Ld. Prod Svcs App Sup Anlyst

2 days ago

Pune, India The Bank of New York Mellon Corporation Full time

Experience with Eagle products or other complex integrated systems is a plus and will be added advantage.

Knowledge Specialist should also have solid communication skills and be able to effectively correspond with clients, Client Operation Managers, engineers, and Product Owners.

Ready to work in rotational shifts.

Specific job responsibilities may include but are not limited to the following:

- Own, investigate, and troubleshoot complex client issues in the Eagle suite, specifically with our platform or enterprise technology related products.
- Identify, recreate, resolve and/or escalate complex problems. Provide timely solutions or “workarounds” to our clients.
- Document issue resolutions & best practices contributing to Eagle’s knowledge base.
- Build solid strategic partnerships with our clients to better understand their technical and business needs.
- Prioritize issues across our global client base within R&D agile teams work queues
- Identify product gaps or inefficiencies and work with R&D to improve overall product design.
- Provide knowledge transfer sessions or demos on new products or features
- Collaborate with R&D to develop problem isolation tools, improved logging, and better diagnostics.
- Publish or review technical documentation on advanced concepts, including development of content for knowledge base articles, white papers, and troubleshooting guides.

Qualifications:

- Strong analytical troubleshooting and mathematical skills.
- Proven ability to define problems, analyze and resolve complex issues.
- Experience in Computer Science, engineering, or web services is preferred.
- Ability to communicate effectively and build relationships with clients, Client Operation Managers, and R&D resources
- Strong critical and strategic thinking skills.
- Ability to balance multiple client incidents and shift priorities as needed.
- Ability to work both independently and as part of a team.
- Strong work ethic and ability to meet deadlines and objectives.
- Experience with some of the following is preferred: Oracle/MS SQL Server, SQL Queries, relational databases, know about the table commands etc.

Knowledge of Service now or any other ticketing tool and Information Technology Infrastructure Library (ITIL) reference model is preferable.
- Flexibility to support Market hours and do some after-hours work when

**BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans.**

**Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

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