GDS Consulting_Senior Application Support Specialist

At EY youll have the chance to build a career as unique as you are with the global scale support inclusive culture and technology to become the best version of you. And were counting on your unique voice and perspective to help EY become even better too. Join us and build an exceptional experience for yourself and a better working world for all.

Application Support Specialists

The opportunity

We are building a team of L2 Technical Application Support Center in Manila. The candidate will be required to
perform technical production support activities on in-scope applications. Scope of production activities include
but are not limited to: Incident Management Problem Management Service Request Management and Service
Management.

Please review the list of responsibilities and qualifications. While this is our ideal list we will consider candidates that do not necessarily have all the qualifications but have adjacent and/or sufficient experience.

Your key responsibilities

Act as a point of contact between the client and the application support center
Monitor jobs production processes systems availability latency and overall system health
Create Incidents / Service Requests /Problem ticket and assign to teams
Create application incident reports
Perform initial analysis and resolution for the layers defined in scope
Establish understanding of application platform layers defined in scope
Analyze identify issues conduct investigation of functional/technical bugs service failures operational
problems and provide acceptable workaround or resolutions to identified issues/defects
Escalate further to L3 within a reasonable period with analysis and findings
Triage resolve and conduct RCA
Handle major incidents and joined SWAT calls
Identification classification prioritization and remediation of system issues
Produce reports on defect/problem reporting data
Build tools or establish processes to quickly triage issues and discover failures across the technology stack
Analyze service performance and implement adjustments to mitigate risk and/or prevent issue recurrence
Create and update support knowledge database
Lead the documentation process for overall application support

Common Responsibilities and Expectations

Work and closely collaborate with client teams (business and IT) as well as 3rd party vendors on a regular
basis
Provide responses to functional / technical queries
Perform periodic application maintenance
Participate and provide support on various application migration activities
Propose and/or participate in any support team continuous improvement initiatives and implement these
improvements as needed
Understand the use of service delivery metrics
Monitor and report on regular production activities which are subject to Service Level Agreement (SLA) or
Operational Level Agreement (OLA) such as job activity transaction processing network activity database
activity

Skills and attributes for success

Ability to work in a fast-paced production environment
Excellent analysis and troubleshooting skills
Ability to work independently and as part of a team with minimum supervision
Understanding of software development lifecycle and best practices
Excellent communication skills (written and spoken English)
Ideally has experience in working for large Financial Services client
Keen attention to detail
Have exposure to working in shifts (APAC and EMEA) and/or weekend shift/on-call support
Has successfully demonstrated domain of most skills and technologies on several relevant projects
Exposure to various job and process monitoring tools

To qualify for the role you must have:

Must Have:
Strong experience in software engineering with a focus on Unix/Linux Java environments
Proficient in Java and able to go into code to investigate and fix issues
Strong scripting skills in Shell Bash or similar can read scripts or do scripting and know the key commands
Hands-on experience with Azure services like Azure VMs Azure Functions Azure storage App Services Azure Key Vault Azure monitor Log analytics and network watcher
Good understanding of MQ/Kafka
Able to create/update SQL queries to analyze/extract data
Experience with tools such as Control-M or similar for job monitoring
Good knowledge of APIs
ServiceNow or similar ticketing tool
Knowledge of Derivatives or Equity Trade is preferred
ITIL Processes (Incident/Change/Problem Management)
Education: Bachelors or Masters degree in Computer Science Information Technology or related field

Nice to have:
Configuration of Dynatrace or any monitoring & observability tools
Azure DevOps or Github Actions
CI/CD tools (Azure Devops Jenkins etc.)
Alteryx or similar technology

What we look for

We look for people who demonstrate drive vision and determination and are passionate about helping our clients
achieve their goals. We look for high performers who consistently deliver quality work while continually looking for ways to improve.

We want people who understand the challenges of working in a professional services environment and are focused
on achieving and delivering the best for our clients. We want people who have a clear sense of personal and
professional accountability and know how to build relationships by doing the right thing.

What working with EY offers

Support coaching and feedback from some of the most engaging colleagues around
Opportunities to acquire new knowledge and skills to progress your career
Engaging culture that promotes work-life balance and personal effectiveness

About EY

As a global leader in assurance tax transaction and consulting services were using the finance products
expertise and systems weve developed to build a better working world. That starts with a culture that believes in
giving you the training opportunities and creative freedom to make things better. Whenever you join however
long you stay the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above please contact us as soon as possible.

Join us in building a better working world.

Apply now.

EY Building a better working world

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Working across assurance consulting law strategy tax and transactions EY teams ask better questions to find new answers for the complex issues facing our world today.