Support Analyst, End user services, Information Technology

5 days ago

Pune, Maharashtra, India CLSA Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Key Areas of Responsibilities
  • Administer and maintain Windows/Linux servers, Active Directory, DNS, DHCP, and Group Policies, ensuring high availability and compliance.
  • Implement proactive monitoring, patching, and performance tuning aligned with ITIL best practices.
  • Support disaster recovery and business continuity processes.
  • Deliver advanced Level 2/3 desktop support for end-users across trading floors and corporate offices, both remotely and in-person.
  • Manage OS and application deployments, troubleshoot hardware/software issues, and ensure minimal business disruption.
  • Utilize remote support tools, password management utilities, and web-sharing platforms for efficient resolution.
  • Collaborate with network teams to maintain connectivity and low-latency environments critical for trading operations.
  • Enforce endpoint security standards, including encryption, antivirus, and MFA, while adhering to regulatory and audit requirements.
  • Provide technical support for front-office and back-office applications, ensuring stability during market hours.
  • Coordinate with vendors for upgrades and issue resolution, maintaining SLAs.
  • Maintain clear, auditable documentation for processes and configurations.
  • Identify process gaps, recommend improvements, and drive change initiatives to completion.
  • Contribute to automation and workflow optimization for IT operations.
  • Supervise and guide a mid-sized support team across dispersed locations, managing communication, task scheduling, and conflict resolution.
  • Act as a trusted partner to traders and business stakeholders, ensuring seamless IT support.
Requirements
  • Experience: 5–8 years in system administration and desktop support, preferably in Investment Banking or financial services.
  • Strong knowledge of Windows Server, Active Directory, Group Policy, and PowerShell scripting.
  • Familiarity with VDI solutions, Citrix, and secure remote access technologies.
  • Practical application of ITIL principles in incident, change, and problem management.
  • Proven experience with ticketing systems (ServiceNow, HPSM, BMC Remedy).
  • Knowledge of end-user support tools such as remote support, AD & password management utilities.
  • Excellent communication skills suitable for supervisory-level interactions.
  • Proven ability to manage workflows, resolve conflicts, and handle end-user grievances effectively.
  • Strong documentation skills and ability to drive process improvements.
  • Self-driven, collaborative team player.
  • Flexible to work in shifts and high-pressure environments.
  • Certifications such as Microsoft (MCSA/MCSE), ITIL Foundation, or equivalent preferred.

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