About GoldenSource (https://www.thegoldensource.com)

GoldenSource International is a fast growing FinTech firm and a leader in
data management software solutions for the financial services sector.
Headquartered in Current York, GoldenSource also has key offices in London, Milan
and Mumbai, with more than 400 staff worldwide. Having been acquired in 2022 by
private equity firm Gemspring, GoldenSource is in an exciting phase of
investment and rapid growth. GoldenSource offers an international working
environment, a positive corporate culture, the opportunity of professional
development and attractive employee benefits.

Industry Recognition: GoldenSource consistently receives industry recognition
and awards for a wider range of capabilities than any other firm in our space.
The awards include Best Data Management Platform and Best Cloud-Based Data
Management Solution.

Job Description

As an application support analyst, we are seeking someone who is passionate
about solving problems through innovation and engineering practices.

We embrace a culture of experimentation and constantly strive for improvement
and learning. You’ll work in a collaborative, trusting, thought-provoking
environment—one that encourages diversity of thought and creative solutions
that are in the best interests of our customers globally. You will identify
opportunities to improve support quality and efficiency through automation and
tool implementation/configuration.

This role is a combination of production support and process improvement and
efficiency within the global team for the services we provide and tools we
utilize.

Primary responsibilities and accountabilities

* End to end troubleshooting application issues and alerts – standard L0/L1
support
* Basic service requests like file movements, job reruns etc.
* Alert reduction, rationalisation and standardization
* Job execution, configuration and optimisation




* Code deployment
* SLA upkeep and timely acknowledgments of issues
* Managing runbooks for all major tasks
* Periodic analysis of ticket trends and channeling improvement inputs to the
right team(s)
* Major incident management – Investigation, mitigation, resolution, RCA,
action items
* Automation, enhancements, improvements (stability, capacity, resiliency)
* Collaborate closely with existing OPS and DEV owners of in-scope systems,
reinforcing the SRE mindset, common goals, and maintaining focus on reliability
and supportability
* Develop automation and tooling to support SRE activities and achieve
specific reliability and supportability goals (reduction of toil, monitoring
and alerting efficiency, etc.), for in-scope systems
* Ensure that the GS critical systems and products are maintained and
supported in order to achieve the efficient and effective delivery of services
* Collaborate with product, PSG, infrastructure SMEs to maximize client
experience through the support interface
* Develop, manage and execute organization application support process and
procedures
* Mentor team to enhance their technical knowledge and handling complex
issues
* Identify incident trends and make appropriate recommendations to prevent
incident recurrence
* Developing final solutions for known errors
* Rotational weekend support
*
Required skillset / qualifications

* 3-4 years of hands-on L0/L1 application support experience, preferably in
finance/reference data domain




* Ability to learn and master enterprise-specific products
* Ability to diagnose & address application issues
* Good understanding of ITIL principles, with a major focus on end to end
incident management
* Knowledge of deployment utilities and tools/framework - DevOps tools (Bit
bucket, Jenkins, Jules, Automated deployment tools)
* Unix/Linux – troubleshooting and shell scripting
* Basic understanding of Java to perform standard troubleshooting (connection
pooling, data sources, JMS issues, heap breaches etc.)
* Experience with Enterprise Job Scheduling Tools, e.g. Control-M, AutoSys,
etc.
* Web services administration including IIS/Apache/Tomcat/WebSphere
* (AWS) Amazon web services – application hosting knowledge, troubleshooting,
configuration
* Good understanding of PL/SQL and stored procedures
* Automation – RPA, Python, Ansible, etc.
* Business intelligence – Tableau, PowerBI, QlikView, etc.

Tools Proficiency:

Knowledge of ITSM tools such as HPSM, ServiceNow, JIRA ServiceDesk, etc

Knowledge of monitoring tools such as SCOM, Sitescope, Netcool, Dynatrace,
GENEOS, etc

Knowledge of log monitoring tools such as Splunk and ELK

Interpersonal Skills

* Strong communication, presentation, and relationship management skills
* Demonstrate strong interpersonal and communication skills while working
with diverse audiences including highly technical IT professionals, developers,
and architects
* Ability to develop collaborative relationships with customers, partners,
and developers across the business at all levels
* Able to manage relationships with peers and managers as it relates to
support and services
*
Education/Certification/Experience

* Bachelor’s degree in computer science or IT is preferred, from a recognized
university
* Minimum ITIL4 Foundation certified
* ITIL v3 expert would be preferred

📌 Application Support Analyst (Mumbai)
🏢 Application Support & Application Deployment
📍 Mumbai