System Support Engineer & Lead QA

Your responsibilities

• Key Responsibilities
• Production Support Ownership and Codebase Stability
• Own senior support for the in-house US Retail Funds codebase, covering incidents, recurring issues, defects, outages and user impact.
• Lead hands-on technical support across business, support, development, QA, vendors, infrastructure and technology teams.
• Investigate complex production issues in logic, data, batches, interfaces, environments, access, infrastructure and procedures.
• Drive root-cause analysis, timely fixes, service recovery, controlled workarounds and permanent remediation.
• Improve resilience by reducing key-person dependency and documenting support ownership and issue history.
• Lead QA, Test Governance and Release Readiness
• Lead QA planning and execution for enhancements, fixes, releases, regression, production defects and urgent changes.
• Define test strategy, scope, acceptance criteria, regression coverage, data, environments and evidence needs.
• Assess changes for impact, quality risks, downstream dependencies, support needs and release readiness.
• Govern defect triage, priority, tracking and closure; ensure clear evidence, reproducibility, ownership and timely fixes.
• Validate fixes, test evidence and production readiness with developers, business and support teams.
• Improve QA discipline, regression efficiency, automation coverage, repeatability and release confidence.
• US-Facing Production Support and Operational Continuity
• Support US-based business teams, clients and operations reliably.
• Work late, unsocial or shifted hours as needed for US coverage, releases, incidents and deadlines.
• Own prompt investigation and resolution of incidents, recurring defects, data issues, user problems and outages.
• Maintain usable support processes, escalation routes, knowledge documentation and runbooks.
• Reduce single-person dependency with clear support ownership and transparent issue history.
• Enhancement Support, Defect Remediation and Release Control
• Support enhancements, fixes and releases from analysis through build validation, testing, deployment and monitoring.
• Align with stakeholders on priorities, operational impact, support pain points and outcomes.
• Contribute to walkthroughs, testing, defect triage, release notes, migrations, deployment and rollback plans.
• Require impact assessments, test evidence, user validation, decision records and readiness checks.
• Escalate support and quality risks, constraints, delays, recurring defects and critical issues with recommendations.
• Codebase Knowledge Transfer and Operating Model
• Formalise existing knowledge into delivery discipline, documentation, support ownership and technical governance.
• Document architecture, application behaviour, data dependencies, Azure, MoveIT, connectors, adaptors, recurring issues, support and releases.
• Replace informal knowledge with repeatable documentation, handovers and operating procedures.
• Identify technical debt, fragile processes, workarounds and risks to scale, stability and future delivery.
• Help transition from incumbent-led knowledge to a resilient, transparent delivery model.
• Stakeholder Collaboration and Technical Governance
• Report development progress, risks, blockers, incidents, release readiness and business impact clearly.
• Work with US stakeholders on priorities, requirements and operationally effective changes.
• Track actions, decisions, defects, dependencies and open issues across development and support.
• Escalate early with practical recommendations, not only status updates.
• Represent the codebase credibly in technical, business and support discussions.
• Uphold ethics, transparency, accountability and traceability in decisions, issues, escalation and communication.
• Coordinate early with infrastructure on dependencies, risks, changes, access, environments and operational impact.
• Document decisions, assumptions, risks, analysis, support steps and handovers thoroughly.

Our requirements

• Significant experience as a System Support Engineer, Application Support Lead, Lead QA Engineer, QA Lead, Technical Support Lead, Production Support Lead or similar senior role supporting business-critical enterprise applications
• Strong hands-on technical capability across C#/.NET applications, SQL/T-SQL, Microsoft SQL Server, Azure-hosted services, REST/SOAP APIs, XML/JSON, Git/Azure DevOps, CI/CD pipelines, release deployment, environment management and production troubleshooting
• Practical understanding of infrastructure concepts, batch processing, schedulers, file-based interfaces, MoveIT or equivalent managed file transfer, access controls, connectors, adaptors, monitoring, logging and operational dependencies
• Strong QA leadership experience across test planning, functional testing, regression testing, defect management, test evidence, automation opportunities, release validation and production readiness governance
• Experience with test automation, API testing, SQL-based validation, data reconciliation, environment readiness checks, release controls and QA process improvement is highly desirable
• Able to read and challenge technical analysis, review changes for quality and support impact, ask the right diagnostic questions and translate findings into practical remediation actions
• Experience supporting financial services, fund administration, asset servicing, transfer agency, investor services or other regulated operational environments is highly desirable
• Comfortable working directly with US-based stakeholders and willing to work unsocial hours where required to support US operations, incidents, releases and urgent business needs
• Strong documentation discipline, including support procedures, runbooks, defect evidence, test plans, release documentation, knowledge transfer materials, operating procedures and decision records
• Excellent stakeholder management and leadership skills, with the ability to explain technical and quality issues in clear business language, align teams, drive decisions and maintain momentum under pressure

Optional

• This role is part of a global IT team that is supporting global IT initiatives. The hiring manager requires CVs in English please.

What we offer

• Employee health is important to us—you’ll have the opportunity to receive a subsidy for private health care for you and your loved ones.
• We promote a healthy lifestyle and physical activity—you’ll have the opportunity to receive a subsidy for a Multisport card.
• If, like us, you value work-life balance, you’ll be pleased to know that we offer flexible work hours.
• Is security important to you? You’ll have the opportunity to purchase additional life insurance.
• Because we want to support your growth, we’ll give you the chance to take free English or German lessons.
• We guarantee job stability: an employment contract with a globally operating company that has a well-established market position.
• Since your professional development is our top priority, we’ll provide in-house training, as well as financial support for external training or postgraduate studies, along with a clear career path at Vistra.
• With your convenience and time-saving in mind, our modern office is located in the city center.
• We’re environmentally conscious: we sponsor bee colonies, encourage employees to bike to work (we have bike parking!), and our building is eco-friendly. It’ll be done today

Benefits

• sharing the costs of sports activities
• private medical care
• sharing the costs of foreign language classes
• sharing the costs of professional training & courses
• remote work opportunities
• flexible working time
• fruits
• integration events