First & Second Line Application Support

Sygnia is an innovative FinTech company based in South Africa and listed on the main board of the JSE. The company provides asset management, stockbroking and administration services, as well as a wide range of savings products, to institutional and retail clients. All that we do is supported by leading-edge technology platforms. Sygnia offers a dynamic, fast-paced, and growth-focused environment that values innovation, accountability, and continuous improvement. Employees are encouraged to be curious, take ownership, and contribute meaningfully to a collaborative and performance-driven culture.

Role Summary
Provide day-to-day support for our bespoke financial administration system. You’ll monitor and re-run automation jobs, handle first-line application queries, perform low-risk configuration changes, and manage the support queue in Jira. As second line, you’ll investigate issues (logs/data checks), apply safe fixes, and act as the buffer between business and development.

Key Responsibilities

First Line (≈60%)

• Ticket triage & ownership (Jira): log, categorise, prioritise, and keep users updated.
• User assistance: “how do I…?” queries, login/session basics, workflow guidance.
• Automation ops: check dashboards/alerts; re-run failed VisualCron jobs; enable/disable/reschedule per runbook.
• Small, low-risk changes: update approved parameters/schedules/toggles under change control (no code).
• Knowledge base: create/update quick guides and runbooks for recurring issues.

Second Line (≈40%)

• Investigation: review logs, job history and inputs/outputs; reproduce in test when needed.
• Data validation (read-only): run safe SQL SELECT queries in SQL Server 2022 to verify statuses/balances/allocations.
• Automation tooling: build/adjust simple chains, inputs and notifications in VisualCron.
• Fix or escalate: apply authorised config fixes; raise well-formed defects to dev (steps, scope, impact, sample data).

Tech Stack & Tools

• Schedulers/Automation: VisualCron (primary). Acceptable alternative experience: ActiveBatch, Control‑M, JAMS, Stonebranch, RunMyJobs (Redwood), Rundeck; plus Power Automate / UiPath for process/RPA exposure.
• Ticketing: Jira Service Management.
• Database (read-only): Microsoft SQL Server 2022 (SSMS).
• Collaboration: Microsoft Teams.
• Scripting (nice-to-have): PowerShell for checks/utilities.

• 2–4 years in Application/Operations/Service Desk support (financial services advantageous).
• Hands-on with VisualCron or an equivalent scheduler (any listed above).
• SQL (read-only): basic SELECT, joins, filters to investigate issues (SQL Server 2022).
• Clear written & verbal communication; disciplined with ticket hygiene, change control, and documentation.
• Automation platforms: Power Automate / UiPath (transferable process automation).
• ITIL Foundation (incident/problem/change).
• Basic PowerShell; Windows Server services/permissions familiarity.
• Financial admin concepts (funds, valuations, allocations, reconciliations).