Application Production Support Consultant

About the Role

SimCorp is seeking an Application Production Support Consultant to join a global service delivery environment. This role is crucial for maintaining client trust and supporting critical business operations by ensuring reliable and high-quality services. You will combine technical problem-solving, service management, and client communication.

Key Responsibilities

• Monitor production applications, emails, system alerts, service requests, and support tickets, ensuring timely investigation and follow-up.
• Troubleshoot and resolve application and production support issues, escalating to relevant technical or functional teams when required.
• Use PL/SQL for troubleshooting, data analysis, and investigation of application-related issues.
• Develop, maintain, or execute PowerShell scripts to support operational activities, monitoring, and process automation.
• Support service delivery activities in line with agreed SLAs and service management processes.
• Work within an ITIL-based service management environment, including areas such as Incident, Problem, Change, and Service Request Management.
• Collaborate with internal technical, functional, and infrastructure teams to investigate and resolve production issues.
• Communicate clearly with clients and internal stakeholders regarding incidents, service requests, progress, and resolution.
• Maintain accurate documentation, support records, operational procedures, and client-facing information.
• Review recurring operational issues and contribute to root-cause analysis and continuous service improvement.
• Participate in client and internal service meetings, provide operational updates, and follow up on agreed actions.
• Support the implementation of service improvements, application changes, and new or enhanced services.
• Work effectively in a global delivery environment, collaborating with teams and stakeholders across multiple geographies.

Requirements & Tech Stack

• Hands-on experience with PL/SQL, including the ability to investigate and troubleshoot application/data-related issues.
• Experience with PowerShell scripting for operational support or automation.
• Practical understanding of production/application support, including monitoring, incident investigation, service requests, and ticket management.
• Understanding of ITIL principles and service management processes. ITIL certification is beneficial but not mandatory.
• Experience supporting business-critical applications in a production environment.
• Experience with monitoring and ticketing/service-management tools is an advantage.

Business and Industry Experience

• Previous experience in banking applications or financial services technology is highly desirable.
• Exposure to capital markets, investment management, or financial services would be an advantage.
• Experience working within large IT/service organizations, consulting firms, or similar global delivery environments is valuable.
• Experience supporting clients or teams across multiple countries or geographies is preferred.

Qualifications

• Excellent verbal and written communication skills, with the ability to communicate technical issues clearly to both technical and non-technical stakeholders.
• Strong analytical and troubleshooting skills with a structured approach to problem-solving.
• A strong customer and service-oriented mindset.
• Ability to take ownership of issues and drive them toward resolution while involving the appropriate teams when necessary.
• Comfortable working collaboratively within a global and multicultural environment.
• Proactive approach to identifying recurring issues and opportunities to improve service quality and operational efficiency.

Other Requirements

• Flexibility to work in rotational shifts (6 AM - 3 PM IST & 2 PM - 11 PM IST).
• Willingness to work on weekends and holidays.
• Hybrid working arrangements (at least 2x a week in the office).