UAT Applications Support Senior Analyst- Assistant Vice President

Team Context:

Prime Services Technology provides business solutions to Prime Brokerage, Equity Finance, Delta One, Futures Execution and Clearing, and OTC Clearing businesses.  The Prime Services horizontal team is a critical component of our engineering organization, focusing on delivering robust and high-performance solutions tailored to the unique demands of Prime Services applications. Within this structure, the Test Environment Support team acts as a horizontal gating function, ensuring the stability, scalability and availability of the lower environments (QA / UAT) through rigorous and effective environment management methodologies.

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Your Role as UAT Application Support Analyst:

As a UAT Application Support Analyst/ Site Reliability Engineer (SRE) you will play a critical role in ensuring the stability and quality of our UAT environments during the different phases. In this position, you will act as the central point of contact for technical support, defect coordination, and environment management, bridging testing teams and development to keep testing cycles on track. Your work directly contributes to the smooth delivery of validated application features into production, protecting both quality and timelines across a high-visibility program.

Key Responsibilities

- The Application Support Senior Analyst provides technical and business support for users of Applications. This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed.

- Monitor UAT environment health, performance, and availability on a proactive basis to prevent disruptions and maintain testing continuity throughout Project NEO.
- Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
- Serve as the first point of contact for technical issues raised by UAT testers, conducting initial troubleshooting and escalating complex problems to development teams with detailed diagnostic analysis.
- Categorize, prioritize, and track all reported defects and technical incidents, deliver timely and clear status updates to testers and stakeholders throughout the resolution lifecycle.
- Coordinate and support the deployment of application builds and patches to the UAT environment, verifying that the correct versions are in place and functioning as expected after each release.
- Considers implications of the application of technology to the current environment. Identify and communicate potential risks to the UAT timeline or quality early, enabling teams to take corrective action before issues escalate.
- Build and maintain a knowledge base of common UAT issues, resolutions, and workarounds to accelerate future troubleshooting and reduce repeated incidents.
- Facilitate the structured handover of validated application features and supporting documentation to production support teams at the close of each testing phase.
- Continuously review UAT processes, tools, and support practices to identify and implement meaningful improvements in methodology and efficiency.
- Collaborate with different System admin teams to resolve infrastructure-related issues.
- Start of day checks, continuous monitoring, and regional handover.

Required Skills

- Demonstrated experience in application support at L2 or L3 level, with the ability to troubleshoot issues spanning application, database, and infrastructure layers.
- Working knowledge of incident, problem, and change management practices, including the ability to manage activities in line with ITIL-based workflows.
- Hands-on experience with monitoring tools such as Splunk, Grafana, or ITRS to analyse logs and system alerts and identify root causes effectively.
- Practical SQL skills for querying and diagnosing database-related issues in a support context.
- Experience administering or supporting applications across Linux/Unix and Windows environments.
- Experience supporting applications hosted on OpenShift, Kubernetes, or AWS ECS platforms.
- Ability to produce clear operational documentation, including support runbooks and knowledge articles, that can be used by both technical and non-technical audiences.
- Strong stakeholder communication skills, with the ability to provide timely, clear updates to testers, developers, and project leadership under time pressure.

Experience:

- 5-8 years of hands-on experience working with Application Support/ Site Reliability Engineer (SRE)
- Excellent knowledge of Scripting, Monitoring tools and job scheduling tools
- Excellent knowledge of observability techniques (including tools like Splunk, Grafana), resiliency patterns, and Site Reliability Engineering (SRE) practices.
- Proficient in troubleshooting and identifying the application flow breaks
- Scripting capability in Shell or Python to automate support tasks, accelerate diagnostics, or streamline environment checks.
- Familiarity with ServiceNow or a comparable IT service management platform for logging, tracking, and managing incidents and change requests.
- Prior involvement in UAT or production environment support, with an understanding of software testing lifecycles and quality assurance processes.
- Experience supporting application deployments and post-implementation validations within structured release management frameworks.

Education Qualification:

- Bachelor's/University degree, or equivalent practical experience, preferably in Computer Science or Information Systems.

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## Job Family Group:
Technology
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## Job Family:
Applications Support
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## Time Type:
Full time
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## Most Relevant Skills
Please see the requirements listed above.
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## Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
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