Lead Application Support Analyst

• Core US Banking Application Support: Provide level 2/3 support for core banking applications, including troubleshooting, issue resolution, and root cause analysis.
• Banking Systems Knowledge: Demonstrate in-depth knowledge of banking systems, including core banking, payments, Loan servicing, and risk management.
• Optimize SQL queries, PS Queries, and database scripts for performance tuning and reporting.
• Design and implement solutions for application support model and analyse bugs/develop fixes for Core Banking Solution by collaborating with Engineering and Product functions.
• Troubleshoot and resolve customer problems of a complex nature such as code defects, product configurations (files or data), networking, platform, third party communications, configuration or modifications in database tables
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practices (in other areas, teams, companies, etc).to solve problems creatively and effectively. Working experience with companies like FIS, Fiserv, Jack Henry or any 3rd party vendors is a plus. (add exec escalations)
• Identify and build SMEs. Have 1-1 with team members on a regular basis to help them with their cases/escalations/backlogs
• Strong technical writing skills to produce clear, detailed incident reports, solution documentation, and customer-facing updates.
• Ability to manage complex projects with extreme attention to detail, data accuracy, and control rigor.

EXPERIENCE AND KNOWLEDGE - What you bring:

• Must have 8+ years of experience, or 6 years with a masters degree
• Working experience with Unix/Linux , Cloud Technology - AWS/Azure.
• Advanced Experience with Python, Shell and other scripting languages
• Demonstrated success in driving DevOps practices and implementing CI/CD pipelines using tools like Jenkins, Bitbucket, and GitLab. Knowledge on Splunk, Snowflake,
• Hands on and architectural experience working advanced SQL queries, log analysis, understanding Database related errors and debugging the logs
• CRM/Ticketing knowledge experience - Salesforce, Jira, Confluence
• Good to have working experience on Monitoring tools like, Cloud Watch, Logic Monitor, Grafana
• Demonstrated ability to lead a team of professionals, providing guidance, mentorship, and fostering a collaborative work environment.
• Should wear the Technical Leadership cap and act as the technical lead for backend development projects, providing architectural guidance and strategic direction.
• Work closely with international teams and stakeholders across different time zones.
• Expertise in leveraging AI and other emerging technologies to transform support experiences and efficiencies.