Lead Support Analyst

7 days ago

Pune, India CLSA Full time

Key Areas of Responsibilities

  • Will be responsible for supporting and maintaining several Shared Services Production Management applications and platforms.
  • Work with application and development team to manage pipeline for delivering solutions, change requests, and enhance change-release process for applications under DevOps model.
  • Document standards, processes and procedures relating to best practices, issues, and resolutions.
  • Coordinate with onshore/offshore resources to respond, diagnose and resolve day-to-day System/User issues specifically related to missing/delayed data, performance issues with platforms, network latency, access/control management, ITRS Monitoring, and ELK/Grafana dashboards.
  • Adhere to ITIL support practices (Incident/Problem/Change/Release Management)
  • Manage and support the ITRS Genos environment with hands-on changes, designs and implementation of solutions provided by core team.
  • Provide support during APAC and EMEA shift timings and flexible to work during limited number of weekends on rotation.
  • Come up with innovative ideas to improve/automate existing process.
  • Actively participates in Disaster Recovery/Business Continuity planning and testing. Activities to include actual live fail over and failback exercises.
  • As a component of Middleware Support, candidate would be responsible for Monitoring the global deployment and traffic, to ensure that global mesh and services are available for our Messaging Middleware Platforms.
  • Provide Support and design recommendation for use of logging, monitoring, and use of the messaging middleware stack (Solace/Tibco/Kafka).
  • Support and build monitoring (ITRS Geneos, Grafana, ELK, Kibana) for data flows, and health status for application teams and internal team.

Requirements

  • Bachelor's degree in computer science / engineering
    OR
    Minimum 8 years' experience within IT in an Investment Bank.
  • Candidates with a Degree and > 8 years' experience will be considered for Lead Support Analyst.
  • Production support experience with excellent log analysis, problem solving, and trouble shooting skills.
  • Experience supporting systems interacting with front office and middle office or back office.
  • Experience with supporting application in UNIX environments is a must (shell/programming skills advantageous).
  • Experience in managing, changing, and diagnosing ITRS Genos is a must.
  • Experience in SQL (ability to fix/enhance/optimize SQL a must), UNIX scripting skills, and building log/system monitoring is a must.
  • Must have exposure to working directly with end customers/business, vendors, other project stakeholders as needed.
  • Experience in supporting elastic search stack, and dashboards built on Kibana/Grafana will be an advantage.
  • Experience with Messaging Middleware (Solace/Kafka/Tibco) at a user or support level is a considerable advantage.
  • Experience with network diagnosis and proxy configuration/deployment will be a considerable advantage
  • Excellent/Fluent in English

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