Visual Studio
MS Azure DevOps
ETL - SSIS