Senior Support Engineer
Core
Ensure stability, availability, and performance of the Fenergo KYC SaaS platform and its integrations through L1/L2 support, SRE practices, and ITIL service management.
Role type
Senior IC production support engineer (SRE/ITIL)
Builds
Reliable KYC and Client Lifecycle Management processes for financial services clients
Domain
Financial services / Banking / Compliance (KYC/AML)
Required skills
ITIL Service Management, Incident/Problem/Change Management, Production Support, Root Cause Analysis, ServiceNow, Monitoring & Observability, Log Analysis, SQL/PLSQL, Snowflake, PowerBI, API/Web Service Troubleshooting, Disaster Recovery
Preferred skills
AWS Cloud Services, DevOps/CI/CD concepts, Fenergo Platform experience, Financial Crime/AML/KYC domain knowledge (via careerplan.io/jobs/R0123625-senior-support-engineer-at-lseg)
Technologies
ServiceNow, Snowflake, PowerBI, DataDog, Splunk, Dynatrace, Grafana, AppDynamics, AWS
Responsibilities
Monitor application health and resolve incidents within SLA targets, conduct impact analysis during service disruptions, maintain operational runbooks and knowledge articles, execute ITIL processes (Incident, Problem, Change Management), support production readiness reviews and disaster recovery testing, coordinate with engineering teams for defect resolution, analyze logs and metrics to proactively prevent incidents
Seniority
Senior, hands-on IC