Product Features
Blog
Contact Us
Sign In
Harvey Nash
,
London, Greater London
Senior Product Support Analyst
|
|
Job Type: Full-time |
|---|---|
|
|
Salary: £65,000 per annum |
Overview
Senior Product Support Analyst A well established financial service are looking to hire a Senior Product Support Analyst Purpose of your role This is a front office facing role within the Investment Management Global Production Services team, delivering a comprehensive technology support service to all 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. Key Responsibilities 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. Experience and Qualifications 6 years or above of relevant industry experience in developing or supporting IT applications. At least 5 years of relevant experience in a production support role. Financial domain (investment banking / wealth management) working experience. Essential Skills Hands on experience supporting applications that use the following technologies: Oracle databases; well versed with database SQL queries and should be able to write medium to complex SQL queries Unix platforms Unix shell scripting C# and Java/J2EE applications Enterprise messaging products (preferably MQ Series)