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Senior Support Analyst, Application Support

Job Seekers Ireland IT Technology

Job Summary

  • Dublin
  • Permanent
  • BBBH791625
  • Aug 27, 2021
  • Competitive
Job Description

A Senior Support Analyst, Application Support role in a large investment bank and financial services provider, who are currently undergoing a serious growth phase.

Job Title: Senior Support Analyst, Application Support

Reports to: Head of Application Management


The role involves supporting the Derivatives, Valuations, and Trading Risk suite of application. Supported users include Front Office (Sales & Trading), Credit Mgmt., Risk Mgmt., Treasury Balance Sheet Mgmt., Model Control, and Finance. Support is provided on a 24x5 basis, with additional support for releases, holidays, and major application issues / outages.

Primary accountabilities include:

  • Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
  • Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
  • Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
  • Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
  • Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
  • Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible
  • Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
  • Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
  • Interact with clients to provide quality service/solutions consistent with objectives and client requirements
  • Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations
  • Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
  • Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
  • Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business
  • May develop a working relationship with 3rd party vendors as required to fulfill support requirements
  • Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria
  • Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers
  • Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
  • Perform incident management role (communicator, tracker, escalator, driver, ) for outages; communicate to clients during service outages
  • Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system

Other responsibilities may include:

  • Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
  • May monitor the performance of the environment by using meaningful metrics
  • Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
  • Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
  • Ensure effective change management discipline is use
  • Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
  • Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
  • Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
  • Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
  • Make effective use of the cost management processes in place in own unit
  • Continuously enhance knowledge/expertise in services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
  • Keep current with industry and/or business trends
  • May perform testing according to test plans, monitor and report on results, and work with others on problem resolution
  • As required, support the development of business cases, RFI/RFP and service level agreements with vendors/suppliers consistent with IT requirements/guidelines


Work effectively as a team, supporting other members of the team in resolving critical service issues

  • Prioritize and manage own workload in order to deliver quality results and meet timelines
  • Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of
  • Subject matter expert and consults with clients, team, and/or project team to provide technical guidance and highly complex troubleshooting/problem resolution Leads the support of highly complex and/or comprehensive applications/systems and/or business lines
  • Participate in knowledge transfer within the team and business units
  • Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team

Job requirements include, but are not limited to:

  • Works independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
  • Highly motivated individual with a proven track record to deliver results
  • Experience supporting distributed applications running on Linux and/or Windows
  • Experience with Market Data platforms/systems
  • Prior experience dealing with Front Office, Middle Office and Risk Management groups
  • Exposure to Derivatives products, SWAPs, IRS, FX, Curves and Bond Trading business
  • Executing queries, building Use Case Scenarios for business requests and small enhancements
  • Strong analytical Experience with applications such as Calypso, Bloomberg, Fixed Income Systems, Murex, Broadway, Broadridge and problem-solving skills with attention to detail to ensure accuracy and completeness
  • Strong organizational, follow-up and priority-setting skills to handle multiple tasks/projects
  • Excellent analytical, verbal and written communication skills, combined with strong interpersonal skills will be required to work effectively while supporting other members of the team in achieving unit objectives and providing exceptional client service


  • Undergraduate degree or technical certificate
  • 5-7 years relevant experience

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.



Consultant Details

Consultant Details

Alex O'Neill
Alex O'Neill
  • Consultant | IT Recruitment
  • 353 (0) 1 4321555