Application Support Engineer-Tokyo, Japan

S&P Global Corporate, Islamabad   Job Code: 301138   Qualification:

• BA/BS in business, Finance, Economics or Computer Science. .

Experience:

• Experience supporting web based financial applications including trade posting, reporting, and exception handling / troubleshooting – preferred.
• Hands on technical experience utilizing database tools, using SQL to perform queries and analysis.
• Familiarity with FIX/TOF protocols, TCP/IP, FTP, certificates, SMTP, AD, Proxy and MQ – big advantage.
• Experience working with and supporting multi-tier applications including Java, WebLogic and Oracle.
• Experience working in Windows, (Unix, and Linux environments – advantage) and proficiency using MS Office suite. Cloud AWS/GCP, microservices model with Kubernetes / Openshift as well as traditional on-prem environments architecture              

Jobs Responsibilities:

• Answering and troubleshooting client support tickets escalated by our global client facing level 1 support teams and platform incidents; working closely with Dev, QA, Infra and OPS teams to investigate and troubleshoot complex issues. Software support experience and familiarity of the finance market is preferred.  Proficiency in English is a must! Business level Japanese. Respond to client escalations which were initially investigated by the L1 team via Salesforce and Jira, investigate, troubleshoot, and provide a resolution within a timely manner. Use SQL queries, UI access and logs tools to assist with your investigation.
• Serve as both an escalation point and a subject-matter expert assigned applications.
• Answer L1 team’s with questions regarding their escalations and general products functionality. Effectively communicate and constantly follow up with the different teams: RnD, QA, OPS, Product and Infra regarding the escalated tickets. Provide quarterly based training sessions to global the L1 team.
• Respond and resolve incidents with Tech and Operations teams. Constantly liaise with the relevant stake holders (dev, infra, ops) to enhance the team’s knowledge, process and learn new tools and technologies.