senior technical support engineer

Job Description

Application Support Analyst - Reconciliation Systems We are seeking a proactive and technically capable Application Support Analyst to join our reconciliation support team. This role is essential in ensuring the ongoing reliability, performance, and support of our reconciliation platform. While not directly involved in performing reconciliations, the successful candidate will be responsible for monitoring system health, supporting operational users, and overseeing critical overnight processes. This role will suit someone with a strong background in technical business support, who understands reconciliation processes and has hands-on experience managing system-related issues in a production environment. Role Overview The Application Support Analyst will be responsible for: Monitoring the health and performance of the reconciliation application. Providing first-line support (L1) for business queries and issues. Overseeing and managing overnight batch jobs, ensuring timely and successful completion. Investigating and escalating system errors, performance alerts, and job failures. Collaborating with operational users to troubleshoot and resolve day-to-day issues in a timely and efficient manner. Assisting with the configuration and standing data setup as needed for ongoing support and minor enhancements. Key Responsibilities Application & Batch Monitoring Proactively monitor application logs and dashboards to ensure system health. Track and investigate alerts, failures, and performance issues from scheduled batch jobs and overnight processes. Liaise with technology teams to escalate unresolved issues. L1 Business Support Act as the first point of contact for operational teams for system-related queries. Provide timely support for reconciliation issues, configuration queries, and exceptions. Maintain support documentation and incident logs for recurring issues. Issue Troubleshooting & Resolution Perform initial triage of system and data errors. Work with development or infrastructure teams to resolve complex or recurring issues. Assist with incident reporting and root cause analysis. Configuration Support Support minor changes to standing data or system configurations in response to business needs. Ensure configuration changes are tested and documented in line with control standards. Support required in different time zones Key Skills & Attributes Good grasp of financial reconciliation systems and business processes. Ability to interpret log files and trace issues through data and configuration. Strong communication skills, with the ability to bridge between technical teams and operational users. High attention to detail, organized, and capable of prioritizing under pressure. Preferred Experience 2-3 years in a business or technical support role, preferably within financial services. Experience in system error handling, incident management, and batch job monitoring. Familiarity with CASS reconciliation processes and regulatory expectations. Experience supporting UAT phases and managing small-scale configuration changes. Knowledge of reconciliation platforms or other finance based systems