Application Support Analyst with Centura (Gupta) experience

Bengaluru

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Client

Our client is a leading global investment company dedicated to delivering innovative investment solutions. They focus on maintaining operational excellence by prioritising seamless IT service management and proactive incident resolution to minimise business impact and maintain high service quality across their applications and platforms.

Team

The successful candidate will join the IT Application Support team and will work closely with colleagues to manage business-critical incidents, drive timely resolutions, and support continuous improvement initiatives through collaboration with various IT teams and external providers

Position overview

As an Application Support Analyst, you will be responsible for incident management across multiple applications. Your primary focus will be restoring normal service operations swiftly while minimising business disruption, investigating root causes, and implementing durable fixes. You will support change initiatives aligned with Change Management practices and proactively enhance support capabilities by driving automation, monitoring, trend analysis, and knowledge transfer.

Support is provided within an 7 AM to 6 PM window on a shift basis (UK time zone), with flexibility on start times to complete an 8-hour working day.

Responsibilities

Ensure team services meet client requirements and SLAs
Support management of business-critical incidents, providing accurate status and impact updates to stakeholders
Investigate incidents and defects thoroughly, maintaining system and service integrity
Record and update incidents in line with Incident Management Matrix and SLAs, driving timely resolution and service restoration
Identify and escalate operational risks related to capacity and performance to avoid service degradation
Adopt and promote ITIL and service management best practices, ensuring alignment of processes and controls
Maintain effective support processes for software and systems across platforms with clear escalation paths
Provide technical support and guidance to users, liaising with IT teams and vendors for complex issues
Participate in shift and out-of-hours support rota to ensure service coverage for critical systems
Assist with onboarding and training new team members, maintaining documentation, runbooks, and knowledge articles

Requirements

Recent experience with Centura, including coding and debugging
Familiarity with SQL for investigation, reporting, and remediation
Experience in software transition and release management, QA/UAT support, and disaster recovery planning
Ability to produce clear technical documentation, use cases, and activity diagrams
End-to-end support experience including incident and problem management, trend analysis, and post-incident reviews
Degree in Computer Science or equivalent technical qualification
Good spoken English

Nice to have

Familiarity with Sybase DB
Experience within Investment Management firms with understanding of investment operations
Familiarity with ITSM/ticketing tools and monitoring platforms