Application Support Engineer
Application Support Engineer
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Job Description
The Icon Payments Framework (IPF) provides institutions with faster and more costeffective access to payments through an advanced and highly flexible payments specific platform which seamlessly integrates with core and backoffice banking applications.
This is an exciting opportunity to join our growing Client Support team providing exceptional service to our global financial institution clients. The team provides incident and defect management release packaging and end to end technical support for both applications and SDK solutions. This includes close collaboration with clients Engineers DevOps and Support teams to diagnose troubleshoot and resolve technical issues across diverse system environments.
You are somebody who is a logical thinker with excellent analytical and problemsolving skills whilst having a passion for and proven experience in a client facing environment.
- Experience working in smaller/startup organizations with an agile approach to change management.
- Clear ownership of problems and the ability to work autonomously to ensure resolution.
- Skilled in managing formal incident escalation processes and ensuring governance procedures are followed coupled with a continual service improvement approach.
- Excellent communicator active listener and natural collaborator.
- Experienced with DevOps tools and processes specifically Linux Jenkins Maven and Git.
- Ability to transpose and convey complex technical concepts/issues with simplicity and clarity to technical and nontechnical audiences.
- Experience managing SLAs including tracking response and resolution times reporting on SLA adherence and addressing potential breaches.
- Ability to generate and share performance reports including incident summaries root cause analyses and monthly/quarterly service reviews.
- Provide client facing support on our payments solution application.
- Act as the initial triage point for defects and incidents across differing multiple client infrastructures (server and cloud architectures).
- Provide endtoend ownership of technical product issues including troubleshooting identification of root cause and driving issue resolution.
- Act as the conduit for client application queries and product change requests into Engineering Squads.
- Ensure accurate release notes communicated to client including deployment steps and configuration changes.
- Collate feedback to drive continual product/process improvements.
- Deliver professional customer service whilst performing to agreed Service Level Agreements.
- Deliver incident summaries performance metrics and root cause reports through regular client updates and formal service reviews.
- Establish deep trusted client relationships to understand how the product is used from an end user perspective and prioritise their requirements/issues.
- Measure and monitor progress to ensure application releases are delivered on time as required by the client.
- Experience of using Atlassian Jira and Confluence.
- DevOps experience Kubernetes Docker AWS and Azure.
- NoSQL databases such as MongoDB / Cosmos DB.
- Streaming applications (e.g. Akka Kafka).
- Experience driving change and improvements to a Support process/function.
About You
About Us
Employment Type
Full Time
