Application Support L2 – Markets & Wealth

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Provide second-level support for Markets & Wealth applications, ensuring adherence to SLAs.

• Continuously monitor applications using Splunk and AppDynamics to identify alerts, errors, and potential service impacts.

• Analyze logs, metrics, and application behavior to identify and resolve incidents.

• Investigate recurring incidents and determine the root cause of issues.

• Diagnose failures in applications and technological components within production environments.

• Coordinate incident resolution with Development, Infrastructure, Database, and other technical teams.

• Address critical incidents and participate in recovery and service restoration activities.

• Manage incidents, problems, and changes in accordance with ITIL practices.

• Evaluate changes and implementations to identify risks and minimize production impacts.

• Execute technical and functional validations post-changes to ensure proper operation of services.

• Document incidents, operational procedures, root cause analyses, and lessons learned.

• Identify repetitive manual tasks and processes with potential for automation.

• Analyze alerts, incidents, and metrics to uncover opportunities for improvement and reduce operational burden.

• Document automation opportunities, considering benefits, impacts, and risk mitigation.

• Collaborate with the SRE team on automation, observability, self-remediation, and resilience initiatives.

• Identify trends and recurring issues to propose continuous improvement actions.

• Enhance the stability and availability of applications through optimization and incident prevention initiatives.

⛳️ Requirements

• 3+ years of experience in Application Support L2, Production Support, or Application Operations.

• Experience supporting applications in high-availability production environments.

• Knowledge and experience in Linux/Unix and Wintel.

• Proficiency with monitoring tools such as Splunk and AppDynamics.

• Log analysis, troubleshooting, and incident diagnosis skills.

• Knowledge of ITIL, particularly in Incident Management, Problem Management, and Change Management.

• Familiarity with ticket management tools like ServiceNow, Remedy, Jira, or equivalents.

• Root cause analysis (RCA) and resolution of recurring issues, as well as incident management under SLA.

• Knowledge of Markets & Wealth, including Fixed Income, Equities, Foreign Exchange (FX), derivatives, Trade Lifecycle (Front Office, Middle Office, and Back Office), and investment funds.

• Understanding of microservices in financial environments.

• Desirable: knowledge of Oracle and SQL Server.

• Desirable: experience in Shell Scripting.

• Desirable: knowledge of PowerShell.

• Desirable: experience in automating SRE operational tasks, observability, self-remediation, and resilience.

• Advanced English, equivalent to Cambridge English B2 or EF SET C1.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness programs.

• Flexible work arrangements and a supportive work environment.