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Tier‑1 firm plus senior requirement yields moderate applicant competition.
Strong ITIL/service-management emphasis makes cross-industry transfer moderately constrained.
Explicit 9+ years, ITIL/service management, technical stack and managerial experience enforce strict filters.
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Own 2nd line Application Support for a high-availability cloud environment serving regulatory reporting SaaS products.
Collaborate with development, product, and infrastructure teams for issue resolution, new release readiness, and continuous improvement of application health monitoring and support processes.
Drive Business Continuity, Disaster Recovery, and compliance activities including SoX Type 2 audit and DORA requirements.
9+ years of experience in Service Management (Application Support).
Strong knowledge of Windows and Linux operating systems, databases and SQL (including query plan analysis), and networking fundamentals related to load balancers.
Experience with shell scripting; Python scripting is advantageous.
Familiarity with ITIL processes for Incident, Change, and Problem Management.
Experienced in managing small to medium scale teams within service management roles supporting complex cloud-based SaaS platforms.
Comfortable working at the intersection of technical troubleshooting and business impact, capable of communicating effectively with technical and non-technical stakeholders.
Skilled in proactive monitoring, incident management, and supporting compliance frameworks in a regulated environment.