Senior Support Analyst

Position Purpose

This is for a Lead Support Analyst role, reporting to the Application Support Manager within ISPL ALMT APS.The role includes ITIL Operations, Transition & Design activity, project management, managing ISPL team, strongly collaborating with the global team and the other Technology teams in ISPL. This is an excellent opportunity for a highly motivated and skilled candidate to join a very dynamic company and work in an exciting environment.

APS team member would be working on standard banking softwares & in-house applications etc. The APS team member is responsible for providing production functional support, maintenance of key application platforms, deployment within the CIB ALMT APS domain.

Responsibilities

Direct Responsibilities

Candidate must work as level 1/2 support analyst to bring technical and product issues to resolve.

Responsible for monitoring production environment and act proactively to prevent performance issues or application crash.

Responsible for resolving support issue by using his functional/ technical expertise and flexible enough to look for solutions that may be out of the box.

Handling ITIL Methodologies like Change, Incident, Problem, and Service Management

Monitoring night batch and ensuring reports are generated well and transferred to client by adhering the SLA defined.

Monitor the recurrent incidents, perform problem management and escalate to the next level of support or development team when required

Coordinate with Infrastructure teams on events of patching & up gradation of servers to ensure the applications are stable & running after the infra work

Responsible for UAT/PROD deployment & validation,

Analyzing/documenting problems, recommending solutions, & initiating corrective action

Plan and implement application releases, load tests and configuration changes.

Customize production tools (monitoring, batch scheduling, backups etc.

Contributing Responsibilities

Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

Participate to DRP activities

Should have good experience knowledge on L1/L2 Functional Support

Eager to learn Banking Domain Knowledge (Corporate & Investment)

Technical & Behavioral Competencies

Technical:-

Must have technologies (Hands on experience) PRIMARY SKILLS

BPM Tools

None

Databases

Knowledge on Sybase IQ/Sybase ASE and SQL server

UNIX

Knowledge on Linux/Unix systems

Knowledge on Windows

Mounts/NFS

ITIL

Good Understanding of ITIL framework, especially on Incident, Request, Problem and Change management.

Should have worked in ITIL process and best practices.

Middleware

Knowledge on Apache, Kubernetes, Kafka, MQ series, Consul, Signal

Deployment Process

Scripting

Scripting (Ansible, Python, Shell, SQL ...) and development skills for administration.

DEVOPS Tools

Knowledge on Jenkins, Ansible Tower, bitbucket

Scheduler & Monitoring Tools:

Knowledge on Schedulers, Crontab, Autosys /DollarU

Knowledge on Monitoring Tools such as Dynatrace, Prometheus, Grafana

SECONDARY SKILLS

Networking

Network topologies, ability to identify Network issues.

Database

File Transfer/Security

Knowledge on CFT, security authentication, certificate renewals

Windows/Unix/Linux OS

Knowledge on UNIX/ Linux /Windows Operating System andDOS Commands

FUNCTIONAL KNOWLEDGE

DOMAIN

Excellent knowledge on various banking, and finance applications

Excellent knowledge on various financial Products in FX, Derivatives

Excellent knowledge on Securities domain

Excellent knowledge on Payments Tools, Trade Settlement

Excellent knowledge on accounting

BEHAVIOURAL

Proactive with good verbal and written communication skills

Good analytical and problem-solving skills

Ability to understand and interpret complex technical issues and identify solutions, quickly and efficiently.

Ability to prioritize workloads and manage conflicting requests on time in a continually fast-moving environment.

Enthusiastic to work in challenging environment

Effective problem-solving abilities

Ability to adapt to change

Exhibits positive interpersonal and team skills

Commitment to company quality standards including issue resolution timescales, quality improvement and commitment to resolving issues correctly.

Aptitude for learning