Application Support II - ISPL

Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.

As an Application Support II team member in Intelligent Solutions Product Line in CTO,  you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement.

Job responsibilities

• SOW/SOD/EOD checks: confirm manual and automated health checks; reduce manual effort via alerting
• Business user query resolution: triage, communicate, and resolve user issues promptly
• Automation & efficiency: partner with App Dev to script/automate repetitive tasks and implement proactive alerts
• AI/ML: develop and maintain automations and AI/ML use cases (anomaly detection, alert enrichment, intelligent triage, self‑healing) in alignment with firm‑approved tools and controls.
• ITIL practices: incident, problem, change, and release management; RCA and follow‑ups to prevent recurrences
• Exception‑based feed/job monitoring: manage SLAs, liaise with upstream/downstream systems, apply first‑time fixes, escalate to L3/App Dev when needed
• Performance & stability: capture and escalate app performance issues and SLA breaches to ensure timely resolution
• Resiliency: execute disaster recovery and sustained resiliency activities regularly
• Platform operations: support UiPath and Tableau across Windows/Linux (patching, certificates, upgrades)
• Cloud operations: Support for cloud-hosted Apps—monitor/alert, triage with cloud logs/metrics, manage scaling/failover, rotate certs/secrets, validate IAM/network controls, execute changes via pipelines, and escalate provider issues when required.

Required qualifications, capabilities, and skills

• 4 years in time‑critical production/application support or SRE (financial services preferred)
• Strong Windows and Linux troubleshooting skills
• Hands‑on experience with UiPath and Tableau. 
• Proven application of ITIL framework(incident, problem, change, release) and RCA documentation
• Excellent written and verbal communication; stakeholder management under pressure
• Participate in rotational coverage as required

Preferred qualifications, capabilities, and skills

• Operating systems: Windows Server, Linux (RHEL/Ubuntu)
• Monitoring/Observability: Dynatrace, Splunk, Grafana
• Automation: scripting in Python, PowerShell; REST APIs and webhooks (UiPath Orchestrator, Tableau Server APIs); CI/CD tooling; runbook automation and schedulers; JSON/YAML; secure secrets management; basic Ansible for configuration.
• AI/ML: prompt engineering for firm adapted LLMs and agentic chatbots (system prompts, few shot, structured outputs); function/tool calling and orchestration; safety and compliance controls (guardrails, PII redaction, audit logging); model evaluation and monitoring.
• Containers: Kubernetes desired 
• Databases: MS SQL Server, Oracle
• Cloud technologies; networking/security fundamentals (DNS, TLS, proxies, firewalls)
• Platforms: UiPath Orchestrator/Robots, Tableau Server.

Core Skills

• Analytical problem solving and influencing; calm and structured under pressure
• Strong stakeholder engagement; act as single point of contact for escalations and queries
• Self‑motivated, proactive, and able to work both autonomously and in a team
• Commitment to deadlines in a fast‑changing environment; continuous improvement mindset
• Log, analyze, and manage queries/incidents to resolution; understand impact of change in complex environments