Application Support Engineer

Job Position: Application Support Engineer Go Anywhere

Job Type: Full-Time

Company: Wipro

Location: Pune

Experience: 5 to 10+ Years

Responsibility

1. Application Support: Managing application support tickets from initial triage to the closure of the ticket.

2. Collaboration: Work closely with the other teams and colleagues where required to ensure tickets are resolved.

3. Change Activities and Projects: The ability to work on projects and change activities to support the wider Bank change

agenda.

4. Best Practices: Ensuring all application support documentation is updated to ensure all team members are aware of material

to ensure knowledge is shared across the team.

5. Problem Solving: Assist in problem solving and working with the MIM (Major Incident Management) team where issues

become either a P2 or P1 incident.

6. Continuous Improvement: Look at ways of improving the service we deliver as a team to the end business. Be proactive in

suggesting changes in working practices that could improve the business experience and the team ways of working.

7. On-Call & Weekend: Be part of an extended on-call out of hours support rota in the event of issues raised outside of the

normal working day. Provide support where required at weekends as necessary for activities such as DR tests, change validation

and emergency activities.

1. Application Experience: An extensive working knowledge of the following system:

a. GoAnywhere/MFT as a SFTP (Secure File Transfer Protocol) application.

b. Ability to define new projects, resources and new SFTP transfer jobs.

c. Full understanding of the end to end processing using GoAnywhere, in terms of the SFTP job transfers, deletion, copy and

archiving principles.

d. In depth understanding of SSH, PGP encryption and how they are used and implemented.

e. Scripting and manipulation of SFTP jobs.

f. A working understanding of 3rd party vendors such as Bottomline, SWIFT etc.

g. A solid understanding of the payments business.

2. Technical Expertise: A sound technical knowledge of Windows, FTP, SFTP, IP ranges, Firewalls, Service Accounts and general

security set-up. Working knowledge of Cloud based applications is an advantage.

3. Application Support Tools: A good understanding of Service Now, as the tool of choice within Aldermore for triaging and

managing tickets, requests, change requests, problem tickets and used as the golden source of information across Technology.

4. Documentation: Ensure all documentation is updated as part of any initiated change or process update, using KBA

(Knowledge Based Articles) and WIKI pages in Confluence.

5. Certificate Management: A strong understanding in managing the renewal of certificates across the Application landscape

6. Security Vulnerabilities: Ability to work with Aldermore security on security vulnerabilities raised and be able to test fixes

and recommend solutions.

7. Project and Change: Ability to be flexible and work on project initiatives as part of the day job.

8. Problem Solving: Strong analytical and troubleshooting skills, with a methodical approach to problem resolution.

9. Teamwork: Proven ability to work collaboratively in a team environment, contributing positively to team operations and

working relationships. Plus, experience working with different business areas across the organisation.

10. Communication: The ability to work with other teams across the Bank to help resolve issues, this includes NTT, Service

Operations, DR/BCP, and additionally with 3rd party vendors.