APPLICATION SUPPORT CONSULTANT JOB DESCRIPTION

An Application Support Consultant keeps financial systems stable. This person sits inside production support teams for trading, treasury, or account servicing platforms, often handling systems built around FX and derivatives asset classes or large vendor-delivered application portfolios under outcome-based contracts. Ownership extends to root cause analysis and vendor accountability rather than just restoring service after an incident. What makes the role hard is balancing incident urgency against compliance, operational risk, and change management requirements unique to capital markets environments, often while coordinating across multiple time zones and vendor teams.

As the Application Support Consultant, you resolve production incidents and maintain stability across trading, treasury, or account servicing applications supporting financial operations. You report into a production support or IT operations team, working alongside developers, database administrators, and vendor partners to keep critical financial systems available during market hours and peak processing windows.

Career Impact: Hands-on exposure to FX and derivatives trading systems builds specialized expertise that is hard to find outside capital markets IT.

Business Impact: Vendor-delivered application portfolios stay within agreed SLAs because this role catches incidents and contract gaps before they escalate.

Growth Opportunity: Experience owning incident root cause and supplier oversight is a direct stepping stone toward technical leadership or vendor management roles.

• Troubleshoot and resolve production incidents escalated by operations teams within trading, treasury, or account servicing applications under SLA pressure.
• Diagnose root cause for reported incidents and coordinate corrective workarounds with development, database administration, and vendor teams.
• Support production batch processing and interface monitoring across upstream and downstream financial market systems.
• Coordinate change ticket implementations and platform upgrade projects following ITIL change management standards.
• Capture user requirements and produce functional specifications for application enhancements, fixes, and change requests.
• Monitor vendor and supplier performance against agreed service level agreements, escalating discrepancies promptly as needed.
• Document incident resolutions and lessons learned to build a knowledge base for ongoing support.
• Partner with architects and project teams to ensure compliant designs during large application maintenance transitions.

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience.
• 2 or more years of application support experience within financial services, banking, or capital markets environments.
• Working knowledge of ITIL incident, problem, and change management procedures within regulated financial production environments.
• Strong SQL skills for troubleshooting, root cause analysis, and production data investigation under deadline pressure consistently.
• Experience supporting financial or trading applications across Windows or Unix server environments at enterprise scale.
• Ability to coordinate with developers, database administrators, and external vendor teams under live incident pressure.
• Strong written and verbal communication skills for incident updates and multi-stakeholder coordination across teams.
• Exposure to vendor or supplier performance management within an outcome-based financial services contract.

• Exposure to Big Data or large-scale data processing technologies used in financial systems support and batch operations.
• Familiarity with FX, derivatives, or treasury position management systems and related cash or trading asset classes.
• Experience working within outcome-based or managed-service vendor contracts for large financial application portfolios.
• Advanced scripting or automation skills for reducing manual incident handling effort across complex production systems.

• Mean time to resolution, measuring how fast escalated production incidents are closed.
• SLA compliance rate, reflecting how consistently incidents and changes meet agreed service levels.
• Number of recurring incidents reopened on trading or treasury systems, showing whether fixes hold.
• Change implementation success rate, tracking errors introduced during platform upgrades or releases.
• Vendor SLA breach count, measuring how well supplier performance is tracked and escalated.

• Base Salary Range: $75,000 to $100,000 annually, depending on experience and location
• Bonus: Typically 5 to 10 percent of base salary, tied to incident and SLA performance
• Equity: Rare at this individual-contributor level, occasionally offered as RSUs in larger financial firms
• Health Benefits: Standard medical, dental, and vision coverage.
• PTO: Typically 15 to 20 days annually plus standard holidays
• Common Perks: Tuition reimbursement, professional certification support, and flexible or hybrid work arrangements

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks and, where applicable, credit history reviews are required prior to employment in this role given the financial systems involved. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or other characteristics protected under applicable federal, state, and local law. Reasonable accommodations are available upon request for candidates with disabilities. Candidates must be authorized to work in the United States.

Sitting at the intersection of IT production support and technology integration, the Application Support Consultant leads client and end-user issue resolution as a member of the Production Support team, supporting batch operations and systems development projects. Operating across internal development cycles and external client engagements, this role upholds high-quality deliverables and corporate values while driving billable outcomes and team cohesion.

Duties

• Work as a member of the Production Support team, providing support to clients and end users, facilitating issue resolution, and supporting batch operations.
• Work independently and resourcefully, seeking assistance when needed, while participating in systems development and technology integration projects using company tools and techniques.
• Set high standards and realistic expectations to ensure high-quality, achievable deliverables.
• Prepare project estimates and schedules of project activities as required.
• Ensure effective work habits including punctuality, responsiveness and accessibility, while taking initiative to achieve required billable hours.
• Provide timely feedback to team members on technology development and team interaction.
• Promote teamwork, collegiality and corporate values, and act as an advocate for the company as the service provider of choice.
• Attend internal training sessions to build knowledge of industry topics and trends.
• Assist with special projects and other tasks as required.

Requirements

• Bachelor's degree (BE, B.Tech or equivalent) in computer science or equivalent work experience.
• 5+ years of experience in IT support and/or technical services.
• Experience in MS Windows environment, Microsoft SQL Server, PowerShell, VBScript, C# and .NET Framework.
• Working knowledge of hardware, systems software and utilities, network communications, database technology, project management and computer operations.
• Strong communication, organizational and interpersonal skills as a team player.
• Leadership ability and capacity to act as an agent for change.
• Basic understanding of negotiation, conflict management and risk management.
• Reliable, consistent, flexible and adaptable approach.
• Availability for rotational shifts, weekends and off-hours support as required.

Reliable delivery against mission-critical SLAs depends on the Application Support Consultant, who owns second- and third-line escalation, root cause diagnosis, and software release implementation across CGI-managed business applications. Based within a core technical team, this role protects service continuity and enables business change by transferring application knowledge, resolving problem trends, and maintaining strong client relationships.

Accountabilities

• Provide second- and third-line support for mission-critical business applications.
• Ensure quality services are delivered to the agreed SLAs, achieving or exceeding expectations.
• Minimize service disruption and facilitate service restoration within agreed SLAs.
• Take ownership of reported issues and act as the final point of technical escalation, diagnosing root cause.
• Proactively identify problem trends and known error conditions, working towards permanent solutions with the core team.
• Provide specialist professional advice and support for all applications under CGI control.
• Implement new releases of application software, capturing end user requirements and configuring, testing and integrating as necessary.
• Transfer application knowledge and documentation to the team to facilitate support for new and upgraded solutions.
• Facilitate a productive relationship between key resources during the planning, management and implementation of business change.

Technical Qualifications

• College diploma or equivalent.
• 3+ years of related experience in a technical support role for complex software applications.
• Proven software installation, configuration and troubleshooting skills.
• Knowledge of Windows environments, Oracle, PowerShell, Batch Scripting and SQL.
• Knowledge of the System Development Life Cycle.
• Experience with relational database concepts.
• Experience with web and client-server application support.
• Experience with IT infrastructure technologies and concepts (Windows Server, IIS, Networking, Virtual environments).
• Strong communication skills with the ability to establish and maintain strong client relationships.
• Organized approach, respecting target dates and schedules.
• Team player with leadership skills.

As the Application Support Consultant, this role delivers robust application support services across production environments and global incident resolution for business-critical systems in Hong Kong. The Applications Support team relies on this work to maintain platform stability, guide release planning, and ensure clients are supported through User Acceptance Testing, DR drills, and new onboarding cycles.

Activities

• Be part of the Applications Support team in Hong Kong, supporting robust application services to the business.
• Assist and support users during production implementation, and prepare application system documentation.
• Engage with the global team to resolve technical issues and manage incidents until service resumes.
• Conduct incident and problem reviews and root cause analysis with relevant parties and stakeholders.
• Participate in monitoring and maintenance of business applications and production environment, responding to exceptions according to designated SLAs.
• Work closely with stakeholders to plan release windows and cycles across the platform and services.
• Support customers during User Acceptance Testing.
• Stay current with system information, changes, and updates.
• Monitor production application deployment and system maintenance.
• Support new client onboarding, Disaster Recovery (DR) and Business Continuity Plan (BCP) drills.

Position Requirements

• Degree in Computer Science, Engineering, or related technology discipline.
• 5+ years of solid experience in application support or application development.
• Solid know-how supporting .NET or Java applications.
• Good knowledge of enterprise architecture, infrastructure, and operations management technology.
• Understanding of Agile, DevOps, CI/CD processes, tooling, and Docker technology, an advantage.
• AWS/Azure cloud platform exposure, a plus.
• Reliable, intelligent, diligent, with good problem-solving skills.
• Good written and verbal communication skills in English and Chinese.
• Self-motivated, proactive, good team player with integrity.
• Able to handle multiple tasks and stay self-motivated.

Application Support Consultant shapes the delivery of a managed application portfolio by overseeing vendor performance, coordinating software design through deployment, and providing technical risk management consulting to managers and suppliers. The work directly supports large-scale application maintenance, currency planning, and smooth transition of services in partnership with project management and shared services teams.

Operational Focus

• Manage day-to-day operations of an application portfolio (maintenance, stability, innovation, development, incident, change and problem management) inclusive of a vendor team within an outcome-based contract.
• Monitor supplier procedures and client interaction to ensure compliance with company policy and SLAs.
• Review performance results to determine when application maintenance support levels need to change, initiating supplier dispute and contractual change requests as needed.
• Achieve the highest value service from vendors, evaluating vendor performance based on metrics, and review and validate service level report accuracy, escalating discrepancies.
• Act as initial contact for suppliers participating in the end-to-end support process.
• Ensure proper coordination of software application design, development, testing, quality assurance, configuration, installation and support for smooth, stable and timely implementation of work requests and issue resolution.
• Provide technical and application portfolio risk management consulting leadership to managers and the supplier, accountable for technical delivery of work by the supplier for a defined portfolio.
• Ensure delivery and planning of large application maintenance and currency efforts in partnership with the supplier and project management.
• Coordinate with the supplier and the Application Development Project team to transition services and support to application maintenance transition activities.
• Partner with architects and shared services teams to ensure standards, software development practices, and compliant designs are met.
• Review support documentation for Operational IT governance, identify opportunities for new services, continuous improvement and cost reduction, and manage related change requests.

Knowledge Skills & Abilities

• Bachelor's Degree or equivalent in Computer Science, MIS, Engineering or a directly related field, Master's Degree preferred.
• 8+ years of software engineering, development, or operations experience, including 5 years in technical leadership.
• Expertise in supplier service delivery oversight, quality review, and acceptance.
• Expertise in new computing architectures and implementation of networked computing structures.
• Demonstrated expertise working across multiple platforms and technologies.
• Strong problem-solving skills.
• Ability to communicate effectively in both technical and business terms.
• Ability to embrace, adapt, and lead through change, fostering effective partnerships and collaboration with peers and vendor resources.

The Application Support Consultant produces integrated consulting solutions for DDI clients across diagnostics, training facilitation, assessment design, and leadership development programs. Reporting to senior consultants and sales partners, this role advances long-term client partnerships and business growth by managing projects from design through delivery while championing innovation in talent management solutions.

Key Deliverables

• Ensure effective implementation and client results for DDI clients and projects, providing high-level, integrated consulting to assist clients in evaluating and implementing DDI solutions.
• Design and deliver DDI solutions including program design, training facilitation, online learning, assessment design, assessing, report writing, feedback, success profiling, and selection systems.
• Ensure effective project management through consistent application of DDI's project management process, managing project costs and profitability to agreed levels.
• Develop long-term, high-level business relationships with clients, supporting key sales opportunities and exploring expansion or penetration opportunities within client projects.
• Develop pricing with sales partners, providing expert guidance on estimating consulting time required to deliver solutions.
• Provide support for DDI marketing activities including conference presentations and marketing events.
• Champion continuous improvement and innovation in developing client solutions.
• Lead project teams, ensuring stakeholders are aligned and supported to fulfil their accountabilities, and manage projects of small to large-scale client implementations.
• Facilitate DDI leadership development and behavioural interviewing programs, designing or configuring solutions integrating online, virtual and face-to-face learning methods.
• Serve as a role-player, assessor, report writer and feedback provider for DDI's assessment options, and assist in job analysis, competency modeling and report writing.
• Support projects through the use of technology.

Professional Experience

• Relevant undergraduate or postgraduate degree, preferred.
• 3+ years of relevant experience in an external consulting role or human resource function.
• Strong consulting skills with the ability to quickly and accurately assess client needs and develop effective solutions.
• High degree of business acumen and proven ability managing complex projects.
• Demonstrated progressive achievement, high work standards, and energy.
• Excellent oral and written communication skills.
• Motivated for business development, an advantage.
• Instructional design experience incorporating digital learning, preferred.

Embedded within a regional IT support team, the Application Support Consultant develops and maintains the knowledge base for SAS application systems while conducting health checks, diagnosing root causes, and resolving customer issues at the first tier. Working closely with the 2nd tier SAS support team and team management, this role sustains system stability and ensures timely, documented resolution of application and infrastructure incidents.

Areas of Ownership

• Provide 1st tier support to customers and conduct investigations of application system-related issues.
• Work with the 2nd tier SAS support team to diagnose root cause and resolve application system-related issues.
• Participate in testing to verify and understand application logic and behavior.
• Update the ticketing system (e.g., JIRA) for reported problems and resolutions.
• Develop and maintain the knowledge base for ongoing support.
• Conduct health checks and maintain system stability for customers.
• Escalate issues to the team manager in a timely and appropriate manner.

Education & Experience

• Degree in Engineering, IT, Computer Science, or related disciplines.
• 3+ years of working experience in the IT industry.
• Knowledge of system and application support, preferred.
• Basic knowledge of database and system platforms (e.g., Windows and Linux), required.
• Able to work independently, self-motivated, with a strong sense of responsibility as a problem solver.
• Fluent communication and written skills in English and Chinese.
• Relevant project or application support experience considered for candidates with less experience.

Reporting to senior management at a worldwide HR services provider, the Application Support Consultant develops project schedules and plans while overseeing product improvements from external vendors and facilitating technical onboarding with internal and external parties. Partnering with project stakeholders and colleagues, this role ensures risks and issues are resolved and delivers timely progress reporting to enable informed management decisions.

Role Responsibilities

• Maintain relationships with project stakeholders.
• Identify and ensure risks and issues are resolved.
• Oversee product improvements from external vendors.
• Provide supervision to project colleagues.
• Create progress reports intended for management reviews.
• Facilitate technical onboarding processes with internal and external parties.

Background & Experience

• Bachelor's degree or above, ideally in computer science or a similar field.
• 3-5 years of experience as a project manager, preferably in financial services or software development.
• Proven success implementing projects on time and within budget.
• Expertise in multiple stakeholder management, risk management, and requirements management.
• Skilled in managing software development programs.
• Fluent in Japanese and English.

Sitting at the intersection of IT application strategy and vendor management, the Application Support Consultant refines the short, medium, and long-term application roadmap in collaboration with application specialists, product owners, and Walmart liaison contacts. Operating across Level 2 incident response, patch management, and business process owner support, this role improves operational efficiency and ensures standards-compliant application delivery within Massmart's technology environment.

Job Functions

• Assist in developing and regularly reviewing a short, medium and long term application strategy in collaboration with the application specialist and product owner, keeping up to date with external trends and budget changes.
• Be responsible for understanding the application, supporting infrastructure and systems integration, participating in updates including upgrades, patches and new releases.
• Ensure response to Level 2 incidents, flagging complex incidents to the application specialist/product owner, and ensure root cause analysis and workaround development for application errors.
• Participate in service and post-incident reviews to improve operational efficiency, and perform regular analyses on application functionality to suggest improvements.
• Provide technical support to internal teams and external clients as required, and assist in providing training to end users.
• Maintain and update technical documents and procedures, ensuring configuration changes and application updates are duly recorded, scheduled and reported to senior leadership.
• Interact with vendor support teams and liaise regularly with Central IT, Business IT and core business stakeholders for application support assistance.
• Maintain and build effective, professional relationships with third party vendors and service providers, including liaising with Walmart, to ensure timely delivery and high standards of quality and cost effectiveness.
• Keep abreast of the latest tools, technologies and trends in IT applications deployable in Massmart, and deploy mechanisms to assist business process owners in stating business demands and specifications according to standardized templates.

Minimum Qualifications

• Bachelor's Degree or National Diploma in Information Systems, Computer Science or related field.
• 3-4 years' experience in IT, including at least 1-2 years as an application support engineer.
• Advanced knowledge of front-end and back-end programming languages.
• Thorough knowledge of requisite IT systems and applications.
• Technical knowledge of issue resolution.
• Awareness of tools and technologies deployable in this area.
• Ability to keep up with innovation in application design.
• Ability to plan and prioritize tasks, applying critical thinking for quick decision-making.

A key member of the Application Support team, the Application Support Consultant builds and maintains the knowledge base supporting Unit4 ERP customers through timely case resolution, defect documentation, and proactive escalation management. Collaborating across customer service, team leadership, and global regional teams, this role delivers great customer outcomes and drives process improvements that enhance the overall customer experience.

Functions

• Process and solve cases, incidents and service requests in a timely and qualitative way.
• Actively assist in progressing investigations offline for other regions and time zones.
• Investigate, process and document application defects passed to the Application Support team.
• Verify and action automated alerts.
• Test and document newly released fixes and features.
• Produce clear and detailed Knowledge Articles and documentation to assist customers and other support departments.
• Deliver great customer outcomes.
• Be proactive in highlighting potential escalation risks with the Team Leader and coordinate additional resource requirements to assist with investigation.
• Handle customer escalations, taking ownership of complicated issues and keeping customers updated of progress.
• Comply with the Company's information and security requirements and all business procedures, policies, and ISO standards.
• Investigate, document and present process improvements that enhance the customer experience to the Customer Services Team Leader.
• Identify opportunities for service improvement or chargeable activities and raise these via appropriate channels.
• Work in a team environment to help and assist colleagues.

Experience & Qualifications

• Previous experience working within Corporate IT.
• Common knowledge of Microsoft technologies, workplace processes and IT infrastructure.
• Previous experience working in a Customer Service environment, an advantage.
• Knowledge of a given Unit4 ERP module.
• Common knowledge of SQL and ITIL.
• Good analytical and problem-solving abilities.
• Strong communication skills with fluency in English, verbal and written.
• Exceptional customer-facing skills with the ability to implement exceptional customer service.
• Ability to manage own time, prioritize workload and meet deadlines.
• Friendly, professional manner with an enthusiastic, positive approach to tasks.
• Ability to use initiative and work both alone and as part of a team.

A key member of the security operations team, the Security Application Support Consultant oversees the installation, configuration, and performance monitoring of SIEM and security infrastructure applications, including Elastic, Splunk, and ELK stack components. Collaborating across project teams, application SMEs, and internal and external service providers, this role drives continuous knowledge-sharing and incident resolution to protect organizational security posture and meet CGI Global Security standards.

What You'll Do

• Work with project teams and application SMEs to evaluate, select, and familiarize with security applications, meeting requirements with service providers as required.
• Install, configure and maintain security applications, customizing configuration files and settings per organizational and industry best practice, and document configurations not covered by vendor documentation.
• Ensure planned changes are managed using Change Management best practices, and help ensure OS and application upgrades and patches are completed on time, in compliance with CGI Global Security standards.
• Define, implement and monitor operational and performance objectives for each security application (e.g. MTBF, MTTR, Availability, Disk space, CPU usage), monitoring availability, performance and usage using monitoring tools.
• Report incidents when applications fall below objectives, troubleshoot to determine root cause and corrective action, and work with SMEs and internal/external service providers to resolve incidents as required.
• Document lessons learned through root cause analysis and troubleshooting, and continuously share knowledge with teammates using oral and written communication.
• Help project teams achieve cost, schedule, and quality goals by completing tasks on time and with quality.

Qualifications & Experience

• Degree in IT Security, Engineering, or Technology-related fields, a major plus.
• Relevant certifications, highly desirable.
• IT and/or Security innovation and automation experience.
• Experience in SIEM application administration, security solutions support, and security infrastructure support.
• Experience with SIEM solutions (e.g. Elastic, Splunk, ArcSight, Qradar).
• Experience with log collection solutions (e.g. syslog, rsyslog, syslog-ng, winlogbeats) and the ELK stack (Elasticsearch, Kibana, Logstash, filebeat, packetbeat).
• Experience with system monitoring tools (e.g. Zabbix, Spiceworks, Nagios) and infrastructure automation/DevOps solutions (e.g. Ansible, Puppet, Chef, Salt).
• Strong understanding of the Linux operating system.
• Skilled in troubleshooting and resolving application-layer issues and errors.
• Understanding of scripting (e.g., Bash Shell Scripting, Python).
• Good communication skills in English and French, oral and written.

Accurate position management across twelve cash, FX, and derivatives asset classes in the Kondor+ Ecosystem depends on the Kondor Application Support Consultant, who advances incident resolution, gap analysis, and functional specification across APAC core components including deal booking, Risk and PNL calculation, and report generation. Serving as the ALMT IT domain expert, this role coordinates with Central and Asian teams, upstream and downstream interfaces, and Level 3 support to sustain Front Office operations and ensure ITIL-compliant change and release management.

Day-to-Day Responsibilities

• Support ALM & Treasury, BP2S, WM, and GB business and related functions on the Kondor+ Ecosystem application and infrastructure, a position management system handling twelve different cash, FX and derivatives asset classes.
• Understand user requests and provide customer-oriented support, informing users of relevant information.
• Support production incidents and problem resolution, gathering symptoms, investigating root cause, reproducing incidents in the test environment, recovering or deploying workarounds, and communicating with Level 3 for long-term fixes.
• Coordinate with Central and Asian teams when required, and support multiple interfaces from and to upstream and downstream systems.
• Support Kondor APAC core components (deal booking and schedule generation, Risk & PNL calculation, reports generation, system configuration).
• Capture user requirements, perform gap and impact analysis, produce functional specifications, and escalate and follow up with relevant IT teams.
• Participate in the lifecycle of multiple ongoing projects as ALMT IT domain expert.
• Adhere to defined best practices and GM standards for Change, Release, Incident, Problem and Request Management (ITIL).
• Participate in maintenance operations (BCP, DR, maintenance operations, go-live, etc).
• Coordinate with other IT APS and system teams supporting the system (ALMT Dev team, Market data, DBA, Unix/Windows).
• Follow and ensure compliance, operational risk, and IT security guidelines are followed and applied by the team.

Skills & Qualifications

• 2-5 years of experience in similar Front Office application support.
• Strong SQL and scripting language skills (code analysis, debugging, monitoring development).
• Strong UNIX command line knowledge (Linux Red Hat used).
• Strong time and task management skills in high multitasking environments.
• Exposure to Sybase ASE or similar DB technology, Unix OS, and Windows 2008/2012 servers.
• Exposure to IT production environment and standard methodologies (Change and Incident Management, Disaster Recovery process, ITIL and Agile processes).
• Exposure to Excel data manipulation (VLOOKUP, PivotTable, Array, SUMPRODUCT) and scripting (VBA).
• Exposure to a multi-cultural work environment.
• Knowledge of financial products such as risk and pricing of derivatives and cash products.
• Knowledge of standard methodology (CMMI, ITIL and Agile).
• Advanced development and scripting knowledge, preferred.
• Experience developing or providing support on Kondor+3.0/3.4 applications, preferred.
• Experience with Business Object for report development, preferred.

As the Application Support Consultant, this role advances customer issue resolution, knowledge article creation, and proactive communication around application performance for TeamDynamix platform implementations. The Customer Success organization relies on this work to identify improvement opportunities, capture user feedback for future development, and ensure critical support inquiries are fully resolved on behalf of clients.

Scope of Work

• Assist customers with questions related to their implementation of TeamDynamix applications, responding to issues, identifying problems, and coordinating corrective action.
• Organize and maintain the collection of tickets reported by customers, ensuring resolution, and create and maintain knowledge articles related to product use and function.
• Provide proactive communication to customers around application performance, status and maintenance activities.
• Work closely with the Customer Success organization to identify and implement areas of improvement, capturing user feedback to inform future application development.
• Work on special projects to improve operating efficiency of technical support, escalating support issues to appropriate groups within TeamDynamix as needed.
• Instruct end users on changes to products via support inquiries, and advocate on behalf of customers on critical inquiries to ensure full resolution of issues.

Required Qualifications

• Bachelor's degree in Information Systems, Computing Studies, IT, or related field.
• 1-5+ years of relevant experience.
• Comprehension and/or experience with HTML/CSS, REST APIs, scripting languages, database concepts, and Web Architecture principles.
• Previous experience with TeamDynamix applications, a strong plus.
• Excellent problem-solving, verbal and written communication skills.
• Strong customer-service orientation with commitment to quick, quality solutions for customer issues.

Application Support Consultant develops and maintains technical knowledge to support telephone-based customer inquiries, SQL troubleshooting, batch job monitoring, and application user training across internal and external user groups. The work directly supports accurate documentation, reliable system performance, and seamless after-hours server coverage for the organization's application environment.

Work Activities

• Provide technical and information support on applications to customers via telephone.
• Perform basic troubleshooting, including writing fundamental SQL scripts, on reported issues.
• Escalate technical issues to relevant parties when needed and follow through diligently until issues are closed.
• Monitor ongoing batch jobs to ensure successful execution without failure.
• Provide monthly helpdesk reports.
• Perform application testing where required.
• Maintain and update user guides and documents related to the application.
• Provide application user training to external and internal users.

Experience & Qualifications

• Diploma or Degree in Computer Science or a related discipline.
• 1-2 years of working experience.
• Good problem-solving and SQL skills.
• Knowledge of basic hardware configurations and operating systems.
• Skills in troubleshooting, hardware investigation, problem solving, Unix, logging, B2B, application support, operating systems, team leadership, and ITIL.
• Good English writing skills and interpersonal skills.
• Positive attitude to meet new challenges.
• Be available to stand by after office hours or weekends to support server activities whenever required.

The Application Support Consultant oversees L1 troubleshooting and alert management across an eCommerce platform, escalating infrastructure and application issues to respective teams while ensuring SLAs are respected and incidents are resolved within defined timeframes. Reporting to the support team and engaging directly with clients in meetings and follow-ups, this role sustains platform reliability and client satisfaction through structured incident management and application rollout support.

Performance Expectations

• Identify and perform L1 troubleshooting of application and infrastructure issues.
• Acknowledge and manage different alerts on the Ecommerce platform.
• Troubleshoot issues raised by monitoring systems or the client.
• Escalate issues to the respective team and ensure proper follow-up.
• Ensure SLAs are respected, and incidents are resolved within the timeframe.
• Participate in client meetings to ensure all issues are addressed.
• Follow up with clients to ensure problems are resolved.
• Provide support for application rollout.

Professional Experience

• Degree or Diploma in Computer Science or Information Technology.
• Proven work experience as a support consultant or similar role.
• Good knowledge of ITIL.
• Understanding of DNS, networking, firewall, DHCP, TCP-IP/OSI, VLAN and IMAP.
• Proficiency in SQL.
• Proficiency in scripting languages such as Bash, Python, or similar programming languages.
• Excellent problem-solving and communication skills.
• Fluent in English.

The Application Support Consultant owns production issue resolution for applications built on UNIX, Core Java, Scala, and Big Data technologies, prioritizing incidents by impact and urgency across the platform. Working alongside Infrastructure, environment, and stakeholder teams, this role supports platform upgrades, automated pipeline development, and change ticket coordination to sustain system stability and reduce manual effort.

Key Responsibilities

• Troubleshoot and resolve production issues escalated by the L2 Operations team by prioritizing them on the basis of impact and urgency.
• Coordinate with Infrastructure and environment teams for platform upgrade and stability maintenance projects.
• Build automated workflows and deployment pipelines wherever possible to reduce manual effort.
• Research and analyze business requests and recommend solutions.
• Participate in production and user acceptance testing support to troubleshoot complex problems in applications and technologies.
• Interact effectively with stakeholders, end users, business analysts, and technical resources to gather requirements and prepare design specifications as instructed by senior team members.
• Coordinate change ticket implementations.

Required Qualifications

• Degree/diploma in Computer Science, Applied Sciences engineering, or relevant work experience.
• 4-6 years of experience providing production and platform support for applications built on UNIX OS systems using Core Java, Scala, Python and SQL, with technical experience in Jenkins, Github, JFrog and Bash.
• 2+ years of experience supporting financial systems applications built on Big Data technologies such as Hadoop, Hive, HBase, Oozie, HiveQL, Hive UDFs, Sqoop, Spark and Impala, along with batch job processing using enterprise schedulers like Autosys and Zeke.
• Clear understanding of ITIL concepts with emphasis on Incident, Problem and Change management procedures; hands-on experience in ServiceNow and Jira an asset.
• Previous experience troubleshooting scalable data frameworks in Azure Cloud technologies such as Azure Data Factory, Databricks, Nifi, Azure Data Lake Storage, Azure Blob, Azure DevOps, Azure Monitor, Azure Synapse, Azure Data Catalogue/Purview and CosmosDB, an asset.
• Digitally savvy with a drive to find automated solutions by embracing evolving technologies, tools and trends.
• Effective stakeholder communication skills, including creating or collecting appropriate notification templates.
• Strong analytical skills, comfortable investigating complex problems and communicating detailed information impactfully.
• Collaborative, team-oriented mindset with a passion for client service and positive client experience.
• Alignment with company values of trust, teamwork, and accountability.

Embedded within a client-facing technical team serving Fortune 100 and global retail organizations, the Application Support Consultant delivers resolution of medium- to high-complexity issues across web- and API-integrated software products. Working closely with internal teams and enterprise clients, this role sustains client satisfaction and project success through consultative guidance, code review, and clear communication of technical concepts.

Core Functions

• Work independently or collaboratively with internal teams and clients to resolve concerns, issues and questions in a professional and timely manner, including troubleshooting cases of medium to high complexity across different features and products.
• Provide consultative guidance to assigned clients on resolving related issues on their site while maintaining empathy and professionalism.
• Manage client expectations and meet or exceed time commitments consistently.
• Explain technical concepts such as limitations, requirements and functionality to a wide range of technical and nontechnical, internal and external audiences.
• Participate in or lead client meetings, demonstrating detailed technical knowledge of the product and how clients utilize it on their websites.
• Perform simple code changes to address client issues and review code changes made by others for accuracy prior to implementation.

Qualifications & Experience

• Degree in CIS, MIS, or Computer Science (or equivalent job experience).
• 2+ years of experience with Web 2.0 technologies, ideally within an eCommerce environment, including coding or scripting for websites using HTML, CSS, JavaScript, SQL, and XML.
• Experience in a client-facing role, preferably in application or software support, ideally with enterprise clients.
• Working experience with Salesforce and JIRA.
• Knowledge/understanding of SEO strategies and methodologies.
• Ability to communicate in two or more languages; additional Japanese language skills a plus.
• Analytical, detail-oriented approach with a focus on exceeding expectations.
• Strong drive and passion for delivering exceptional customer service.
• Ability to prioritize and manage multiple priorities in a dynamic environment.

Reporting to the Modern Work, Security and Azure team, the Application Support Consultant shapes Microsoft 365 user account management and identity protection across cloud and on-premises environments for large-scale client organizations. Partnering with Central IT, business stakeholders, and vendor teams, this role reduces risk and drives continuous improvement by automating account provisioning, auditing, and reporting at enterprise scale.

Primary Duties

• Utilise Microsoft Exchange, Skype for Business, and Azure AD best practices across cloud and on-premises implementations.
• Extend identity and threat protection with integrated and automated security to help stop damaging attacks.
• Bring together identity protection and advanced compliance capabilities to protect and govern users while reducing risk.
• Analyse M365 implementations to identify and address areas of opportunity.
• Drive continuous improvement and reduction in manual effort by automating account provisioning, auditing and reporting.
• Execute application and platform changes, releases, and service requests in supported environments.
• Perform root cause analysis and service improvement solutions.
• Liaise with appropriate teams for development of corrective actions or viable workarounds to resolve major incidents.
• Adhere to ITIL guidelines for Incident, Problem, and Change Management.
• Provide remote and onsite support to VIPs.
• Ensure all work is carried out and documented in accordance with required standards, methods and procedures.
• Conduct knowledge transfer sessions with the Service Desk and Desktop teams.

Skills & Qualifications

• Existing Microsoft, Azure and Splunk fundamentals certifications.
• Previous experience working for an MSP and a large government organization (100,000 users).
• In-depth expertise managing Office 365 using PowerShell, Graph API, MFCMAPI and Python for an 800,000-user Azure AD tenant.
• In-depth understanding of Azure Active Directory (Azure AD Connect Health, Identity Protection, Azure AD MFA), email security (Advanced eDiscovery, Defender for Office 365, DKIM, DMARC and SPF), Microsoft Identity Manager (MIM), Sailpoint IIQ and Citrix ShareFile.
• Strong experience retrieving data from complex SQL queries in scripts.
• Experience developing automated processes for managing Office 365 and Skype for Business.
• Experience with Skype for Business synthetic transaction monitoring.
• Proven record enhancing automated processes for identification and remediation of potentially compromised accounts.
• Experience with Splunk Search Processing Language and MaxMind GeoIP2 to identify potential hackers.
• Experience in AWS, Azure Automation, Kusto (KQL), Azure Security, and Azure Development is highly desirable.