Senior Support Engineer

About the job

Senior Support Engineer Role Purpose The Senior Support Analyst is responsible for ensuring the stability, availability, performance, and operational support of the Fenergo KYC SaaS platform and its associated integrations. The role combines Production Support, ITIL Service Management, and SRE practices to deliver reliable and efficient support services across business-critical KYC and Client Lifecycle Management processes. The individual will act as a key member of the L1/L2 support function, working closely with Business Users, Fenergo Managed Services, Engineering Teams, Infrastructure, Cloud Operations, and Service Management teams to resolve incidents, improve platform reliability, and support operational excellence.

Key Responsibilities Production Support & Service Operations

- Provide L1/L2 support for the Fenergo platform and associated integrations.

- Monitor application health, service availability, and operational performance.

- Investigate and resolve incidents, service requests, and production issues within agreed SLA targets.

- Perform detailed troubleshooting across application, integration, infrastructure, and data layers.

- Conduct impact analysis and coordinate resolution activities during service disruptions.

- Support major incident management activities and bridge calls.

- Maintain operational support documentation, runbooks, and knowledge articles.

- Perform post-incident reviews and contribute to root cause analysis activities.

- Participate in on-call and out-of-hours support rotations where required.

Site Reliability Engineering (SRE)

- Support implementation of SRE best practices across the platform.

- Monitor and maintain Service Level Indicators (SLIs) and Service Level Objectives (SLOs).

- Identify recurring issues and reliability improvement opportunities.

- Assist in implementing automation solutions to reduce manual operational effort.

- Analyse trends, alerts, and system behaviour to proactively prevent incidents.

- Support performance tuning and capacity management activities.

- Contribute to resilience and service availability improvements.

ITIL Service Management

- Execute Incident Management, Problem Management, Change Management, and Request Fulfilment processes.

- Support Major Incident Management activities and stakeholder communications.

- Participate in Problem Management investigations and root cause analysis.

- Ensure operational activities comply with agreed ITIL processes and controls.

- Support Change Reviews, CAB activities, and implementation planning.

- Maintain accurate ticket updates and service records in ServiceNow.

- Contribute to Continual Service Improvement initiatives.

Monitoring & Observability

- Monitor platform health using enterprise monitoring tools.

- Investigate alerts and performance degradation events.

- Maintain operational dashboards and monitoring configurations.

- Analyse logs, metrics, traces, and system events to diagnose issues.

- Identify monitoring gaps and recommend improvements.

- Support implementation of proactive monitoring and alerting capabilities.

Operational Readiness & Release Support

- Support production readiness reviews for new releases and enhancements.

- Validate monitoring, support documentation, and operational procedures before deployment.

- Participate in deployment and release support activities.

- Assist with knowledge transfer sessions and support transition activities.

- Verify operational acceptance criteria are met before go-live.

Disaster Recovery & Resilience

- Support Disaster Recovery testing and validation activities.

- Execute recovery procedures during planned DR exercises.

- Validate resilience controls and recovery documentation.

- Assist in identifying continuity and recovery risks.

- Ensure disaster recovery runbooks remain accurate and current. Vendor & Stakeholder Collaboration

- Work closely with Fenergo Managed Services and third-party suppliers to resolve issues.

- Coordinate with Engineering and Development teams for defect resolution.

- Engage with business users during incident investigation and service restoration.

- Participate in operational governance, support, and service review meetings.

- Escalate risks, recurring issues, and service concerns appropriately.

Required Experience

- 8-10 years of experience in Application Support, Production Support, or Service Operations roles.

- Experience supporting business-critical enterprise applications.

- Strong experience in ITIL-based support environments.

- Proven experience in Incident, Problem, and Change Management.

- Experience supporting SaaS and cloud-hosted applications.

- Experience working within financial services, banking, compliance, or regulated environments.

- Experience supporting production systems with strict SLA commitments.

- Experience managing high-priority incidents and service outages.

Technical Skills Essential

- ITIL Service Management

- Incident, Change & Problem Management

- Production Support

- Root Cause Analysis (RCA)

- ServiceNow

- Monitoring & Observability Tools

- Log Analysis and Troubleshooting

- Application & Integration Support

- SQL/PLSQL Querying and Data Analysis, Snowflake and PowerBI

- API and Web Service Troubleshooting

- Release & Deployment Support

- Operational Readiness Processes

- Disaster Recovery Support Activities Desirable

- Fenergo Platform Experience, Fenergo SaaS Operations

- AWS Cloud Services

- Monitoring Tolls: DataDog, Splunk, Dynatrace, Grafana, AppDynamics

- DevOps, CI/CD Concepts

- Financial Crime, AML/KYC Platforms

Domain Knowledge