Senior Operations and Application Support Analyst

About us

We are a market-leading fintech, powering the trade finance programmes of the world’s largest trade banks and corporations.

Demica’s proposition is simple: our intuitive, cloud-based platform enables financial institutions and corporates to automate and scale their working capital solutions.

Today, we have over US$40bn of Assets under Administration (AUA)* on our platform, across the full spectrum of working capital products. Funded by a diverse range of banks and institutional investors, these programmes enable companies to strengthen their supply chains and redeploy capital to drive growth.

Your new role

Our Client Services team is responsible for monitoring the operation of the system, providing support to our customers, performing configuration changes and working with other teams within the organisation to roll out the platform to new customers.

In your new role as a Senior Operations & Application Support Analyst you will be responsible for the provision of 2nd and 3rd line support to our global network of customers. You will take full and independent ownership of the resolution and root cause analysis of advanced technical and functional issues in a Level 2 or Level 3 capacity.

What you'll do

• Triaging incoming tickets, performing analysis, and resolving customer issues
• Maintain effective client communication throughout the incident life-cycle
• For critical issues identify solutions to get clients back to BAU as quickly as possible in-line with client’s SLAs
• Actively monitoring system health using a variety of tools including dedicated infrastructure and application monitoring suites, SQL, and ActiveBatch
• Collaborating closely with the Development, Infrastructure, and Implementation teams to bring new customers onto the platform
• Resolving client incidents and/or escalating where needed
• Monitoring and responding to monitoring events

Who you are

• Professional experience in a 1st, 2nd and 3rd line application support role in a customer-facing environment
• As a guide a Senior Operations and Application Support Analyst at Demica typically has 5+ years experience
• Strong, demonstrable experience in successfully supporting, troubleshooting and/or implementing major hosted enterprise systems
• You are comfortable analyzing, transforming, and generally working with large datasets
• You have a passion for helping others and thrive on solving problems
• You are logical and insightful when troubleshooting problems
• You flourish in a dynamic high-pressure environment and can prioritize incoming and existing tasks according to urgency and impact

Advanced technical skills including:

• SQL, RDBMS expertise
• Monitoring and scheduling tools (DataDog & ActiveBatch)
• XML and other data file formats
• Windows Servers
• Cloud and other virtualisation/containerisation technologies, particularly Azure
• An understanding of ITIL concepts.

Working hours

This role involves shift working. There are three shifts working the following hours:

• Early Shift: 06:00 – 14:30 GMT
• Mid Shift: 09:00 – 17:30 GMT
• Late Shift: 14:30 – 23:00 GMT

A normal shift pattern would be 1x Early Shift, 3x Mid Shift, 1x Late Shift each week.