Senior Support Analyst

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:-

• 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 skillsAbility 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 abilitiesAbility to adapt to changeExhibits positive interpersonal and team skillsCommitment to company quality standards including issue resolution timescales, quality improvement and commitment to resolving issues correctly.Aptitude for learning

Skills Referential

BehaviouralSkills:

Communication skills - oral & written

Creativity & Innovation / Problem solving

Attention to detail / rigor

Ability to collaborate / Teamwork

Transversal Skills:

Analytical Ability

Ability to develop and adapt a process

Ability to develop others & improve their skills

Education Level:

Bachelor Degree or equivalent