Lead Application Support Engineer

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description:

Value Proposition

Responsible for supporting most complex and business critical applications through strong Incident & Problem management process.

Job Details

Position Title: Lead Application Support Engineer

Career Level: P3

Job Category: Manager

Role Type: Hybrid

Job Location: Bangalore

About the Team:

As part of Commercial Bank Application Support Team we are responsible for supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to users.

Key Deliverables

• •Responsible for maintaining & supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to users.
• •Experience in Troubleshoot and rectify application issues, providing progress updates to seniors/stakeholders
• •Drive major incident response, root cause analysis (RCA), and blameless postmortems
• •Monitor Alerts related to applications and provide proactive services
• •Prepare and maintain documentation for all issues and the implemented solutions
• •Clear understanding of the various upstream / downstream dependencies, end to end business process of the applications
• •Perform root cause analysis by reviewing application logs, reviewing data and identify and implement corrective and preventive measures
• •Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
• •Ability to troubleshoot of defects, data errors and configuration problems to determine the origin of application error.
• •Work closely with other operational and support groups and create increased synergies
• •Flexible to work in rotational shifts (24/7) environment
• •Identified automation opportunities and implemented them there by eliminating the manual tasks performed by the team
• •Participate in Functional & Technical KT of the changes planned to production environment and ensuring all related document, diagrams, procedure updated
• •Participate in validating the application changes, upgrade and other infrastructure changes to production environment.
• •Demonstrates good judgment in selecting methods and techniques for obtaining solutions
• •Work on initiatives focused on continuous improvement of the application maintenance & support model and associated processes using appropriate technologies

Skills and Qualification

• •Good exposure to Incident, Request & Problem Management processes with troubleshooting skills and not just coordination.
• •Good working knowledge supporting to JEE & Enterprise Technologies, microservice based applications
• •Hands on experience in writing sql queries
• •Ability to work independently with minimum supervision
• •Must have technical skills and tools knowledge: ServiceNow, Oracle, SQL, Kafka, basics of Unix, Monitoring Tools like Dynatrace, Splunk
• •Understanding of cloud based application, knowledge in AWS, Azure is preferred
• •Good understanding for SRE principles
• •Ability to work with cross functional teams
• •Ability to demonstrate professionalism, enthusiasm, and create a collaborative climate.
• •8+ years of experience as application maintenance & support engineer
• •Preferred to have Financial Domain knowledge
• •Bachelor’s Degree in computer science or related field
• •ITIL foundation certification preferred

Relationships & Collaboration

Partners: Application Support Engineers and cross-functional teams across geographies ( US team)

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.