External Application Support Analyst

Role Overview

The External Application Support Analyst provides 2nd‑line support for business‑critical external and third‑party applications supporting Front Office trading, Middle Office, Back Office, and Settlement platforms. The role is responsible for maintaining production stability, incident ownership, and operational reliability in a 24 x 5.5 environment, while continuously improving monitoring, automation, and support practices. The analyst works closely with business stakeholders, internal technology teams, and external vendors to deliver a high‑quality, resilient service.

Key Responsibilities

• Provide 2nd‑line production support for critical applications, owning investigation, escalation, and recovery of incidents.
• Act as the primary escalation point from Level 1 (L1) support, validating impact, priority, and troubleshooting evidence before escalating to Level 3.
• Manage assigned incident/problem/change queues to ensure time...