|| Reporting into the Production Services Financial Services (US) lead in New York, this support role covers the day-to-day support of financial leger systems using finance services & 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.
KPI statistics relating to individual / teams capacity, performance and CSI
Professional Ethics Compliance and Risk Management
Industrializing the different processes
Maintaining Knowledge Management
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 financial systems and its interfaces
To provide user query support and monitoring support queries, with as minimal as possible escalations to development teams
Planning and execution of proactive non-ticket tasks (such as automation or tool implementations)
To provide batch support, health checks at the start of day/end of day using global support model
To create, update, amend relevant production support documentation
To use firm standard support tools and processes
To provide weekend support related activities in partnership with other team members
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. 1.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
Hands on knowledge of ETL/Informatica
Hands on knowledge of Database – Oracle
Unix/Linux skills including Shell/Perl scripting
Knowledge of scheduling tools – Autosys & cron
Hands on support knowledge of Ledger system or PeopleSoft will be a plus
Work Experience in Business Objects will be plus
Experience of functional/technical support / investment banking environment desirable
Experience of monitoring software and maintaining\improving rule bases
Working within ITIL standards and structured, formal environments - ITIL qualifications – Beneficial
Hands-on experience of using tools such as Remedy or Service Now - Desirable
Excellent analytical and communication skills including ability to provide clear and concise status to senior management / summarise key messages
Ability to priorities, 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