This role is for female profiles only for one of the GLOBAL INVESTMENT BANKS IN PUNE.
PRINCIPAL RESPONSIBILITIES :
Lead a Production Support Team
Responsible for incoming incident tracking and queue management
Constantly monitors the work item (INC / CHG / REQ / PRB / VMT) queues and identifies whether the ticket has been acknowledged and assessed for the priority
Engage with the requester to understand more details. Changes priority as needed.
Follow the escalation process as per the priority and resolution SLA including escalation to Management or Dev / L3
Keep track of Incident status and work with team to resolution
Candidate will be responsible to manage L1 / L2 / L3 Support, Monitor and provide support to production streams and provide expert knowledge on all workflow designs for supported applications.
Candidate should be able to help team members during troubleshooting (review / analyze and resolution) of production issues.
Candidate should be able to work with Business partners to analyze and resolve their queries and ensure compliance to all controlled processes according to business and IT requirements.
Develop and maintain a professional relationship with all stakeholders within IT and Business teams and provide support.
Coordinate with various teams including offshore support staff and raise support tickets for all issues, analyze root cause and assist in efficient resolution of all production processes.
Candidate will be responsible to attend on-call after office hours including weekends to support High and Critical production issues.
Develop understanding of company's systems and products utilizing reference materials and support procedures.
Present IT in a professional manner, exhibit customer service values in line with A Approach.
Adherence to corporate standards at all times.
Excellent written and verbal communication skills
Domain knowledge of Asset Management, Trade Lifecycle and Reference Data
The ideal candidate can explain technical issues in layman's terms and translate business needs to technology teams and back.
Experience in incident management, understanding of ticket workflows and use of escalation.
Problem resolution in an analytical and logical manner, to troubleshoot root cause and resolve production incidents.
Works closely with other technology teams such as Development, Infrastructure and vended software support teams.
Individuals who embrace AGILE principles and practices
Experience in SCRUM and KANBAN framework
Experience in XP and DevOps technical practices
AWA Codepipeline, Azure DevOps Codepipeline
Extensive Knowledge of BMC Control-M and IBM Datastage Tools
Extensive Knowledge of SQL and PL / SQL
Extensive Knowledge of Unix / Linux Commands and scripting
Knowledge of Finastra SUMMIT product suites
Knowledge of TPG Product (The Portfolio Genius) a plus
Knowledge of QRM Product (Quantitative Risk Management) a plus