Application Support Engineer

ABOUT IQ-EQ

We’re a leading Investor Services group offering end-to-end services in administration, accounting, reporting, regulatory and compliance needs of the investment sector worldwide. We employ a global workforce of 6,500+ people across 24 jurisdictions and have assets under administration (AUA) exceeding US$857 billion. We work with 13 of the world’s top-15 private equity firms.

Our services are underpinned by a Group-wide commitment to ESG and best-in-class technology including a global data platform and innovative proprietary tools supported by in-house experts.

Above all, what makes us different is our people. Operating as trusted partners to our clients, we deliver intelligent solutions through a combination of technical expertise and strong relationships based on deep client understanding.

We’re driven by our Group purpose, to power people and possibilities.

Introduction

We are seeking a proactive and technically skilled Application Support Analyst to provide application support, maintenance, and continuous improvement across a diverse software portfolio. In this role, you will work closely with Product Management, Service Hub, vendors, and IT teams to troubleshoot complex issues, deliver enhancements, manage application performance, and ensure business-critical systems remain reliable, scalable, and aligned with operational and strategic objectives.

What You'll Do

• You'll provide technical application support and maintenance across the software portfolio, acting as an escalation point for the Service Hub and resolving complex incidents, requests, and service issues in line with established ITSM processes and SLA commitments.
• You'll collaborate with Product Management, business stakeholders, vendors, and technology teams to manage product backlogs, support roadmaps, improve application capabilities, conduct service reviews, and ensure operational availability targets are achieved.
• You'll deliver functional and technical enhancements, support project implementations and transitions into business-as-usual operations and contribute to both Agile and Waterfall initiatives.
• You'll perform incident, trend, and backlog analysis; create management information (MI) and reporting packs; maintain knowledge base articles; and drive continuous service improvements across the application estate.
• You'll troubleshoot application, database, and infrastructure-related issues, manage stakeholder communications, identify improvement opportunities, and maintain strong relationships with internal teams, suppliers, and external service providers.

What we offer

• Competitive Total Rewards Package: Comprehensive annual compensation including basic salary, HRA, special allowance, provident fund, gratuity, internet allowance, and food allowance.
• Health & Insurance Coverage: Medical insurance, group term life insurance, and personal accident insurance.
• Allowances & Support: Transportation/transport allowance and shift allowance.
• Paid Time Off: Generous leave policy to support work-life balance.

About You

• You have a degree-level qualification (preferred) and experience supporting enterprise applications within structured IT environments, with a strong understanding of ITSM frameworks such as ITIL or COBIT and service delivery best practices.
• You possess excellent troubleshooting and problem-solving skills, with hands-on experience in application support, application development concepts, database technologies, infrastructure platforms, third-party system implementations, and software development methodologies.
• You have advanced SQL and PL/SQL skills for troubleshooting, optimization, and process enhancement, along with experience supporting SSRS (mandatory), Power BI, Crystal Reports, source control tools such as Git, Azure DevOps, or SVN, and PowerShell scripting.
• You are experienced working with SaaS and on-premises applications, vendors, system migrations, and integrations, and ideally have exposure to Tableau, wealth management platforms, CRM, GRC, finance systems, or the financial services sector.
• You communicate effectively with both technical and non-technical audiences, demonstrate strong stakeholder management, facilitation, negotiation, collaboration, and influencing skills, and are comfortable working in a customer-focused, service-driven environment with excellent written and spoken English.

OUR COMMITMENT TO YOU AND THE ENVIRONMENT

Sustainability is integral to our strategy and operations. Our sustainability depends on us building and maintaining long-term relationships with all our stakeholders - including our employees, clients, and local communities - while also reducing our impact on our natural environment.

There is always more we can, and should do, to improve - whether in relation to our people, our clients, our planet, or our governance. Our ongoing success as a business depends on our sustainability and agility in a changing and challenging global landscape. We’re committed to fostering an inclusive, equitable and diverse culture for our people, led by our Diversity, Equity, and Inclusion steering committee.

Our learning and development programmes and systems (including PowerU and MyCampus) enable us to invest in growing our employees’ careers, while our hybrid working approach supports our employees in achieving balance and flexibility while remaining connected to their colleagues. We want to empower our 6,500+ employees - from 94 nationalities, across 24 countries - to each achieve their potential. Through IQ-EQ Launchpad we support women managers launching their first fund, in an environment where only 15% of all private equity and venture capital firms are gender balanced.

We’re committed to growing relationships with our clients and supporting them in achieving their objectives. We understand that our clients’ sustainability and success lead to our sustainability and success. We’re emotionally invested in our clients right from the beginning.