Luxoft is seeking a new team member to join an established Application Service Delivery Team supporting a major financial institution in the capital markets and securities industry. This is a support engineer position, delivering Level 1 and Level 2 support services for critical business applications and batch processing operations.
The team operates on a 24/7 support model using a globally distributed structure across APAC, Europe and America regions, ensuring seamless coverage and rapid incident resolution. This initiative offers a dynamic and collaborative environment focused on operational excellence, automation, and client satisfaction.
Batch and Incident Management
- Monitor and address all batch issues to completion, ensuring timely resolution.
- Manage incidents and problems throughout their lifecycle, including documentation and communication of Post-Incident Reviews (PIRs).
- Track and close problem records (root cause analysis).
- Own and resolve outages and alerts using the knowledge base or in collaboration with Development and Infrastructure teams.
- Coordinate with global support teams using a follow-the-sun model to ensure 24-hour coverage.
Application and Environment Monitoring
- Monitor client application stacks to ensure all production environments are Ready-for-Business (RFB).
- Triage alerts and exceptions, and take ownership of resolution.
- Maintain observability and monitoring configurations across supported systems.
- Periodically audit systems to proactively identify potential issues and gaps in observability.
Collaboration and Stakeholder Engagement
- Work closely with regional and global development teams to address issues and meet batch milestones.
- Manage stakeholder communication during outages and critical incidents.
- Coordinate planned downtimes and disaster recovery activities with relevant stakeholders.
Operational Reporting and Documentation
- Produce daily and weekly performance reports detailing metrics, challenges, and achievements.
- Document new issues and their resolutions to enrich the knowledge base.
- Create and maintain runbooks for routine maintenance and operational procedures.
User Support and Ticket Handling
- Monitor ticketing systems, emails, and group chats for user inquiries and issues.
- Respond to and resolve user-reported issues in a timely and professional manner.
Automation and Continuous Improvement
- Identify and automate routine operational tasks to reduce manual effort (toil).
- Filter out noise from alerting systems to improve signal quality.
- Implement automated diagnostics and RFB checks.
- Develop and implement monitoring and contingency plans to enhance system resilience.
MUST
Strong understanding of ITIL processes including Incident, Problem, and Change Management
Experience working with SLA/KPI-driven environments
Hands-on experience with batch monitoring and resolution
Familiarity with support service management and monitoring tools such as ServiceNow, PagerDuty, SolarWinds, Nagios, Splunk, AppDynamics, Dynatrace, Prometheus, Graphana, Jira
Proven ability to investigate and resolve Level 1 and Level 2 technical issues
Experience with root cause analysis and escalation procedures
Exposure to automation tools or scripting for operational efficiency
Ability to identify and implement process improvements
Willingness to work in shifts, including coverage for holidays and weekends
Experience in global support models (e.g., follow-the-sun)
Experience working in distributed teams across multiple geographies
Ability to coordinate with infrastructure, development, and product teams
Strong verbal and written communication skills for incident reporting and stakeholder updates
Ability to maintain and update technical documentation and knowledge base articles
NICE TO HAVEPrevious experiance in capital markets domain
Luxoft DXC
2000
Luxoft, a DXC Technology Company is a global digital strategy and software engineering firm with over 17,000 international employees within its 58 offices in 29 countries. It is headquartered in Zug, Switzerland.
In January 2019, Luxoft was acquired by U.S. company DXC Technology. Luxoft partnered with LG Electronics to create a next-generation Autonomous Mobility concept vehicle that integrates consumers' personalized digital lifestyles into a driving experience. Luxoft enabled Switzerland's first Blockchain based e-vote platform with the City of Zug and Hochschule Luzern's Blockchain Lab.
Luxoft, a DXC Technology Company is a world-renowned company. It has been present on the Polish market for over 13 years. We have offices in Krakow, Warsaw, Wroclaw, and Gdansk. We employ over 2,000 professional experts carrying out projects for over 100 clients from the financial, automotive, medical, tourist industries, etc. We work for many international clients, including the USA, Great Britain, and Switzerland.
So far, Luxoft Poland has made a name for itself as a company that offers work on innovative projects, we offer various experiences in the field of IT, opportunities for rapid development, an extensive training program, and attractive benefits for employees.
At present, 62% of Luxoft Poland employees come from Poland, and 38% from around 50 countries, including Ukraine, Brazil, India, Turkey, Spain, Portugal, Italy, Romania, USA, etc.
At Luxoft, a DXC Technology Company almost 80 percent of employees are experts with the "Senior" experience level, with at least five years of experience. We care about our employees, so every day we try to provide them with the best possible conditions for work and development.
Technology is our passion! We focus on top engineering talent means that you will be working with the best industry professionals from around the world. Because of that, Luxoft is a global family with an epic atmosphere – we love what we do!