Overview

Join to apply for the Application Support Engineer role at Zempler Bank.

The Role Is: 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 incident management processes within SLA. The role involves managing and coordinating incidents to ensure timely resolution and minimal impact to service, working closely with 3rd line teams and external suppliers to ensure platform stability and provide direct technical support to clients and partners.

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

Key Accountabilities

• Triage, investigate, and resolve incidents and service requests, ensuring timely resolution within SLA.
• Build and maintain detailed understanding of Zempler Bank’s applications, databases, and platform estate to support effective troubleshooting.
• Escalate complex issues to 3rd line teams and external suppliers, ensuring clear communication and ownership through to resolution.
• Lead and coordinate incident management activities, maintaining proactive communication with stakeholders throughout the incident lifecycle.
• Provide responsive technical support to clients and partners integrating with Zempler Bank services, ensuring smooth onboarding and ongoing service stability.
• Respond to system alerts as first responder and mitigate potential service impacts proactively.
• Participate in deployment of changes to production environments, including validation and post-release support.
• Maintain and create support documentation, runbooks, knowledge articles, and troubleshooting guides.
• Drive service and process improvements, proposing enhancements to applications and leading or supporting mini-projects to improve customer experience and automate tasks.
• Escalate risk and SLA breaches proactively to management.
• Follow security, risk, and control compliance best practices for incident management, change control, and risk mitigation.
• Provide out-of-hours support on a rota to ensure service continuity; the team operates a daily shift rota covering core hours (8am–4pm, 9am–5pm, 10am–6pm).
• Engage in personal development and training, completing mandatory training and maintaining a Personal Development Plan (PDP).

You'll Need To Have

• 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.
• 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; translate complex technical issues into clear, 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.
• 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 domains such as prepaid, debit or credit card systems; mobile servicing or mobile payment solutions; Open Banking platforms and integrations.

Benefits

• Competitive basic salary
• Additional benefit allowance representing 7.5% of annual salary
• 26 days’ holiday increasing to 33 days with service; ability to buy/sell a further 5 days
• 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, sponsorship opportunities are not available at this time. To be eligible for this vacancy, all applicants must have permanent (including Indefinite Leave to Remain or equivalent) Right-To-Work in the UK.