Senior Application Support Engineer

Location: hybrid work in Wroclaw, Krakow or Warsaw.

Project Description:

Luxoft is seeking a new team member to join an established Application Service Delivery Team supporting a major financial institution in the capital markets and securities industry. This is a support engineer position, delivering Level 1 and Level 2 support services for critical business applications and batch processing operations.

The team operates on a 24/7 support model using a globally distributed structure across APAC, Europe and America regions, ensuring seamless coverage and rapid incident resolution. This initiative offers a dynamic and collaborative environment focused on operational excellence, automation, and client satisfaction.

Responsibilities:

Batch and Incident Management

• Monitor and address all batch issues to completion, ensuring timely resolution.

• Manage incidents and problems throughout their lifecycle, including documentation and communication of Post-Incident Reviews (PIRs).

• Track and close problem records (root cause analysis).

• Own and resolve outages and alerts using the knowledge base or in collaboration with Development and Infrastructure teams.

• Coordinate with global support teams using a follow-the-sun model to ensure 24-hour coverage.

Application and Environment Monitoring

• Monitor client application stacks to ensure all production environments are Ready-for-Business (RFB).

• Triage alerts and exceptions, and take ownership of resolution.

• Maintain observability and monitoring configurations across supported systems.

• Periodically audit systems to proactively identify potential issues and gaps in observability.

Collaboration and Stakeholder Engagement

• Work closely with regional and global development teams to address issues and meet batch milestones.

• Manage stakeholder communication during outages and critical incidents.

• Coordinate planned downtimes and disaster recovery activities with relevant stakeholders.

Operational Reporting and Documentation

• Produce daily and weekly performance reports detailing metrics, challenges, and achievements.

• Document new issues and their resolutions to enrich the knowledge base.

• Create and maintain runbooks for routine maintenance and operational procedures.

User Support and Ticket Handling

• Monitor ticketing systems, emails, and group chats for user inquiries and issues.

• Respond to and resolve user-reported issues in a timely and professional manner.

Automation and Continuous Improvement

• Identify and automate routine operational tasks to reduce manual effort (toil).

• Filter out noise from alerting systems to improve signal quality.

• Implement automated diagnostics and RFB checks.

• Develop and implement monitoring and contingency plans to enhance system resilience.

Mandatory Skills Description:

• Strong understanding of ITIL processes including Incident, Problem, and Change Management
• Experience working with SLA/KPI-driven environments
• Hands-on experience with batch monitoring and resolution
• Familiarity with support service management and monitoring tools such as ServiceNow, PagerDuty, SolarWinds, Nagios, Splunk, AppDynamics, Dynatrace, Prometheus, Graphana, Jira
• Proven ability to investigate and resolve Level 1 and Level 2 technical issues
• Experience with root cause analysis and escalation procedures
• Exposure to automation tools or scripting for operational efficiency
• Ability to identify and implement process improvements
• Willingness to work in shifts, including coverage for holidays and weekends
• Experience in global support models (e.g., follow-the-sun)
• Experience working in distributed teams across multiple geographies
• Ability to coordinate with infrastructure, development, and product teams
• Strong verbal and written communication skills for incident reporting and stakeholder updates
• Ability to maintain and update technical documentation and knowledge base articles

Nice-to-Have Skills Description:

Previous experiance in capital markets domain