Technology Service Analyst

Role Description

• The Tech service analyst acts as a hands-on technician executing several tasks in relation to the required services within the Service Operations environment. The Tech service analyst role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Operations.
• The main tasks of the Tech service analyst are monitoring and tracking activities, analyzing Issues, supporting the resolution of issues and conflicts, and preparing reports and meetings. The Tech service analyst has knowledge of and experience in all relevant tools used in the Service Operations environment and has specialist expertise in one or more technical domains and ensures that all associated Service Operations stakeholders are provided with an optimum level of service in line with Service Level Agreements (SLAs) / Operating Level Agreements (OLAs).
• The primary area to support is Last Mile & Distributed Technology applications under Branch Tech portfolio across multiple line of business.

Your key responsibilities

• Hands on L1/L2 support for clearly defined set of Branch APAC applications.
• Hands on participation in production engineering activities (reducing TOIL, automation tasks).
• Develop a good understanding of the activities required to execute production management functions.
• Support Service Operations teams in providing optimum service level to the business lines supported.
• Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem-solving techniques and processes are applied
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
• Undertake specific functions within the relevant production management process as identified for the specific production management area.
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress and communicates to stakeholders.
• Collect, interpret, and respond to changes in production data, as appropriate.
• Track the implementation of resolution tasks.
• Provide regular and reliable reporting of relevant data to meet management requirements. Understand thoroughly the end-to-end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations).
• Maintain an end-to-end view of the application and infrastructure landscape.
• Provide input and contribute in Production Management related audits.
• Engage with other Service Operations groups to understand business requirements
• Support the collection, analysis and production metrics on process data for KPIs to find out improvements.
• Identify risks and issues related to the area.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements as defined in the Operational Risk Framework and internal Policies and Standards.
• Update the RUN Book and KEDB as & when required
• Participate in all BCP and component failure tests based on the run books
• Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support
• Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a run book.
• Drive knowledge management across the supported applications and ensure full compliance
• Drive continual service improvements
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.

Your skills and experience

Experience/Exposure:

• Overall IT experience of 5+ years
• 3+ Service Operations experience within a global operations context
• 2+ years experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function Global Transaction Banking / Corporate and Investment Banking Experience is a plus.
• Experience of end-to-end hands-on Level 2 management and good overview of Production/Operations.
• Exposure to application support of 24*7 systems.
• Experience of run-book execution
• Experience of supporting complex application and infrastructure domains
• ITIL / best practice service context
• Good analytical and problem-solving skills
• Ability to work in virtual teams and in matrix structures
• Working knowledge of incident tracking tools
• Manage/working with a team of vendor resources to support Global Applications
• Hands on experience on technologies like Unix, Windows, Oracle database, SQL, IBM WebSphere MQ.
• Experience in ansible to create playbooks, shell scripting, windows batch scripting and other automations in Unix, windows environment.

Education | Certification (Recommended):

• Bachelors degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)
• ITIL Foundation Certificate

Skills Required:

• Experienced in software application support in all the levels -2, 3 with overall knowledge of production services.
• Ability to express technical concepts in language accessible to a non-technical audience.
• Knowledge of:
• Java, .NET, Connect Direct, MQ, Unix/ Windows, Shell scripting and batch scripting: Basic
• ORACLE, SQL server, SQL : Intermediate
• Networks: Basic
• Tools like Geneos, Control M, Ansible
• Ticketing tools like service now, JIRA, etc.
• Self-motivated, thrives in the ambiguity that comes with a lean and agile team.
• Good documentation skills.
• Ability to collaborate across multiple stakeholders and functions.
• Willing to operate in a 24*7 environment.
• Able to work and co-ordinate with product vendors.