Acuity Knowledge Partners is a leading provider of high-value research, analytics and business intelligence to the financial services sector. The company supports over 500 financial institutions and consulting companies through a team of over 2,500 subject matter experts who work as an extension of the clients’ teams based out of various global delivery centers.
We EMPOWER our clients to drive revenues higher. We INNOVATE using our proprietary technology and automation solutions. We enable our clients to TRANSFORM their operating model and cost base.
Job Purpose
As a key member of the support team, the Application Support Engineer is responsible for ensuring the stability and availability of critical applications. This role involves monitoring, troubleshooting, and resolving application issues, adhering to defined SLAs and processes.
Desired Skills and experience
Experience in an application support or technical support role with strong troubleshooting, problem-solving, and analytical skills.
Ability to work independently and effectively and to thrive in a fast-paced, high-pressure environment.
Experience in either C# or Java preferred, to support effective troubleshooting and understanding of application code
Knowledge of various operating systems (Windows, Linux, macOS) and familiarity with software applications and tools used in the industry.
Proficiency in programming languages such as Python, and scripting languages like Bash or PowerShell.
Experience with database systems such as MySQL, Oracle, SQL Server, and the ability to write and optimize SQL queries.
Understanding of network protocols, configurations, and troubleshooting network-related issues.
Skills in managing and configuring servers, including web servers (Apache, Nginx) and application servers (Desirable)
Familiarity with ITIL incident management processes.
Familiarity with monitoring and logging tools like Nagios, Splunk, or ELK stack to track application performance and issues.
Knowledge of version control systems like Git to manage code changes and collaborate with development teams.(Desirable)
Experience with cloud platforms such as AWS, Azure, or Google Cloud for deploying and managing applications. (Desirable)
Experience in Fixed Income Markets or financial applications support is preferred
Strong attention to detail and ability to follow processes.
Ability to adapt to changing priorities and client needs with good verbal and written communication skills.
Key Responsibilities
Provide L1/L2 technical support for applications
Monitor application performance and system health, proactively identifying potential issues.
Investigate, diagnose, and resolve application incidents and service requests within agreed SLAs.
Escalate complex or unresolved issues to the Service Manager or relevant senior teams.
Document all support activities, including incident details, troubleshooting steps, and resolutions.
Participate in shift handovers and knowledge sharing.
Perform routine maintenance tasks to ensure optimal application performance.
Collaborate with other support teams to ensure seamless issue resolution.
Develop and maintain technical documentation and knowledge base articles.
Assist in the implementation of new applications and updates.
Provide training and support to junior team members.
Mandate: C#/Java, Python, Primary:Application Support, Technical Support, Troubleshooting, Problem-Solving, Analytical Skills, C#, Java, Windows, Linux, macOS, Python, Bash, PowerShell, MySQL, Oracle, SQL Server, SQL Query Optimization, Network Protocols, Network Troubleshooting, ITIL, Incident Management, Attention to Detail, Communication Skills, Adaptability, Documentation.