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 detect 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 service recovery and restoration activities.

• Manage incidents, problems, and changes according to ITIL practices.

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

• Conduct technical and functional validations post-changes to ensure the correct operation of services.

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

• Identify repetitive manual tasks and processes with automation potential.

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

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

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

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

• Enhance application stability and availability through optimization initiatives and incident prevention.

⛳️ 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 in monitoring tools such as Splunk and AppDynamics.

• Log analysis, troubleshooting, and incident diagnosis skills.

• Understanding 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) experience and resolving recurring issues, along with managing and resolving incidents under SLA.

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

• Understanding of microservices in financial environments.

• Desirable: knowledge of Oracle and SQL Server.

• Desirable: experience with Shell Scripting.

• Desirable: knowledge of PowerShell.

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

• Advanced English proficiency, at Cambridge English B2 or EF SET C1 (Advanced) level.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and continuous learning.

• Flexible working hours and the possibility of remote work.

• Health and wellness programs.

• Collaborative and innovative work environment.