Astrid Support

The Bureau Support team provides live production support on 24/6 basis for Gloss/Astrid product Suite which are being used by Bureau and license clients. The Bureau Support team is responsible for handling and resolving any product/operational issues related to the Gloss/Astrid product suite. Bureau Support also provides support for Client QA activities for their testing of any new enhancements, defects or any market regulatory changes.

The Bureau Support team is responsible for below activities
- Daily Monitoring of the Client PROD/QA Environments and resolve any errors/warnings.
- Addressing any product,/business queries raised by Clients, resolving trade flow issues to ensure smooth business flow and straight through processing of trades in PROD.
- Responsible for communicating with Clients, CSMs and Management on the open issues progress and escalating to the management on the priority issues.
- Resolution of Client issues as the SLAs defined for the Clients.
- Health Checks and Monitoring of environments e.g. Background servers, EOD jobs and various alerts monitoring.
- Analyzing the technical/functional issues raised from PROD/UAT and coordinating promotion of changes with Development and Release teams
- Providing the information of the changes/Release notes to the clients, Client UAT testing Support and promotion of changes to PROD region.
- Client POC activities - Maintaining regular communication with Client Contacts on the open issues, Creating the Release Handover Plan and Coordinating with internal teams to promote changes to Production environments.

**Key responsibilities**:

- Analyze and fix the environment issues proactively by addressing the client queries with providing the required details on time
- Prioritizing Defects with development and getting them scheduled appropriately
- Proven financial services experience, preferably within Asset Servicing Operations but definitely in Capital Markets.
- Follows the companies Operating Procedures
- Liaise with Development Team, Senior Development Consultants as appropriate to ensure the resolution of issues.
- Experience at working both independently and in a team-oriented, collaborative environment is essential.
- Strong oral and written communication and interpersonal skills required as this role demands interacting with multiple locations and stakeholders
- Strong interpersonal and client facing skills.
- Pro-active, highly motivated and a strong team player
- Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
- Rotational Shift predominantly UK/US business hour

**Eligibility**:

- 3-8 years of IT experience in one of the two tech stacks
- C, Sybase, UNIX/LINUX Shell Scripting, PERL
- .Java - Core Java, Hibernate, Spring, JBOSS
- Debugging skills
- Strong in Sybase PL/SQL
- Strong communication skills