Senior Support Engineer
Read straight from Lseg's careers page, verified 5d ago.Seekless can tailor your résumé to it.
Seekless can write your résumé for this posting first.
Before you apply
LocationIND-BLR-Divyasree Technopolis
Typefull-time
SenioritySenior
Experience8–10 yrs
DepartmentSupport
Company size10,000+ people
PostedOct 7, 2026 · 1mo ago
Verified live5d ago
At a glanceSummarised by Seekless from the posting.
8-10 years of experience in Application Support, Production Support, or Service Operations roles
Experience supporting business-critical enterprise applications
Strong experience in ITIL-based support environments
Proven experience in Incident, Problem, and Change Management
Experience supporting SaaS and cloud-hosted applications
Experience working within financial services, banking, compliance, or regulated environments
Experience supporting production systems with strict SLA commitments
Experience managing high-priority incidents and service outages
ITIL Service Management
Incident, Change & Problem Management
Production Support
Root Cause Analysis (RCA)
ServiceNow
Monitoring & Observability Tools
Log Analysis and Troubleshooting
Application & Integration Support
SQL/PLSQL Querying and Data Analysis, Snowflake and PowerBI
API and Web Service Troubleshooting
Release & Deployment Support
Operational Readiness Processes
Disaster Recovery Support Activities
Strong analytical and troubleshooting abilities
Excellent communication and stakeholder management skills
Ability to work effectively during high-pressure incidents
Strong customer and service focus
Attention to detail and problem-solving mindset
Ability to work independently and collaboratively within global teams
Proactive approach toward operational improvements and automation
Fenergo Platform Experience
Fenergo SaaS Operations
AWS Cloud Services
Monitoring Tools: DataDog, Splunk, Dynatrace, Grafana, AppDynamics
DevOps, CI/CD Concepts
Financial Crime, AML/KYC Platforms
Understanding of KYC lifecycle processes
Knowledge of Client Onboarding and Due Diligence workflows
Understanding of Financial Crime and AML/KYC processes
Familiarity with workflows, integrations, and data-driven applications
Understanding of operational risk and service resilience requirements
ITIL v4 Foundation or Managing Professional
Microsoft Azure Fundamentals / Administrator
SRE Foundation Certification
ServiceNow Fundamentals
Agile or Scrum Certification
We do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law
Skills
ITIL Service Management
ServiceNow
SQL
PLSQL
Snowflake
PowerBI
API
Web Service
DataDog
Splunk
Dynatrace
Grafana
AppDynamics
AWS Cloud Services
DevOps
CI/CD
Benefits
Healthcare
Retirement planning
Paid volunteering days
Wellbeing initiatives
Senior Support Engineer
Role Purpose
The Senior Support Analyst is responsible for ensuring the stability, availability, performance, and operational support of the Fenergo KYC SaaS platform and its associated integrations.
The role combines Production Support, ITIL Service Management, and SRE practices to deliver reliable and efficient support services across business-critical KYC and Client Lifecycle Management processes. The individual will act as a key member of the L1/L2 support function, working closely with Business Users, Fenergo Managed Services, Engineering Teams, Infrastructure, Cloud Operations, and Service Management teams to resolve incidents, improve platform reliability, and support operational excellence.
Key Responsibilities
Production Support & Service Operations
•
Provide L1/L2 support for the Fenergo platform and associated integrations.
•
Monitor application health, service availability, and operational performance.
•
Investigate and resolve incidents, service requests, and production issues within agreed SLA targets.
•
Perform detailed troubleshooting across application, integration, infrastructure, and data layers.
•
Conduct impact analysis and coordinate resolution activities during service disruptions.
•
Support major incident management activities and bridge calls.
•
Maintain operational support documentation, runbooks, and knowledge articles.
•
Perform post-incident reviews and contribute to root cause analysis activities.
•
Participate in on-call and out-of-hours support rotations where required.
Site Reliability Engineering (SRE)
•
Support implementation of SRE best practices across the platform.
•
Monitor and maintain Service Level Indicators (SLIs) and Service Level Objectives (SLOs).
•
Identify recurring issues and reliability improvement opportunities.
•
Assist in implementing automation solutions to reduce manual operational effort.
•
Analyse trends, alerts, and system behaviour to proactively prevent incidents.
•
Support performance tuning and capacity management activities.
•
Contribute to resilience and service availability improvements.
ITIL Service Management
•
Execute Incident Management, Problem Management, Change Management, and Request Fulfilment processes.
•
Support Major Incident Management activities and stakeholder communications.
•
Participate in Problem Management investigations and root cause analysis.
•
Ensure operational activities comply with agreed ITIL processes and controls.
•
Support Change Reviews, CAB activities, and implementation planning.
•
Maintain accurate ticket updates and service records in ServiceNow.
•
Contribute to Continual Service Improvement initiatives.
Monitoring & Observability
•
Monitor platform health using enterprise monitoring tools.
•
Investigate alerts and performance degradation events.
•
Maintain operational dashboards and monitoring configurations.
•
Analyse logs, metrics, traces, and system events to diagnose issues.
•
Identify monitoring gaps and recommend improvements.
•
Support implementation of proactive monitoring and alerting capabilities.
Operational Readiness & Release Support
•
Support production readiness reviews for new releases and enhancements.
•
Validate monitoring, support documentation, and operational procedures before deployment.
•
Participate in deployment and release support activities.
•
Assist with knowledge transfer sessions and support transition activities.
•
Verify operational acceptance criteria are met before go-live.
Disaster Recovery & Resilience
•
Support Disaster Recovery testing and validation activities.
•
Execute recovery procedures during planned DR exercises.
•
Validate resilience controls and recovery documentation.
•
Assist in identifying continuity and recovery risks.
•
Ensure disaster recovery runbooks remain accurate and current.
Vendor & Stakeholder Collaboration
•
Work closely with Fenergo Managed Services and third-party suppliers to resolve issues.
•
Coordinate with Engineering and Development teams for defect resolution.
•
Engage with business users during incident investigation and service restoration.
•
Participate in operational governance, support, and service review meetings.
•
Escalate risks, recurring issues, and service concerns appropriately.
Required Experience
•
8-10 years of experience in Application Support, Production Support, or Service Operations roles.
•
Experience supporting business-critical enterprise applications.
•
Strong experience in ITIL-based support environments.
•
Proven experience in Incident, Problem, and Change Management.
•
Experience supporting SaaS and cloud-hosted applications.
•
Experience working within financial services, banking, compliance, or regulated environments.
•
Experience supporting production systems with strict SLA commitments.
•
Experience managing high-priority incidents and service outages.
Technical Skills
Essential
•
ITIL Service Management
•
Incident, Change & Problem Management
•
Production Support
•
Root Cause Analysis (RCA)
•
ServiceNow
•
Monitoring & Observability Tools
•
Log Analysis and Troubleshooting
•
Application & Integration Support
•
SQL/PLSQL Querying and Data Analysis, Snowflake and PowerBI
•
API and Web Service Troubleshooting
•
Release & Deployment Support
•
Operational Readiness Processes
•
Disaster Recovery Support Activities
Desirable
•
Fenergo Platform Experience, Fenergo SaaS Operations
•
AWS Cloud Services
•
Monitoring Tolls: DataDog, Splunk, Dynatrace, Grafana, AppDynamics
•
DevOps, CI/CD Concepts
•
Financial Crime, AML/KYC Platforms
Domain Knowledge
•
Understanding of KYC lifecycle processes.
•
Knowledge of Client Onboarding and Due Diligence workflows.
•
Understanding of Financial Crime and AML/KYC processes.
•
Familiarity with workflows, integrations, and data-driven applications.
•
Understanding of operational risk and service resilience requirements.
Soft Skills
•
Strong analytical and troubleshooting abilities.
•
Excellent communication and stakeholder management skills.
•
Ability to work effectively during high-pressure incidents.
•
Strong customer and service focus.
•
Attention to detail and problem-solving mindset.
•
Ability to work independently and collaboratively within global teams.
•
Proactive approach toward operational improvements and automation.
Preferred Certifications
•
ITIL v4 Foundation or Managing Professional
•
Microsoft Azure Fundamentals / Administrator
•
SRE Foundation Certification
•
ServiceNow Fundamentals
•
Agile or Scrum Certification
Key Accountabilities / Success Measures
•
SLA Compliance and Service Performance.
•
Reduction in recurring incidents and operational defects.
•
Improved MTTR (Mean Time to Resolve).
•
Successful support of production releases and deployments.
•
Accurate and timely incident updates.
•
High-quality root cause investigations.
•
Contribution to automation and continuous improvement initiatives.
•
Successful DR testing participation and operational readiness activities.
•
Positive stakeholder and business user feedback.
We’re proud to have been recognised as a Great Place to Work® in India ‘25
Career Stage:
Senior Associate
London Stock Exchange Group (LSEG) Information:
Join us and be part of a team that values innovation, quality, and continuous improvement. If you’re ready to take your career to the next level and make a significant impact, we’d love to hear from you.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.
You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.
Benefits
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
Legal
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.