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BNY Mellon
,
Manchester, Greater Manchester
Sr.Spec'st Appl Sppt Analyst
Overview
Job Description
Job Title: Senior Appl Support Analyst Department: 8012538 - AST PRODUCTION SERVICES-UK Location: United Kingdom / Greater Manchester / Manchester Overview Of BNY Mellon: BNY Mellon is a global financial services company focused on helping clients manage and service their financial assets, operating in 35 countries and serving more than 100 markets. BNY Mellon is a leading provider of financial services for institutions, corporations and high-net-worth individuals, providing superior asset management and wealth management, asset servicing, issuer services, clearing services and treasury services through a worldwide client-focused team. Department Overview: ASET Global Institutional Accounting Mainframe Production Support Team currently supports 14 global applications under Asset Servicing and Eagles Technology group, a part of Asset Servicing Technology. We are committed to minimize the risk and increase the efficiency by solving any production issues. We also support PTO (Permit to Operate) process for application development and quarterly Disaster Recovery Testing. This position's core hours are on a shift basis with occasional weekend coverage and on-call rotations for outside of business hours. Major Responsibilities Level 2 application support to solve more complex issues than simple helpdesk tasks. Act as an SME (Subject Matter Expert) for all incidents, problems and changes related to applications specific to the line of business Prioritize issues coming in directly or from L1 (Event Management) support Verify that incident tickets are prioritized and routed correctly by L1 support team Lead investigations and resolutions for incidents and engage the required groups including Infrastructure Support and Application Development teams (as needed) Interact with application support vendors for assistance as needed Track the incident throughout the lifecycle and ensure it is closed on completion Maintain service uptime and SLA (Service Level Agreements) targets Coordinate with the Senior Incident Officer/ Production Services Application Lead to provide information needed for updates Participate in root cause analysis to identify problems underlying the incidents and rectify to prevent recurrence Identify if change record is required to resolve an issue and follow standard procedure to ensure that a change is opened Participate in CABs (Change Advisory Board) as needed to follow-through any changes opened for issue resolution Support completion of the PTO (Permit to Operate) checklist and provide domain expertise as needed Proactively identify and manage continuity, security and resiliency risks that impact the business Support impact assessments in coordination with SMO (Service Management Office) Ensure that all service requests are addressed and resolved within SLAs Identify new opportunities to streamline and improve recovery solutions Identify repeatable manual tasks and lead efforts to automate Support regulatory compliance or audit support activities as needed Provide knowledge and training to new support personnel Ensures all production issues are logged and updated as per department policy Updates contingency documentation Onboarding of GIARS and Innova from Production support perspective. Maintains and supports applications and their operating environments. Fields calls and addresses technical problems. Responsibilities: Records, documents, and resolves or escalates software application problems as necessary. Tests changes to applications and their operating environment. Reports and documents any issues.