Address
Form of work Company Description
Role description:
Reporting into the Production Services Team lead (US) in New York, this support role covers the day-to-day support of operations technology platforms, working in collaboration with global stakeholders and regional teams. Will suit a self starter who is looking for a career in production support and takes pride in making difference to support the business critical processes and role includes
- Demonstrates understanding of the fundamentals of programming concepts, interpreting technical specifications and development standards
- Utilizes knowledge of service level delivery to offer superior service.
- Understands effects of IT Architecture on performance.
- Demonstrates working knowledge of Financial Services Industry concepts and is able to apply them internally.
- Responsible for the proper functioning of existing applications and infrastructure.
- Identifying problems, crafting and aiding in implementing the solutions, and providing continuing support
- Perform Impact analysis of the reported issues or risks and try to find root causes and solve the issue by going through the business and systems workflow.
- IT Delivery/Control/Process/Stability
- KPI statistics relating to individual / teams capacity, performance and CSI
- Professional Ethics Compliance and Risk Management
- Industrialising the different processes
- Maintaining Knowledge Management
Job Description
Responsibilities will include:
- Dealing with support escalations from Level 1 team, including complex user and monitoring support queries, with as minimal as possible escalations to L3 teams
- Work as senior Support Analyst to provide hands on support to Operations and settlement systems
- Planning and execution of proactive non-ticket tasks (such as automation or tool implementations)
- To provide user query support and monitoring support queries, with as minimal as possible escalations to development teams
- To provide batch support, health checks at the start of the day/end of the day
- To create, update, amend relevant production support documentation
- To use firm standard support tools and processes
- To provide weekend support related activities on rotation basis
- To deploy code/configuration change/releases into the pre & production environments
- The duties of Senior Support Analysts can be broken into four distinct categories: prevention; correction; adaptation; and perfection.
- Prevention relies on ensuring that hardware changes or additional modules do not interrupt an application's function.
- Correction is the continual monitoring and fixing of issues that arise, including bug fixes.
- Adaptation is the modification of applications to comply with new standards and new systems
- perfection is the improvement of application/infrastructure to enhance performance or reliability
- To work as strong team player
Qualifications
Skills, experience, qualifications and knowledge required:
Required Experience
- Unix/Linux skills including Shell/Perl scripting
- Strong database knowledge - SQL/Sybase/Oracle
- Prior experience of BPS (Broadridge)
- Basic knowledge of programming languages - JAVA or C++ will be plus
- Knowledge of the Financial Services Industry
- Hands-on IT support experience & knowledge of Middle Office systems, Settlement systems will be
highly advantageous - Knowledge of scheduling tools - Autosys
- Experience of functional/technical support / investment banking environment desirable
- Experience of monitoring software and maintaining\improving rule bases
- Hands-on experience of using tools such as Remedy or Service Now - Desirable
- Working within ITIL standards and structured, formal environments - ITIL qualifications - Beneficial
- Hands on support knowledge of middleware tools (MQ, Tibco) will be a plus
Additional Information
Professional Attributes
- Excellent analytical and communication skills including ability to provide clear and concise status to senior management / summarise key messages
- Ability to prioritise, sense of Urgency
- Problem solving mindset and solution-enabler - Ability to identify problems, make decisions and drive solutions
- Pragmatic, able to adapt to various situations and applications, ready to work under pressure
- Ability to inspire co-operation and co-ordinate activities across teams
- Willingness to accurately document and share information with global peer group
Interested candidates please contact
Abhishek Agarwal
https://www.linkedin.com/in/abhishek-b-agarwal
