Senior Application Support Analyst

Senior Analyst

Description

About the Role

We are seeking an Application Support professional with passion for learning, problem-solving, and collaborating closely with the business to resolve day-to-day technical issues. This role requires strong communication skills, hands-on technical expertise, and the ability to work effectively across both business and technology teams. You will have the opportunity to innovate processes and triage issues by leveraging AI tools and technology.

In this position, you will play a critical role in incident management, root cause analysis, and the continuous improvement of support processes. You will work closely with developers to debug issues, identify recurring problems, and recommend strategic investments aimed at reducing support costs and improving system stability.

Key Responsibilities

Production Support & Incident Management

• Serve as a main point of contact to help users quickly and effectively resolve application and system issues

• Manage and oversee support tickets, ensuring timely resolutions and proper escalations.

• Perform start-of-day checks to ensure that all systems are operational before the trading day begins.

• Participate in incident triage, root cause analysis, and post-incident reviews

• Identify recurring issues and collaborate with engineering teams to implement permanent fixes.

Technical & Engineering Collaboration

• Debug application code and determine where changes are required to resolve root causes

• Work closely with developers, QA, and infrastructure teams to address production issues 

• Utilize tools to execute configuration changes, entitle users, and modify production data when needed

• Support software releases and participate in management processes

• Leverage AI processes to enhance and expedite debugging.

Automation, Tools & Process Improvement

• Utilize AI and technologies to develop tools that automate repetitive support tasks, improve efficiency, and reduce operational risk 

• Create and maintain runbooks hooking using runbooks and diagnostic procedures for faster issue resolution

• Track and analyze support metrics to identify opportunities to reduce support costs

Documentation, Training & Governance

• Create and maintain user documentation for applications and business processes

• Ensure Business Continuity Plans (BCPs) and backup procedures are tested and up to date

• Promote best practices in incident management, operational excellence, and system reliability

Basic Qualifications

• Ability to read, understand, and debug code (Java, C++, or Python)

• Strong verbal and written communication skills with the ability to work across business and technology teams

• Knowledge of software release processes and change management

• Ability to multitask, manage multiple stakeholders, and work effectively in a fast-paced environment

• Willingness to perform support as a primary role and take ownership of production stability

• Knowledge of AI tools and integration aspects

Preferred Qualifications

• Knowledge of supporting trading desks at large investment banks or financial institutions

• Knowledge in Site Reliability Engineering (SRE) or production engineering roles

• Strong proficiency with Excel and data analytics for trend and incident analysis

• Hands-on experience with object-oriented programming languages

• Good to have knowledge of Fixed Income products, including Interest Rates, Credit, and Foreign Exchange

Technical Skills

• Unix / Linux

• SQL

• Shell Scripting

• Incident Management tools and processes

• Knowledge of AI Tools & latest trends

About eClerx

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

About eClerx Digital

eClerx Digital is the trusted partner of choice to many of the world’s largest global brands for creative production, e-commerce/web operations, and analytics and insights services. We help clients maximize the results of their digital activities across the customer journey. Global industry leaders partner with us to cost-effectively scale their digital activities by leveraging our highly skilled blended resource model.

To know more about us, visit https://eclerx.com

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

A Trusted Innovation Partner, Delivering Business Results | eClerx

eClerx is a global leader in productized services, enhancing business outcomes through technology, Artificial Intelligence, and deep domain expertise.