Application Support Analyst (Graduate position) in City of London

SS&C is a leading financial services and healthcare technology company headquartered in Windsor, Connecticut. With over 27,000 employees worldwide, we support more than 20,000 organizations, from the world’s largest firms to small and mid‑market businesses, providing expertise, scale and technology.

Benefits:

• Hybrid Work Model
• Professional Development Reimbursement including access to SS&C University
• Competitive holiday scheme
• Competitive benefits designed to support staff wellbeing
• Committed to diversity and inclusion
• Hands‑on, team‑customised training throughout your career

About the Role:

The Application Support Engineer will have specific accountability for Calastone’s production technology systems, the onboarding of clients, and supporting the QA team in testing new code. The role is supervisory, managing application support staff on a shift basis and overseeing all client‑facing support activities.

What You Will Do:

• Proactively monitor the production services.
• Provide first‑line support to Calastone’s customers.
• Assist in creating a knowledge base to reduce escalations to the second line.
• Work with the Client Delivery team to ensure all pre‑production checks/tests are satisfied before release.
• Collaborate with the QA team on a rotational basis to assist with quality assurance cycles and pre‑release knowledge.
• Coordinate with internal project staff to flag and resolve production requirements during customer onboarding.
• Communicate with customers and internal technical staff during implementations.
• Handle service incidents and resolve them in the shortest possible timeframe.
• Maintain Calastone’s reputation for high‑quality service support and delivery.
• Contribute to general business improvement initiatives.

What You Will Bring:

• Strong technical background – experience with databases/SQL, MQ, SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/certification, and secure FTP environments.
• Application support and operations experience in a client‑facing, financial environment.
• Experience of project delivery life cycles, in accordance with industry best practice.
• Knowledge of ITIL – beneficial.
• Knowledge of Salesforce – advantageous.
• Business‑level written and spoken English.
• Business‑level written and spoken Mandarin.

What We’re Looking For:

• Remain calm and focused under pressure while supporting customers, colleagues, and partners.
• Collaborate effectively in a multi‑disciplinary environment.
• Take initiative and demonstrate accountability.
• Commit to delivering high‑quality outcomes and continuous improvement.
• Act with professionalism, honesty, and integrity.
• Show persistence in problem‑solving and root‑cause analysis.
• Maintain strong attention to detail.
• Be reflective, open to feedback, and willing to learn and grow.
• Lead by example through actions and collaboration.
• Contribute effectively in team discussions and adapt to different communication styles.
• Accept flexible working arrangements, including shift patterns, with reasonable adjustments supported where needed.

Shift System:

• Day Shift Early: 07:30–16:00 Monday–Friday (7.5 hours work). On Friday, a late shift 15:30–00:00 may be required.
• Day Shift Regular: 09:00–17:30 Monday–Friday (7.5 hours work).
• Day Shift Late: 15:30–00:00 Sunday–Thursday (7.5 hours work).
• Occasional night shift 23:30–08:00 and weekend or bank‑holiday work may be required, paid or time‑off in lieu.

EEO Statement / Non‑Agency Disclosure:

We encourage applications from people of all backgrounds, especially those from under‑represented groups. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status, or any other classification protected by applicable discrimination laws.