Staff Application Support Specialist (m/f/d) - Berlin
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Job description
About the Position
Staff Application Support Specialist (m/f/d) - Berlin
Berlin
Full-time
Permanent employee
About the Company
Since its foundation in 2007, Solactive AG has evolved into one of the world’s most important and fastest-growing index providers. From our headquarters in Frankfurt, we power global investment products across ETFs, structured products, and mandates. Our reputation is built on innovation, speed, flexibility, and strong partnerships.
Service Operations is a multidisciplinary and agile application support function responsible for real-time system monitoring, technical troubleshooting of complex applications, incident management, and global market checks. The team supports our business, development, and DevOps departments across all mission-critical environments, ensuring reliable 24/6 operational coverage.
Responsibilities
Production Support & Incident Management
- Provide L2/L3 support for business-critical trading and market-data applications, and make sure L1 requests are handled effectively.
- Lead major incidents end-to-end: triage, technical coordination, escalation, stakeholder communication, and root-cause analysis.
- Own tickets and service requests through to resolution within agreed SLAs.
- Support change, release, and deployment activities in line with ITIL practices.
Technical Support & Platform Stability
- Troubleshoot issues across market connectivity, APIs, databases, data feeds, and distributed Linux-based systems.
- Analyze logs and system behavior, write and optimize SQL, and execute controlled database changes.
- Identify recurring issues and drive permanent fixes with development and infrastructure teams.
Stakeholder Management
- Build trusted relationships with business users across Hong Kong, Frankfurt, and Berlin.
- Communicate clearly and confidently under pressure, to both technical and non-technical audiences.
Technical Responsibility & Local Coordination
- Act as the local technical lead: set daily priorities, coordinate workload, and run handovers with other regions.
- Be the go-to escalation point for complex technical issues within the team.
- Coach and mentor junior and mid-level colleagues through pairing, reviews, and knowledge sharing.
- Drive operational improvement initiatives from idea to delivery and bring others along with you.
- Promote a culture of ownership, accountability, and continuous improvement.
Requirements
Experience
- 7+ years in Application, Production, or Technical Support within financial markets.
- Experience in market-making, derivatives, or multi-asset trading.
- Hands-on experience supporting trading platforms, market-data systems, or other real-time financial applications.
- Solid understanding of the trade lifecycle, market connectivity, and production operations.
- Some experience guiding others, for example, as a shift lead, mentor, incident lead, or informal technical lead. Formal people management is not required.
Technical Skills
- Strong Linux skills.
- Advanced SQL.
- Experience with monitoring tools such as Grafana or similar.
- Good knowledge of APIs, distributed systems, job schedulers, and system integrations.
- Strong grasp of Incident, Change, and Release Management.
Desirable
- DevOps, SRE, or software development background.
- Python scripting.
- Experience using AI tools or automation to reduce repetitive support work.
We Offer
- Global Team: Join our motivated international team at Solactive.
- FinTech Excellence: Experience FinTech excellence at Solactive.
- Modern Culture: Enjoy our modern, flat hierarchy, and startup-like culture.
- Special Benefits: Job ticket, access to Corporate Benefits, modern office space with ergonomic set-up, employee lounge, and free beverages and fruits.
- Community & Networking: Engage in our various networking events.
- Professional Development: Grow both personally and professionally through our diverse training offers.
About the Company
Solactive AG is a FinTech company operating globally and growing at a fast pace, headquartered in Frankfurt. Since 2007, we develop tailor-made and multi-asset class index solutions for ETFs and other index-linked investment products for the leading global investment banks and asset managers as our clients. Flexibility, efficiency, and providing the highest quality are at the heart and soul of our business philosophy. We are now hiring!
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