Application Support Analyst with Centura (Gupta) experience
About the Position
As an Application Support Analyst, you will be responsible for incident management across multiple applications. Your primary focus will be restoring normal service operations swiftly while minimising business disruption, investigating root causes, and implementing durable fixes. You will support change initiatives aligned with Change Management practices and proactively enhance support capabilities by driving automation, monitoring, trend analysis, and knowledge transfer. Support is provided within an 7 AM to 6 PM window on a shift basis (UK time zone), with flexibility on start times to complete an 8-hour working day.
About the Team
The successful candidate will join the IT Application Support team and will work closely with colleagues to manage business-critical incidents, drive timely resolutions, and support continuous improvement initiatives through collaboration with various IT teams and external providers
Responsibilities
- Ensure team services meet client requirements and SLAs
- Support management of business-critical incidents, providing accurate status and impact updates to stakeholders
- Investigate incidents and defects thoroughly, maintaining system and service integrity
- Record and update incidents in line with Incident Management Matrix and SLAs, driving timely resolution and service restoration
- Identify and escalate operational risks related to capacity and performance to avoid service degradation
- Adopt and promote ITIL and service management best practices, ensuring alignment of processes and controls
- Maintain effective support processes for software and systems across platforms with clear escalation paths
- Provide technical support and guidance to users, liaising with IT teams and vendors for complex issues
- Participate in shift and out-of-hours support rota to ensure service coverage for critical systems
- Assist with onboarding and training new team members, maintaining documentation, runbooks, and knowledge articles
Requirements
- Recent experience with Centura, including coding and debugging
- Familiarity with SQL for investigation, reporting, and remediation
- Experience in software transition and release management, QA/UAT support, and disaster recovery planning
- Ability to produce clear technical documentation, use cases, and activity diagrams
- End-to-end support experience including incident and problem management, trend analysis, and post-incident reviews
- Degree in Computer Science or equivalent technical qualification
- Good spoken English
Nice to Have
- Familiarity with Sybase DB
- Experience within Investment Management firms with understanding of investment operations
- Familiarity with ITSM/ticketing tools and monitoring platforms
