Application Support Analyst with InterSystems Caché Experience
About the Position
Our client is looking for an Application Support Analyst who will be responsible for managing incidents across multiple applications. The primary goal of this role is to restore normal service operations quickly while minimising business disruption, investigating root causes, and implementing durable fixes. You will also support change initiatives aligned with Change Management practices and proactively enhance support capabilities through automation, monitoring improvements, trend analysis, and knowledge sharing. Support is provided within an 8 AM – 6 PM window on a shift basis (UK time), with variable start times (8, 9, or 10 AM) to complete an 8‑hour workday. Out‑of‑hours on‑call support is required on a rotational basis approximately once every 4–5 weeks (covering the full work week and weekend).
About the Team
The successful candidate will join the IT Application Support team and work closely with colleagues to manage business‑critical incidents, drive timely resolutions, and support continuous improvement initiatives in collaboration with internal IT teams and external providers.
Responsibilities
- Ensure team services meet client requirements and SLAs.
- Support the management of business‑critical incidents, providing accurate status and impact updates to stakeholders.
- Investigate incidents and defects thoroughly while maintaining system and service integrity.
- Record and update incidents according to the Incident Management Matrix and SLAs, ensuring timely resolution and service restoration.
- Identify and escalate operational risks related to capacity and performance to prevent service degradation.
- Adopt and promote ITIL and service management best practices, ensuring alignment across 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 third‑party vendors for complex issues.
- Participate in shift and out‑of‑hours support rotas to ensure coverage for critical systems.
- Assist with onboarding and training new team members, maintaining documentation, runbooks, and knowledge articles.
Requirements
- Recent experience with InterSystems Caché and ObjectScript, including coding and debugging.
- Familiarity with SQL for investigation, reporting, and remediation activities.
- Experience with software transition and release management, QA/UAT support, and disaster‑recovery planning.
- Ability to produce clear technical documentation, use cases, and activity diagrams.
- Good spoken English.
- End‑to‑end support experience, including incident and problem management, trend analysis, and post‑incident reviews.
Nice to Have
- Degree in Computer Science or an equivalent technical qualification.
- IMC or similar certifications demonstrating knowledge of the investment management domain.
- Experience working in investment management firms with an understanding of investment operations.
- Proficiency with Microsoft Office and familiarity with ITSM/ticketing tools and monitoring platforms.
