Staff Application Support Specialist (m/f/d) - Berlin

Job description

Company Description 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. Job Overview You'll be the senior technical anchor for our Berlin application support team. You'll lead with hands on expert knowledge and set the bar for technical excellence and direction when things break, own the KPI and Deliverable of the local team, and help colleagues grow. You'll work closely with our Berlin and Hong Kong teams and global stakeholders to keep critical trading and market-data platforms running. Your Tasks 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. Analyse logs and system behaviour, write and optimise 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 w…