Production Services Analyst - Fixed Income

Job Description

This is a front office facing role within the Investment Management Global Production Services team, delivering a comprehensive technology support services to fixed income investment professionals.The successful candidate would be expected to provide application first line support services for fixed income platforms used by investment management business users. The role requires the candidate to be able to perform the following prime functions:
• Service request management: Respond to end user requests in a timely manner. Pro-actively identify opportunities to offer an improved service to business users by developing a deep understanding of business processes and listening to on the ground challenges faced by the business teams. Partner with business teams; do not always wait for requests for help.
• Incident management: Troubleshoot production issues and find root cause through analysis. Candidate needs to provide resolution or escalate the incident to appropriate support team within defined service level agreement (SLA). If escalated, then drive the resolution by following-up with appropriate support teams until the resolution or recovery is provided to the business. Communicate effectively with business users throughout the incident.
• Problem & change management: Identify and drive the production changes required to bring stability to production environments. Review application releases and infrastructure changes; look for conflicts or concerns to pro-actively avoid unnecessary business disruption. Perform application health checks to ensure operational readiness after the completion of changes.
• Support & operations: Perform routine operational tasks such as morning checks to confirm application readiness for business use etc.
• Communication and reporting: Regular communication to business and technology stakeholders in person or via emails, phone, chat, as desired by customers. Ensure effective handovers take place to support team members in other locations.
• Continual improvements: Identify, suggest and implement continual improvements through automation or process changes.
• Comfortable with shift rotations across the global team to cover Asia and UK hours, on-call and handling any weekend activity during major release, BCP etc.
Key Responsibilities
• Provide application support to wide range of investment management business applications; primarily responsible for supporting critical fixed income platforms and their integration with upstream and downstream systems.
• Manage support transition for new applications and functional changes from delivery teams.
• Contribution in enhancements for existing product as individual contributor.
• Work closely with the project manager and to understand & report back regular status of assigned tasks
• Strict compliance to support processes; adherence to FIL Global Production Services policies
• Perform regular knowledge sharing through documentation and training sessions to other members
• Will be expected to work on-call rotation and work in shifts (early morning, late evening and/or weekends).
• Experience in working for validating and performing DR transitions
Experience and Qualifications
• MSc / BE / BTech / MCA or equivalent degree from a reputable university
• 2 - 6 years or above of relevant industry experience developing or supporting IT applications.
• At least 1 year of relevant experience in a production services role.
• Financial domain (investment banking / asset management) working experience.
• Experience working with multi-cultural and geographically disparate teams.
• Experience of ITIL service delivery, preferably with a formal ITIL qualification.
Essential Skills
• Hands on experience supporting applications that use the following technologies:
  • Oracle databases; well versed with database SQL queries and should be able to write medium to complex SQL queries
  • Unix and Windows platforms
  • Unix shell or Powershell scripting
  • C# and Java/J2EE applications
  • Enterprise messaging products (preferably MQ Series)
  • Batch scheduling tools Control-M, Autosys etc.
• Familiar with data analysis in Excel (VBA scripting and/or statistical analysis experience a plus).
• Knowledge of buy side fixed income investment management process and financial instruments.
• Strong analytical and troubleshooting skills.
Desirable Skills
• Experience in automating real time application monitoring (ideally using ITRS Geneos).
• Good understanding of release and deployment management process.
• Experience in stored procedures and database development in Oracle 11g or above using PL/SQL.
• Experience in the production failover and disaster recovery.
• Excellent written and oral communications skills, including interaction with business users and senior technology stakeholders.
• Customer focused strong service ethic.
• Good analytical, problem-solving and documentation skills.
• Able to prioritize work; good time management skills.
• Able to work on own initiative with minimal direction.
• Quick responsive behaviour.
• Conscientious, with good attention to detail.
• Ability to adapt to changing business needs.
• Calm approach under pressure
• Exposure to DevOps and Agile delivery processes.
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Keyskills :
root causefixed incomeoracle 11gfront office