Support Team Lead

3 weeks ago

Bengaluru, Karnataka, India Genesis Global Full time
Reports to: Head of Support, Asia

Compensation: Competitive + Benefits

Role type: Hybrid

WHO WE ARE

Genesis transforms application development in financial markets by offering a low-code platform that supercharges developers and enables organizations to build performant, secure applications with unmatched speed, efficiency, and scale.

At Genesis, we place a premium on cultivating and preserving an inclusive and respectful company culture where the foundation of our success is a diverse workforce of individuals with unique perspectives, diverse identities, varied experiences, and a range of cultural backgrounds. We have the vigor and passion of a startup and the skill and experience of a scale-up, consistently refining and exploring ways to make work better for everyone.

To help us achieve our vision of reinventing the way financial markets organizations build software, we are looking for people who aren't afraid to challenge the status quo - people who are passionate about change.

If you are a self-starter with a solution-orientated mindset, you'll find a home at Genesis.

WHAT WE ARE LOOKING FOR

We are looking for an Application Support Analyst (Supervisor/Team Lead). Our vision is to create a world-class global support team for our clients and to support their LCAP infrastructure and platforms. The role will suit a technical-minded individual who loves to problem solve and has great communication skills – you will have to speak to customer IT teams and business users, alongside our internal Dev and product teams. Our support analysts must also be keen to understand the wider business flows and systems at the customer site to provide a first-class support experience.

The main purpose of the role is to ensure and maintain business application stability as well as action client/user requests/problems, and own/manage incidents/critical issues faced during particular shift.

HOW YOU'LL PLAY YOUR PART

- As a shift leader, you will be responsible for the team covering your shift and able to handle the incidents and critical problems faced during shift.
- Work with other leads to ensure the successful management of tickets (handover between shifts, escalation).
- Perform 1st and 2nd front-line support of Low-Code Application Platform applications and infrastructure.
- Liaison between 2nd and 3rd line teams, as well as development and other IT infrastructure departments.
- Regular communications with an extensive client base to provide status updates, and successful solutions as well as document all activities for future reference.
- Responsible for the recording of issues and actions and being able to provide incident and problem management (understanding of ITIL processes).
- Tracking and monitoring all our clients hosted platforms (Prometheus / Data Dog/Splunk).
- Act in a strict change management regime, involving testing in UAT and like-live environments.
- Capacity management and tracking and management of audit requests.
- Small scale application upgrade, configuration and patching across multiple environments in line with requirements.
- Oversight, QA and sign off for all go live and production changes/upgrades.
- Contribute to departmental and company-wide process improvement.
- Participate and own documentation of Critical Issues / Processes related to platforms and generic support.
- Operate as part of a shift rota, covering the hours of 06:00 – 15:00 IST including bank holidays.
- Weekend and evening pager cover on rota.

THE EXPERIENCE YOU WILL BRING

- Experience leading and working as part of a team in a follow-the-sun support model.
- Proven industry experience in Application support and capable of owning the team responsibility, with at least 7-14 years of experience in supporting capital markets solutions that process financial instruments.
- Strong problem-solving and analytical skills.
- Previous experience in Incident management / escalation process / change management process.
- Strong communication and interpersonal skills. Ability to explain technical concepts to non-technical persons with proven experience of working with business stakeholders and external clients.
- Willingness to take ownership for problem resolution and additional responsibilities where applicable.
- Strong scripting and programming skills.
- High proficiency with Linux environments (Redhat and CentOS).
- Good understanding of networking and client/server technology (http vs websockets and ports), FIX connectivity is also a bonus.
- Worked with and have an understanding of cloud computing and environments, ideally AWS hosting.
- Proven industry experience following Agile Software Development practices.
- Knowledge of the typical flows and functionality associated with handing business flows in one or more asset types; equities, fixed income, FX, listed future and option, OTC derivatives.
- The ability to constructively participate and critique in technical and functional discussions with talented technical architects and lead developers.
- Process excellence – a passion to achieve results though effective organization and process disciplines.
- Ability to work both independently and as part of a team.
- Ability to maintain confidence and composure in all situations.
- Self-starter with strong sense of ownership.

BENEFITS | WE HELP OUR PEOPLE THRIVE

Hybrid Working – If you are located within a reasonable commutable distance from one of our hubs, we encourage you to work from the office a minimum of one or two days per week

A stake in our success through our Employee Equity Scheme

JOIN OUR TEAM

At Genesis, you will be surrounded by people and teams that challenge and inspire you to do things better, faster and smarter. What makes working at Genesis different? We support our team members who have trusted us with their careers through initiatives such as flexible working to promote work/life balance, and a continued focus on personal and professional development.

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