The Role Is

As part of a small, expert 2nd line support team, the Application Support Engineer will investigate and resolve issues with banking applications—raised by customers, internal alerts, or through incident management processes—within SLA. The Application Support Engineer play a key role in managing and coordinating incidents to ensure timely resolution and minimal impact to service. Working closely with 3rd line teams and external suppliers, the Application Support Engineer ensure platform stability whilst providing direct technical support to clients and partners.

This Application Support Engineer job is on a hybrid working basis, combining remote work with a requirement to attend the London office at least once a month, including participation in Technology Quarterly Huddles to support collaboration and team alignment.

Key Accountabilities Include

• Triage, Investigate, and Resolve Incidents and Requests

Respond to and resolve application-related incidents and service requests, ensuring timely resolution within SLA.

• Develop Deep Application Knowledge

Build and maintain detailed understanding of Zempler Bank’s applications, databases, and platform estate to support effective troubleshooting and issue resolution.

• Escalate Functionally to Resolver Groups and Suppliers

Escalate complex issues to 3rd line teams and external suppliers, ensuring clear communication and ownership through to resolution.

• Incident Management

Lead and coordinate incident management activities, ensuring timely resolution of service-impacting issues. Involve appropriate resolver groups and maintain clear, proactive communication with stakeholders throughout the incident lifecycle.

• Provide Technical Support to Clients and Partners

Deliver responsive and knowledgeable support to clients and partners integrating with Zempler Bank services, ensuring smooth onboarding and ongoing service stability.

• Respond to System Alerts

Act as first responder to system alerts, investigating and mitigating potential service impacts proactively.

• Support Change and Deployment Activities

Participate in the deployment of changes to production environments, including validation and post-release support.

• Maintain and Create Support Documentation

Produce and update runbooks, knowledge articles, and troubleshooting guides to enable consistent and efficient support.

• Drive Service and Process Improvements

Propose enhancements to applications and lead or support mini-projects to improve customer experience, automate tasks, and streamline support processes.

• Escalate Risk and SLA Breaches

Proactively escalate tickets at risk of SLA breach or with potential for significant customer impact to management.

• Security, Risk, and Control Compliance

Follow best practices and internal procedures for incident management, change control, and risk mitigation. Identify and escalate risks as appropriate.

• On-Call Support

Provide out-of-hours support on a rota basis to ensure service continuity and rapid incident response. The team operates a daily shift rota covering core hours: 8am–4pm, 9am–5pm, and 10am–6pm, ensuring consistent coverage and handover across the working day.

• Personal Development and Training

Complete mandatory training and maintain a Personal Development Plan (PDP) with clear objectives and progress tracking.

You'll Need To Have

Essential: 

• Experience working in an application support role, ideally within a regulated or financial services environment.

• Proven experience supporting bespoke or custom-built applications, including those hosted on Windows Server environments in load-balanced pools, running services within a logic layer.

• Proficient in SQL coding and working with relational databases.

• PowerShell, SFTP, and WinSCP proficiency for secure file transfers and automation tasks.

• Ability to test and debug REST APIs and interpret application logs.

• Familiarity with APM tools such as Elastic, Site24x7, and API Metrics for monitoring application performance and availability.

• Familiarity with at least one web application development framework (e.g. Java, JavaScript, PHP, Python).

• Understanding of security protocols including OAuth, OpenID Connect, and JWT.

• Experience using version control tools such as GIT.

• Strong communication skills, with the ability to engage effectively with both technical and non-technical colleagues.

• Able to translate complex technical issues into clear, high-level, non-technical language for business stakeholders.

• Experience with alerting and monitoring tools.

• Technically versatile, with a broad understanding of application ecosystems.

• High levels of interpersonal skills and team collaboration.

• Strong verbal and written communication skills.

Desirable:

• Experience with Microsoft SQL Server and Microsoft Windows Server environments.

• Experience in a customer-facing or partner support role.

• Previous experience within a financial services organisation.

• Working knowledge of ITIL processes.

• Commercial experience in a fast-paced, high-pressure environment.

• Exposure to any of the following domains:

• Prepaid, debit, or credit card systems

• Online customer acquisition platforms

• Online banking services

• Mobile servicing or mobile payment solutions

• Payment processing systems (e.g. Faster Payments, Direct Debits)

• Open Banking platforms and integrations

 In Return You Will Enjoy

· Competitive basic salary

· Additional benefit allowance representing 7.5% of your annual salary allowing you the flexibility to decide your own benefits (or simply absorb this into your monthly income).

· 26 days’ holiday increasing each year of service to 33 days

· Ability to buy and sell a further 5 days holiday each year

· 4 x Life Assurance

· Pension salary sacrifice

· Option for LinkedIn Learning license

· Family friendly policies

· Regular social activities and team events

· Charity Volunteering Day

· Free drinks and snacks in the office

Zempler Bank is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Please note before applying - Whilst Zempler Bank actively seeks and welcomes all applicants from a diverse range of backgrounds, we are also unfortunately not able to offer any sponsorship opportunities at this time. To be eligible for this vacancy, all applicants will be required to have permanent (inc. Indefinite Leave to Remain or equivalent) Right-To-Work in UK.