Application Support Team Lead

São Paulo, Brazil
Full time
Remote
Compensation is not specified
Role
Operations Manager
Description

Company Overview

Genesis is a pioneering organization that revolutionizes application development within financial markets through its innovative low-code platform. Our mission is to empower developers and enterprises to create secure and efficient applications at an unparalleled speed and scale.

We value a diverse and inclusive company culture at Genesis, recognizing that our success stems from a workforce rich in unique perspectives, diverse backgrounds, and varied experiences. With the dynamic energy of a startup and the expertise of a scale-up enterprise, we continuously innovate to enhance the work experience for everyone.

Role Overview

We are seeking an individual to fill the role of Application Support Analyst (Supervisor/Team Lead) as part of our mission to establish a world-class global support division for our clients and assist in managing their LCAP infrastructure and platforms. The ideal candidate will possess strong technical acumen, a problem-solving mindset, and excellent communication skills, collaborating with both customer IT teams and internal development and product teams. Our support analysts must grasp the broader business systems and processes at customer sites to deliver top-tier support services.

Responsibilities

  • Lead and manage a team during assigned shifts, addressing and resolving incidents and critical issues.
  • Coordinate with other team leads to ensure effective ticket management, shift transitions, and escalations.
  • Provide front-line support for Low-Code Application Platform applications and infrastructure.
  • Act as a liaison between second and third-line support teams, development units, and IT infrastructure departments.
  • Engage with a diverse client base to deliver status updates, successful solutions, and maintain detailed documentation.
  • Record issues, manage incidents, and apply problem management processes adhering to ITIL guidelines.
  • Monitor all client-hosted platforms and manage audit requests effectively utilizing tools like Prometheus, Data Dog, and Splunk.
  • Implement changes following a stringent change management process, including testing in UAT and production environments.
  • Oversee, perform quality assurance, and approve all go-live and production changes and upgrades.
  • Contribute to organizational and departmental process improvements.

Qualifications

  • 7-14 years of experience in supporting capital markets solutions.
  • Experience in leading and collaborating within a follow-the-sun support model.
  • Strong problem-solving and analytical skills.
  • Proficiency in incident management, escalation procedures, and change management.
  • Effective communication and interpersonal skills, with the ability to translate technical concepts to non-technical stakeholders.
  • Proactive approach to problem resolution and willingness to assume additional responsibilities.
  • Proficient in scripting, programming, Linux environments (e.g., Amazon Linux 2023, Redhat, CentOS), and cloud computing (preferably AWS).
  • Understanding of networking, client/server technology, FIX connectivity, and Agile Software Development practices.
  • Familiarity with asset types such as equities, fixed income, FX, listed futures, options, and OTC derivatives.
  • Ability to engage constructively in technical discussions and collaborate effectively with technical stakeholders.
  • Demonstrated commitment to process excellence and achieving results through effective organizational practices.
  • Capable of both independent work and teamwork, maintaining composure in all situations and taking initiative when needed.

Application Information

  • Position: Application Support Analyst (Supervisor/Team Lead)
  • Shift Supervision Time: 13:00 - 22:00
  • Weekend and evening pager coverage required on a rotation basis.
Skills Required
Avatar
Genesis Global Trading
Company size
Not specified
Location
United States
Description
Not specified

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