Associate , SW Eng

Job Summary

WM L1 Production Support is looking for a Support Analyst who can work under general supervision (but works independently), responsible for day-to-day production support for Financial Applications. L1 Production Support is responsible for 24x7 production support across globe (APAC, EMEA and North America) under Northern Trust Company.

Role

L1 Application Support has responsibility for the technical and functional support of our across multiple technologies. This role will support our business and operations partners and clients and will liaise with upstream and downstream application teams.

The ideal candidates will be self-starters with excellent communication skills and a solid understanding of technology in a financial institution, including trade applications. Some night/weekends may be required from time to time. Candidate should be available Monday - Friday with individual schedules based on coverage rotation/duties.

Responsibilities

• Provide L1 operational support for Wealth Management platforms and applications.
• Perform initial triage, troubleshooting, and resolution of production incidents and service requests.
• Smoke test (SOD/EOD/SOW/EOW/Weekend/ DR / Release)
• Active Monitoring INC queues and take necessary action as per SOP
• Active App monitoring - Tools (APV/Catchpoint/Dynatrace) and take necessary action as per SOP
• Escalate complex issues to L2/L3 teams while ensuring proper communication and tracking.
• Monitor and manage job scheduling platforms such as Control-M or similar schedulers.
• Candidate should be able to troubleshoot (review, analyze and resolve) production issue including job failure, and able to apply code fix on need basis. such as
• Incident detection, root-cause investigation, problem management
• Application availability monitoring
• Capacity planning
• Handling application malfunctions (e.g. input issues, EOD issue, data backup issue, MQ issue, reporting and blotter issues etc.)
• Firecall support including off-hours and weekend support
• Handle static data updates using SQL or other methods necessary
• Metrics and audit reporting
• Maintain DR documentation and participate in annual exercise
• Build effectively working relations with a wide variety of groups including clients, development, business, audit, compliance
• Monitor and attend to all alerts and escalate production issues as needed to relevant teams and management.
• Coordinate with various teams including offshore support staff and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
• Actively contribute to the supportability of the applications as well as continuous service improvement projects.
• Develop understanding of NT s systems and products utilizing reference materials and support procedures.
• Present IT in a professional manner exhibits customer service values in line with NT s A Approach.
• Adherence to corporate standards always.

Skills & Experience

• 3+ years of experience in a technical business facing (face to face) role within a financial institution or similar preferred.
• ITIL Certified
• Cloud Certified
• Knowledge of ITSM is needed.
• Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast-paced environment. The ideal candidate can explain technical issues in layman s terms and translate business needs to technology teams and back.
• Knowledge of SQL is required
• Knowledge of Control m and Scheduling application is required
• Knowledge of UNIX is required.
• Scripting and automation (Python, Perl, PowerShell)
• HP Site scope, CA Introscope and Patrol monitoring tools. Power BI, Service Now reporting tools
• Problem resolution in an analytical and logical manner, to troubleshoot root cause and resolve production incidents.
• Works closely with other technology teams such as Development, Infrastructure and vended software support teams.

Experience Required

• A College or University degree and/or relevant 2-6 years proven work experience. Related Industry qualification is preferred. (BCA/B.Sc. Comp Science)

Major Activities

• Smoke test
• Active Batch monitoring 24X7
• Monitoring INC queues
• Monitoring tools alert
• On call Support
• Nightly batch communications
• Prepare SLA Dashboards
• Data backup/management activity
• user data modification
• Weekend availability
• Report generation and stakeholder comm

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