I am currently working with a global Investment solutions organisation who are looking for an experienced Senior Application Support Analyst to join their team in London on a permanent basis.
This is a front office facing role within the Investment Management Global Production Services team, delivering a comprehensive technology support service to Fixed Income traders and investment compliance users.
The successful candidate would be expected to provide application first line support services for trading platforms used by investment management business users. The role requires the candidate to be able to perform the following prime functions:
*Service request management: Respond to end user requests in a timely manner. Pro-actively identify opportunities to offer an improved service to business users by developing a deep understanding of business processes and listening to on the ground challenges faced by the business teams. Partner with business teams; do not always wait for requests for help.
*Incident management: Troubleshoot production issues and find root cause through analysis. Candidate needs to provide resolution or escalate the incident to appropriate support team within defined service level agreement (SLA). If escalated, then drive the resolution by following-up with appropriate support teams until the resolution or recovery is provided to business. Communicate effectively with business users throughout the incident.
*Problem & change management: Identify and drive the production changes required to bring stability to production environments. Review application releases and infrastructure changes; look for conflicts or concerns to pro-actively avoid unnecessary business disruption. Perform application health checks to ensure operational readiness after the completion of changes.
*Support & operations: Perform routine operational tasks such as morning checks to confirm application readiness for business use etc.
*Communication and reporting: Regular communication to business and technology stakeholders in person or via emails, phone, chat, as desired by customers. Ensure effective handovers take place to support team members in other locations.
*Continual improvements: Identify, suggest, and implement continual improvements through automation or process changes.
*Comfortable with shift rotations across the global team to cover Asia, UK, and Canada hours, and handling any weekend activity during major release, BCP etc.
*Provide application support to wide range of investment management business applications; primarily responsible for supporting critical trading applications and their integration with upstream and downstream systems.
*Manage support transition for new applications and functional changes from delivery teams.
*Contribution in enhancements for existing product as individual contributor.
*Work closely with the project manager and to understand & report back regular status of assigned tasks
*Strict compliance to support processes, adherence to FIL company level policies
*Perform regular knowledge sharing through documentation and training sessions to other members
*Will be expected to work on-call rotation and work in shifts (early morning, late evening and/or weekends).
*Experience in working for validating and performing DR transitions
*Maintain vendor relationships
Experience and Qualifications Required:
*5-7 years industry experience in developing or supporting IT applications.
*5-7 years asset management experience
*Experience of ITIL service delivery, preferably with a formal ITIL qualification.
*Charles River experience preferable
*Strong Fixed Income knowledge required
*Good technical knowledge (including SQL and Unix navigational skills)