Senior Application Support Engineer

The Senior Application Support Engineer is responsible for providing advanced production application support across MUFG Corporate Markets, helping maintain the availability, stability, performance and integrity of business-critical applications. As a hands-on 2nd and 3rd-line resolver, the role investigates and resolves incidents and service requests across application, database, configuration, integration and environment layers, escalating code-related issues to development teams where required.

The role supports day-to-day business operations, contributes to problem management and root-cause analysis, and identifies opportunities to improve monitoring, automation, documentation and operational practices. Working collaboratively with technology and business stakeholders, the role helps strengthen service reliability and the quality of technology services provided to the business and its clients.

Key Accountabilities and main responsibilities

Strategic Focus

• Maintaining, supporting and protecting the Production environment through monitoring, technical support and continuous improvement, using monitoring tools like Splunk and New Relic to manage application performance and reliability.
• Carrying out root cause analysis following incidents, assessing and contributing to problem management and continuous improvement activities.
• Actively identifying opportunities to innovate, automate and improve operational efficiency.
• Identify opportunities to reduce manual effort through automation, tooling improvements and process optimization.
• Proactively identifying, creating and maintaining appropriate monitoring alerts and dashboards to ensure full application and system coverage.

Operational Management

• Servicing requests in a timely and orderly fashion, ensuring established processes are followed.
• Carrying out incident investigation and resolution, using the incident management tool and following ITIL best practice.
• Completing daily BAU runbooks to critical timescales.
• Troubleshooting and resolving application issues in accordance with SLAs, including database querying, data analysis, and issue resolution.
• They should be able to understand high-level application flow, logs, APIs, database interactions, configuration, deployment changes and integration points to help identify whether issues are related to code, configuration, data, environment or third-party dependencies before escalation.
• They are responsible for analysing application/user issues and errors, identifying and resolving issues and problems to maintain the applications within agreed standards, documenting investigations and where necessary feeding back into the development team for their further investigation and resolution of code and/or bug fixes
• Performing initial technical analysis by reviewing logs, error messages, database records, configuration changes, application behavior and recent deployments to identify probable causes before escalating to development teams.
• Applying a basic understanding of software development, application architecture, APIs, database interactions, release changes and integration points to support effective incident analysis and root cause investigation.
• Setting up monitoring systems and configurations based on operational requirements to meet SLA commitments.

People Leadership

• Engaging with the Business teams to understand issues and problems, clarify and confirm requirements and resolve.
• Participating in peer review for changes, providing guidance to peers on standards
• Interacting with stakeholders regarding requests and incidents, helping drive resolution through collaboration with the wider team.
• Supporting knowledge transfer across the team, ensuring applications are fully supported across all regions.
• Thoroughly documenting software and processes to ensure single points of knowledge do not become a problem and skills are distributed across the team and department;
• Working collaboratively within a cross-functional delivery team.
• Demonstrating strong verbal and written communication skills to interact effectively with stakeholders, end-users, and team members.

Governance & Risk

• Supporting Information Security and Audit corrective actions
• Writing thorough documentation related to supported applications
• Reporting any risks, security breaches, or incidents to management
• Maintaining awareness and championing ITIL best practices
• Adhering to all MUFG Corporate Markets standards, policies and procedures

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

Experience & Personal Attributes

• Minimum qualification required is Bachelor’s Degree in Computer Applications (BCA) or an equivalent qualification.
• 6+ years of experience in supporting Applications, including supporting multiple application servers, maintaining high availability, and assisting with disaster recovery.
• Previous experience as an infrastructure, operations or technical expert operating in the space between development and operations
• Strong knowledge of Microsoft SQL Server, including T-SQL and PL-SQL for data analysis, troubleshooting and issue resolution.
• Basic understanding of software development concepts, application flow, APIs, integration patterns, source-controlled changes and deployment processes to support production issue analysis.
• Experience with IT Service management within ITSM / ITIL framework
• Ability to work on new and emerging technologies as required by MUFG Corporate Markets.
• Proven strong documentation skills and prior experience writing complex technical documentation.
• Ability to prepare clear defect or escalation summaries for development teams, including issue context, steps to reproduce, business impact, logs, screenshots, data observations and initial analysis.
• Ability to manage workload to meet deadlines.
• Proven ability to identify and correct errors, accept responsibility and be accountable for service provided, and learn from mistakes to prevent any future reoccurrence.
• Proven interpersonal and communication skills, both written and oral.
• Experience supporting applications hosted on Windows Server platforms, including exposure to Microsoft SQL Server, IIS and Cloud-hosted environments.
• Proven ability to think laterally and apply previous experience to new problems.
• Proven ability to be proactive and adapt to any given task dependent on business need.
• Strong understanding of multi-tier application architecture, including web, API, database, integration and infrastructure layers.
• Ability to troubleshoot production issues across application logs, web server logs, database errors, scheduled jobs, monitoring alerts and deployment changes.
• Basic understanding of software development concepts, SDLC, high-level code flow, source control, release versions and deployment processes to support incident analysis.
• Working knowledge of REST APIs, JSON/XML payloads and API troubleshooting tools such as Postman, Swagger or browser developer tools.
• Strong SQL Server skills for data analysis, troubleshooting, reconciliation, failed transaction investigation and production support queries.
• Experience supporting IIS-hosted, Windows Server-based and cloud-hosted applications across controlled environments such as Dev, SIT, UAT, PreProd and Production.
• Understanding of Azure App Services, Azure Functions, Azure DevOps, CI/CD pipelines, configuration management and post-deployment validation.
• Experience using monitoring and observability tools such as Splunk, New Relic, Application Insights, Dynatrace or equivalent platforms.
• Ability to analyse performance issues including slow response times, API failures, database bottlenecks, CPU/memory issues and batch processing failures.
• Understanding of authentication and authorisation concepts including SSO, SAML, OAuth, OpenID Connect, certificates and access-related troubleshooting.
• Basic networking awareness including DNS, SSL/TLS, firewalls, load balancers, reverse proxies and connectivity troubleshooting.
• Ability to identify automation opportunities and use scripting or operational tooling to reduce manual support effort and improve service stability.

Desirable

• Demonstrable experience with monitoring tools like Splunk and New Relic, including expertise in setup and configuration to optimise application monitoring.
• Experience supporting applications within a Financial Services environment.
• Proficiency in configuring tools and systems to align with monitoring requirements, ensuring adherence to SLAs and operational goals.
• Advanced knowledge of T-SQL and PL/SQL, enabling high-quality data analysis and database performance tuning.
• Familiarity with application development frameworks and code written in VB.Net and C#, with the ability to understand high-level code flow during investigation, without necessarily being responsible for full-time development.
• Experience supporting applications hosted within Azure and/or AWS environments, including monitoring, troubleshooting and deployment support.
• Experience working with DevOps systems, methods, and practices to ensure seamless application delivery and operations.