Application Support Engineer

ABOUT IQ-EQ

We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide. 

We employ a global workforce of 5,800+ people across 25 jurisdictions and have assets under administration (AUA) exceeding US$750 billion. We work with 13 of the world’s top 15 private equity firms.

Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.

Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding. 

We’re driven by our Group purpose, to power people and possibilities.

JOB DESCRIPTION: Application Support Analyst

Location: India

Department: Group Shared Services: Technology

Reports to: Applications Manager

Responsibilities (how we will measure success)

• Working as part of a team to provide technical application support and maintenance across the software portfolio estate.
• Act as the Application Services escalation contact for the Service Hub, who provide the IT front-door in accordance with the firm’s established ITSM framework.
• Deliver functional and technical enhancements in accordance with established processes for: incidents, requests, and changes.
• Working closely with the Product Management team to:
  • Ensure supported applications meet operational availability targets.
  • Create and manage product backlogs and establish roadmaps for deliveries.
  • Participate / chair service reviews with key suppliers.
  • Stakeholder management with appropriate level communications for both service issues and feature deliveries.
  • Maximise the use of product capabilities and identify duplicate functional overlap within the service estate.
• Assist ongoing projects to ensure successful delivery and a smooth transition into the standard BAU support model.
• Create an effective working relationship with colleagues in the Application Services teams and across the wider IT function.
• Work with vendors and internal technology teams on product upgrades, issues and feature requests.
• Work in European shift time to ensure Support services are well addressed within the SLAs.

Tasks (what does the role do on a day-to-day basis)

• You will be responsible for resolving technical application issues.
• Work with the Service Hub to resolve incidents as the third level application support team.
• Create and maintain Knowledge Based Articles, which provide key information to the front-line Service Hub.
• Perform ticket and trend analysis and manage application backlog lists across the software estate.
• Create MI / report packs.
• Engage with suppliers and external partners delivering services. Conduct service reviews and track SLA targets.
• Provide application assistance to projects (agile and waterfall methodologies) and transition deliveries into operational service.
• Quality of service is key in this role as is a knowledge of application development and appreciation of infrastructure design. You will need strong problem-solving skills and have a pragmatic approach.
• Managing business stakeholders; eliciting and suggesting requirements/improvements.

Key competencies for position and level (see Group Competency model)

• Customer Focus - Gaining insight into customer needs & identifying opportunities that benefit the customer.  Designing solutions that meet customer needs
• Communicates Effectively – Adjusting communication style to fit the audience & message.  Providing timely information to help others across the organisation.  Encourages the open expression of diverse ideas and opinions
• Action Orientated – Readily acting on challenges without unnecessary planning and identifies new opportunities, taking ownership of them
• Interpersonal Savy – Relating comfortably with people across all levels, functions, cultures & geographies.  Builds rapport in an open, friendly & accepting way
• Commercial awareness – Knowledge of what is happening in the external market and how to make Technology a differentiator

Key behaviours we expect to see

In addition to demonstrating our Group Values (Authentic, Bold, and Collaborative), the role holder will be expected to demonstrate the following:

• Facilitate open and frank debate to drive forward improvement
• Emotional and Cultural Awareness especially in post M&A environments and in managing change

Required Experience

Education / professional qualifications

• Degree level education is preferred.
• Experience of ITSM frameworks, such as ITIL / COBIT.

Background experience

• Experience in supporting enterprise services to help the business achieve its set deadlines.
• Good appreciation of applications design and development including database and infrastructure technologies.
• Excellent troubleshooting / problem solving and delivery skills coupled with a good understanding of ITIL support processes.
• Experience of implementing and customising third party systems.
• Experience with programming structure concepts and integrated development environments.
• Service Delivery and support is key in this role as is a knowledge of application development and appreciation of infrastructure design you will need a strong problem solving and pragmatic approach

Technical

• Excellent SQL and PL/SQL skills for troubleshooting and enhancing internal processes (Mandatory).
• Identification of potential performance improvements in existing SQL solutions.
• Proficient in supporting SSRS/Power BI/Crystal reports for Operations team (SSRS Mandatory).
• Experience in source code control tools (GIT/ADO/SVN).
• Experience in working with suppliers for on-prem and hosted: SaaS solutions.
• Sound knowledge of PowerShell scripting to support Business processes.
• Experience with system merging and migration will be an advantage.
• Experience with Tableau Technology is a plus.

Company, product and market knowledge

• Experience of wealth management systems is beneficial.
• Experience of CRM, GRC, and Finance Systems is highly desired.
• Experience within the Financial Services sector.

Management and leadership

• Able to present and communicate solutions clearly and concisely with technical and non-technical audiences from senior stakeholders to project teams, including external customers.
• Excellent interpersonal skills including facilitation, negotiation, collaboration and influencing.

Languages

English

OUR COMMITMENT TO YOU AND THE ENVIRONMENT

As a forward-looking business, sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining meaningful, long-term relationships with all our stakeholders – including our employees, clients, and local communities – while also reducing our impact on our natural environment.

There is always more we can, and should do, to improve – whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee.

Our learning and development programmes and systems enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 5,800+ employees - from 94 nationalities, speaking 41 languages across 25 countries - to each achieve their potential. Through IQ-EQ Launchpad we support female managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.

We’re committed to growing long-term relationships with our clients and supporting them in achieving their objectives. We understand that our client’s sustainability and success leads to our sustainability and success. We’re emotionally invested in our clients right from the beginning.