Tech Support Analyst

Job Description

A technically brilliant application support analyst who is passionate about delivering high quality application services to the investment bank stake holders. Take part in Major Incident Management, Problem Management and Request Management utilize their IT and business skills to interact with internal and external clients support the Service & Product Manager across several technical domains uphold high standards for timely issue resolution contribute expertise to the management of existing and new IT products and services optimise the service issues and gaps and implement service quality Optimize operational procedures to improve efficiency, reduce time to restore and minimize costs Perform the full spectrum of Production Support responsibilities, based on the ITIL Framework: Incident and Problem Management, Release Management, Risk Management Incident Management: Ability to assess the impact and urgency, diagnose the application issues using logs, coordinate with relevant teams to resolve the incidents, keep the stake holders updated with the progress. Problem Management: Ability to deep-dive into the recurring issues and find the root cause by analysing the log files, symptoms, timing, etc. Ability to articulate and influence the development team, infrastructure team and others to provide a solution to fix the root cause and prevent the recurrence of issues. Change Management: Well versed with ITIL processes , procedures and ability to act as a strong gate keeper to the production environment. We expect the person to be able to assess the changes from all dimensions impact, risk, performance and help to implement the changes in a controlled manner Business Continuity Management: Understand the purpose of BCM, participate in BCM tests, experience in handling real time fail over activities. Automation and efficiency Improvement : A person who is passionate about the new tools ( SPLUNK, APPDYNAMIC, etc.), technologies ( BIG DATA, NO-SQL, etc.), and processes ( ITIL, DevOps, Agile) and adopt them in the working environment to increase the efficiency and effectiveness.Are you an expert when it comes to tools like AppDynamics, SPLUNK, IPcenter, Netcool, ServiceNow, Do you have a track record of influencing senior IT stakeholders and business partners Do you have proven ability to solve complex issues, covering both technical and business needs We re looking for a IT support analyst to: support the Service & Product Manager across several technical domains ensure workflows, processes, tooling and applications are of the highest quality standard contribute expertise to the management of existing and new IT products and services define workarounds for known errors and initiate process improvements maintain a knowledge databaseYour teamYou ll be working in the Global Market Financing Application Support team in Pune. We provide provides L2 application support to the stake holders from the Financing business stream , covering exchange traded derivatives clearing and settlement; prime brokerage; and stock lending functions. The team is global in nature and is responsible for the full spectrum of support from front-line user support, through to complex system support, to release and environment management. This benefits our global prime service clients. As a support Analyst, you ll play an important role in ensuring production stability, timely resolution of client issues and service requests., ideally 5 years of hands-on experience with [application support in a UNIX-Linux environment, preferably in an investment banking industry Technically proficient in UNIX/LINUX, Shell Scripting, Perl, RDBMS, Autosys good Knowledge of exchange traded derivatives, equity prime brokerage and stock borrow lending business. ability to solve complex issues, good at problem statement analysis and solution design thinking track record of influencing senior IT stakeholders and business partners confident communicator that can explain technology to non-technical audiences capable of understanding client needs and translating this into products and services Familiarity with ITIL processes (Certification preferred) experience in working with Global teams

Keyskills :
unixtroubleshootingcustomer relationsslaenvironmentmajor incident managementexchange traded derivativesbig datait supportroot causeuser supportsystem support