Application Support Specialist (Puerto Vallarta)

About Us

ITC Infotech is a leading integral technology services and solutions provider, led by Business and Technology Consulting. ITC Infotech provides business-friendly solutions to help clients succeed and be future-ready, by seamlessly bringing together digital expertise, strong industry specific alliances and the unique ability to leverage deep domain expertise from ITC Group businesses. We provide technology solutions and services to enterprises across industries such as Banking & Financial Services, Healthcare, Manufacturing, Consumer Goods, Travel and Hospitality, through a combination of traditional and newer business models, as a long-term sustainable partner.

Job Summary

We're looking for a hands‑on L3 Support Engineer who will act as the escalation point for critical production issues across trading and risk systems. The role focuses on deep incident diagnosis, partnering with engineering for fixes and reliability improvements, and building the tooling, runbooks and documentation that enable L1/L2 teams to resolve issues faster.

Responsibilities

• Own L3 escalations end‑to‑end: triage, root cause analysis, remediation, and post‑incident follow‑up with engineering and stakeholders.
• Partner with product and engineering to improve reliability, operability, and supportability of applications, including logging, metrics, and alert quality.
• Develop scripts, runbooks, diagnostics, and quality‑of‑life tools that streamline investigations and reduce meantime to resolution.
• Create and maintain clear documentation for L1/L2 teams; deliver enablement sessions as needed.
• Contribute to incident reviews and problem management, driving permanent fixes and automation for recurring issues.
• Participate in a limited weekend/on‑call rotation (approximately 4–6 weekends per year) with compensating time‑off per policy.

Minimum Qualifications

• Bachelor's degree (or equivalent experience) and 3+ years in software engineering or production support.
• Proficient in Java or a similar language; strong debugging skills and ability to write scripts for diagnostics and updates.
• Familiarity with Linux and bash.
• Clear, empathetic communicator capable of translating complex technical issues for diverse audiences.
• Demonstrated bias for action: resolve incidents while building long‑term fixes and automations.
• Strong problem‑solving: identify edge cases, add validations, and anticipate failure modes.
• Experience with SDLC and support tooling: GitLab, incident management, JIRA, and standard ticket triage/prioritization.

Preferred Qualifications

• Experience supporting trading systems or desks at a large investment bank.
• SQL proficiency for rapid data validation and incident triage.
• Experience with object‑oriented programming and microservices‑based Java/SOA environments.
• Monitoring/alerting setup and tuning (e.g., Prometheus, Grafana, Kibana, PagerDuty).
• Knowledge of Fixed Income products (Rates, Credit, FX, Commodities) and related market workflows.
• Familiarity with DevOps/CI/CD practices and agile delivery.

Work Model and Schedule

Hybrid collaboration with engineering and trading support teams.

• Weekend/on‑call rotation: approximately 4–6 weekends per year; scheduling communicated in advance.

Equal Opportunity Employer

ITC Infotech is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. ITC Infotech is committed to providing veteran employment opportunities to our service men and women.