Overview:

The Application Support Engineer will work on a hybrid basis from our fabulous new office in central London.  You will be a supporting member of the team that provides full application support assistance to the MUFG Corporate Markets production environments.  Working within the Service Delivery department, triaging service requests and incidents relating to our core applications, distributing and assigning service requests and incidents as appropriate and supporting the analysis of application and user issues and errors, all within the agreed timescales.  You will support the team operationally, learning the technical aspects of the role as your career progresses.

The team work proactively on the identification and removal or poor/weak or manual operational practices and support the day-to-day operation through BAU activities, including user administration, system account adjustments, error log monitoring and ensuring data integrity is maintained, all whilst providing the best possible service to internal customers, which includes an out of hours on call provision.

Benefits:

26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year

Health, wellbeing and lifestyle rewards that can be tailored to support you and your family.  Everything from: Employee Assistance Programme; Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions; Car Salary Sacrifice scheme

Appreciate programme: Employee recognition programme

Company Pension Scheme

Life Assurance

Medical Insurance 

Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave

What you need:

As with any role, we want to find the right person and we want to make sure you know it’s the right role for you too.  You therefore need:

•    An ability to think laterally, applying previous experience to new problems

•    Demonstrable experience managing your workload in order to meet deadlines

•    The ability to identify and correct errors, learning from mistakes to prevent any future reoccurrence

•    Exceptional verbal and written communication skills, with the ability to build and maintain relationships with stakeholders and internal colleagues

•    Adaptability, proactivity and resourcefulness, enabling task completion dependent on business needs

•    Previous IT Application Support experience, with knowledge of T-SQL and PL/SQL

•    Knowledge of DevOPs Systems/Methods

•    An ability to work alone and as part of a delivery team

•    An understanding of cloud technologies

•    An appetite to learn and seek new ideas and support from others

It would be nice to have:

•    Experience in the Financial Services industry

•    ITIL Foundation level 

•    An understanding of application code in VB.Net/C#

Day to Day, you will:

•    Process service requests in a timely and orderly fashion, ensuring processes are followed

•    Complete daily BAU activities, including, but not limited to, user administration, system account adjustments, certificate production support and error log monitoring, all within the required timescales

•    Engage with Stakeholders and teams within the business to understand issues and problems, clarifying and confirming requirements and resolving service requests and incidents

•    Support incident investigations and resolutions using the incident management tool and follow ITIL best practice

•    Proactively support the identification, creation and maintenance of appropriate monitoring alerts and dashboards to ensure full application and system coverage

•    Undertake root cause analysis following any incidents

•    Assess and contribute to the prioritisation and technical analysis of Problem Management and Continuous Improvement activity

•    Participate in peer reviews for any changes, providing support and guidance where applicable to peers on standards 

•    Thoroughly document processes to ensure skills are distributed across the team and department

•    Maintain, support and protect the Production environments through monitoring, technical support and continuous improvement

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs