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Global Application Support Engineer

HedgeServ - Sydney, NSW

Source: uWorkin


Job Description

The Engineer will work with the Support, Development, Engineering and Business organizations to ensure that the applications function and perform as designed.

HedgeServ uses proprietary and enterprise software to independently value clients’ portfolios. As part of the Application Support team, you will work to support the core application platforms. Application Support team members are required to troubleshoot and analyze issues reported by internal and external users and assist in the resolution and escalation of issues.

This role will specialize in dealing with issues and request for HedgeServ’s Front Office, Back Office, Middle Office, Private Equity, Investor Services, and Treasury teams. As a result, an in-depth knowledge of technical and financial products is a must. While the support team has established processes and problem-solving guidelines, there will be situations where there are no guidelines and therefore the ability to be innovative is a key requirement.

This is a great opportunity to gain a diverse understanding of the technical aspect of the financial services industry.

Training will be provided through a structured induction program to gain knowledge of HedgeServ’s business and specific training in this role will be provided on-the-job.

Key Responsibilities:

  • Incident manager on production outages relating to critical clients or key deliverable
  • Define, generate and analyze incident reports
  • SME in App Support, functioning as an escalation point for members of the team and firm
  • Support application users in a mixed environment, on-prem or in the cloud (AWS)
  • Resolve issues and requests logged by the application users
  • Process daily App Support request, including setting app entitlements and creating or automating business processes
  • Manage daily incidents tickets, focusing on remediating issues to reduce business impact
  • Query database tables to assist in the resolution of issues and requests
  • Troubleshoot bugs, identify gaps in the system for development and propose workable solutions
  • Document new processes and guidelines
  • Analyze infrastructure components, propose solutions and collaborate with infrastructure teams
  • Coordinate and support testing in UAT
  • Implement and validate production changes
  • Provide 24/7 on-call support, incident ownership to resolution, including availability to support Holidays and major production changes during off hours/weekends
  • Build and analyze dashboards/searches for raw data (logs/metrics) in Kibana

Required Skills:

  • Bachelor’s Degree with a Technical focus
  • Strong verbal/written communication skills, attention to detail and well organized
  • Minimum of 4 years of technical experience in Application Support
  • Minimum of 2 years supporting users in the financial sector, including Front Office, Middle Office, Trading, Risk and Valuation groups
  • Strong accounting and financial product knowledge
  • Programming Language Syntax: MS SQL, Python
  • OS: Windows Server, Unix
  • Platforms: On-Prem, Cloud (AWS)
  • Fundamental understanding of network components and protocols, Switch, Firewalls, AV, etc.
  • Fundamental understanding of middleware technology, messaging, load balancers, etc.
  • Strong analytical and problem-solving skills and the ability to break an issue into its constituent parts and understand how these parts relate to each other.

Preferred Skills:

  • Programming Language Syntax: VBA/XLST, PowerShell Scripting
  • Financial & Technical certifications