Application Support Engineer (Front Office)

We are

At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading digital solutions. Synechron’s progressive technologies and optimization strategies span end-to-end Artificial Intelligence, Consulting, Digital, Cloud & DevOps, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization, from Artificial Intelligence and Blockchain to Data Science models, Digital Underwriting, mobile-first applications and more. Over the last 20+ years, our company has been honored with multiple employer awards, recognizing our commitment to our talented teams. With top clients to boast about, Synechron has a global workforce of 17,000+, and has 58 offices in 22 countries within key global markets.

Our challenge

We are seeking an experienced Application Support Analyst to join our team and support Front Office platforms focused on deal capture, trade booking, trade lifecycle processing, and portfolio credit analytics. The successful candidate will provide hands-on L1/L2 production support, troubleshoot application and data issues, coordinate with engineering and infrastructure teams, and contribute to continuous improvements that strengthen platform stability and operational efficiency.

Additional Information* 

The base salary for this position will vary based on geography and other factors.  In accordance with law, the base salary for this role if filled within Mississauga, ON is CAD $90k – CAD $105k/year & benefits (see below).

The Role

Responsibilities:

• Provide L1/L2 application support for Front Office platforms supporting deal capture, trade booking, lifecycle events, and portfolio credit analytics, ensuring stable operation and timely service restoration.
• Perform incident intake, triage, impact assessment, and prioritization; resolve issues at L1/L2 where possible and escalate to L3/engineering/infrastructure with clear diagnostics, evidence, and reproduction steps.
• Execute ITIL-aligned Incident, Problem, and Change Management processes, ensuring adherence to SLAs/OLAs and consistent stakeholder communications.
• Use ServiceNow (or equivalent) to manage incidents/requests/changes end-to-end, including accurate updates, handoffs, approvals, and closure documentation.
• Troubleshoot functional and technical issues impacting trade booking and lifecycle flows (e.g., booking validations, lifecycle amendments, cancel/correct, and downstream confirmations/settlement integrations), coordinating with upstream/downstream teams as needed.
• Support operational stability of portfolio credit analytics workflows by investigating calculation breaks, data refresh issues, and feed/interface failures, coordinate resolution and preventive fixes through problem management.
• Diagnose and validate data issues using SQL (reconciliation, break analysis, anomaly identification) to isolate root symptoms and accelerate resolution.
• Perform Linux-based troubleshooting (log review, job/process checks) to identify failure points and provide actionable escalation context to engineering and infrastructure teams.
• Monitor and support batch/scheduled processing and critical operational checks; manage reruns/recovery steps and ensure timely completion of daily cycles.
• Assist with deployments, releases, and environment upgrades across DEV/UAT/PROD, including pre-release validation (smoke checks) and post-release monitoring; exposure to CI/CD practices is a plus.
• Track defects, enhancements, and operational work items in Jira and maintain knowledge assets and technical documentation in Confluence.
• Develop and maintain runbooks and repeatable procedures for common support scenarios and recovery actions to reduce MTTR (mean time to recover) and improve consistency.
• Create lightweight automation utilities using Python / PowerShell / Shell scripting to streamline repetitive support tasks and improve operational controls.
• Provide clear stakeholder communications during incidents and changes, including status updates, business impact summaries, and post-incident reporting/trend insights when required.

Requirements:

• Experience in application production support, technical support, or operations within a financial services environment.
• Strong understanding of Front Office or capital markets workflows, including trade booking, deal capture, trade lifecycle processing, confirmations, settlements, or credit analytics.
• Experience providing L1/L2 support for business-critical applications.
• Good knowledge of ITIL processes, including Incident, Problem, Change, and Request Management.
• Hands-on experience with ServiceNow or a comparable IT service management platform.
• Strong SQL skills for data investigation, reconciliation, and issue analysis.
• Working knowledge of Linux or Unix environments, including:
• Log file analysis
• Process and job checks
• File and directory operations
• Basic shell commands
• Batch troubleshooting
• Experience supporting batch processing, scheduled jobs, interfaces, and data feeds.
• Familiarity with Jira and Confluence.
• Experience supporting application deployments, releases, environment upgrades, and post-release validation.
• Strong analytical, troubleshooting, and root-cause investigation skills.
• Excellent written and verbal communication skills.
• Ability to work effectively with business users, operations teams, developers, infrastructure teams, and third-party vendors.
• Ability to work under pressure and manage multiple priorities in a production support environment.

Preferred, but not required:

• Experience with portfolio credit risk or credit analytics platforms.
• Knowledge of derivatives, fixed income, foreign exchange, equities, or other capital markets products.
• Exposure to CI/CD tools and practices.
• Experience with monitoring and scheduling tools.
• Familiarity with Python, PowerShell, or Shell scripting.
• Experience preparing incident reports, root-cause analyses, and service improvement recommendations.
• Understanding of high-availability production environments and support processes.
• Experience working in a global or follow-the-sun support model.

We offer:

• A multinational organization with 58 offices in 22 countries and the possibility to work abroad.
• 15 days (3 weeks) of paid annual leave plus an additional 10 days of personal leave (floating days and sick days).
• A comprehensive insurance plan including medical, dental, vision, life insurance, and long-term disability.
• Flexible hybrid policy.
• RRSP with employer’s contribution up to 4%.
• A higher education certification policy.
• On-demand Udemy for Business for all Synechron employees with free access to more than 5000 curated courses.
• Coaching opportunities with experienced colleagues from our Financial Innovation Labs (FinLabs) and Center of Excellences (CoE) groups.
• Cutting edge projects at the world’s leading tier-one banks, financial institutions and insurance firms.
• A truly diverse, fun-loving and global work culture.

S​YNECHRON’S DIVERSITY & INCLUSION STATEMENT
 

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

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