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
Skills, experience, qualifications and knowledge required:
Required Experience
- Unix/Linux skills including Shell/Perl scripting
- Strong database knowledge – SQL/Sybase/Oracle
- Informatica as a tool for logs and reports.
- 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
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
