Technology Service Analyst/ Lead, AVP

• Hands on L1/L2 support for clearly defined set of Branch APAC applications.
• Hands on participation in production engineering activities (reducing TOIL, automation tasks).
• Develop a good understanding of the activities required to execute production management functions.
• Support Service Operations teams in providing optimum service level to the business lines supported.
• Support the resolution of incidents and problems within the team. Assist with the resolution of complex incidents. Ensure that the right problem-solving techniques and processes are applied
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
• Undertake specific functions within the relevant production management process as identified for the specific production management area.
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress and communicates to stakeholders.
• Collect, interpret, and respond to changes in production data, as appropriate.
• Track the implementation of resolution tasks.
• Provide regular and reliable reporting of relevant data to meet management requirements. Understand thoroughly the end-to-end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations).
• Maintain an end-to-end view of the application and infrastructure landscape.
• Provide input and contribute in Production Management related audits.
• Engage with other Service Operations groups to understand business requirements
• Support the collection, analysis and production metrics on process data for KPIs to find out improvements.
• Identify risks and issues related to the area.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements as defined in the Operational Risk Framework and internal Policies and Standards.
• Update the RUN Book and KEDB as & when required
• Participate in all BCP and component failure tests based on the run books
• Understand flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support
• Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment and acting on instruction of a run book.
• Drive knowledge management across the supported applications and ensure full compliance
• Drive continual service improvements
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution.

Your skills and experience

Experience/Exposure:

• Overall IT experience of 5+ years
• 3+ Service Operations experience within a global operations context
• 2+ years experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function Global Transaction Banking / Corporate and Investment Banking Experience is a plus.
• Experience of end-to-end hands-on Level 2 management and good overview of Production/Operations.
• Exposure to application support of 24*7 systems.
• Experience of run-book execution
• Experience of supporting complex application and infrastructure domains
• ITIL / best practice service context
• Good analytical and problem-solving skills
• Ability to work in virtual teams and in matrix structures
• Working knowledge of incident tracking tools
• Manage/working with a team of vendor resources to support Global Applications
• Hands on experience on technologies like Unix, Windows, Oracle database, SQL, IBM WebSphere MQ.
• Experience in ansible to create playbooks, shell scripting, windows batch scripting and other automations in Unix, windows environment.

Education | Certification (Recommended):

• Bachelors degree from an accredited college or university with a concentration in Computer Science or IT-related discipline (or equivalent work experience or diploma)
• ITIL Foundation Certificate

Skills Required:

• Experienced in software application support in all the levels -2, 3 with overall knowledge of production services.
• Ability to express technical concepts in language accessible to a non-technical audience.

Knowledge of:

• Java, .NET, Connect Direct, MQ, Unix/ Windows, Shell scripting and batch scripting: Basic
• ORACLE, SQL server, SQL : Intermediate

Networks: Basic

• Tools like Geneos, Control M, Ansible
• Ticketing tools like service now, JIRA, etc.
• Self-motivated, thrives in the ambiguity that comes with a lean and agile team.

Good documentation skills.

• Ability to collaborate across multiple stakeholders and functions.
• Willing to operate in a 24*7 environment.
• Able to work and co-ordinate with product vendors.