US-Facing Production Support and Operational Continuity
Support US-based business teams, clients and operations reliably.
Work late, unsocial or shifted hours as needed for US coverage, releases, incidents and deadlines.
Own prompt investigation and resolution of incidents, recurring defects, data issues, user problems and outages.
Maintain usable support processes, escalation routes, knowledge documentation and runbooks.
Reduce single-person dependency with clear support ownership and transparent issue history.
Enhancement Support, Defect Remediation and Release Control
Support enhancements, fixes and releases from analysis through build validation, testing, deployment and monitoring.
Align with stakeholders on priorities, operational impact, support pain points and outcomes.
Contribute to walkthroughs, testing, defect triage, release notes, migrations, deployment and rollback plans.
Require impact assessments, test evidence, user validation, decision records and readiness checks.
Escalate support and quality risks, constraints, delays, recurring defects and critical issues with recommendations.
Codebase Knowledge Transfer and Operating Model
Formalise existing knowledge into delivery discipline, documentation, support ownership and technical governance.
Document architecture, application behaviour, data dependencies, Azure, MoveIT, connectors, adaptors, recurring issues, support and releases.
Replace informal knowledge with repeatable documentation, handovers and operating procedures.
Identify technical debt, fragile processes, workarounds and risks to scale, stability and future delivery.
Help transition from incumbent-led knowledge to a resilient, transparent delivery model.
Stakeholder Collaboration and Technical Governance
Report development progress, risks, blockers, incidents, release readiness and business impact clearly.
Work with US stakeholders on priorities, requirements and operationally effective changes.
Track actions, decisions, defects, dependencies and open issues across development and support.
Escalate early with practical recommendations, not only status updates.
Represent the codebase credibly in technical, business and support discussions.
Uphold ethics, transparency, accountability and traceability in decisions, issues, escalation and communication.
Coordinate early with infrastructure on dependencies, risks, changes, access, environments and operational impact.
Document decisions, assumptions, risks, analysis, support steps and handovers thoroughly.
Our requirements
Significant experience as a System Support Engineer, Application Support Lead, Lead QA Engineer, QA Lead, Technical Support Lead, Production Support Lead or similar senior role supporting business-critical enterprise applications
Strong hands-on technical capability across C#/.NET applications, SQL/T-SQL, Microsoft SQL Server, Azure-hosted services, REST/SOAP APIs, XML/JSON, Git/Azure DevOps, CI/CD pipelines, release deployment, environment management and production troubleshooting
Practical understanding of infrastructure concepts, batch processing, schedulers, file-based interfaces, MoveIT or equivalent managed file transfer, access controls, connectors, adaptors, monitoring, logging and operational dependencies
Strong QA leadership experience across test planning, functional testing, regression testing, defect management, test evidence, automation opportunities, release validation and production readiness governance
Experience with test automation, API testing, SQL-based validation, data reconciliation, environment readiness checks, release controls and QA process improvement is highly desirable
Able to read and challenge technical analysis, review changes for quality and support impact, ask the right diagnostic questions and translate findings into practical remediation actions
Experience supporting financial services, fund administration, asset servicing, transfer agency, investor services or other regulated operational environments is highly desirable
Comfortable working directly with US-based stakeholders and willing to work unsocial hours where required to support US operations, incidents, releases and urgent business needs
Strong documentation discipline, including support procedures, runbooks, defect evidence, test plans, release documentation, knowledge transfer materials, operating procedures and decision records
Excellent stakeholder management and leadership skills, with the ability to explain technical and quality issues in clear business language, align teams, drive decisions and maintain momentum under pressure
Optional
This role is part of a global IT team that is supporting global IT initiatives. The hiring manager requires CVs in English please.
What we offer
Employee health is important to us—you’ll have the opportunity to receive a subsidy for private health care for you and your loved ones.
We promote a healthy lifestyle and physical activity—you’ll have the opportunity to receive a subsidy for a Multisport card.
If, like us, you value work-life balance, you’ll be pleased to know that we offer flexible work hours.
Is security important to you? You’ll have the opportunity to purchase additional life insurance.
Because we want to support your growth, we’ll give you the chance to take free English or German lessons.
We guarantee job stability: an employment contract with a globally operating company that has a well-established market position.
Since your professional development is our top priority, we’ll provide in-house training, as well as financial support for external training or postgraduate studies, along with a clear career path at Vistra.
With your convenience and time-saving in mind, our modern office is located in the city center.
We’re environmentally conscious: we sponsor bee colonies, encourage employees to bike to work (we have bike parking!), and our building is eco-friendly. It’ll be done today