Senior Support Analyst - Associate

OptionsGroup2

New York, NY, United States permanent

Posted: February 28, 2017

Job 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

• 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

• Unix/Linux skills including Shell/Perl scripting
• Strong database knowledge – SQL/Sybase/Oracle
• Prior experience of BPS (Broadridge) is strongly desirable
• 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

Interested candidates please contact

Abhishek Agarwal

https://www.linkedin.com/in/abhishek-b-agarwal

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