Application Support

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $142,000.00 and $196,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

Senior Application Support Engineer to support applications, data pipelines, and infrastructure for middle and back-office functions related to derivative trades. Provide support on technical issues requiring in-depth debugging and expertise in production software applications. Train users in need of assistance. Perform tests on new application code and application maintenance. Deploy software upgrades to users. Build and configure monitoring, alerting and automation.

This role requires strong technical expertise, a collaborative mindset, and the ability to work across disciplines including development, infrastructure, QA, and business operations.

Responsibilities

• Monitor application and system performance, ensuring timely report generation and swift resolution of disruptions.
• Manage incident (incident manager)
• Develop and maintain automation tools for reporting, log collection, and system health monitoring to ensure seamless application operations and proactive issue detection.
• Perform advanced root cause analysis and drive permanent resolutions for recurring issues (Problem Management).
• Maintain and continuously improve support documentation, runbooks, and knowledge bases to ensure consistency and audit readiness.
• Lead service quality improvements through data-driven insights, stability analysis, and proactive remediation strategies.
• Collaborate with development, infrastructure, and SRE teams to automate operational tasks, reduce manual toil, and enhance observability and alerting.
• Provide expert-level technical support and debugging for production applications, ensuring minimal downtime and rapid recovery.
• Interface with upstream and downstream data pipelines to ensure data integrity and availability.
• Coordinate 24x6 support coverage, mentor junior engineers, and ensure smooth handoffs across shifts and geographies.
• Communicate effectively with business stakeholders and senior leadership during incidents, providing clear status updates and post-incident reviews.
• Conduct system stability and performance analysis, recommending architectural or process improvements.
• Lead support team meetings to improve reliability, reduce incident frequency, and enhance collaboration.
• Ensure compliance with audit and regulatory requirements through accurate documentation and incident tracking.
• Champion knowledge management by creating and maintaining fix-logs, training materials, and facilitating team learning sessions.
• Manage vendor relationships to ensure timely resolution of third-party issues and alignment with SLAs.
• Apply Site Reliability Engineering (SRE) principles, including error budgeting, SLIs/SLOs, and blameless postmortems to improve system resilience.
• Drive continuous improvement initiatives, including tooling enhancements, process optimization, and cross-functional collaboration.

Qualifications and Skills

Functional skills and experience

• 7+ years of experience in application support or related roles
• Incident management and problem-solving
• Real-time debugging and troubleshooting
• Familiarity with regulatory reporting and financial asset classes
• Creating dashboards and generate stability reports
• Strong communication and stakeholder management skills
• Proven ability to work effectively across disciplines and teams
• Analytical and proactive mindset with ownership of issue resolution.
• The ideal candidate excels in technical writing and can create clear, concise documentation that supports operational excellence. This role requires the ability to interface effectively with senior developers, extract complex technical details, and translate them into accessible and actionable support documents.
• In addition to technical expertise, the candidate must demonstrate strong communication and collaboration skills. The role involves working closely with teams-including infrastructure, development, incident management, and senior business leadership-to ensure clarity and alignment. The candidate will have experience conducting root cause analysis and engaging at a technical level to learn and document processes.
• Ability to work on-call and adhere to scheduled rotations for system support and maintenance.

Current hands-on experience:

• Monitoring tools: Prometheus, Grafana, Logic Monitor
• Job schedulers: Autosys, Control-M
• Databases: SQL Server, Oracle
• Application performance monitoring and log analysis
• ITIL processes: Incident, problem, and change management
• Scripting for automation: Perl, Python, Bash, PowerShell
• Service Now as well as JIRA power user

Additional Requirements

SMBC's employees participate in a Hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process. Hybrid work may not be permitted for certain roles, including, for example, certain FINRA-registered roles for which in-office attendance for the entire workweek is required.

SMBC provides reasonable accommodations during candidacy for applicants with disabilities consistent with applicable federal, state, and local law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.

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