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Application Support Engineer

Job LocationLondon
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

BSL is a company within the LSE Group that provides services across all group companies. The Applications and Technology Operations department within BSL provides level 1 and level 2 technical support for the business applications operated by BSL.Within the Applications and Technology Operations department the Trading Application Support team is responsible for the provision of 2nd line application support for several equities and derivatives markets operated by the London Stock Exchange Group. This includes the equities markets for LSE, Turquoise and Oslo Bors, derivatives markets for LSE and Oslo Bors and, additionally, clearing for the Vienna equities market. The trading systems include the ultra low latency Millennium IT based Exchange platform, Cinnobers TradExpress platform and the SOLA derivatives platform. In addition there are surveillance platforms, Millennium Surveillance and Scila, as well as the Millennium market data system called Group Tickerplant.The Trading Application Support team is made up of 7 team members based in London and 16 team members based in Colombo, Sri Lanka. Most collaboration outside the department is with project and product managers based in London, development teams based in Sri Lanka and Italy and test teams based in Russia. We also work closely with Network, Unix, Windows and Database support teams with members in London, Bucharest, Sri Lanka and the US.The Sri Lanka team provides on site cover on shifts running from approx. 1am through to 5pm. The London team provides on site cover on shifts running from 7:30am through to 6pm. Outside of these times and during weekends on-call support is shared between the Sri Lanka and London teams.The aim of the role is to proactively prevent and resolve issues that may impact these services and to provide reactive support in a mission critical type environment. The ideal candidate will possess a broad skillset covering application support with some exposure to scripting, automation, release management, systems administration and Oracle databases. The role is most suited to candidates willing to embrace a demanding and varied but balanced and flexible work pattern, which would include covering on-site shifts, participating in the 24x7 on-call rota and supporting weekend testing according to project requirements.In addition to the above a large part of the role is project based, including playing a key part in on-boarding new applications, upgrading existing systems and implementing the integration into the operations architecture toolset.Key Responsibilities

  • Provide Level 2 technical advice and risk assessment based on knowledge of applications, databases and system software
  • Ensure that all operational responsibilities are performed including monitoring systems and deploying releases
  • Provide effective escalation and resolution of issues and problems to stakeholders
  • Gain an in depth knowledge of the units processes
  • Act as the operations SME for one or more of the supported applications
  • Take ownership of operational live service issues and drive their resolution in order to reduce the number of recurring technical issues
  • Manage the implementation of change without adverse impact to continuity of service, adhering to existing change policy and processes, liaising with other business and technical teams
  • Ensure changes are correctly impact assessed and implemented
  • Train level 1 team to perform an adequate level of triage for application issues
  • Write and maintain support documentation, service models, incident management processes, technical specifications and user guides.
  • Collaborate with other IT teams across the organisation in order to create common standards
  • Proactively identify operational risks. Provide short term solutions whilst tracking long term resolution.
  • Identify and implement operational improvements for processes, performance and reliability
  • For any supported interfaces develop an understanding of how they all interact
  • On-board new applications and integrate them into the operations architecture
  • Provide impacts and implement the necessary changes to the operations architecture toolset
  • Work closely with project teams to ensure operational requirements are met and changes impacted and implemented
  • Provide input for change planning
  • Provide input to architectural design for network, infrastructure, database and applications
  • Support development changes, providing accurate estimates for time and capital costs, attending project meetings and analysing impact for proposed project work and meeting deadlines
  • Develop an understanding of procedures and SLAs for supported services.
  • Invoke level 3 support requests, manage their progression and provide input from an operational perspective
  • Aid business representatives to write clear requirements for any new processes or software changes and provide designs in order to meet those requirements.
  • Candidate Profile
  • Experience in Linux operating systems
  • Strong BASH scripting knowledge - any additional scripting knowledge beneficial, particularly Python
  • Experience with automated deployment and configuration management systems such as Puppet or Ansible
  • SQL scripting experience
  • Pro-active approach to learning about and adapting to new technologies
  • Application knowledge and experience preferably gained within a mission critical support environment
  • Proven ability to identify and implement process improvements and automation
  • Appreciation of the business processes and their importance
  • Excellent verbal and written communication skills
  • Proven ability to share information and work individually or as part of a team to solve problems
  • Educated and holding a degree level qualification (preferably in an IT discipline)
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