Windows Support Engineer - Windows COTS & Integrations

Job Title: Windows Support Engineer – Windows COTS & Integrations

Location: Canary Wharf, UK

Department: Application Platform Operations / Application Services

Purpose of the Role : To ensure the reliable operation, maintenance, and upgrade of Windows-based COTS software, as well as to manage integrations with identity/authentication systems (e.g. Okta), IIS web servers, and supporting scripting to automate, monitor, and troubleshoot these systems. You will work as part of our Application Support / Platform Operations team, ensuring minimal downtime, rapid resolution of defects, continuous improvement, and adherence to internal, regulatory, and security standards.

Key Responsibilities:

• Support, maintain, and upgrade Windows-hosted COTS applications in production, UAT, development environments; coordinate patching, version upgrades, vendor interactions.
• Manage integrations with identity and access management platforms (Okta or similar), including Single Sign-On (SSO), user provisioning, attribute mapping, and ensuring secure authentication flows.
• Operate and maintain IIS web servers (configuration, SSL certificates, bindings, application pools, security hardening).
• Develop, maintain, and execute scripts (PowerShell, batch scripting, possibly Python) for automation (deployment, monitoring, health checks, log parsing, remediation).
• Troubleshoot application issues, including performance, integrations (authentication/authorization), availability, and errors; work across teams (infrastructure, security, development, and vendor) to isolate root cause.
• Assist with release management: reviewing upgrades/patches, scripting or deploying changes, ensuring robust rollback options, coordinating with QA/UAT.
• Maintain thorough technical documentation including runbooks, change plans, operational procedures, escalation protocols.
• Monitor metrics and alerts; ensure SLAs / KPIs (uptime, response/resolution times) are met; manage incident / problem management lifecycle in compliance with our governance.
• Efficient change management, keeping to regulatory, audit, risk, security requirements.
• Engage with vendor support: liaising for patches, bug fixes, feature requests, licensing.
• Possibly provide on-call or out-of-hours support coverage.

Skills, Experience & Qualifications:

Essential:

• Experience supporting Windows Server environments (preferably versions relevant to ours).
• Familiarity with COTS applications (vendor software) in banking / financial services / other regulated environments.
• Strong knowledge of IIS web server: configuration, deployment, SSL/TLS, security, and performance tuning.
• Experience integrating applications with identity providers / IAM systems such as Okta (SSO/SAML/OIDC), user provisioning.
• Strong scripting skills – PowerShell is essential; knowledge of other scripting languages (Python etc.) is a plus.
• Good understanding of networks, authentication, security in enterprise OS context.
• Experience with monitoring / alerting tools, troubleshooting, performance diagnostics.
• Understanding of ITIL processes (Incident, Change, Problem Management) and ability to work under SLA constraints.

Desirable:

• Experience with Unix / Linux support (even if the role is Windows-centric), given our roles often cross platforms.
• Familiarity with middleware technologies (e.g., MQ, WebSphere) or other vendor tools.
• Experience with CI/CD and automation tools for deployment and release.
• Experience working in highly regulated/risk-sensitive environments (financial markets, compliance, audit).
• Relevant certifications (Microsoft Windows / Windows Server certs; IAM / Okta; ITIL).

Personal Attributes:

• Excellent problem solver; able to work calmly under pressure and manage/prioritize multiple issues.
• Strong communication skills—both technical (with peers and vendors) and non-technical (with business stakeholders).
• Proactive and self-starter mindset; continuously looking for improvements, automations, and efficiencies.
• Team player; ability to collaborate with multiple teams (Dev, Infrastructure, Security, Vendors).
• Reliability: commitment to SLRs, operation demands, and possibly shift/on-call.