Web Application Support Analyst

Summary

:

• Provide technical and business support for users. This includes providing quick resolutions to app issues, driving stability, efficiency, and effectiveness improvements to help us and the business succeed.
• Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
• Manage, maintain, and support applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring, and regional handover.
• Perform same day risk reconciliations.
• Develop and maintain technical support documentation.
• Identifies ways to maximize the potential of the applications used
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• Ensures that storage and archiving procedures are in place and functioning correctly.
• Formulates and defines scope and objectives for complex application enhancements and problem resolution.
• Reviews and develops application contingency planning to ensure availability to users.
• Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate in application releases, from development, testing, and deployment into production.
• Engages in post implementation analysis to ensure successful system design and functionality.
• Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities, and security issues; communicates impact.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
• Acts as advisor or coach to new or lower-level analysts.
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding the business, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Required Skills:

• 5-8+ years’ experience in an Application Support role
• Unix Skills
• SQL (DML sentences – select, insert, update, delete), DDL and other is recommended,
• Application server and Webserver Middleware software (Tomcat and Apache is preferred, WebSphere, IHS, WebLogic) to restart services, review and analyze logs, understanding how code deployment works, etc.
• ITIL Processes
• Scheduling tools (Autosys is preferred, Control M, Tivoli)
• Monitoring Tools (Apps Dynamics, Splunk, etc.)
• Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization
• Effective written and verbal communications including ability to explain technical issues in simple terms that non-IT staff can understand
• Issue tracking and reporting using tools
• Good all-round technical skills
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload

Education:

Bachelors/University degree or equivalent experience on Computer Engineering, Computer Science, IT, or related