Project description

Luxoft is seeking a new team member to join an established Application Service Delivery Team supporting a major financial institution in the capital markets and securities industry. This is a support engineer position, delivering Level 1 and Level 2 support services for critical business applications and batch processing operations.
The team operates on a 24/7 support model using a globally distributed structure across APAC, Europe and America regions, ensuring seamless coverage and rapid incident resolution. This initiative offers a dynamic and collaborative environment focused on operational excellence, automation, and client satisfaction.

Responsibilities

Batch and Incident Management

Monitor and address all batch issues to completion, ensuring timely resolution.

Manage incidents and problems throughout their lifecycle, including documentation and communication of Post-Incident Reviews (PIRs).

Track and close problem records (root cause analysis).

Own and resolve outages and alerts using the knowledge base or in collaboration with Development and Infrastructure teams.

Coordinate with global support teams using a follow-the-sun model to ensure 24-hour coverage.

Application and Environment Monitoring

Monitor client application stacks to ensure all production environments are Ready-for-Business (RFB).

Triage alerts and exceptions, and take ownership of resolution.

Maintain observability and monitoring configurations across supported systems.

Periodically audit systems to proactively identify potential issues and gaps in observability.

Collaboration and Stakeholder Engagement

Work closely with regional and global development teams to address issues and meet batch milestones.

Manage stakeholder communication during outages and critical incidents.

Coordinate planned downtimes and disaster recovery activities with relevant stakeholders.

Operational Reporting and Documentation

Produce daily and weekly performance reports detailing metrics, challenges, and achievements.

Document new issues and their resolutions to enrich the knowledge base.

Create and maintain runbooks for routine maintenance and operational procedures.

User Support and Ticket Handling

Monitor ticketing systems, emails, and group chats for user inquiries and issues.

Respond to and resolve user-reported issues in a timely and professional manner.

Automation and Continuous Improvement

Identify and automate routine operational tasks to reduce manual effort (toil).

Filter out noise from alerting systems to improve signal quality.

Implement automated diagnostics and RFB checks.

Develop and implement monitoring and contingency plans to enhance system resilience.

Skills

Must have

Strong understanding of ITIL processes including Incident, Problem, and Change Management

Experience working with SLA/KPI-driven environments

Hands-on experience with batch monitoring and resolution

Familiarity with support service management and monitoring tools such as ServiceNow, PagerDuty, SolarWinds, Nagios, Splunk, AppDynamics, Dynatrace, Prometheus, Graphana, Jira

Proven ability to investigate and resolve Level 1 and Level 2 technical issues

Experience with root cause analysis and escalation procedures

Exposure to automation tools or scripting for operational efficiency

Ability to identify and implement process improvements

Willingness to work in shifts, including coverage for holidays and weekends

Experience in global support models (e.g., follow-the-sun)

Experience working in distributed teams across multiple geographies

Ability to coordinate with infrastructure, development, and product teams

Strong verbal and written communication skills for incident reporting and stakeholder updates

Ability to maintain and update technical documentation and knowledge base articles

Nice to have

Previous experiance in capital markets domain

Other

Languages

English: C1 Advanced

Seniority

Senior

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Luxoft Benefits*

Global Relocation

●Relocation options **
●Experience in an international environment
●Cross-cultural experience

Recognition and Evaluation

●Feedback culture
●Regular appraisals

Time Off***

●Annual holiday - 20 or 26 days. The duration of the leave depends on the overall seniority
●Occasional leave - 1 or 2 days/ depending on the circumstances
●Child care leave - 2 days or 16 hours per year
●Absence due to force majeure - 2 days or 16 hours per year
●Maternity Leave - 20 weeks
●Parental Leave - 41 weeks
●Paternity Leave - 14 days

Luxoft Training Center

●Expert-led tech courses covering basic to advanced topics
●Internal instructor-led soft skills courses
●Comprehensive in-house self-learning resources for both soft and hard skills
●Access to external self-learning libraries like ProQuest eBook and Udemy for Business
●Cloud Programs: MS Cloud Academy, AWS Partner Academy, Google Cloud Academy
●Custom Learning Programs: upskilling, reskilling, technical mentorship
●Leadership Programs for Managers

Well-being and Work-life Balance

●Multisport card
●Possibility to order Multisport card at the corporate rate for family members
●LuxGood Program: wellbeing seminars, contests, relaxation sessions, yoga sessions, etc.
●One Team Program: Buddy for each New Joiner; seminars, meeting and workplace space to support integration with local community and culture; “Hire me” workshops for partners
●Preferential banking offer
●Preferential car leasing offer
●Cafeteria program discounts for shops, cinema tickets, holiday offers
●Luxoft Social Benefit Fund: sport and recreation benefits, the possibility to receive financial support

Health Care

●Private Healthcare Insurance with unlimited access to specialists
●Full dental support
●Travel Insurance
●Possibility to add private healthcare coverage for family members at the corporate rate
●Life insurance at the corporate rate for employees and family members, including payment of the basic package for the employee by the employer
●Reimbursement for corrective glasses

Company Events and Friendly Environment

●Many fun social activities organized by the Luxoft team offline in your city
●Online entertainment events for whole company and local team events
●A workplace where you’re treated with respect within a multicultural team

Internal Mobility

●Rotation between projects and accounts
●New career opportunities

Self-Learning Library

CSR Projects

*The acquisition of rights to the above benefits depends on the form of cooperation. Benefits apply to those employed under a contract of employment.

**Please note that relocation is not available for all open positions. At Luxoft Poland it is possible to work remotely only from the territory of Poland.

***Options offered by the Polish government.

Wroclaw, Poland

Req. VR-117259

Technical Support (SL2)

BCM Industry

15/10/2025

Req. VR-117259

Apply for Senior Applications Support Engineer in Wroclaw

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