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Senior Support Analyst - Associate

Company: Options Group
Location: New York
Posted on: February 25, 2021

Job 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 Job Description
    • 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 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 Qualifications
      • 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 Additional Information Interested candidates please contact
        Abhishek Agarwal
        https://www.linkedin.com/in/abhishek-b-agarwal

Keywords: Options Group, New York , Senior Support Analyst - Associate, Professions , New York, New York

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