Support Analyst

Job Description

Within Global Markets department, Position, Risk & PNL Domain covers the applications suite which are responsible for calculating Start of Day Risk/ Intraday Risk/ PNL figures for various Business Lines. We provide Production Support for these applications and ensure they are up always available and deliverables are delivered within SLA. With a Follow-the-Sun model, various team located across globe are responsible for serving users 24*7.Job Title:Support AnalystDate:10/02/2020Department:GM APS Position, Risk & PNLLocation:MumbaiBusiness Line / Function:CIBReports to:(Direct)Grade: (if applicable)(Functional)Number of Direct Reports:Directorship / Registration:NAPosition PurposeTeam member to help team in providing good quality support and to improve system with day to day efforts in optimization and automation. Quick resolutions when system are not Green and contribution towards project tasks when production is stable. Monitor the systems through different monitoring tools (Geneos), ensure batch failures with known errors are resolved timely. Unknown errors are raised to L2 team for deeper investigation. Maintain Documentation around known issues and highlight gaps. Highlight the need of automation to make things efficient.ResponsibilitiesDirect Responsibilities

• Provide first class support to all users of the application system in a timely and efficient manner.
• Liaise with the developers to communicate issues raised by the business
• Communicating with the global team to resolve issues.
• Maintain a knowledge base regarding support issues and their resolution using SharePoint collaboration tools.
• Build a working knowledge of the systems and business area in order to provide a high level of support.
• Reconfiguring various existing setups in order to improve the efficiency of the system and to cohere to business requests.
• Track issues effectively using ITIL approved methodology incidents, changes, requests and problems .
• Preparing environments for releases and ensuring that the implementation and preproduction tests are carried out.
• The systems which team supports are classified as Tier 1 business critical which requires a very flexible approach to work as we have to support the systems as well as undertake project work. Within the broader team we support an overnight batches that performs the official endofday revaluations and scenario analysis for market risk.

Contributing Responsibilities

• Operating on Singapore/London based hours to support the business in Singapore and London this involves 2 rotational shift works with the early shift being at 6.30am start time, and the late shift starting from 1pm Mumbai time.
• The successful candidate will be expected to be committed to potentially longer than normal days if there are critical issues which still require attention at the end of the day.
• Perform System Checks, Proactively monitor and improve availability and performance of the production environments globally, deployment of applications in UAT & PROD env, contribute in weekend checks and coordinate with the teams in New York, London, Singapore.
• Coordinate with other internal teams, Brokers and vendors in order to respond to incidents and resolve issues promptly so as to restore normal services to the business.
• Ensure root cause analysis is undertaken for all incidents. Manage problem and action tickets.
• Perform BAU tasks with very good quality Incident management.

Technical & Behavioral Competencies

• Unix/Linux
• Windows
• Shell & Python scripting
• Oracle SQL
• Application Production Support knowledge
• Excellent communication skills
• Ability to absorb, retain and document knowledge
• Ability to prioritize work effectively in a dynamic, ever changing environment.
• Selfmotivated by working under their own initiative

Specific Qualifications (if required)Confident enough to work in a Business Critical challenging environment, *NA

Keyskills :
root cause analysisretail bankingknowledge basetroubleshootingslaunixroot causeenvironmentcustomer relationsstatements of work sow