Avaloq Application Support Engineer (Private Bank, Luxembourg)

🔧 Key Responsibilities:

• Act as the technical escalation point for 1st line support on Avaloq-related incidents and service disruptions

• Investigate interface failures, timeouts, queue build-ups, and reconciliation mismatches using logs, DB traces, and monitoring tools (e.g., Splunk, Dynatrace)

• Perform root cause analysis across application logic and configuration issues

• Resolve incidents or coordinate fixes with vendors

🛠️ System Health & Stability:

• Conduct regular health checks of Avaloq components

• Maintain and improve runbooks, SOPs, and recovery procedures

• Drive improvements in system resilience, observability, and MTTR

⚙️ Automation & Continuous Improvement:

• Propose long-term solutions to reduce incidents (alert tuning, configuration hardening)

• Contribute to continuous improvement initiatives

• Participate in Post-Incident Reviews (PIRs) and document actionable insights

📊 Reporting & Compliance:

• Ensure compliance with internal policies and regulatory standards

• Log all activities accurately in ServiceNow

• Support KPI tracking and availability reporting for management

✔️ Bachelor’s degree in Computer Science, IT, or equivalent

✔️ 3–5 years’ experience in 2nd line IT support (ideally in private banking/wealth management)

✔️ Strong hands-on expertise with Avaloq

✔️ Good understanding of ITIL processes (Incident, Problem, Change & Event Management)

➕ Nice to have:

• Messaging systems knowledge (IBM MQ, Solace, or similar)

🧠 Key strengths:

• Analytical mindset with structured problem-solving

• Calm and decisive under pressure (especially during critical outages)

• Strong sense of ownership, reliability, and precision

• Flexibility for on-call duties, weekends, and emergency interventions