Application Associate

About the Role:

Department overview:

Global Shared Support for Bangalore Infrastructure EDM Application Support, providing Level 1 to level 1.5 Support for various Products.

Global Shared Support is 24/7 365 days process, and this is required so we can Roster (24/7/365), schedule resources for all the tasks/products allocate and provide continue seamless support for different products (EDM, EDMW, Debt Domain, WSO, Thinkfolio, DeltaOne and RegOne) supported by Global Shared Support Team. Current tasks - Monitoring Servers, Monitoring Client Production environments, working on tickets, Runbooks and BAU tasks, EDM - Providing L1 and L1.5. With migration of EDM/EDMW/Debt Domain/WSO L1 and L1.5 activities (including implementation) to Bangalore Team as a Strategic location for first line support the daily BAU tasks has increased when compared to previous years. Support from Bangalore Team for EDM/EDMW/Debt Domain/WSO Hosted Client includes working on BAU Tickets, Migration and Hosted Client Implementation, monitoring of emails, AWS alarms, BCP, Migrations and Client Upgrades, additionally providing EDM Support in absence of UK and US Team on their Holidays as Bangalore Team being 24/7 Support. We also provide Cross Charge Support for Delta One and RegOne Infrastructure monitoring, Emails, BAU Tickets.

Position summary

Application Support for EDM providing Level 1 to level 1.5 Support including Delta One and RegOne

Global Shared Support is 24/7 365 days process, and this is required so we can Roster (24/7/365), schedule resources for all the tasks/products allocate and provide continue seamless support for different products (EDM, EDMW, Debt Domain, WSO, Thinkfolio, DeltaOne) supported by Global Shared Support Team. Current tasks - Monitoring Servers, Monitoring Client Production environments, working on tickets, Runbooks and BAU tasks, EDM - Providing L1 and L1.5. With migration of EDM/EDMW/Debt Domain/WSO L1 and L1.5 activities (including implementation) to Global Shared Support Team as a Strategic location for first line support the daily BAU tasks has increased when compared to previous years. Support from Bangalore Team for EDM/EDMW/Debt Domain/WSO Hosted Client includes working on BAU Tickets, Migration and Hosted Client Implementation, monitoring of emails, AWS alarms, BCP, Migrations and Client Upgrades, additionally providing EDM Support in absence of UK and US Team on their Holidays as Bangalore Team being 24/7 Support. We also provide Cross Charge Support for Delta One and RegOne Infrastructure monitoring, Emails, BAU Tickets.

Duties & accountabilities

• Be the key point of contact for first level escalations and communication efficiently to SD & client.
• Acknowledge internal and client emails, work on the ticket assigned within SLA.
• Be familiar with the service level agreements (SLAs) and the proper response times to call customers back on assigned tickets. Follow proper protocol/disclaimer when setting expectation with client
• Follow proper protocol/disclaimer when setting expectation with client
• Provide Client Support and technical issue resolution via E-Mail, phone, and another electronic medium.
• Incident Recording, Classification, and Initial Support. (Tier 1 of our Incident Management)
• Major Incident Management - Trigger the Escalation Process Accordingly in case of failure with the Initial Support.
• Extend our Monitoring Platform, Documentation & Knowledge Base.
• Proactive monitoring of services, CPU, Network, disk usage.
• Updating the resolution of new technical issues to the team members.
• Perform Troubleshooting steps for bringing site up, like reset IB Services etc.
• Check all the Process and Procedure documents available in the process library. Adherence to Process and Procedures as mentioned in the Knowledge Library. Contribute to Knowledge base library.
• Take part in Review calls, Cab and other Adhoc calls wherever applicable.
• Familiarize with new technologies/new client as and when introduced.
• Ensure Proper documentation has been adhered to and all the troubleshooting steps, taken and documented in the ticket.
• Take part in Adhoc training. Enhance his/her knowledge on new skills based on the Corleone Requirement
• Highlight and address any new issues such as any process related issues as reported by techs, issues found while doing scrubs, issue found when raising new access request, issues found when handling escalations
• RCA and Timeline for Incidents.
• Site or Portal - (Creation / Shutdown / Maintenance)
• Monthly SLA Reports.
• Work in a 24x7 rotational schedule.
• Uses configuration tools to implement Client Financial Reporting websites for our clients. The ideal candidate for the Technical Analyst role has a background supporting users of web applications and troubleshooting issues customers may experience when using such an application. The applicant must have strong analytical skills, a passion for delivering excellent customer service, be well organized and able to multi-task and prioritize in a fast-paced environment. Additionally, the candidate must have effective time and project management skills to push initiatives and results efficiently and effectively
• Accomplishes configuration project requirements under the guidance of project managers and Senior Technical Analyst staff; configures data acquisition services, views, dashboards, and workflow solutions for our financial services clients.
• Utilizes knowledge of product features and best practices to make solution recommendations and estimate work effort.
• Assesses customer-reported issues and applies department and organization objectives to determine prioritization and escalation; proactively communicates regarding identified issues
• Serves as an internal knowledge resource for other members of the organization

Technical Skills:

• Basic to Intermediate Knowledge of SQL is a must.
• Basic Knowledge on AWS, AWS Console Navigation and working with AWS along with knowledge AWS Terms like EC2, VPN, Availability Zone, Regions, Security Groups, Route 53, RDS etc.
• Log Analysis along with Strong technical problem-solving skills, with an ability to troubleshoot complex application issues
• Well versed with Server Knowledge and Technology Operating System 2012, 2016 and 2019
• Basic Knowledge of Networking Commands
• Basic knowledge of ITIL (More emphasis on Incident, Problem and Change Management)
• BCP (Business Continuity Plan)/ Disaster Recovery Tests - Execution
• Server Software (Monitoring tools, Dashboards and Reporting)
• Basic Knowledge on IIS and Web Hosting.
• Good Interpersonal and communication skills.
• Self-starter with a fierce desire to learn and an ability to think outside the box
• Ability to work with a globally distributed team
• Must be able to work and excel in a team environment.

Business competencies

Education and experience: Graduate in Any discipline (With no backlogs), 1-3 Years of Experience.

Commercial awareness: NA

Management requirements

Graduate in Any discipline (With no backlogs), 1-3 Years of Experience

Personal competencies

Personal impact

Covered Under Additional Description

Communication

Good Communication both Written and Verbal

Teamwork

Must be a strong team player.