L1 Platform Application Support

Roles and Responsibilities :

• Provide level 1 support of our trading and non-trading systems.
• Must be willing to work in a shift Rota including Weekends.
• Incident & Problem Creation – create incident and problem tickets within system.
• Incident Liaison – update incident system & Business with development.
• Incident Support – Work with technical Teams and business to help document post recovery steps, processes and Playbooks.
• RCA Support & Monitoring – work with Incident Manager to get RCAs completed and tracked.
• Incident Reporting – Help Pull Incident statistics on a weekly, monthly and Ad hoc basis.
• Document outages along with taking active role in Incident Management and interact with Level 2 Team for issue escalation.
• Monitor health and status of the platforms to ensure stable work of services and performance as expected.
• Develop and maintain technical support documentation
• Investigation of user queries via log file and process interaction, e.g. order issues, flow breaks, booking issues and Pricing.
• Escalate urgent problems requiring more in-depth knowledge to appropriate internal or external resources
• Working Closely with Dev Ops, QA, Dev and Infrastructure teams for software and scripts roll outs in using best practices from IT Service Management/ITIL
• Perform daily run book activities and provide daily shift turnover reports.
• Perform post release testing after application upgrades and/or releases when required.
• Interaction with Offshore teams and be able to communicate issues effectively and with clarity.

Problem solving and diagnosis of incidents reported to L1 Team and determination of priority and scope of the issue and appropriate escalation Knowledge and Experience