L2 Support Engineer (Back Office Operations & Enterprise Application Support)
L2 Support Engineer (Back Office Operations & Enterprise Application Support)
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Job Description
Job Summary
Synechron is seeking a skilled L2 Support Engineer to join our Enterprise Delivery Support Team. This role is pivotal in providing advanced back-office operational and application support ensuring smooth functioning of critical financial systems. The candidate will handle incident management troubleshoot complex issues and collaborate across teams to uphold system stability and performance. This position contributes directly to operational excellence risk mitigation and continuous service improvement in a dynamic financial environment.
Software Requirements
Required Software Skills:
- Windows Administration: Proficiency in managing troubleshooting and configuring Windows OS environments.
- Unix/Linux Administration: Experience in server management scripting and issue resolution.
- SQL: Ability to write execute and troubleshoot SQL queries and scripts.
- Incident Management Tools: Experience with ITSM platforms such as ServiceNow or JIRA.
- Version Control: Familiarity with version control systems like Git.
- Release Management Tools and Practices (CI/CD tools deployment workflows).
Preferred Software Skills:
- Monitoring and Batch processing tools.
- Automation scripting (PowerShell Python).
- Networking tools for troubleshooting infrastructure issues.
Overall Responsibilities
- Provide Level 2 support for back-office applications and infrastructure resolving incidents and service requests.
- Troubleshoot issues across Windows and Unix/Linux environments including system configuration user access and application errors.
- Perform root cause analysis to identify underlying issues and recommend solutions.
- Collaborate with cross-functional teams to ensure timely incident resolution and system stability.
- Maintain and update documentation including runbooks workflows and troubleshooting guides.
- Manage change deployments version updates and releases in coordination with release management teams.
- Monitor system performance analyze logs and perform trending analyses for proactive issue detection.
- Support ongoing process improvements and automation initiatives to enhance operational efficiency.
- Ensure compliance with organizational policies security protocols and industry standards.
Strategic objectives:
- Maximize system availability and performance.
- Minimize incident recurrence through effective RCA.
- Support continuous improvement in operational processes.
Performance outcomes:
- Reduced incident resolution times.
- Accurate and comprehensive documentation.
- Successful deployment of system changes with minimal disruptions.
Technical Skills (By Category)
Programming Languages:
- Required: SQL (for data troubleshooting)
- Preferred: PowerShell Python (for scripting and automation)
Operating Systems & Infrastructure:
- Essential: Windows Server UNIX/Linux server management
- Preferred: Knowledge of cloud infrastructure services (AWS Azure)
Databases/Data Management:
- Experience in SQL query writing and troubleshooting
Cloud Technologies:
- Familiarity with cloud-based deployment and troubleshooting (Azure preferred)
Frameworks & Methodologies:
- ITSM tools (ServiceNow JIRA) for incident and change management
- Continuous Integration/Continuous Deployment (CI/CD) best practices
Development Tools & Methodologies:
- Version control systems (Git)
- Agile/Scrum practices for collaborative workflows
Security Protocols:
- Basic understanding of security best practices in system management
Experience Requirements
- 3 to 7 years of relevant experience in back-office operations application support or infrastructure support roles
- Hands-on experience supporting financial trading capital markets or similar domains is preferred
- Proven capability in troubleshooting Windows and Unix/Linux environments in real-world settings
- Experience with incident and change management processes
- Familiarity with batch processing systems and tools
- Exposure to capital markets workflows and systems (preferred but not mandatory)
Alternative experience pathways:
Candidates with extensive support backgrounds in enterprise environments demonstrating strong troubleshooting and technical skills may be considered.
Day-to-Day Activities
- Monitor and manage incidents escalation and resolution within agreed SLAs
- Troubleshoot and resolve complex application and infrastructure issues
- Collaborate with Tier 1 support development infrastructure and vendor teams
- Conduct RCA investigations for recurring problems
- Assist with system deployments updates and configurations
- Analyze logs and performance metrics to identify issues proactively
- Document procedures solutions and system configurations clearly
- Participate in shift rotations working hours from 11:00 am IST to Midnight IST
- Attend daily stand-ups incident reviews and project meetings
- Drive continuous process improvements and automation initiatives
Qualifications
- Bachelors degree in Computer Science Information Technology or related field; relevant experience equally valued
- Certifications such as Microsoft Certified Linux Professional Certifications ITIL Foundation or similar are preferred
- Training in incident management troubleshooting and support best practices
- Commitment to ongoing professional development in enterprise support and infrastructure management
Professional Competencies
- Strong analytical and problem-solving abilities
- Excellent communication skills for technical and non-technical stakeholders
- Ability to prioritize and manage time effectively during peak periods
- Adaptability to shift work and unexpected incident escalations
- Collaborative mindset and excellent team engagement
- Continuous learning attitude to keep pace with evolving technologies
- Customer-centric approach with empathy and a focus on user satisfaction
SYNECHRONS DIVERSITY & INCLUSION STATEMENT
Diversity & Inclusion are fundamental to our culture and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity Equity and Inclusion (DEI) initiative Same Difference is committed to fostering an inclusive culture promoting equality diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger successful businesses as a global company. We encourage applicants from across diverse backgrounds race ethnicities religion age marital status gender sexual orientations or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements mentoring internal mobility learning and development programs and more.
All employment decisions at Synechron are based on business needs job requirements and individual qualifications without regard to the applicants gender gender identity sexual orientation race ethnicity disabled or veteran status or any other characteristic protected by law.
Employment Type
Full-Time
