Application Support Lead Resume Samples

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A Lubowitz

Alberto

Lubowitz

92702 Gottlieb Mills

Detroit

+1 (555) 382 8649

92702 Gottlieb Mills

Detroit

Phone

p +1 (555) 382 8649

Experience Experience

Boston, MA

Application Support Lead

Boston, MA

Walter LLC

Boston, MA

Application Support Lead

Works with Change Management/ Release Managers on the evaluation of change events
Lead for release management of software deployments. Executes or drives the team to execute deployment scripts and post deployment testing\monitoring
Provide escalated ticket/incident management for LCT supported applications as well as will participate in defect management, issue tracking/trending
Perform ongoing team review, objective setting and performance management
Drive continuous improvement, delivering initiatives to improve performance, processes and controls to support applications
Performance and capacity monitoring for local applications, provide proper remediation plan to address performance and capacity issues
Assists manager in resolving high level conflicts or program issues by making decisions or negotiating with affected senior management

Dallas, TX

Application Support Lead-axiom

Dallas, TX

Kirlin-Wiegand

Dallas, TX

Application Support Lead-axiom

UNIX file management and shell scripting
Deliver accurate, thorough and high quality work
Incident management and problem resolution
PL/SQL Stored Procedures support/development
Knowledge of incident / problem management
Communicate with all stakeholders on problem statement, possible solutions, intermediate issues and overall status of work assigned
Analysis of the problem statement and suggest solutions

present

Boston, MA

Application Support Lead, Global Systems

Boston, MA

Wilkinson-Friesen

present

Boston, MA

Application Support Lead, Global Systems

present

Ensures accomplishment of Support Service Level Objectives and Key Performance Indicators working in partnership with Service Providers and Software Vendors
Jointly with Partner, establishes, collaborates and monitors a Continuous Improvement plan to identify and remove the service delivery gaps
Establishes weekly and monthly service status review meetings with key stakeholders (Business , IS and Service Providers)
Ensures and promotes ITIL best practices for Incident, Problem, Change, Release management within IS and Service Providers
Life Cycle Management
Processes Management
Financial Management

Education Education

Bachelor’s Degree in Computer Science

Loyola Marymount University

Bachelor’s Degree in Computer Science

Skills Skills

Excellent interpersonal skills and be able to rapidly understand and retain knowledge of business processes and the technology systems
Strong technical skills and demonstrated ability to quickly learn and adapt to and use new technologies
Self-motivated, highly professional with ability to lead and take ownership
Strong working knowledge in UNIX/Linux/Windows and Oracle/SQL Server (SQL Querying, SP, triggers, views & other DBO.)
A strong application development background with a solid understanding of development methodologies
Good knowledge on investigating workflow, session logs for day to day analysis
Good knowledge of the following technologies
Strong working knowledge in UNIX/Linux/Windows, Java, Informatica and Oracle/SQL Server (SQL Querying, SP, triggers, views & other DBO.)
Strong attention to detail
Basic knowledge on configuring DB connections, deploying objects

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15 Application Support Lead resume templates

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Application Support Lead for Core Processing Applications Resume Examples & Samples

Lead a team of Support resources globally 24x7
Responsible for streamlining the existing vendor based Support team to better leverage an overall MSWM model
Foster relationships with Business on the ground and with the rest of the IT silos
Guardian of the production environment that includes both infrastructure and application components
Drive efficiencies around cost, processes and engagement models
Liaison with the global counterparts to drive automations, efficiencies and process improvements
Experience with supporting Mainframe applications is a must
The ability to be proactive, think strategically while implementing tactically, and make sound decisions is a must
Strong interpersonal and teamwork skills are required
Must possess in depth knowledge around processes involving incident mgmt, problem mgmt, and change mgmt and release mgmt
Must possess in-depth experience in one of the areas that follows plus general knowledge of the remaining areas in order to effectively work with engineers specializing in any of these areas
Experience in trouble shooting and recommendation of corrective action for Mainframe applications
Mainframe programming experience desired but not required

Ib-geneos Application Support Lead-houston Resume Examples & Samples

Working with colleagues in other regional teams to ensure consistent, high quality levels of support are maintained. Work closely with the London, Glasgow, Houston and New York teams to ensure global solutions are provided. Working locally with CIB customers
Working with project delivery teams to ensure the quality of deliverables into production
Providing front line support to our clients, builds strong relationships
Providing technical assistance and coordination during production incidents. Escalating and logging tickets, identifies, diagnoses, and resolves functional and technical problems and business critical incidents through research and analysis of trends, root causes, and business impact
Extensive experience of the following technologies
Experience of Monitoring tools, any of (Tivoli, Nagios, Geneos, Dynatrace, eG, Wily)
Exposure to automation & testing tools(ITPAM, QTP, Selenium)
Perl/Python/Lua/Shell/Batch Scripting
XML/XSLT/XPATH
Experience in a software engineering or technical support role (min 5 years)
Strong Unix (min 5yrs)
Good Shell Scripting (min 4 yrs)

Application Support Lead Resume Examples & Samples

Earlier experience in working on UNIX OS and iPad applications. Should be well versed with Unix Scripting and working Knowledge of iPad technology
Understands how service support applies to own technical product area
Has experience of incident & problem management disciplines
Has experience of maintaining configuration items, raising changes and planning release
Has strong operational knowledge of the service desk and incident systems

SAS Application Support Lead-risk & Finance Tech Resume Examples & Samples

Lead 2nd Level support team in supporting in-house applications
Provide leadership and Off-Hours support, as needed, to resolve system problems during non-business hours or backlogs
Ensure the support team performs daily health checks of the applications, scripts, and infrastructure supporting these tools
Provide daily support in order to ensure customer satisfaction. Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional
Ensure timely Monitoring and Resolving of Peregrine tickets
Works with team to develop scripts to automate repeatable manual tasks
Troubleshoot and resolve application or infrastructure issues. This requires detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
Technical expertise on multiple platforms is required
Participate in audit support activities, as they pertain to Information Security, for both internal and external audits. Perform audit support tasks as assigned
Engage third party suppliers on applications support issues
Must have 5-7 Years of SAS product installation experience in UNIX/AIX environment
Familiarity with Enterprise Storage Management / Hierarchical Storage Management Desirable
Proven track record of mid-level to senior SAS implementation and system management experience required, Unix shell scripting is required
Adding, modifying and deleting SAS users and user privilege
Monitoring server and system health, notifying other support teams as necessary to maintain system availability
Adding, removing and monitoring jobs on the job scheduler
Documenting system and process changes
Making recommendations to user community and management for improvement

Application Support Lead Resume Examples & Samples

Provide on-site shift coverage in accordance with Shift Rotation schedule where applicable; Occasional overtime may be required
Perform daily health checks of the applications, scripts, and infrastructure supporting these tools
Analyst must use discretion to prioritize workload in order to ensure timely problem resolution and customer satisfaction
Evaluate service level issues and suggested enhancements escalated by Service Delivery Team to diagnose and address underlying system problems and inefficiencies
Strong leadership background with experience in managing production support team for multiple products in leading firms
5 - 7 years prior Wintel, UNIX, and LDAP platform administration
Troubleshooting skills with the ability to correlate various logs files, events, etc to get to root cause of issues quickly and correctly
Knowledge of the overall business operating models and underlying technical architecture
Ability to learn and apply new technologies quickly. Eagerness to learn new things
Extensive database experience
CA Siteminder Single Sign On
EMC RSA Secure ID
Cyber-Ark Enterprise Password Vault

Application Support Lead Resume Examples & Samples

Extensive relevant experience working in a support environment
Expertise with Unix, Oracle, Java/J2EE, WebSphere Support, and SQL
Knowledge of Incident Management, Problem Management and Change Management processes
Management of technical support staff
Effective problem solving skills
Ability to work independently and to the highest level of accuracy and accountability
Excellent English communications skills; ability to understand the business process
Seeks to learn new concepts/technology if required; able to work well under pressure
Is ready to put in extra effort if it is required to complete the assignments

Am Application Support Lead VP Ny Resume Examples & Samples

Fixed Income and Equity product knowledge
Knowledge of key Asset Management software packages
Proven history managing business technology relationships

Application Support Lead Resume Examples & Samples

Work on assignments with minimal direct supervision
Perform in-depth research and identify sources of production issues
Effectively perform and document root cause analysis of issues
Mentor less-experienced resources
Build and foster relationships across multiple organizations
Partake in audit support activities, as they pertain to Information Security, for both internal and external audits. Perform audit support tasks as assigned
Manage the application risk to ensure the security and resiliency of the application are in compliance with firm and regulatory requirements
Ensure infrastructure has adequate capacity and are refreshed on a periodic basis
Maintain system documentation and provide production metrics reporting
Bachelors degree in computer science or equivalent
Experience with Incident management processes
5+ years of experience with Oracle and UNIX
Strong focus on delivery
Working knowledge of Shell scripting

Application Support Lead Resume Examples & Samples

Release and Deployment Management
Availability Management
Information Security Management
Plan and execute Infrastructure projects
Provide escalated ticket/incident management for LCT supported applications as well as will participate in defect management, issue tracking/trending
Taking leadership in owning issue resolution and driving them to completion
5+ years of experience as a Subject matter Expert or Lead in IT operations, software support, and projects
6+ years of experience in IT operations3+ years of experience in formal incident and problem management
OS and Web support, IIS, Tomcat, and/or Apache
Monitoring experience (Tivoli, Apica, Topaz, VCOPs, App Dynamics etc)
Java, .NET, C# Development

Senior Application Support Lead Trade Floor Resume Examples & Samples

Must have front office application & trade support experience
Understanding of order managements systems and trade lifecycles from technology perspective
Good knowledge of client connectivity & protocols
Active in production support of trading applications which includes Order Management, Risk, Position Management and Market data
Understanding of multiple trade flows that includes equity capital markets, international trade desks, sales trading, etc
In depth knowledge of booking and clearing systems and their role within the trade cycle
UNIX, Windows and SQL experience is strongly preferred
Strong program management of front office support
Superior skills in technical frameworks and the application of business logic
Previous experience within a leadership role a plus
Recent experience in leading client facing relationship development and management

Application Support Lead Resume Examples & Samples

Proven knowledge and expertise of ITIL processes
Co-ordinate & implement enhancement requests as well software patches & upgrades
Ability to handle communications effectively with senior stakeholders
Create and maintain necessary capability, knowledge and skills personally and within BTC production support world
Define and Champion the use of Standards, Procedures and Best Practice

Application Support Lead-VP Resume Examples & Samples

Primary BAU technology support to CIB Banking business
Oversight of technology risk and controls for CIB Banking Hong Kong
Management of regulatory requests from regulators
Local coordination for day-to-day technology related matter to CIB Banking business and key external partners in Hong Kong
Local coordination with clearing house for regular tests
Participates in key global or regional projects for expansion of the business in Hong Kong
At least 10 years of experience in banking applications team in a corporate banking environment
Strong experience in IT control policies and governance
Strong vendor management experience
Experience in interfacing with HKICL and HKMA
Experience in production management
Experience in partnering with business on the technology agenda (production and investment)
Experience in working with auditors / inspectors
Familiar with Hong Kong banking regulatory requirements and environments
Strong organizational and communication skills
Familiar with a global working environment/culture

Application Support Lead Unix Resume Examples & Samples

Work as part of the production management organization to deliver against core business objectives and ensure delivering of business functionality and stability
Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, with full ownership of problems to resolution
Drive improvements across application release deployment activities into the production environment. Strive to fully automate release deployments in partnership with application and infrastructure development teams
Build out strong relationships with resolver teams, application development teams, and other upstream and downstream support teams
Develop strong technical expertise in Equities technology and associated applications to understand the end to end transaction flows of applications across the production domain
Maintain documentation against best practice policies to ensure knowledge retention and continuous learning within team with a view to developing production management knowledge and skills by sharing experiences and attending relevant training
Perform and seek to continuously improve the monitoring of the application environment and supporting infrastructure. This includes server hygiene standards for patching, end-of-life hardware, on-boarding new infrastructure
Participate in incident and crisis management events, supporting resolution activities and providing regular status updates to front-line support teams and business users and define/track remediation actions to close
Participate in ‘permit-to-operate’ reviews on Equities aligned applications to ensure application releases meet support criteria before being deployed into the production environment
Participate and coordinate weekend support and testing around key deployments and business continuity exercises
Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of applications
Self starter with confidence to drive issues through to completion in highly pressured environment
Strong problem management and problem investigation skills with ability to learn new skills quickly to value add in problem focus areas
Experience working in a support capacity in a time critical environment, ideally with experience or exposure of working in a financial institution
Experience of leading a local support team in a time critical environment
Familiarity with the Unix Operating system and environment
Familiar with Equities financial products

Application Support Lead Resume Examples & Samples

Provide production and non-production environment support for Market Risk suite, Market Data and Trading Applications
Maintain Business Process Indicator of 99.99%. This includes monitoring of the environment, monitoring and managing incidents, escalations, and tracking incidents
Analyze data processing problems to implement and improve resiliency of the application supported
Provide technical leadership for key components like the in-house built Calculators, Country Risk / Market Risk pre-dac processors, Market Risk Process Flow Control
Coordinate and perform deployment, installation, configuration, troubleshooting, maintenance and support of various Application servers and Web Server environments for production and non-production environments
Partner closely with Application Development, Testing team, upstream and downstream consumers and other L2 Operate teams
Participate in the 24x7 on-call rotation for application support of production related issues
Create and improve system documentation (Run books, FAQs)
Chair and participate in Project Working Group to improve production stability
Basic SQL – Should be able to query database (Oracle, Sybase, SQL Server) understand the code and suggest tuning/changes/improvements
UNIX – Basic understanding of unix commands and should be able use them to look at logs and other server based service. Should be able to debug/write shell scripts
JAVA – Coding/Debuging experience. Should be able to look at logs to debug issues
Knowledge of any application server - preference is IBM websphere portal
Knowledge of Informatica, Autosys scripting & Job scheduling
Knowledge of Cluster Architecture environment
Product knowledge of Market Risk, Market Data and Trading Applications
Excellent communication skills and confidence in high pressure environment
Ability to multitask and work effectively under extreme pressure and stress
Ability to lead and drive multiple tasks concurrently

Application Support Lead Resume Examples & Samples

Liaise with external parties within firm to resolve issues
Investigation of user queries. E.g. pricing, breaks, booking issues, data issues. Liaison with operations and controllers where appropriate
Infrastructure and capacity monitoring and management
Work closely with development teams to ensure the support team has Excellent knowledge of the application set
Work closely with development teams and Engineering to either develop, or provide specifications for tools to: Improve monitoring, increase the stability of the plant and Automate manual tasks (Shell and Perl scripting knowledge is a plus)
Be flexible to work different shifts in NA hours and / or weekend on-call, when needed

Application Support Lead-production Management Resume Examples & Samples

Managerial experience - expected to be able to manage and direct the work of others through
Special Expertise (technical or product) - show mastery of the area, delivered significant
Product/function knowledge (Operations only) - within current area of expertise is considered
Financial Performance
Technical Experience
Develop procedures for measuring program/functional efficiency
Client queries
Handling client requests and fulfillment
Java Scripting (JSP)
Unix Admin
SCCS, Make
Excellent listening, written and verbal communication skills
Excellent interpersonal skills (assertive but not confrontational)
Attitude - proactive, enthusiastic, positive, dynamic, delivery and quality focused
The ability to motivate others. Ability to understand both the broad and the detailed picture
Be prepared to fully commit outside of normal regional working hours
Crisis management skills
Customer/client needs management
Application Support/Development experience in a multiplatform, multi-location, 7 x 24 environment
Understanding of Financial and Banking applications or related business experience
Bachelor degree in Information Systems, Computer Science or a related field
4 - 7 years of work related experience in the IT field or an equivalent combination of education and work experience
Informatica Power Exchange strongly desirable
Business Objects experience strongly desirable
Strong UNIX knowledge required
UNIX shell scripting and/or Perl(advanced)
Experience with Oracle or other relational database including SQL, Stored procedures/views
Experience with Java technologies Java/J2EE framework
MQ Infrastructure exposure
Experience with system monitoring tools
Partnership - Build relationship with Release Management, Application developer community and Infrastructure teams
Energy and drive are key factors along with the ability to multi-task
Drive to continuously improve the existing technical environment

Application Support Lead Resume Examples & Samples

Provide hands-on production and non-production environment support for critical Applications
Performing RCAs for production incidents and preventing reoccurrences
Lead multiple work streams
Experience: 10+ years of work experience in Applications Support / Infrastructure Support Environment
Ability to think proactively towards automation and continuous improvements in the environment
The successful individual will be a recognized self-starter and change enabler who is confident and highly motivated to succeed
Monitoring concepts for varied platforms
Conversant in ITIL Incident, Problem & Change disciplines
Experience with Java technologies Java/J2EE
Reporting tool experience in Crystal Reports, Business Objects or Cognos

Monitoring Tools Application Support Lead Resume Examples & Samples

Drive issue resolution, bug/defect tracking, and enhancement recommendations, across multiple Monitoring Tools
Participate in application/infrastructure capacity planning, trend analysis and performance forecasting exercises and propose recommendations to meet ongoing monitoring application performance and scalability demands
Partner with application stakeholders to fully understand each application environment, its associated infrastructure, and the specific role it plays within its Line of Business
Collaborate with Application Development teams, providing strategic tool consulting to stakeholders to ensure current/future monitoring roadmaps align with Support strategies
Provide guidance and recommend monitoring solutions for recurring and/or ongoing production incidents affecting Line of Business application environments
Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation
Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert for CSi Monitoring Tools within the centralized support organization
Responsibilities also include root cause analysis, management communication and client relationship management in partnership with Application Development team members
Drive full instrumentation of Tools across Corporate Technology estate
Create and maintain Documentation specific to Monitoring tools, on-boarding procedures, and Data Mapping/relationships
5+ years of Technical Operations Support and/or development/instrumentation experience in Application Monitoring (APM, synthetic Monitoring (UE) , or Dashboard/Visualization toolsets
Advanced to Expert knowledge in various Monitoring tools is required, such as

Application Support Lead Resume Examples & Samples

Aggressively respond to service requests from Client facing support teams, Operations, Risk/control partners, etc
Minimum 10 years of relevant Information Technology experience
Excellent influence, negotiation and presentation skills
Technical knowledge including: JCL, XML, XSD, and Oracle, Server - Wintel, Web logic, WebSphere, UNIX

Application Support Lead-VP Resume Examples & Samples

To assist with project UAT testing when appropriate, especially as related to non-functional requirements
Excellent proven problem-solving skills
Logical, able to think outside the box
Proficient usage of one of COBOL or NATURAL
Proficient usage of DB2 and VSAM together or ADABAS
CICS
ITIL
Easytrieve
Assembler
Any non-mainframe IT experience is a bonus
6+ years of experience preferred

ESW Application Support Lead Resume Examples & Samples

Business Analysis Planning & Monitoring
Elicitation
Requirements Management & Communication
Enterprise Analysis
Requirements Analysis
Solution Assessment & Validation
Business Process Support
Application troubleshooting
Creation and maintenance of relevant documentation per BABOK® or PMBOK®
Training and mentoring future new team members
Development and delivery of application training
Development and maintenance of relevant metrics
Creation, maintenance and execution of queries and reports as needed
Delivering or supporting all aspects of the Software Development Lifecycle
Issue identification and resolution
Defect Management
Maintaining the ESW Community SharePoint Site (document uploads, broadcast message updates)
Creating and maintaining project plans for application related projects
Coordination and execution of testing both hands on and among end users
ESW System Communications such as release information
Manage the outsourced ESW Help Desk with both hands on incident resolution as well managing the Infotech Aerospace Services Puerto Rico (IAS PR) Statement of Work
Collaboration with P&W IT and the P&W IT Vendor regarding planning for and support of major and minor software releases

Application Support Lead Resume Examples & Samples

Excellent knowledge of .Net, SQL, Oracle
Excel Macros
Web Technologies skills in java
Knowledge of web application Server
Knowledge of Batch scheduling

Application Support Lead Resume Examples & Samples

Candidate will be responsible for production support, which will include job scheduling and monitoring, maintenance of the "run" book, service level agreement monitoring and maintenance, problem resolution, issue escalation and general maintenance of the production processes
Disaster Recovery testing and maintenance of the plan and scripts
Testing, debugging, documenting, implementing small enhancements
Experience with structured analysis and design, design specification, test plans document and run books
Total experience should be 10+ years in software Industry
5+ years of production support experience
2+ years of experience with enterprise class scheduling software. Control-M preferred
5+ years experience on a UNIX platform, Oracle database and SQL
7+ years of Application Development work experience with enterprise ETL tool. Ab Initio preferred
Knowledge of version and version control practices and procedures
The ideal candidate should have creativity, innovation and the ability to work in a fast-paced environment

Application Support Lead-mumbai CIO Support Resume Examples & Samples

Lead the CIO production support team of 6 members
Partner closely with Application development teams and team leads on software deployments in Production and DR environments
Be hands-on to trouble-shoot and resolve production outages, perform root cause analysis and implement and follow up on remedial solutions
Maintain fault resilient production and disaster recovery environments; perform annual DR exercise
Conduct annual performance appraisal of the team
Be responsible for talent uptick (tech and domain skill building) of the team
Be able to drive the team to improve the environment and the service delivery to our business stakeholders
8-12 years of total industry experience
5-8 years of hands on production support lead experience on UNI:@Solaris / Linux) platforms
5-8 years of experience with UNIX scripting tools such as Shell or Perl scripts
5-8 years of Sybase experience, Oracle a plus
Deep working knowledge of monitoring tool such as Nagios, Geneos
Knowledge of scheduling tools like Autosys or Control M
Excellent communications, leadership and interpersonal skills
Strong Capital markets domain knowledge
Be confident in facing off to CTO’s and their directs
Experience working in global team and follow the sun model
Strong organisational skills and ability to manage multiple demands and changing priorities
Ability to be able to manage team costs appropriately

Application Support Lead Resume Examples & Samples

Ensure the stability and availability of all in-scope systems and services
Investigate issues / problems / incidents in a timely manner working with D&B associates and/or third party vendor support, ensuring any customer issues reported via D&B's Incident Management Tool are resolved within SLA
Record, Manage, Track and Report on issues and issue resolution
Drive application support process improvements ensuring that operational processes, procedures and internal control mechanisms are defined, improved, followed correctly; and target areas of innovation, cost reduction and incremental value-add
Become a Subject Matter Expert (SME) for a range of systems / technical areas and take ownership for supporting these products, working with both Business and other Technology teams
Offer consultancy on subject areas as required
Work with Development teams, Service Management and Business Partners ensuring that new services are in line with organizational standards and are production ready upon completion
Manage outbound communication across a wide breadth of senior stakeholders both internal and external
Experience in a service management, application support or similar business role
Exposure to a range of technologies, hands on SDLC experience a distinct advantage
Initiative to take assignments to their logical conclusion
Proven ability to manage technology production issues which are impacting customers
Ability to deal with confrontation and conflict
People management/team lead experience a plus

Application Support Lead Resume Examples & Samples

Customer facing regional lead responsible for the support of all CAF applications
Ownership of CAF production environment. Responsible for stability and resilience
Part of a global support team contributing to (and improving) operational excellence
Identification and ownership of improvements to the support service we deliver
Ensuring best practise for change, incident and problems are implemented
Experience of vendor management and managing vendors against strict SLA's
LI

Big Data Application Support Lead-hyderabad Resume Examples & Samples

Act as point of escalation for all application service interruptions; oversee all crisis and incident management processes
Review and approve all changes to LoB (Line of Business) applications entering the production environment and all infrastructure changes that could impact the delivery of applications to the LoB (Line of Business)
Manage Application Support team members who are directly reporting and manage the relationship with all internal and third-party service suppliers (e.g. infrastructure, operations, data services, OSPs, ASPs, application vendors etc) ensuring they meet and maintain service levels and contractual agreements
A minimum of 10 years experience working within IT
Experience of working with out-sourced/vendor-based s/w development
5+ years experience with Java EE
Methodical/thorough
Resilient/persevering
A team player (i.e. relaxed; good sense of humour etc.)
The ability to work within a large team, sometimes under stress, but always under control

Application Support Lead Resume Examples & Samples

Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation’s overall standards and operations objectives
Drives the implementation and adherence to incident, problem, and change management processes
Performs 1st and 2nd level support for application and platform incidents as needed
Collaborates with JPMC technology teams and business partners to understand application functions and related downstream processing components
Works with Change Management/ Release Managers on the evaluation of change events
Aligns service offerings with business strategies, goals, and objectives
Collaborates with technology and business partners to continuously identify proactive monitoring and health check opportunities
Contributes to the evaluation, implementation, and ongoing maintenance of monitoring tools used
Serves as a backup to the manager’s when the manager is un-available, including any necessary interaction with senior managers
Drives development and adherence with Service Level Agreements (SLAs) for the unit
A strong application development background with a solid understanding of development methodologies
Knowledge of incident, problem management, ticket, change, and risk management processes and tools
Experience with setup and tuning of application monitoring tools (Dynatrace, Keynote, GENEOS, Tivoli, Splunk, OEM, or similar)
Experience supporting applications using the following technologies: Wintel, Linux, Sun OS, Mainframe, Oracle, SQL Server, DB2, Apache, Sterling Commerce Connect, FTP, SFTP,
Knowledge (documentation) management experience
Able to make trusted and unbiased judgments
Ability to forecast IT Services based on business requirements and demand
Commercial Banking, Investment Banking or Treasury Services Product experience (recommended)
15-20 years of IT management experience with background in application development and/or production support operational experience

Application Support Lead Resume Examples & Samples

Being part of an on-call rotation and function as primary on call support for Chase.com Move Money and Alerts batch processes
Drive issues to closure by forcing identification of root cause and implementation of both long term and short term fixes
Having a sense of ownership for the application and its success
Work with both internal and external groups for expansion projects
Engage outside team members and vendor partners on issues and process improvements
2+ years of experience with SSIS
Experience with secure file transmission – Sterling File Gateway, Integrator, and Control Center is a plus
Experience with Control-M is a plus
Background in application development is a plus
Thorough understanding of Disaster Recovery
Bachelor's/Masters degree in Computer Science or equivalent
5+ years of experience in the financial services environment – A history in the Payments space is a preferred
5+ years or either Windows or UNIX application support experience
5+ years of either SQL Server or DB2 experience

Application Support Lead-problem Managment Resume Examples & Samples

Demonstrated problem analysis skills, including data collection, analysis and interpretation
Previous experience management technology projects/initiatives
Able to work with cross functional team of senior leadership including GTI, Application Development, Production Management, etc. driving organizational change and stability
Experience developing and implementing organizational strategies
Rigorously holds oneself and others accountable for achieving individual and organizational performance objectives
Demonstrate critical analytical thinking
Constantly challenges status quo and complacency
Strong knowledge in distributed and/or mainframe technology architecture

ETL Application Support Lead-replacement Resume Examples & Samples

This candidate would be the lead and provide direction to the team on the support responsibilities
Ensure that all applications are onboarded onto support team with all the documentation
Ensure that all documentation for each application is updated and available for audits
Participation in escalation or audit calls
Review the PLM schedule for applications and ensure that applications do not have a high uptime or that they are using old version of infrastructure or application components
Review the rota to ensure that there is enough coverage all day around and on weekends
Owner for all functional accounts pertaining to the applications in remit
Ensure timely certification of all functional accounts and team members’ access to various applications and tools
Ensure team objectives are measurable and setup in a timely and correct manner. Monitor progress on all objectives
Ensure good engagement with own team
Ensure good engagement and rapport with business users, support teams and other stakeholders
Ensure good rapport with teams based in other locations
Ensure timely collection of metrics’ data and mine actionable intelligence
University degree level, and/or related work experience
12 to 16 years of combined business, project and IT experience
Strong production support background with ability to work in complex application environment
Strong and proven record to lead and manage production support teams across multiple applications
Strong UNIX and Windows experience. Need to have ability to read and understand UNIX Shell scripts
Knowledge of ETL tools such as Ab Initio or Informatica
Strong PL/SQL programming and support experience
Knowledge of version control systems such as Subversion or ClearCase
Strong knowledge with the full systems development lifecycle process
Awareness and understanding of current industry developments
Knowledge of Finance and Regulatory reporting applications
Written and verbal communication - Advanced
Coordination Skills- Advanced
Facilitation Skills face to face and virtual - Advanced
Firm/Business Knowledge - Proficient
Flexibility - Advanced
Interpersonal Skills - Advanced
Relationship Management / Partnership - Proficient
Problem Management - Advanced
Teamwork - Advanced

Application Support Lead Resume Examples & Samples

Managing escalations for unplanned and planned outages
Partnering with internal and external teammates to drive application stability initiatives
Enforce OPT production management policies for all applications ensuring stability, audit, risk and compliance of the applications
Lead daily, weekly, and monthly partnership meetings internal and external driving concerns/issues within the environment
Ability to manage multiple high profile request issues at the same
Build effective working relationships with co-workers, internal/external customers and other resources inside and outside the organization
Being able to communicate verbally and written to senior managers (MDs and above)
Understanding and following all 24x7 Production Support procedures, processes and policies
Coordinating and performing implementation steps as prescribed in documented plans for system changes, upgrades, installations and outages and follow all change management guidelines
Communicating to management any variations to documented procedures, processes or policies
Developing proactive processes designed to alert/eliminate issues before they escalate in priority or business impact
Identifying areas where efficiencies can be gained using proactive approach through collection and analysis of metrics
Ability to work a flexible schedule; night shift, swing shift, weekend shifts and holidays may be required
Minimum of a Bachelors degree
A minimum of five (5) years experience in IT in call center technologies, preferably in a Fortune 500 with focus on these applications

Application Support Lead Resume Examples & Samples

Analysis and drafting of complex SQL queries/scripts
Disassemble and debug legacy code (VB, .net)
Assist developers with complex SQL query tuning and schema refinement
Maintain application monitoring, performance tuning and testing
Lead and prioritize the Application Support team’s day to day activities
Provide technical leadership, oversight, and escalation for application support team
Act as a technical resource for internal and external projects
Coach and develop team members’ technical proficiencies
Formalize and improve procedures within the application support areas
Follow and drive appropriate departmental and company procedures and policies (i.e. security and auditing, configuration and incident management)
Ensure all technical and non-technical documentation is up-to-date
Maintain good working relationships with all departments and end users
Work on other projects, as assigned
Bachelor’s degree in Computer Science, Technology Systems Engineering or a related field preferred
Strong MS SQL experience – scripting and understanding of database structures, minimum 5 years required
At least 5 years of experience in support of multiple business applications and system integrations
Strong communication skills with the ability to work with end users on a continual basis
Demonstrated expertise in IT support in retail, hospitality, or field-based environments a plus
May require travelling up to 10-20% of the year; US, Canada, India, and UK

VP, Application Support Lead Resume Examples & Samples

Lead a multifunctional team responsible for application support and Quality Assurance governance / strategy
Own and manage continuous process improvement and quality assurance initiatives
Delivering high quality service to our user community
Liaising with Technology project managers/business analysts on assigned topics to understand technology, conduct knowledge transfer sessions, and ensure team knowledge is current
Creating/updating knowledge documents and reviewing with team
Develop, document, and institutionalize policies, processes, and procedures required for appropriate control and governance
Build and maintain relationships with peers, management, and key stakeholders in order to remain aware of key business drivers, activities, and development projects and understand how these may affect current operations
Monitors adherence to established controls
Recognize and develop the technical as well as nontechnical skills and abilities of team members
Demonstrated experience with strategy creation/problem solving abilities
Strong leadership & interpersonal skills including the ability to lead cross functional teams to a solution
Has strong experience managing a highly complex and technical products
Collaborates extremely well with cross-functional partners, including Technologies, Implementations and Relationship Management
Outstanding written/verbal communication skills with experience distilling and presenting complex quantitative analysis; proven critical thinking ability
Able to work in an extremely fast paced environment and meet deadlines
Must have full life-cycle experience in large, global multi-tiered systems
Demonstrated self-starter and the ability work independently with limited direction

Application Support Lead Resume Examples & Samples

Cash management: Provision of numerous treasury services products and services to corporate clients
Drive resolution of production incidents through analysis and coordination with multiple teams across multiple
WebSphere MQ
SQL [Oracle]

Application Support Lead Resume Examples & Samples

Management of local resource in a multi-disciplinary team
Perform ongoing team review, objective setting and performance management
Technical and business stakeholder engagement and management
Partner with other local leads, responsible for managing day to day production support duties and driving technology projects and initiatives
Point of contact, impact analysis
Escalation point of contact for incident management, user issues and requests, technical troubleshooting, analysis and resolution
Provide production support/analysis to include problem resolution, application administration and configuration, application support for SDLC related products
Managing high volumes of user tickets and being able to prioritize multiple issues effectively
Experience of the following technologies: JIRA, Confluence, Nexus, Subversion, GIT, Stash, Clearcase

Application Support Lead Debt Technology Resume Examples & Samples

Responsible for Regional trading floor support function
Operations and Technical Support
Stakeholder management, Negotiate, Escalate and Manage Business aligned Stream leads and other senior stakeholders at all levels
Risk Management, Prioritization, Conflict Resolution
Manage the support for the debt technology for Fixed Income, Rates, Credits, Derivatives
Oversight to day to day Operations & Support, liaising with Development, Infrastructure, and Production Application Support teams at all levels
Manage Vendor Aligned Support teams, to ensure the day to day support requirements are delivered to a consistently high level
End to end operational focus - Application, Infrastructure Support, Operational Costs & Productivity, Utilization, Quality, Incident, and Problem & Service Level Management. Drive continuous service improvement within the team
Contribution toward, and attendance at, key service & relationship review meetings
Drive demand reduction and cost optimization initiatives to ensure that the service delivery is optimized without impacting the quality of service
Conduct & drive internal service improvement reviews. Driving automation and process improvements
Minimum Degree level applicant
A minimum of 10 years Trading Floor Support experience in the banking environment
A minimum of 8 years of people management experience
Experience in dealing with Senior IT Stakeholders
Experience of managing a relationship with a Managed Service vendor or managing internal teams
Demonstrable experience in delivering a quality operational service to customers
Operating in a Global team environment
Hands on ITIL implementation experience

Application Support Lead Engineer Resume Examples & Samples

Be on a weekend on-call rotation to provide level-2/3 application support (a 24x7 L1 team fields all calls and escalate only if needed)
Excellent analytical, problem-solving and multi-tasking skills
Experience with creating process, procedures, and documentation relating to incident management or systems operations
Ability to coordinate tasks with multiple teams in multiple locations and time zones
Able to adapt to new technologies
Database support experience for MS SQL
Expierence with XML, HTML, and Unix Shell Script (ksh)

Application Support Lead Resume Examples & Samples

Responsible for Level 2 support of wide range technology-based business solutions
Onsite support for release management and end users support for all incidents on ePOS system
Timely respond to incidents tickets, conduct troubleshooting and investigation on the solutions
Support to pick up calls during non-office hours to facilitate the issues
Coordination and Liaison with offshore support team to resolve technical issues
Provide weekly update for the incidents status, regularly touch base with end-user representative and Level 3 support
Provide high quality support services to the end users
Agile/Scrum practice, regional support project, or digital projects
Technical/ UI analysis and integration testing, project and tasks coordination

Application Support Lead Resume Examples & Samples

Take responsibility and ownership for the application and its long term success
Take initiative to identify issues, troubleshoot and drive short term incident resolution
Operational experience supporting batch scheduling applications (Control-M, Autosys, etc.)
Experience with secure file transmission systems and protocols– IBM Sterling File Gateway, Integrator, and Control Center, ssh, sftp, etc
Background in application support is a plus
Experience using SQL queries to analyze data and trends a plus
Excellent organizational, multitasking and time management skills
Experience working and supporting a Highly visible environment
Experience working in High Availability and Disaster Recovery environments

Application Support Lead, Global Systems Resume Examples & Samples

Contract Management
Collaborates in ensuring contract terms and conditions are met by Service Providers and Mondelez
Collaborates in the revision and adjustment of contract scope, terms and conditions as necessary,
Collaborates with management and follow-up of requisitions, purchase orders, invoices, and payments
Collaborates with contract expiration management and renewals
Ensures Procurement Policies are strictly followed
Explores opportunities to leverage scale, and drive savings
Service Management
Ensures accomplishment of Support Service Level Objectives and Key Performance Indicators working in partnership with Service Providers and Software Vendors
Ensures support services readiness for new major releases/rollouts. Supervises adequate Transition to Support
Escalation point for incidents and incident resolution facilitator
Jointly with Partner, establishes, collaborates and monitors a Continuous Improvement plan to identify and remove the service delivery gaps
Establishes weekly and monthly service status review meetings with key stakeholders (Business , IS and Service Providers)
Monitors OLA agreements, ensuring seamless end to end delivery of services
Critical Incident Management
Escalation point for Critical Situations and incident resolution facilitator
Collaborates with CIM Team on P1/P2 situations
Collaborates with CIM Team post-critical situation assessment and Problem Mgmt
Financial Management
Collaborates in defining the Application Support Budget, and, controls expenses
Continuously seeks cost reduction opportunities
Collaborates in Value Transformation goal achievement for the region
Collaborates in the calculation of TCO (Total Cost of Ownership) of applications
Processes Management
Ensures and promotes ITIL best practices for Incident, Problem, Change, Release management within IS and Service Providers
Collaborates in Support Processes and Tools definition, implementation and monitoring
Collaboratively seeks Continuous Improvement, simplification and harmonization of IS processes across regions, ensuring benefits are delivered
Collaborates with Application Services Transformational objectives (Business oriented SLA’s, Run SAP like a Factory, Proactive Problem Management)
Communications Management
Manages communications with IS and Business Community. Including, but not limited to: Planned & Unplanned Outages, Support Processes Changes, Weekly/Monthly Support Dashboard
Seeks regular feedback and interaction with region’s Key Service Stakeholders
Collaborates with global teams in Dashboard definition and changes
Demand Management
Oversees Change Requests Forecast for 30-60-90 days for the region
Monitors Enhancements/Project demands to anticipate potential Service Contract Scope Changes
Security & Compliance Management
Ensures/Approves adequate system access provisioning to Support team members
Ensures/promotes SOX guidelines accomplishment (Change Management)
Life Cycle Management
Ensure/Approves life cycle refresh feasibility and timing
Coordinates/ Communicates life cycle outages with the business
Major: Information Systems / Computer Science or equivalent. Non-exclusive. Frequently these positions can be filled-in by Engineers, Accountants, and Business Administration professionals with an Information Systems background. MBA is a plus
Proficient in English spoken and written
Process and Service Oriented
Business process savvy
Strong functional/technical skills in supported applications. Non-SAP (i.e. Oracle OTM)
Comfortable with Change
Budgeting & Control (good with numbers)
10 year experience General Work Experience
5 year experience Application Support and/or Project Management experience
1 year experience ITIL Foundations Certified (preferably)
3 year experiencie in Budgeting and Control

Application Support Lead Resume Examples & Samples

3-5 years of experience in UNIX OS and UNIX Shell scripting
ITIL V3
Experience on projects utilising Agile methodology a strong plus
Experience in Disaster Recovery planning and test execution
Exhibits problem solving skills and shows flexibility in supporting evolution in process, standards, and strategy

Web Application & Support Lead Resume Examples & Samples

Team Leader responsibilities
Broad understanding of information technology principles, concepts, and techniques including software languages, design concepts, test methods, and integration practices
Excellent written and verbal communication skills that effectively and clearly present technical approaches and findings to customers, senior DoD, and non-DoD officials
Systems architecture development
Extensive knowledge and planning skills in the area of system integration testing, Web application development and networks, such as those described in this PWS
Experience with software test and evaluation plans
Design and implement COOP program with alternate site
Collaborate with and assist in the development of security fixes with security engineers and development teams
Knowledgeable on Web policies stated in OSD Web Site Administration, DoD Instruction 5230.29, DoD Directives 5230.9 and 5200.40
Responsible for implementing security and access controls
Ability to analyze requirements and ensure the capture of business processes
Experience providing support gathering, documenting, testing, and deploying of Web content
Ability to develop, implement, and maintain web-based application systems
Experience in developing, testing, and implementing Web parts for the portal
Highly experienced using Cold Fusion, C#, JavaScript, ASP, and .NET program languages
Knowledge of JavaScript, Cascading Style Sheets (CSS), Hypertext Preprocessor (PHP) and dynamic Hypertext Markup Language (HTML); experience with .NET and team foundation
Understand and develop reports using SQL
Ability to complete a comprehensive, multi-disciplinary security assessment addressing both content and technical issues at least annually on all portal/web/SQL servers
SharePoint experience, including architecture, installation, configuration, Web parts, and best practices
Superior knowledge of current web-design trends and techniques, a strong online portfolio displaying user-centered design, and experience with Web database solutions definite assets
Understanding of virtual environments with knowledge of clustering
Provide technical and application (e.g., Apache, Tomcat, and ColdFusion) support to configure primary and secondary services supporting Web shop managed portals (both development and production)
Identify “best practices” to enhance the security posture of all servers, Web sites, Web portals and Web applications and provide report to government representative
Ensure primary and secondary servers are mirror images, to include a change log recording modifications (configuration setting changes, etc.)
NIST and DoD security policies, directives, and guidelines
Web server architecture design and implementation
Knowledge and understanding of HTML, .NET, PHP, Apache, Tomcat, and ColdFusion applications and technologies
Network and Web architecture and design (e.g., security stack and integration with office automation products and services to include production, test, development, and demilitarized zone (DMZ) enclaves)
VMware functionality and security
Ensures DISA Security Technical Implementation Guides (STIGs) configurations are applied to Web servers and applications
Ensures release package deployments, system patch management, and IAVM vulnerability patching is applied as needed
Auditing (e.g., system accounts, security logs, system and network anomalies)
Security Metrics – capture & documentation
Technical writing – technical documents and user training materials
Minimum of Bachelor’s Degree in a technical discipline from an accredited college or university
Minimum DOD 8140/DOD 8570 IAT Level II Certification
Travel: (2) trips 1-5 days each Work Location: The United States Transportation Command (USTRANSCOM) located at Scott Air Force Base (AFB), IL
Must possess an active Secret clearance ***

Web Application & Support Lead Resume Examples & Samples

Broad understanding of information technology principles, concepts, and techniques including software languages, design, concepts, test methods, and integration practices
Extensive knowledge, experience and planing skills in the area of system integration testing, web application development, and networks
Highly experiences using Cold Fusion, C#, JavaScript, ASP, and .NET programming languages

Application Support Lead-bournemouth Resume Examples & Samples

UNIX administration and performance tuning
DBA - Sybase, MS-SQL and Oracle
Systems support experience
Perl/Unix Shell Scripts - to handle complex automation/administration
Requires a logical approach to problem solving
Monitoring software a plus(Geneos, Splunk, APM)

SWP Application Support Lead Resume Examples & Samples

Establish and maintain relationships with internal service, business, and development teams and understand the impact of issues to the business
Interact with internal clients and partners in the management and analysis of application (functional and technical) issues
Enforcement of support within the Services as defined for the current release
Lead coordination and communication with key internal teams/tracks to resolve issues
Escalate issues to 3rd and 4th level support and development teams as appropriate
Troubleshoot existing processes and components and acts as a technical coordinator for complex cross component issues, while acting as business facilitator for client and Operations interface
Develop and execute read/write scripts to facilitate issue investigation and/or recovery scenarios for correction of platform data
Monitor output from daily Application Support reports and health checks, escalate to appropriate business unit(s), and/or facilitate remediation of identified issues
Management of AS led production game plans
Assist with maintenance and remediation of Application Support script library
Work closely with PM Team Lead and PM Project Manager on project status and escalation
Manage incident tracking application to ensure all issues are being addressed within the defined SLA’s and all AS managed tickets are kept current
Manage issue entry into the change control process
Trending of recurring issues, including helping to define long term solutions where appropriate
Continue a forward focus on new releases and client implementations, helping to ensure AS readiness

Application Support Lead Resume Examples & Samples

10+ years experience in the relevant banking business – Corporate and Investment Banking, Transaction Banking, Global Markets, and Private Wealth Management
Knowledgeable of technical & functional architecture for China banking systems
In dept experience in China regulatory systems
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques
Strong organisational and planning skills
4-5 years experience in Production support. Relevant skills-set including the following
Familiarity with Software Implementation Life Cycle
Resource planning and management
Ability to work with mostly indirect offshore resources and Local and Global Vendors
Ability to engage in technical discussion on hardware, software, networking requirements for the application
Experience in handling SLA (Service Level Agreement), vendor management and KPI reviews
Experience in working in a CMMI environment
Focus on Processes, Quality & Efficiency and Deutsche Bank policies
Excellent communication skills in both spoken and written English and Chinese
Strong customer service and support focus with a desire to deliver a high quality service
Self-motivated, highly professional with ability to lead and take ownership
Good analytical and problem-solving abilities
Initiative and drive to get quick results
Discipline attitude towards controls and risk management
Report into the Head of COO-CTO China
Lead and prioritise the Application Support team’s work load, maintain a highly efficient and effective production environment
Manage and own the incident and problem management process for all applications used in China
To examine potential areas for Service Improvement and raise proposals with the Head of COO-CTO China and BU managers
Make sure the team follows the bank’s standard policies and procedures to provide application services (i.e. incident/problem management, change control, security and auditing, code of conduct, etc.)
Ensure standard monitoring tools are properly deployed to local applications, and system alerts and status reports are reviewed in a timely manner
Performance and capacity monitoring for local applications, provide proper remediation plan to address performance and capacity issues
Owner of application change management process. Chair China application change control review meeting. Perform quality checking to local change requests and ensure smooth deployment
Prepare and conduct training relating to Incident and Problem Management and the appropriate usage of the Support Management Service
Liaise with IT applications teams : local and regional applications/infrastructure teams to support users for bug fixes, change releases and application releases
Act as an application support expert for internal and external projects
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)
Manage application handover procedure between application development and production support team, make sure all required documents and system features are ready, and outstanding issues have been closed before handover
Produce application service report per local and regional supervisor’s requests
Process and Document controls – IT KOP ownership
Vendor risk and relationship management
Participate in defining and reviewing Service Level Agreements with vendors
Responsible for business continuity management and Disaster recovery testing
Responsible for technology roadmap compliance and application security/control issues remediation
Support for Regulatory queries, questionnaire, feedback and regular/ad hoc reporting
Support for Audit related inspections, reviews and remediation

GSD Application Support Lead Resume Examples & Samples

Effectively partner with the IS Operations Manager to formulate tactical and strategic plans to meet and exceed Service Level Agreements with the business unit
Act as a product & process knowledge resource to associates and subject matter experts
Identify conflict and handles difficult situations constructively and tactfully
Evaluate individual and team performance and provide guidance as needed
Provide positive reinforcement and constructive feedback to motivate team
Review, collect, and summarize Quality Control and Business reports
Review attendance and performance incentives of the team
Coordinate with Business Unit’s counterparts to resolve on-the-spot process clarifications and gaps
Discuss Business Unit feedback on a real-time, daily, weekly, and monthly basis with the team
Partner with HRM with regard to HR issues and concerns including disciplinary action cases
Serve as a focal point to communicate and resolve interface and integration issues with other teams
Bachelor’s Degree/Master’s Degree in Computer Science, Engineering or related field
3 or more years of IT Experience
Analytical and Mathematical
Team-oriented yet able to work independently
Good computer skills
Preferably with experience in BPO and Financial Services Industries
3 years+ broad based technical experience in a software development environment with exposure to multiple platforms, databases and scripting languages
Able to provide systems analysis on production issues, evaluate results, and escalate or take action as required
Demonstrate a customer service orientation and is responsive to user concerns with great follow up
Good understanding of the end-to-end production environment and the impact of changes to the reporting process
Problem Solving and Strategic Thinking
Able to analyze and solve problem with limited support using skills and prior experience
Good problem solving and troubleshooting in a time and sensitive production environment
Able to bring to the table technical skills to help resolve problems

Application Support Lead, VP Resume Examples & Samples

Coordinate with different functional areas including Technology, Front Office Product Desks, Supervisory Management, Compliance, and Settlements to implement process, system, and product changes
Act as middle office stakeholder for business, control, and regulatory implementation agendas
Provide Investor, Financial Advisor, and Client Service support to resolve ad hoc queries pertaining to order submission, order routing, order execution management
Coordinate with investment technology to escalate daily defect management and support of strategic trading application enhancements
Consistent focus on improving functional efficiency and control of daily tasks
Compile and assist with developing data for regular management reporting
Document procedures and process flows, and ensure they are kept accurate
Assist in developing and reviewing documented test plans, and coordination of test scenarios
Assist in the development of training materials
Analytical Skills: must be highly analytical with experience using objective data to drive strategic recommendations
Problem Solving Skills: candidate must be able to identify, understand, and address operational and technical issues
Strong communication and presentation skills, both written and verbal. A key aspect of this is the ability to clearly articulate issues and influence resolution
Ability to multitask and to work under pressure, prioritizing duties according to risk
Ability to face off to demanding stakeholders, managing their expectations while developing strong working relationships with them
A self-motivated individual who is able to deliver with minimal supervision while working effectively as part of a team
Previous experience in the Financial Services industry, ideally with specialization in trade support
Knowledge of clearing, settlements, asset services, and transaction lifecycles
Bachelor degree required (Degree in Finance or Economics preferred)
Work Experience: 4-8 years broker dealer or wealth management experience
Strong Excel skills; VBA macros a plus

L Application Support Lead-afc Resume Examples & Samples

Manage and provide leadership and direction to application L3 support staff
Provide input to application/infrastructure scalability
Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
Ensure there are robust procedures and processes within the application support function remit - Provide timely and export advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
Transition management (20%)
Act as the transition manager for on-boarding new applications to the DB support model. This includes managing the plans and execution from creating the support organization to capturing the knowledge and securing an effective knowledge transfer
Personal and team development (20%)
Pro-active in maintaining and increasing the teams and your own technical knowledge, by identifying training needs or requirements for yourself individually and for the team
3+ years’ experience in a hands-on application support lead/manager role, with a total of 5+ years’ experience in a technical environment
Experience with supporting multi-tier infrastructures along with supporting Java
Knowledge and previous work experience using Jira and ticketing systems (ServiceNow, Remedy); - Desirable: previous experience with Oracle and MS Sql
Technical degree/qualification in Computer Science or related field
High proficiency in English
Strong interpersonal and communication skills with a proven ability to communicate with senior executives

Application Support Lead Resume Examples & Samples

Lead for consumer incident management escalations with ownership of trouble tickets escalated to this group
Participate in proactive issue resolution activities. Drive root cause analyses & corrective actions
Monitoring, automation of deployments, system configuration
Lead for release management of software deployments. Executes or drives the team to execute deployment scripts and post deployment testing\monitoring
.Net or C# programming experience
Knowledge/ overview of cloud solutions (e.g. Azure, AWS, etc.)
Willingness to steadily learn new technologies
Advanced command of English language (you will work with remote teams globally)

GPS Application Support Lead Resume Examples & Samples

Experience managing teams, preferably in a high-paced application support environment
Confidence in facing off with senior business and IT stakeholders
Strong decision making and leadership qualities
A natural ability to solve complex issues
Extensive experience in an application support role– supported both packaged and custom solutions
Strong analytical, problem-solving and synthesizing skills

Application Support Lead Resume Examples & Samples

To manage small Non-production support team and to perform activities - Dev/UAT testing support, release management, environment management, configuration management for Treasury’s Funding & Liquidity suite of applications in non-production environment from Pune and ensure that the complex support requirements are fulfilled with more interactions with various Development teams, Business analysts and RTB team across globe
As per future expectations on FLM journey towards UK reform and SLP program requirements, this role helps in providing right level of support for migration of Legacy applications on cost effective solutions
Bachelor’s Degree (Engineering/Science)
Experience with application support best practices & methodologies
IT Skills/knowledge
Operating System (Windows 2008/2012, Unix/Linux)
Scripting (Shell / Perl)
Database (MS SQL & ORACLE)
Autosys Scheduler & MQ Messaging
UAT/Production deployment knowledge especially in Windows environments
Basic knowledge on configuring DB connections, deploying objects
Good knowledge on investigating workflow, session logs for day to day analysis
System Performance Monitoring

Application Support Lead Resume Examples & Samples

Responsible for managing availability and performance of the application services, baselining performance and addressing any service issues
Establish and maintain relationships with relevant parties, monitoring business satisfaction of the service
Accountable for Application Support knowledge management and transfer, understanding supplier resource supply and demand
Technical owner for licence renewals, reducing costs where possible and ensuring that future costs are identified in line with request by the platform management team
Manage through the control specialists the life-cycle of incidents, problems and change implementation
Work with internal stakeholders and 3rd party suppliers, to monitor incident resolution
Work with service transition function to ensure the successful go live and monitor the impact of new application services

Application Support Lead Resume Examples & Samples

5 years of experience
Strong application development background (e.g., Java, SQL, Unix shell scripting)
Proficiency in understanding UNIX and Wintel-based applications and infrastructure
Experience working in a relational database environment (e.g., Oracle, DB2)
Experience working in Financial Services
Experience with Tivoli, Wiley Introscope, Topaz and other monitoring tools
Experience with change management process in a large corporation
Bachelors degree in Computer Science, Computer Engineering, or equivalent

Application Support Lead Resume Examples & Samples

Must have 5+ Years of Java scripting and Geneos configuration experience in UNIX
Onboarding new applications to support
Participating in infrastructure projects to improve the Production environment
Participating in other business intelligence and IT soluctions

Managed Services Software Application Support Lead Resume Examples & Samples

Engaging with client service delivery representatives on service levels and change projects
Assist in defining the MS service capability and expanding this where required
Working with the service lead to understand requirements and highlight issues
Building business cases for service enhancements
Part of the responsible management team for client outage resolution
Develop effective solution to client’s requirements
Follow effective SDLC to provide clients with resilient and supportable solutions
Identify areas where the client could generate more revenue / reduce loss through more efficient processes
Bachelor of Computer Sciences
Good knowledge of the following technologies
Perl scripting
Exposure to the software development life cycle
A structured and methodical approach to problem investigation and resolution
The confidence and ability to deal directly with customers at all levels of seniority
Ability to work effectively on a number of tasks in parallel
A commitment to hard work, the ability to work individually and as part of a team with the willingness at times to work under pressure in a sometimes challenging environment
Knowledge of the securities finance sector
Knowledge of one or more of the FIS Securities Finance Products: Global One, Martini, Apex SecFin, Apex Collateral
Any experience in dealing with and issues in the business flow from trading through settlement (upstream and downstream systems and processes included)
Experience of other standard market applications (Swift/Crest etc.)
Experience with: UniData (or similar RDBMS)/SB+
Knowledge of Business Objects

Application Support Lead Resume Examples & Samples

Interacts with peer groups, management and director level executives and other senior level executives as needed in delivering the objectives for the production operations unit assigned
Provides hands-on technical skill to resolve issues and improve processes
Experience with setup and tuning of application monitoring tools (GENEOS, Tivoli, Splunk, OEM, or similar)
Experience supporting applications using the following technologies: Unix, Linux, Oracle, Sybase, Apache/Tomcat, IHS/Websphere, NDM, FTP, SFTP
Strong SQL experience and strong O/S experience in UNIX/LINUX (both would be preferred)
Bachelor’s degree in computer science or computer engineering or related fields
2-3 years of experience as an Application Support Lead

Application Support Lead Resume Examples & Samples

Helping to build and lead a team of technical consultants/MS Application Support Specialists
Working as part of a wider global peer group to create a gold-standard service around MS
Establishing relationships with complimentary datacentre services within the hosted client footprint
Integrating and working with the hosting service teams on service level definition and delivery
RFP/proposal assistance as part of the team leadership engagement
Travel to FIS locations for meetings/working where required
Provide clients with an excellent support experience
Align client requirements with team resources and manage client expectations accordingly
Produce outstanding documentation reflecting client deliverables
5+ years related experience
Citix
Working knowledge of Unix/Linux and Windows environments
Knowledge of the trade lifecycle

Application Support Lead Resume Examples & Samples

Lead a team of help desk analysts, providing guidance and support for troubleshooting and prioritizing customer issues
Resolve or refer system issues, both functional and technical, and track issues using a central incident management application
Troubleshoot calls to the support desk and facilitate the resolution process
Convey technical advice and information to clients and coworkers who have varying degrees of ability with Information Technologies
Solve technical issues in a professional manner and/or escalate in a timely manner
Perform training sessions and instructional webinars to system users
Compile and maintain helpdesk operational procedures, user guides and templates for FAQs and standard email responses
Prepare weekly ticket summary reports and lead weekly help desk meetings
May be asked to support testing efforts for project releases as needed
3+ years of professional experience in help desk operations for federal IT systems and technology
Ability to effectively communicate with clients regarding issues
Ability to work on multiple issues concurrently, balancing needs and/or priority-setting appropriately
Experience with Web conferencing software, such as Adobe Connect
Experience with collaboration software, such as Microsoft SharePoint
Experience working in an Agile project management environment

L Application Support Lead for Ref Data Resume Examples & Samples

Strong written communication skills
Tools - Control M, Autosys, Geneos
Engineer or Computer Science with relevent experience in Investment Banking domain shall be useful
Exposure to Reference Data Technology in past with knowledge of relevant businesses such as Global Equities,

Application Support Lead-axiom Resume Examples & Samples

NA-Axiom - Local Regulatory Reporting for NA
RFrame - Third Party Regulatory Reporting application
Autosys - Scheduling, monitoring and alerting infrastructure
Axiom Application Support Lead
Pro-active monitoring for issues
10+ years of overall experience, with good knowledge in production support of financial applications
Excellent analytical and problem solving abilities
Root cause analysis and follow-ups to ensure issues are not repeated
UNIX file management and shell scripting
MS Office applications
Autosys/Ctrl-M scheduling package
Axiom vendor software
Voluntarily seek opportunities, activities or responsibilities that add value
Deliver accurate, thorough and high quality work
Good written and oral communication at all levels

Application Support Lead / PM Resume Examples & Samples

Candidate should have a minimum of 3-5 years of BA experience & in a Technical BA role
Candidate must have a proven history of working independently and self-organization
Candidate must have experience writing user stories and identifying acceptance criteria
Must have a proven history of working with Agile
Experience setting up test scenarios, use cases and test script automation
Awareness of the business and IT Agile and Scrum Methodology
Strong analytical skills, writing skills and executive reporting experience
Line of Business experience a plus (Risk and Finance Technology)
Background working with Procurements Services Systems/Tools is plus

Application Support Lead Resume Examples & Samples

Lead / Manage a team of about 6-8 support analysts
Provide overall 2nd line application support – including incident, problem and change
Deliver service improvements / decommissioning of Informatica/UNIX BIW data load applications on PCB ASSM area
Deliver Quality Assurance reviews of team member’s work
Quickly understand the applications that are required to be supported as part of knowledge transition
Effective liaison with BTSO peers & clients
Provision of out of office hour’s support to ensure smooth functioning of the application, as needed. This would include over-night support as well as working on weekends and public holidays
Deliver reports / statistics and conduct service reviews
To be an expert in required technical skills mandated by the BTSO Technology Strategy
Accountable for resolution of incidents within agreed service levels
Accountable for daily health checks, daily triage, status updates to stakeholders
Accountable for deployment tasks related to support team
Responsible for design review of the new projects
Responsible for Operational Acceptance review
Responsible for identifying legacy systems which are not in use and decommission them with proper business approval
Responsible for identifying BIW dormant tables and work closely with BIW team to remove them from production environment
Responsible for technical assessment of any change going into production
Responsible for identifying and participating in Major Incidents for services outside platform
Responsible for updated PDG(Problem Definition Guide) , RES (batch schedule information) and knowledge base
Responsible for RCA related to major incident and completing Problem Records within SLA
Responsible for Service Improvements for the portfolio of applications
Technical expertise in Teradata with minimum relevant experience of 8 years and good working knowledge of Informatica & UNIX
Work towards providing high availability of the systems, reduce Mean Time to Recover and improve Mean Time Between Failures
Supporting the implementation of strategy and policy issues by involvement in development/change and/or advice to other technical areas and making recommendations to improve procedures and working practices

Application Support Lead Resume Examples & Samples

Your main responsibilities will be to maintain and develop software systems within insurance domain for a large insurance company
You will solve complex technical problems that other team members may encounter, be an integral part of a Applications Management team, review and enforce the quality of code written within your team and tutor junior colleagues
Java SE
XML, XSLT
Familiar with commercial applications within the insurance domain (corporate insurance solutions)
Ability to analyse existing code base and find best solutions for problems
Continuous integration, Agile Development Principles and Kanban Methodology

Application Support Lead Operations Production Management VP Resume Examples & Samples

Acting as an escalation point from our level 1 group the level 2 team provides production management services including end user support, systems monitoring, incident and problem management, plant management and event management
You will run a set of workflow management, internal inquiry, reporting, contact management, banking operations and confirmations systems (predominantly developed in house and deployed on a distributed Linux platform using Sybase and DB2 databases and a range of both internal and external connectivity over channels including TCP-IP, MQ and SWIFT). End user GUIs are a mixture of C++ clients and web based sessions
Scripting and tool development is encouraged to help perform data analysis and commoditise request resolution steps
Oversight of vendor staff in an engineering sub-team and involvement in this group is also possible for the right candidate
Aiding trouble shooting with strong technical skills in both the Linux environment and Sybase/DB2 databases, so we can aim to keep resolution within the L2 team
You would be a key contributor to cross department initiatives opening up the possibility of visibility to a broad set of the Firm
The role offers an interesting mix of technical and business challenges allowing the holder to develop an in-depth understanding of how Morgan Stanley's Operations business works
Proven track record of working in Level 2+ production management of distributed systems
Experience in financial services required
Strong PM experience of Linux environment .i.e. administration and basic infrastructure
Strong PM experience of Sybase and Db2 database support. Experience with SQL de-bugging and performance tuning
Experience of end user support
Experience with the settlements process is a plus
MQ and Autosys. Experience with large batch or MQ based systems and exposure to XML would be beneficial

L Application Support Lead Resume Examples & Samples

Manage and own the incident, problem and knowledge management process for the applications in scope
Effectively lead the transition to on-board new applications into the DB support model, be it as a result of internalizing the L3 support organization and off-boarding vendors or of a new application being released into production
Application support (60%)
Manage and own the incident, problem and knowledge management processes for the applications in scope, while acting as service manager
Develop, co-ordinate and promote the effective functioning of problem management activities across all support teams
Lead and prioritise the Application Support team’s work load
Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
Provide 3rd line Application Support on complex internally and externally developed applications
Ensure there are robust procedures and processes within the application support function remit
Provide timely and export advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
Share / spread knowledge with team members as well as internal teams
Coach and develop team members
Experience leading technical support teams
Experienced in Problem and Incident Management while working in an ITIL environment (ITIL certification holders preferred)
Experience with supporting multi-tier infrastructures along with supporting Java applications and an understanding of web technology
Knowledge and previous work experience using Jira and ticketing systems (ServiceNow, Remedy)
Desirable: previous experience with Oracle and MS Sql

Application Support Lead Resume Examples & Samples

Manage, own and take lead Responsibility for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application and data issues and issues resolution or escalation
Responsibilities also include root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
Lead and prioritize the Application Support team’s work load
Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert
Focus on reducing issues driving down ticket volumes
Provide 24×7 operational support to all production practices on holidays and weekends, on an on-call rotating basis
Application Availability: Innovations, optimizations and automations built through monitoring and altering process, job run times, schedules etc. can ensure meeting of SLA’s up to 99%
Manage and maintain all application documentation
Working closely with internal subject matter experts and other partners to implement production changes and to maintain the health, availability and stability of the supported applications
Be proactive and strong in self-management of time and work efforts
Weekend and/or off hours work for system maintenance and planned events, and on call incident support
The ability to work independently in a demanding and complex environment to effectively address multiple priorities
Ability to proactively identify areas of improvement in technologies and processes
Ability to troubleshoot and identify root causes of complex issues
College or Technical Degree is preferable
9+ years of relavent experience within application development or infrastructure
7+ years experience with an application support or production management environment
5+ years hands on experience working with operating systems – Windows, Unix, AIX, Linux
5+ years hands on experience working with databases – MS SQL, Oracle, Sybase
5+ years hands on experience working with middleware – IIS, Tomcat, Apache, Websphere, Web Logic
Experience working with other leaders and presenting date/reports
Experience managing aspects of the ITSM process on behalf of a team
Experience leading a team through SDLC or within a production support space
Experience with scripting languages for use with automation – Vbscript, Powershell, Shell
Experience with an enterprise scheduler (Control-M or Autosys), managing job schedules, and file transfer technologies
Experience with monitoring tools, such as Splunk, Wily, Dynatrace
Working knowledge of disaster recovery practices and experience with executing DR plans
Knowledge of security practices, including IAM, certificates

ERP Application Support Lead Resume Examples & Samples

Experience as Oracle Application Functional/Technical consultant with responsibility of leading support team to deliver support services to business stakeholders across the globe
Prior experience in managing Oracle Application production support environment is required. Understanding of support processes and should have ability to identify and lead support processes creation and improvement work
Ability to lead team of multi-discipline resources for triaging business critical IT system issues. Help remove obstacles to expedite resolution and maintains appropriate stakeholder communication
Accountable for compliance to Service Level Agreements, ensuring that cost, quality and delivery requirements are met or exceeded
Ensure team adherence to all IT processes, policies, and procedures including IT Security
Responsible of IT Controls compliance for the Team
Engagement with customers in their respective function or business area
Lead root cause analysis of complex and/or repeating issues with the aim of improving ERP solution stability
Participate in solution transition from project team to production support team

Application Support Lead Resume Examples & Samples

To manage Live Support for MDM / CMOD applications under Barclays UK BTSO area
To perform environmental set up for MDM / CMOD projects and to do enhancement in applications
Test and deploy fixes to critical incidents quickly applications
Prepare Tivoli (TWS) jobs and schedules definitions for the automation of jobs / shell scripts
Implement Change Records raised by Business/Development Project Teams, within the SLAs
Come up with creative ideas to improve the overall functioning of the processes
Effectively liaison with peers & stakeholders
Automate manual processing if there are any and contribute in design and development of moving the application to strategic architecture and help in creation of a stable and reliable system
Hands on experience in MDM, Ondemand, ODWEK, Java, WAS, Oracle, Shell Scripting
Good knowledge of RDBMS SQL and hands on Oracle database would be added advantage
Production support experience for MDM applications
Ability to take up adhoc request raised by business in timely fashion with quick turnaround time
Ability to work proactively towards indentifying scope for service improvement and working towards those service improvements
Ability to work at pace, under pressure, whilst maintaining quality
Should have overall experience of in Application development / support
Knowledge on ITIL concepts
Excellent technical skills (MDM, CMOD, ODWEK, WAS, Java, Oracle, UNIX shell scripting)
In depth knowledge of how IT services can be delivered most effectively and able to use this knowledge to meet organization’s goals
Excellent written and verbal communication skills, with the ability to adapt style for multiple levels and different audiences
Has a high level of drive, energy and passion that motivates and inspires others
Ability to lead / guide team during crisis /critical situations
Understanding of Financial Services data
Hands on experience in IBM MDM, IBM Ondemand, ODWEK, Java, WAS, Oracle, Shell Scripting
Unix/Linux scripting

Application Support Lead Resume Examples & Samples

5+ years experience of application / infrastructure support or development in a trading environment
Experience supporting, diagnosing, and solving problems in a distributed systems Unix/Linux operating environment
Advanced working knowledge of at least two of: PERL, KSH, SQL
Good interpersonal and communication skills / Strong verbal & written skills required to interact with global teams
Can successfully operate as a team member as well as a lead
Knowledge and experience working with Fixed Income businesses and/or instruments, P&L calculation and Trading Risk

Application Support Lead Resume Examples & Samples

Application support for business applications developed in Appian
Participate in design discussions to ensure application scalability and maintainability of components
Collaborate with other IT teams, including Operations during Production changes and incidents and actively triage towards resolutions
Lead application support team members, including vendors at onsite and offshore
Research and raise awareness of new and existing Appian features suggesting suitability to in-progress solutions. Advise on available shared common components
Work with other Appian development teams to understand around Shared objects and tables
Actively facilitating and providing guidance for specific suggestions on resolving the performance issues
Research and forecasting around exec and analytics engines
Establishing new Appian packaging procedures guidance based on feedback from Business Units
Actively participation in COE meetings to discuss and collaborate on topics and issues brought by COE members
Develop expertise through meeting with internal SME’s on various system functionality to assist business users in development of requirements for enhancements and defect resolution
Performs other duties & responsibilities as required or assigned by supervisor
Responsibilities include the following: 1) adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to AntiMoney Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to theBSA/AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank
Critical features of this job are described under the items above. They may be subject to change at any time due to reasonable accommodation or other reasons. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time
10+ years of experience in Information Technology
2+ years of experience in Application Management and Support
5+ years of experience in an IT business focused role
3+ years of BPM experience
2+ years of experience in Appian
Strong technical skills and demonstrated ability to quickly learn and adapt to and use new technologies
Demonstrated analytical and problem solving skills; including experience analyzing business problems, identifying solutions and driving the team to the solution
Excellent Verbal and Written Communication skills; including meeting facilitation and experience communicating and presenting solutions for business problems to business stakeholders; including clear/concise documentation and verbal explanations of complex business operations to developers (Able to communicate technical concepts to both technical and nontechnical personnel)
Excellent influence and negotiation skills
Outstanding organization and prioritization skills
Experience with multitasking and to function efficiently in a high volume, high risk and fast paced deadline oriented environment
SelfStarter requiring minimal oversight to achieve defined goals
Proactive individual able to operate efficiently in a fast paced environment
Provides extraordinary service
Furthers the First Republic Bank culture and values
Deadline oriented
Able to deal with ambiguous situations
Provides Extraordinary Service
The ability to learn and comprehend basic instructions; understand the meanings of words and respond effectively; and perform basic arithmetic accurately and quickly
Vision must be sufficient to read data reports, manuals and computer screens
Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person
Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions
Position involves sitting most of the time, but may involve walking or standing for brief periods of time
Must be able to travel as position requires
May be required to lift 25-50lbs

Application Support Lead Resume Examples & Samples

Build and manage a team of Operations Engineers who are responsible for supporting products with strict Service Level Agreement constraints around uptime and availability
Partner with and influence application owners to promote simplification, standardization and automation
Analyze operational metrics on a daily basis from a wide range of tools and prioritize necessary follow-up actions for operational efficiency
Define, measure, and meet key operational metrics including performance, incidents and chronic problems, traffic and conversion, etc
Manage incident resolution within the environment, facilitating collaboration among other infrastructure and application support teams as required
Drive root cause analysis and prioritize corrective actions for outages and degradations
Understand current system capabilities and limitations
Implement application performance monitoring to ensure platform uptime and performance
Perform risk assessments of the operations landscape and prioritize follow-up actions
Interface with external partners to grow strong and healthy operational relationships
7+ years’ experience related to implementing or supporting solutions
Collaborate with team to guide customers through their journey by listening to conversations about current and desired state of environment, observing non-verbal communications during client interactions, and proposing acceptable engineering solutions that meet requirements and reduce negative impacts
Review and contribute to system architecture throughout the development lifecycle, identify and mitigate security risk
Deploy and implement internal Identity and Access Management Tools updates and releases
Capable of working on multiple projects simultaneously
Capable of leading cross-functional teams
Capable of solving complex problems

Application Support Lead Resume Examples & Samples

Troubleshoot support desk inquiries and facilitate the resolution process
Maintain list of applicable known issues and enhancement requests and provide customer communication upon completion
1+ years’ experience in leading and/or managing a team

Application Support Lead Resume Examples & Samples

Scripting & Configuration — UNIX shell or other system level scripting, SQL scripting
WebLogic,Apache and Tomcat — Application Server experience/administration
Hadoop environment administration
Release deployments to HBase
Supervising Hadoop jobs, performing cluster coordination services via Zookeeper
Oracle DB - Functional knowledge of SQL; Practical implementation experience of schemas and stored procedures
Should be familiar with release management best practices and adherence to security policies

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