Application Support Engineer (Windows & Enterprise Applications)

Application Support Engineer (Windows & Enterprise Applications)

Contract 12+ months (Inside IR35)

Hybrid (2 days a week)

Job purpose

• Provide 2nd and 3rd line production operational support for our Business Systems, many of which are critical business.
• Provide remote and on-site support as part of the on-call support Rota. Take a lead role with the delivery of application releases for minor/major projects and programs.

Responsibilities

• Provide remote and onsite and support for our internally developed business critical applications and 3rd Party vendor packages through Dev, UAT Test and Prod. Manage and escalate problems as appropriate.
• Investigate defects or problems; work with the internal teams and external vendors to identify workarounds and support any fixes that are required as part of service improvement.
• Implement changes or fixes to applications. Support other technical changes being made which affect our Business Systems. Follow our Change Management procedure and other standard practices in installing and configuring applications in Test and Production environments.
• Ensure that the BAU Service is prioritized, and all faults, incidents and problems are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place.
• Upgrade or maintain software at a time when the impact to the business is minimized.
• Provide 24/7 on-call cover on a rotational shift basis.
• Participate in regular Disaster Recovery testing activities.
• Create, maintain, and review operational process and support documentation.
• Participate in planned weekend work as required.
• As required, provide representation for Application Support changes at the weekly/daily CAB. Ensure other team’s changes do not have an impact on the delivery of the application services.

Experience / essential and desired for successful job performance

Essential

• Must have strong experience for supporting production applications in an enterprise Microsoft Windows environment.
• Must be familiar with supporting proprietary developed business-critical banking applications in .NET and Java.
• Ability to support web-based applications that run on IIS, Apache Tomcat, etc.
• Working knowledge of SQL database and basic network configuration
• Develop, implement, and maintain advanced automation solutions using Power Shell.
• Strong knowledge of monitoring tools. Dynatrace preferred
• Design and maintain CI/CD pipelines for production-grade software across diverse Windows environments.
• Integrate and manage on-premises Windows infrastructure with cloud-based services, designing hybrid solutions for seamless operations.
• Analyse gaps in current Windows technology solutions and design strategies to bridge them while ensuring compliance with established security and technical standards.
• Implement solutions following RBAC principles, least privileged access, authentication/authorisation protocols, PKI and certificate management and secure networking.
• Experience with ticket systems such as Service Now and a strong understanding of service priorities and SLAs.
• Strong documentation and technical writing skills.
• Ability to plan and implement technical changes without unexpected disruption to the service and with minimal oversight.
• Strong experience of Release Management processes for the deployment of application packages from development through to production environments.
• Strong interpersonal skills with the ability to explain technical automation concepts to non-technical stakeholders.
• Ability to collaborate effectively with Development and other operational support teams to support the service.
• Experience in providing cross-training on application solutions and operational processes to colleagues.
• Knowledge of the ITIL framework (solid understanding of Incident, Problem, Change).

Desired

• Knowledge of Banking systems and related industry standard practices
• Experience of supporting middleware applications such as BizTalk, IBM WebSphere MQ, connect direct etc.
• Linux and Shell scripting

Qualifications / certifications

Essential

• Bachelor’s degree or equivalent
• Prior IT Operational Support experience across business-critical Production infrastructure, applications, and database services.

Desired

• Industry standard IT certification – Microsoft/Linux/AWS
• ITIL certification