Senior Application Support Engineer

Application Support, Application Support Tools

We are looking for a Senior Application Support Engineer with extensive experience in application support, particularly in the financial services or macroeconomics sectors. The ideal candidate will be a proactive problem solver who can lead support initiatives, manage critical incidents, and ensure timely resolution of complex technical issues.

Responsibilities

Lead the resolution of complex incidents and service requests, ensuring adherence to SLAs
Manage escalations and collaborate with clients to resolve high-priority issues
Provide mentorship and guidance to junior support engineers
Review and optimize existing workflows and support processes
Validate macroeconomic data and ensure accuracy while working with financial institutions' websites
Coordinate with cross-functional teams for change management, incident management, and troubleshooting
Create and maintain detailed documentation, including best practices and troubleshooting guides
Perform root cause analysis and implement long-term solutions to recurring issues
Handle non-BAU complex requests with a focus on high-level problem resolution
Act as a subject matter expert for both internal and external stakeholders

Requirements

3+ years of experience in Application Support
Proven experience with ServiceNow and other ticketing systems
In-depth knowledge of financial services, banking operations, or macroeconomic principles
Strong communication skills to interact with external clients and internal teams
Proficiency in ITIL practices and service management frameworks
Solid experience in Incident and Change Management
Ability to handle high-pressure situations, manage escalations, and meet tight deadlines
B2+ English proficiency

Benefits

International projects with top brands
Work with global teams of highly skilled, diverse peers
Healthcare benefits
Employee financial programs
Paid time off and sick leave
Upskilling, reskilling and certification courses
Unlimited access to the LinkedIn Learning library and 22,000+ courses
Global career opportunities
Volunteer and community involvement opportunities
EPAM Employee Groups
Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn