Application Support Engineer II

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 Preposition

Join a dynamic team where your Business analysis skills & management will improve quality, speed, and innovation for a large bank and help build the most relevant and effective solutions in Direct banking systems domain

Job Details

Position Title: Application support Engineer

Career Level: P2

Job Category: Senior Associate

Role Type: Hybrid

Job Location: Bangalore

About the Team:

This position is for Direct banking solutions under Liquidity & Core banking Technology. Team would be focusing on developing / implementing customized enhancements based on business requirements, Periodic Upgrades, maintaining Direct Banking solutions.

Impact

The Application Support Analyst is responsible for the support and health of all Direct Bank applications and AzureDevOps environments. This involves maintaining Azure DevOps environments with hands-on skills in configuring the CI/CD pipeline, keeping variables up to date, building automation steps and other aspects of the DevOps configuration.

Provide assistance with release management and building test cases using Azure DevOps. Azure DevOps engineering tasks. Duties include, but are not limited to, monitoring and supporting Direct Bank infrastructure such as load balancers, servers, databases, network, firewall and B2B partner connections working individually or with support from other teams. Review and remediate Direct Bank infrastructure vulnerability records as they are reported.

Provide Production Support for Direct Bank applications and responsible for responding to or inputting and updating ServiceNow tickets, analysis of the issue root cause, managing the incident through resolution, and communicating progress to interested parties. Provide system monitoring and event management.

Direct Bank application support will include application code and/or configuration updates that may involve implementation of new software or software features on servers and desktop environments, defining test cases, testing, and roll-out.

Provides support for internal procedures including risk governance, audits, access management reviews.

Key Deliverables

• Provide Azure DevOps engineering skills. Configure and maintain CI/CD pipeline including build and deployments, adding and maintaining variables, configuring automation steps including 3rd party apps. Configurations in both Windows and Kubernetes environments.
• Provide release management assistance in Azure DevOps environment in both Windows and Kubernetes infrastructures.
• Knowledge and understanding of application IT infrastructures (servers, load balancers, firewalls, etc.) Not build/configure, but understanding with the ability to engage engineers responsible for build/configurations/patching.
• Ability to work in a fast-paced, dynamic workplace. Maintain availability while working on multiple tasks.
• Provide clear and timely communications to management, other IT staff, and business users as appropriate.
• Strong analytical skills and ability to stay focused on multiple tasks during the resolution of critical errors or outages that may be highly visible within the organization.
• Strong oral and written communication skills while interfacing with internal peers, managers, and vendors.
• Comfortable working with technical and non-technical issues. Aptitude for learning in a technical environment.
• Coordination of planned disaster recovery testing.
• Flexibility with after hours and/or weekend availability if needed on an on-call rotation basis.

Skills and Qualification

Minimum 5 years of experience working with Azure DevOps deploying to Windows and Kubernetes

Experience with Azure DevOps engineering with hands-on skills with configuring CI/CD Pipelines and release management processes.

Knowledge of application infrastructure and experience with requesting Windows servers, SQL databases, load balancers, DNS entries, certificates, firewall rules, etc.

Experience using monitoring tools such as Dynatrace and Splunk. Experience with building automated alerts.

Managing the remediation of reported server vulnerabilities.

SQL database skills including debugging and writing/running queries.

Banking operations knowledge and/or technical skills is a plus.

Experience supporting both in-house developed and SaaS hosted applications.

Experience with ServiceNow - add/update/resolving tickets. Familiar with CMDB inventory.

Experience with providing customer service for internal business and technical partners

Ability to work with cross-functional teams with High attention to detail

Adept with all computer systems such as Outlook, Microsoft Word and Excel, and comfortable navigating corporate portals.

Proactive self-starter with proven ability to quickly learn new applications, processes, and procedures.

Relationships & Collaboration:

The person joining in this role would be working closely with the team members spread across India and US.

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.

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