Support Engineer – Incident Management, Automation & Monitoring in Banking & Financial Services

Job Summary

Synechron is seeking a skilled Application Production Support Engineer to ensure high availability and operational stability of critical business applications within the banking and financial services environment. This role involves managing production incidents automating operational tasks with Python and supporting system monitoring and troubleshooting efforts. The ideal candidate will work closely with cross-functional teams to maintain service reliability optimize performance and implement best practices in support operations.

Software Requirements

Required:

• Hands-on experience with Jira ServiceNow TWS or similar ITSM/workflow tools (3 years)

• Basic scripting experience in Python for automating operational workflows (preferred)

• Strong debugging log analysis and problem isolation skills in distributed production environments

• SQL knowledge: ability to write and understand queries for data analysis and troubleshooting (3 years)

• Experience managing production incidents outages and support communications

Preferred:

• Monitoring and observability tools: Splunk Grafana Prometheus (familiarity preferred)

• Exposure to Cloud platforms such as AWS or Azure (basic understanding)

Overall Responsibilities

• Provide end-to-end support for critical banking and financial applications including batch and online processes

• Troubleshoot and resolve system incidents with minimal downtime analyzing root causes and implementing fixes

• Manage incident escalations and collaborate with multiple teams to ensure timely resolution

• Develop and maintain automation scripts in Python to streamline operational activities and reduce manual efforts

• Monitor system health via dashboards and alerting tools ensuring proactive issue detection

• Document operational procedures incident resolution steps and best practices for knowledge sharing

• Participate in incident reviews and support post-incident analysis for continuous process improvement

• Support deployment capacity planning and system upgrades to maintain high availability

• Collaborate with infrastructure application and security teams to improve system reliability and security controls

Technical Skills (By Category)

Scripting & Automation (Essential):

• Python scripting for automating operational tasks and incident response (3 years)

Support Tools & Platforms:

• Jira ServiceNow TWS or similar support/monitoring frameworks (3 years)

Monitoring & Logging:

• Basic familiarity with Splunk Grafana or Prometheus (preferred)

Databases & Data Management:

• SQL for database troubleshooting and data validation (3 years)

Cloud & Infrastructure (Preferred):

• Basic knowledge of AWS or Azure cloud services supporting production systems

Incident & Support Management:

• Experience managing support tickets incident escalation and root cause analysis

Experience Requirements

• 3 years of experience in application support or operations within financial services or banking environments

• Proven ability to troubleshoot complex distributed systems and support high-availability applications

• Experience in automating operational workflows and incident resolution processes

• Exposure to monitoring logging and performance trending tools

• Prior experience supporting production systems in regulated industries such as banking or finance is preferred

Day-to-Day Activities

• Monitor live production systems to detect and troubleshoot issues promptly

• Develop update and run automation scripts to streamline incident management and operational workflows

• Investigate incidents perform root cause analysis and implement corrective actions

• Collaborate with infrastructure development and support teams to prevent recurring issues

• Attend daily support meetings prepare incident reports and contribute to post-incident reviews

• Maintain support documentation runbooks and escalation procedures

• Support platform upgrades system patches and capacity planning activities

• Contribute to automation initiatives to improve operational efficiency and reduce manual intervention

Qualifications

• Bachelors degree in Computer Science Information Technology or related field

• 3 years of experience in application support incident management or operations

• Basic scripting knowledge preferably in Python or shell scripting

• Familiarity with support management tools such as Jira and ServiceNow

• Experience supporting mission-critical applications in the banking or financial services sector is a plus

Professional Competencies

• Strong analytical and troubleshooting skills for complex incident resolution

• Effective communication skills for cross-team collaboration and stakeholder updates

• Ability to prioritize workload efficiently in a fast-paced environment

• Proactive attitude towards automation and operational improvements

• Attention to detail documentation and adherence to support standards

• Willingness to learn new tools support processes and industry best practices

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.

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