Production Support Analyst

Role description:
Reporting into the Production Services Core and Control (US) lead in New York, this support role covers the day-to-day support of financial services & corporate technology platforms, working in collaboration with global and regional teams. Will suit a self-starter who is looking for a career in production support and takes pride in making difference to support the business-critical processes and role includes

Provide hands-on production support
IT Delivery/Control/Process/Stability
Responsible for the proper functioning of existing services and infrastructure
Provides help to identify problems, aid in implementing the solutions, and providing continuing support
To work with end-users to solve issues and fix technical problems.
The duties of Support Analysts can be broken into four distinct categories: prevention; correction; adaptation; and perfection
KPI statistics relating to individual / teams capacity, performance and CSI
Professional Ethics Compliance and Risk Management
Maintaining Knowledge Management

Responsibilities will include:
Dealing with support escalations from Level 1 team, including complex user and monitoring support queries, with as minimal as possible escalations to L3 teams
Work as support analyst to provide hands on support to financial systems and its interfaces
Planning and execution of proactive non-ticket tasks (such as automation or tool implementations)
To provide user query support and monitoring support queries, with as minimal as possible escalations to development teams.
To provide batch support, health checks at the start of the day/end of the day
To create, update, amend relevant production support documentation
To use firm standard support tools and processes
To provide weekend support related activities in partnership with other team members
To deploy code/configuration change/releases into the pre & production environments
To work as strong team player in Incident management, user communication, release management, crisis management.

Skills, experience, qualifications and knowledge required:
Required Experience
Experience of functional/technical support / investment banking environment desirable, other industries will be considered
Application knowledge of compliance and regulatory applications like Actimize, Blue Sheet, LOPR and mail Surveillance
Unix/Linux skills including Shell/Perl scripting is required
Database – SQL/Sybase/Oracle is required
Experience in Informatica/ETL is required
Knowledge of scheduling tools – Autosys or cron
Basic knowledge of programming languages – JAVA
Experience of monitoring software and maintaining\improving rulebases
Hands-on experience of using tools such as Service Now – Desirable
Working within ITIL standards and structured, formal environments – ITIL qualifications – Beneficial
Experience in Business objects will be a plus
Knowledge of trade booking/settlements systems is a plus

Professional Attributes
Excellent analytical and communication skills including ability to provide clear and concise status to senior management / summarize key messages
Ability to prioritize, sense of Urgency
Problem-solving mindset and solution-enabler – Ability to identify problems, make decisions and drive solutions
Pragmatic, able to adapt to various situations and applications, ready to work under pressure
Ability to inspire co-operation and co-ordinate activities across teams
Willingness to accurately document and share information with global peer group.
Can function dynamically in crisis and incident management situations. Should be responsible to and own the issue till its gets resolved and communicate to users and management appropriately.