Application Management Associate - Back Office Support Analyst

Who we are

United by a sense of purpose towards our customers – to be a trusted partner for the long-term – and our universal banking platform in EMEA, SMBC Group has an international growth agenda and award-winning products, meaning we provide exciting opportunities to work on a diverse range of projects and initiatives. We deliver a full suite of corporate finance products and solutions to our customers as well as investment banking and advisory services, and a range of innovative solutions in global capital markets. Read on to find out how you could enhance your skills and gain valuable experience, by joining us to support our clients transition to a sustainable future.

Role Summary

Role Description

Production Support and Service Delivery

• Provide day-to-day application and production support, including incident investigation, service requests, production checks, batch monitoring and user queries.
• Take ownership of assigned issues through investigation, communication, escalation, resolution and closure.
• Support major incidents by completing technical analysis, sharing clear updates and coordinating with relevant support teams and vendors.
• Contribute to root-cause analysis and the implementation of sustainable fixes for recurring issues.

Change, Release and Environment Support

• Follow incident, problem, change, release and service-management processes and maintain accurate records.
• Support changes and releases across production and lower environments, including testing, implementation, validation and post-change checks.
• Work with infrastructure, development, product and vendor teams to resolve issues and maintain stable platforms.
• Maintain application support procedures, knowledge articles, operational guides and application records.

Projects and Production Readiness

• Provide Application Management input to projects, upgrades and technical initiatives as assigned.
• Support the controlled transition of new or changed services into production, including documentation, monitoring, training, access, resilience and escalation arrangements.
• Highlight operational risks, support gaps, dependencies and capacity concerns to the Team Lead.

Governance, Risk and Resilience

• Support internal and external audit requests by gathering complete and accurate evidence within agreed timescales.
• Complete access reviews, control activities, remediation actions and other technology risk or compliance tasks.
• Participate in disaster recovery exercises, resilience testing and service continuity activities.
• Identify opportunities to improve monitoring, automate manual activities and standardise support processes.

Stakeholder and Vendor Engagement

• Build effective working relationships with Back Office business stakeholders, support teams, project teams and vendors.
• Coordinate vendor incidents, service requests and technical queries, tracking actions through to completion.
• Provide clear and timely updates on incidents, service risks, changes and assigned activities.

Team Contribution and Development

• Participate in the operational rota and planned out-of-hours activities as required.
• Share knowledge, contribute to cross-training and provide support to colleagues during periods of high demand.
• Manage personal priorities effectively and seek guidance where risk, urgency or competing demand requires escalation.

Knowledge, Skills, Experience

Essential

• Experience in Application Management, Production Support, technology operations or a comparable technical support environment.
• Understanding of incident, problem, change, release and service-management principles.
• Experience investigating application or production issues and working with technical teams to restore service.
• Understanding of batch processing, system interfaces, monitoring and operational controls.
• Ability to manage assigned work, follow procedures and escalate risks or issues appropriately.
• Clear written and verbal communication skills, with the ability to work effectively across business, technology and vendor teams.
• Strong analytical, problem-solving and organisational skills.
• Commitment to accurate documentation, knowledge sharing, continuous learning and service improvement.
• Willingness to participate in rota coverage and planned non-standard-hours support where required.

Desirable

• Experience supporting Capital Markets, financial services or Back Office processes and applications.
• Knowledge of Operations, Middle Office, Reconciliations, collateral, post-trade processing, regulatory reporting or Compliance.
• Understanding of financial products and markets, including Fixed Income, Equities or Derivatives.
• Experience with Windows or Linux servers and working knowledge of MS SQL or Oracle SQL.
• Exposure to ServiceNow, JIRA, Confluence, AutoSys, Splunk or PowerShell.
• Experience supporting vendor engagement, audit activities, technology controls, disaster recovery or operational resilience.
• Experience supporting projects, application upgrades or the transition of services into production.

Relevant Application and Tool Exposure

• Business applications may include Gloss, IntelliMatch, Message Automation, S&P GRRS, DUCO, Suade, DTCC GTR, UnaVista and other Back Office platforms.
• Support tools may include AutoSys, Splunk, PowerShell, ServiceNow, JIRA, Confluence and Microsoft 365.

What we offer

For all the expertise and experience you bring to help us make a difference, it’s only sustainable if we support you to build your career and be your best self so we offer competitive company benefits, centred around promoting positive well-bring and work-life balance. We also believe in fostering a diverse and inclusive work environment, where all team members perspectives and contributions are valued. Initiatives in place which promote a diverse and inclusive culture and healthy work life balance include hybrid working, Sport & Social Clubs and Diversity and Inclusion networks.

As an employee of SMBC you have access to a host of both useful and exciting benefit offerings. See below some of the benefits on offer to you:

• Hybrid and flexible working
• Competitive paid leave days
• Benefits to support your physical wellbeing, including private medical insurance and life and invalidity insurance
• Various policies to support your mental wellbeing, including a robust behavioural health network with counselling and coaching services
• Access a wide range of learning and development opportunities and career progression opportunities
• Ambitious remuneration package

So, if you like a challenge and want to continuously grow and develop in a role where you will be supported along the way by a dynamic and diverse team, apply today!!