Solution Support Engineer - Risk System & Application Support

Solutions Support Engineer - Risk Systems & Application Support

Job Description :

The Solution Support Specialist - Risk Systems & Application Support combines Level 2 operational support with business analysis and continuous improvement responsibilities for Market Risk, Credit Risk and position management platforms and related applications.

The role acts as the primary bridge between business stakeholders, AMS support teams, solution owners and technical delivery teams.

The position is accountable for understanding application processes and data flows, restoring service when production issues occur, translating user and operational needs into clear functional requirements, and using support insights to drive sustainable improvements.

The role supports the stable execution of critical daily processing, integrations, controls and reporting activities.

Detailed domain knowledge can be developed within the role.

Key Responsibilities :

1. Operational Support & Service Reliability :

- Provide Level 2 functionality and application support for Risk applications and related business processes.

- Monitor critical daily processes, integrations, calculations, data loads and reporting activities; investigate failures affecting business operations.

- Analyze and resolve incidents involving application behavior, interfaces, data quality, risk reporting, position management, and downstream consumers.

- Coordinate resolution with L3 teams, solution owners, data and integration teams, infrastructure teams, vendors and business stakeholders.

- Execute Incident Management, Request Fulfillment, Problem Management, Change Management, Knowledge Management in line with agreed service processes.

- Provide clear business impact assessments, workarounds, status updates and escalation when service reliability or key business deadlines are at risk.

2. Business Analysis & Requirement Management :

- Engage with business users, process owners, application owners and technical teams to understand operational needs, pain points and enhancement requests.

- Analyze current business processes, system behavior, controls, data flows and cross-system dependencies to identify functional gaps and improvement opportunities.

- Translate business needs into clear functional requirements, user stories, acceptance criteria, process descriptions, and impact assessments.

- Facilitate requirement discussions and support prioritization by clarifying business value, operational risk, dependencies and expected outcomes.

- Work with solution and technical teams to evaluate options and ensure proposed solutions are practical, supportable and aligned with the wider application landscape.

3. Incident, Problem & Root Cause Analysis :

- Perform structured root cause analysis for recurring or high-impact application, integration and data-related issues.

- Distinguish symptoms from underlying causes by reviewing logs, SQL data, interfaces, processing chains and reconciliation results.

- Define corrective and preventive actions, track them to completion and verify that implemented changes address the original business problem.

- Identify recurring incident trends and convert operational findings into problem records, monitoring improvements, automation ideas or enhancement proposals.

- Contribute to post-incident reviews and communicate root cause, impact and preventive actions in clear business language.

4. Change Delivery, Testing & Transition to Run :

- Support enhancements and production changes from requirement definition through testing, deployment and operational handover.

- Prepare test scenarios and acceptance criteria; coordinate or perform functional, regression and user acceptance testing.

- Validate data integrity, business rules, calculations, interfaces and reporting outputs before production release.

- Assess operational readiness, support impacts, monitoring needs, documentation and knowledge-transfer requirements.

- Provide hypercare support after releases and ensure open defects, risks and follow-up actions are visible and owned.

5. Data Analysis, Controls & Reconciliation :

- Analyze data across Risk, Middle and reporting systems to identify breaks, inconsistencies and control gaps.

- Use SQL, Excel and available reporting tools to investigate data-quality, processing, interface and reporting issues.

- Validate data completeness, integrity and consistency across upstream and downstream systems.

- Support reconciliation controls and anomaly analysis, including unexpected changes between source systems, processing stages and reporting outputs.

- Help define monitoring and control improvements that allow earlier detection of production or data-quality issues.

6. Stakeholder Management & Communication :

- Act as a trusted operational and functional contact for business users and technology stakeholders.

- Coordinate cross-functional investigation and decision-making when ownership or dependencies span several teams.

- Provide transparent updates on incidents, risks, enhancements, testing progress and service improvement actions.

- Adapt communication for technical and non-technical audiences and explain complex issues in clear business terms.

- Manage stakeholder expectations and maintain focus on business impact, priorities and agreed next steps