Glow Services Corp

Manage and resolve application incidents, perform root cause analysis, monitor system health, implement bug fixes, maintain documentation, and communicate with stakeholders. | Requires 2+ years in application support or similar, proficiency with incident/problem management, experience with monitoring tools like Datadog, ITIL knowledge, and strong communication skills. | Glow are seeking a proactive and detail-oriented Application Support Analyst to join our team. This role is critical in ensuring the smooth operation, stability, and performance of our business applications. The ideal candidate will bring strong problem-solving skills, a collaborative mindset, and a passion for driving operational excellence. As an Application Support Analyst, you will be responsible for managing incidents, troubleshooting application issues, and working closely with cross-functional teams to deliver timely resolutions. Beyond day-to-day support, you will play an active role in monitoring system health, analyzing data trends, implementing bug fixes, and driving continuous improvements. You’ll also contribute to process automation, uphold best practices in change management, and ensure consistent stakeholder communication. This is a dynamic role that requires both technical expertise and strong communication skills, offering the opportunity to shape and enhance how we deliver reliable, scalable, and efficient application support to our clients and internal teams. Responsibilities: 1. Incident Management • Oversee the incident management process, ensuring timely resolution of application incidents. • Collaborate with cross-functional teams to troubleshoot and resolve application issues. • Maintain an incident log and generate incident metrics reports. • Act as the major incident controller during P1 or P2 incidents. • Handle L2 incident response for IT systems and escalate to L3 when required. 2. Problem Management • Own and manage the root cause analysis for major incidents and P2 issues. • Prepare and share Post Incident Reviews (PIRs). • Ensure improvements are logged to prevent reoccurrence of incidents. 3. Monitoring • Monitor and ensure the availability of systems and services while detecting interruptions proactively. • Coordinate with third-party vendors to resolve issues. • Perform trend analysis to identify areas for improvement. • Develop expertise in the monitoring platform (e.g., Datadog) to enhance operational visibility. 4. Data Analysis • Maintain daily communication with clients to investigate and resolve queries related to origination/servicing. • Deliver weekly reconciliation reports to clients with high accuracy and timeliness. 5. Development • Design and implement bug fixes to improve application stability. • Contribute to L2 development stories and collaborate with the development team on enhancement efforts. • Partner with the DevOps team for maintenance and component updates/upgrades. 6. Documentation • Ensure all documentation is kept current and updated after L2 application support handovers. 7. Operational Excellence • Guarantee the availability, performance, and scalability of supported applications. • Implement and maintain systems for monitoring, logging, and alerting. • Develop and enforce standard operating procedures (SOPs) for consistent application support practices. 8. Continuous Improvement • Identify and implement process improvements for enhanced service delivery. • Automate routine tasks to improve efficiency and reduce manual workloads. • Collaborate with the development team to incorporate support insights into the development lifecycle. 9. Stakeholder Communication • Serve as the primary point of contact for all application support-related queries. • Provide stakeholders with updates on incident status, root cause analyses, and resolution plans. • Deliver regular reports and updates to senior management on key metrics and performance. 10. Change Management • Manage application deployments and configuration changes. • Document and ensure adherence to the change management process. • Conduct post-implementation reviews to assess the impact of system changes. Required Skills and Qualifications: • Bachelor’s degree in Computer Science, Information Technology, or a related field. • 2+ years of experience in application support or a similar role. Proficiency in incident and problem management frameworks. • Experience with monitoring platforms such as Datadog or equivalent tools. • Strong analytical skills with a focus on trend analysis and data interpretation. • Experience in L2/L3 application support and familiarity with development pipelines. • Knowledge of ITIL practices and change management processes. • Excellent stakeholder communication and reporting skills. • Technical knowledge of DevOps practices and application lifecycle management. Preferred Attributes: • Prior experience in bug fixes, component upgrades, and development stories. • Ability to automate tasks using tools/scripts for operational improvement. • Proven ability to create, maintain, and enforce SOPs effectively.

Manage financial and lending data reconciliation, perform financial analysis and reporting, oversee lending operations, ensure compliance and risk management, manage systems and tools, and communicate with stakeholders. | 5 years experience in financial operations and lending, proficiency with financial and loan management systems like NetSuite, strong analytical and communication skills, and process improvement experience. | Glow Services Corp is a global technology company specializing in the telecom sector, offering leading SaaS, managed services, and embedded finance revenue-generating solutions, along with strategic consulting services. Glow serves Fortune-100 clients across multiple geographies, providing innovative solutions tailored to their specific needs. Role Description: This position combines core Financial Operations (FinOps) responsibilities with Lending Operations oversight, ensuring the accuracy and efficiency of financial data, operational processes, and compliance with company policies. The role requires a strong analytical mindset, attention to detail, and collaborative skills to manage financial and lending operations seamlessly. Key Responsibilities 1) Data Reconciliation • Perform daily, weekly, and monthly reconciliation of financial and lending data from various systems, including bank statements, payment processors, loan management systems, and internal financial platforms. • Investigate and resolve discrepancies between financial records, lending operations, and transactional data to maintain data integrity. • Automate reconciliation processes to improve efficiency, reduce manual data entry, and minimise errors. • Ensure lending portfolio reconciliations align with general ledger balances and other financial systems. 2) Financial Analysis & Reporting • Analyse financial and lending data, identify trends, and provide actionable insights to management. • Prepare detailed reports on financial performance, loan performance metrics, and reconciled items for internal and external stakeholders. • Collaborate with the Lending Operations team to develop dashboards and analytics to track loan origination, repayments, and delinquencies. • Support month-end and year-end close processes, ensuring the completeness and accuracy of financial and lending data. 3) Lending Operations Oversight • Monitor and manage the lifecycle of loans, from origination and disbursement to repayments and delinquency management. 4) Compliance & Risk Management • Ensure compliance with financial, regulatory, and internal controls, particularly related to lending operations and financial reporting. • Support internal and external audits by providing reconciled financial and lending data along with necessary documentation. • Identify and mitigate risks related to data accuracy, reconciliation, and lending operations. 5) Systems & Tools Management • Leverage reconciliation and loan management tools to track, reconcile, and report financial and lending data accurately. • Collaborate with IT and data teams to enhance financial and lending systems, ensuring they meet operational and reporting needs. • Support the implementation and integration of systems like NetSuite and loan management platforms to improve efficiency. 6) Stakeholder Communication • Communicate discrepancies, issues, and resolutions clearly to relevant stakeholders, including finance, lending, and risk management teams. • Provide regular updates on the status of reconciliations, financial data accuracy, and lending portfolio performance to senior management. • Act as a liaison between FinOps and Lending Ops to ensure smooth information flow and operational alignment. Required Skills and Qualifications: • 5 years experience in financial operations, reconciliation, and lending operations. • Strong understanding of loan lifecycle management and associated financial processes. • Proficiency with financial systems (e.g., NetSuite) and loan management platforms. • Excellent analytical skills and attention to detail. • Strong communication skills to interact with diverse stakeholders. • Experience in process improvement and automation is a plus.