Production Support Analyst PS Corporate Technology L2

New York, NY

Post Date: 08/23/2017 Job ID: 10047468 Industry: IT Perm
Company overview
Client is a leading financial services group and the preeminent Asian-based investment bank with worldwide reach. Client provides a broad range of innovative solutions tailored to the specific requirements of individual, institutional, corporate and government clients through an international network in over 30 countries. Based in Tokyo and with regional headquarters in Hong Kong, London, and New York, Client employs over 27, 000 staff worldwide. Client' s unique understanding of Asia enables the company to make a difference for clients through three business divisions: retail, asset management, and wholesale (global markets and investment banking).
Position Specifications:
Department          : Corporate Technology Services
Function                  : Financial Services
Corporate Title           : Analyst
Functional Title          : Support Analyst
Experience          : 4 – 6 years
Qualification       : Bachelors degree in Computer Science, Engineering or related fields
Req No
Role description:
Reporting into the Production Services Financial Services (US) lead in New York, this support role covers the day-to-day support of financial services & corporate technology platforms, working in collaboration with global 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
  • Provide hands on production support
  • IT Delivery/Control/Process/Stability
  • Responsible for the proper functioning of existing services and infrastructure
  • Provides help to identify problems, aid in implementing the solutions, and providing continuing support
  • To work with end-users to solve issues and fix technical problems.
  • To work under the guidance of senior Support Analysts.
  • The duties of Support Analysts can be broken into four distinct categories: prevention; correction; adaptation; and perfection
  • KPI statistics relating to individual / teams capacity, performance and CSI
  • Professional Ethics Compliance and Risk Management
  • Industrialising 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 support analyst to provide hands on support to financial systems and its interfaces
  • 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 in partnership with other team members
  • To deploy code/configuration change/releases into the pre & production environments
  • To work as strong team player
Skills, experience, qualifications and knowledge required:
Required Experience
  • Experience of functional/technical support / investment banking environment desirable, other industries will be considered
  • Basic knowledge of Informatica/ETL will be a plus but not mandatory
  • Unix/Linux skills including Shell/Perl scripting
  • Database – SQL/Sybase/Oracle
  • Knowledge of scheduling tools – Autosys or cron
  • Experience of monitoring software and maintaining\improving rulebases
  • Hands-on experience of using tools such as Service Now - Desirable
  • Working within ITIL standards and structured, formal environments - ITIL qualifications – Beneficial
  • Knowledge of Client applications BPS/BPSA will be a plus
  • Knowledge of ledger based systems 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

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