Apps Support Senior Analyst Resume Samples

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S Volkman

Shemar

Volkman

4389 Werner Highway

Phoenix

+1 (555) 511 3297

4389 Werner Highway

Phoenix

Phone

p +1 (555) 511 3297

Experience Experience

Philadelphia, PA

Apps Support Senior Analyst

Philadelphia, PA

Mertz, Goldner and Abshire

Philadelphia, PA

Apps Support Senior Analyst

Assist in the relationship management of partner teams (i.e. Operations / Development)
Ensure all the issues are tracked and work closely with business development managers to prioritize resolutions
Ensure all the issues are tracked and work closely with business development managers to prioritize resolutions and permanent fixes
Working, automating and modifying ServiceManagement Tool(incident/change/problem management tool)
Partner with Application Developers to provide Operational Support for the Pricing and Risk Management Platforms
Management of working relationships with internal (House) and external clients
Manage a workload which is subject to changing priorities and demands

Houston, TX

Jpn-csj-apps Support Senior Analyst

Houston, TX

Bernhard-Koelpin

Houston, TX

Jpn-csj-apps Support Senior Analyst

Effectively communicate issues and status updates with business users, IT management, and development teams
This role is to provide hands-on technical support, answer queries via phone, e-mail and in person
When dealing with major incidents, the specialist is expected to make key recommendations based on his / her knowledge of the systems and the business
Take part in the change control process to ensure any releases into production systems are carefully tested and reviewed; handover documentations are adequate and verified
Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team
Liaise with users; business sponsors; and other groups – both internal and external of Citi
Take ownership of user problems and be proactive when dealing with user issues

present

Phoenix, AZ

Assistant VP, Apps Support Senior Analyst

Phoenix, AZ

Dibbert, Haley and Bednar

present

Phoenix, AZ

Assistant VP, Apps Support Senior Analyst

present

Ensure all issues are tracked and work closely with business development managers to prioritize resolution
Engagement with ITIL processes including Major Incident management, problem management, change management etc
Work with the infrastructure teams (DBA, SAs, Incident Management, Networks, Grid) and various teams to optimize the usage of resources
Ensure all production issues are tracked and work closely with development managers to prioritize resolution
Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams
Engagement with ITIL processes including Major Incident management, problem management, change management, etc
Working, automating and modifying ServiceManagement Tool (incident/change/problem management tool)

Education Education

Bachelor’s Degree in Computer Science

Georgia State University

Bachelor’s Degree in Computer Science

Skills Skills

Ability to work in a demanding and fast paced environment. Enthusiastic, highly motivated and very detail-oriented individual
Maintains good relationships with colleagues and builds strong professional networks
Experience/knowledge of supporting a business and ability to show deep and wide ranging support expertise as well as managing large scale stability
Knowledgeable in Microsoft office usage (MSWROD/Excel/Visio etc) in addition to Mainframe technologies. SharePoint knowledge will be an advantage
Good UNIX (Solaris/Linux) and Windows server knowledge and practical usage. (Able to navigate the system and know the core administration functions)
Good UNIX (Solaris/Linux) knowledge and practical usage. (Able to navigate the system and know the core administration functions)
Good Oracle, SQL Server knowledge and practical usage. (Able to create ad hoc SQL queries)
Good Oracle knowledge and practical usage. (Able to create ad hoc SQL queries)
Good Linux knowledge and practical usage. (Able to navigate the system and know the core administration functions)
Data Oriented with an excellent attention to detail and possessing excellent communication skills

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Apps Support Senior Analyst Resume Examples & Samples

Managing business expectations and leading the team to meet those expectations
Prepare releases for Dev cycles, UAT cycles and subsequently into production pending UAT Signoff. This includes but is not limited to the entire SDLC and hosting CCB meetings to ensure high quality of code
The candidate must have good understanding of a large FX application with following technology stack (Java/Oracle/Linux/Weblogic)
Work alongside production support team to provide efficient and concise analysis on production issues raised by the business
Balance the work across the team in regards to production items and new minor projects which are on the horizon
On-call support for out of hours and weekend activities
3 years in a development environment
Excellent attention to detail to flush out and design concepts and in depth functionality
Ability to work with ambiguity and desire to organize and make functionalities clear and easy to use
Experience in a production environment and the ability to act/think quickly in a high pressurised environment, and during major production outages
Bachelor's degree preferred in technology background or similar scientific area
Proficient to expert in: Java/Oracle/Linux
Previous experience with a Settlements system
General knowledge of Capital Markets products
Nice to have: GWT knowledge

Apps Support Senior Analyst Resume Examples & Samples

Investigation of incidents reported on the global core custody and clearing engines (IC and Secore)
System monitoring and proactive issue resolution
Batch support
Proactive process improvements
Investigate and trouble shoot a wide range of incidents
Aim to resolve all incidents within an acceptable time frame and keep aged tickets (over 60 days) to a minimum
Perform analysis and problem investigation to determine root cause and resolution
Contribute to and communicate with other technology areas on daily system wellness conference calls
Contribute to the teams shift and on call rota
Provide cover on bank holidays on a rotational basis
May include occasional weekend work to support software releases
IBM mainframe environment and associated tools (TSO, ISPF, Change-Man)
COBOL, JCL and VSAM
Incident/Problem management and support processes
Knowledge of Securities Services or asset servicing would also be beneficial but not essential
IBM Mainframe COBOL
IBM CICS
The ability to work in a busy team and liaise with clients and partner systems in a professional manner
To be able to accurately analyse and identify resolutions to problems and prioritise workload according to the greatest need
To demonstrate self-motivation, aptitude and ability to learn new ideas, practices and show determination to achieve goals
To be able to overcome obstacles and maintain a level head in difficult situations and understand the concept of risk and the
Need to mitigate actions to minimise risk

Apps Support Senior Analyst Resume Examples & Samples

A detailed knowledge of all applications pertinent to the role A good knowledge of SWIFT and routing rules within CITI and understanding of structure of MT format messages
A good knowledge of JAVA, Oracle and AIX. Ability to understand and write scripts in either BASH, KSH or PERL
Proactive rather than reactive spoting potential issues before they occur
Ownership of incidents through to resolution and the willingness to get involved in incidents outside his remit
Ability to plan organise and schedule the activities of staff
Ability to prioritise all issues both personel and incident related and deal with efficiently
Desire to learn and understand new techniques
Continual documentation to ensure team is always adequately trained and all issues are logged
Experience of the full development life cycle
Good interpersonal skills and ability to communicate well with a variety of people
Willing to discuss and escalate concerns
Willingness to engage with others
Ability to work and make reasoned decisions under stress and to tight deadlines
Skilled at interviewing and training staff

Apps Support Senior Analyst Resume Examples & Samples

Background of hands-on Equities trading application support, including Market Access and Market Data components
Experience of working with global teams
Experience managing application outages/incidents
The ability to write business friendly incident reports on complex technical issues
3 years’ experience working in a support environment

Apps Support Senior Analyst Resume Examples & Samples

To provide direct application support to the Equities Delta 1 business based on the trading floor in New York
Provide Technical support for the Equities Delta 1 trading applications
Manage application release activity in line with the Production Services Change Management processes
Manage the relationship with development and infrastructure teams
3 - 5 years’ experience working in a front-office support environment
Knowledge and understanding of Equities Delta 1 trading business

Apps Support Senior Analyst Resume Examples & Samples

Understand environment of the business area supported
Understand the business structure and flows
Possess working knowledge of the end-to-end applications supporting the business flow
Interact with employees and managers at all levels
Skilled in appropriate technologies

Apps Support Senior Analyst Resume Examples & Samples

Provide a world class support service to a geographically diverse user base
Strong process awareness and ability to manage incidents, problems and customer escalations
Develop expertise in the relationships between clients, sales and technology teams
Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients
Monitor the quality and impact of implemented processes/initiatives and recommend changes/enhancements if any
Clear understanding of FX trading concepts
Experience in FX eCommerce Client Services or associated Operations group in a high availability / mission critical environment
Previous experience / knowledge of supporting a FX, rates or FI / derivatives trading business preferred but not essential
Understanding of client server architecture preferred but not essential
Experience in data analysis and MIS reporting preferred
Knowledge of foreign languages Japanese/Spanish will be an added advantage
Essential university degree
Experience and/or knowledge of FX eCommerce banking industry is a plus

Apps Support Senior Analyst Resume Examples & Samples

Provide support for a franchise-critical fixed income trade capture system focused on US Treasuries, Sovereign Debt, and Mortgage Backed Securities
Support all aspects of trade and risk flows including trader-sales matching and regulatory reporting
Perform T-0 risk reconciliations for the trading desks
Own and manage the incident response process. Must be able to escalate problems to appropriate technology and business teams while adhering to Service Level Agreements

Apps Support Senior Analyst Resume Examples & Samples

4 - 5 years’ experience working in a support environment – Infrastructure, Development, Production Support
Understanding of Incident/problem/change management methodologies
UNIX Shell/Perl scripting knowledge (Essential)
Windows PowerShell
MS SQL Server knowledge including SQL
Degree level in an IT oriented subject is advantageous

Apps Support Senior Analyst Resume Examples & Samples

Work closely with second level support, development teams, and the GSM business to determine strategy & priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicates progress effectively to all stakeholders
Will act as a team lead when the manager is not available
There is a duty on this team to take ownership of user problems and be proactive when dealing with user issues
Perform appropriate problem solving tasks before passing to another team with previously agreed upon format, logs, etc
Capable of Producing incident reports as necessary, or requesting these from other support teams. Delivering incident reports (from whatever source) to the business
High level understanding of OOP, Event Driving Programing, VBA,.Net Technologies, and WebServices
Experience with project management software such as HP Quality Center, JIRA, TFS or ServiceNow

Apps Support Senior Analyst Resume Examples & Samples

At least 8+ years of relevant experience in Production Support on Unix based applications
Strong and proven record of leadership and supervisory skill
Strong interpersonal communication skills to maintain good relationship among different stakeholders is required
Provides value-added perspective or advice that contributes to the development of new techniques and the improvement of processes and work-flow for the area
Experience in leading and growing a support team will be value-add
Some good track records on leading production support services improvement initiatives
PMP, CITMS, ITIL v3 certification are added advantage

Apps Support Senior Analyst Resume Examples & Samples

Work closely with first level support, development teams, infrastructure teams and any associated business partners
Maintain application availability to business users globally
Manage and resolving issues that arise within the application stack
Manage daily processes ensuring completion to service level agreements
Ensure the stability of the applications by proactively seeking ways of ensuring stability
Performs controlled resolution of incidents and problems including prioritization and escalation to appropriate development groups when appropriate
Liaise with users; business sponsors; and other DEV groups
Provide support to DEV teams to ensure that changes can be placed into production and supported
3 - 5 years of experience working in a support environment
Knowledge of active monitoring tools (i.e. Tivoli, Hawk; Nagios, ITRS, Uptime, etc…) including installation and implementation

Apps Support Senior Analyst Resume Examples & Samples

Support and manage application level infrastructure for wide range of applications globally
Provide outstanding client support for users of the Citi FX Velocity single dealer platform
Work as a bridge between application development teams and infrastructure support teams, to drive platform stability
Active engagement with development and partner support teams to drive a culture of efficiency and operational excellence
Respond to technology events and incidents in a swift and effective manner to maximise service availability
Experience in an application support or development environment
Understanding of distributed computing fundamentals
Technical capability with Windows or Linux OS
Quality orientation with a strong eye for detail
Process driven approach with an appreciation of industry best practice
Detailed-oriented, with strong analytical skills
Develops and maintains effective and positive working relationship with peers and management
Pro-active, organised, thorough and energetic Excellent communicator, presenting to senior management level stakeholders
Good technical knowledge of Linux /Unix/ Windows
Understanding of middleware technologies and their role in real time messaging
Experience and knowledge of databases and data analysis tools such as SQL
Data collection, consolidation, analysis and reporting
Understanding of IP networks + ability to analyze and monitor network traffic
DNS
Scripting (Perl/Bash)
Bachelor degree in IT related subjects or relevant experience

Apps Support Senior Analyst Resume Examples & Samples

Investigate and analyse complex queries escalated by the business
Triage and investigate the multiple applications that interface with Cards applications
Problem management, handling outages and communicating major releases to the business
Incorporate personal knowledge in the development of support tools and efficiencies that will be used by the team for daily or specific events
Liaison with GCT Production Support teams to ensure there are synergies with the GCT Consumer platforms, managing release schedules closely to ensure our teams are full aware and engaged
Ensure that the Cards applications are available and supported in line with the defined system service level agreement
Execute and escalate the TTs IcM and problem management procedure as necessary
Record and document accurately and in a timely manner support activities, which should include support tasks and outages. This information will be used to assist in identifying areas for investing in improvement initiatives
Provide in depth analysis of queries raised by the business, ranging from disbursement issues through to detailed analysis of reporting issues
Identify reoccurring issues and resolve accordingly
Support stability initiatives and work to achieve corporate and Global Production Support goals

Apps Support Senior Analyst Resume Examples & Samples

Understand environment of the business area supported in Custody Clearing & Asset Servicing(CCAS)
Understand the business structure and flows, business terminology in CCAS
Possess strong Mainframe Technical & Analysis skills
Knowledgeable in Microsoft office usage (MSWROD/Excel/Visio etc) in addition to Mainframe technologies. SharePoint knowledge will be an advantage
Good knowledge of mainframe technologies and support experience using COBOL, CICS, DB2, JCL, VSAM
Experience of the Securities Custody Asset Servicing and Settlements industry
Knowledge of SWIFT financial messaging would be an advantage
Working knowledge of debugging tools and monitoring applications; Intertest, IBM Detector, Omegamon
Very good communication skills, both verbal and written, with the ability to understand and produce technical documentation
Strong team player, able to respond under pressure to many demands adhering to aggressive timescales
Has initiative and ability to react to changing priorities
Understand and follow Weekend rota / shift rota

Apps Support Senior Analyst Resume Examples & Samples

Influence the enhancement of the FUTURES trading and prime brokerage services applications
Influence decisions on batch restructuring and system stability through sharing personal experience and views on architecture design
Monitor allocation management and FIX messaging for FUTURES trades while interacting with back office & global exchanges
Create and customize environment metric monitor through Visual Basic macros
Scrape logs and stored procedures when investigating issues
Ensure development code is performing as expected and look for bugs to minimize possible outage impact
7-10 years’ experience working in a support environment
Strong UNIX, SYBASE/ SQL / Windows
Knowledge of Trading/Front office and reporting systems in FX, Rates, Equity or futures business units – specifically systems like FIDESSA, AUTOBAHN or equivalent
Communication skills and escalation methods

Apps Support Senior Analyst Resume Examples & Samples

Day to day technical support of the FX Trading applications globally, trade floor system expertise and critical business function support
Provide analytical and technical expertise within the team, to development colleagues and business
Support of offsite local trader disaster recovery and application platform disaster recovery testing
Understand and troubleshoot complex business and financial products and queries
Cover rotating shift pattern as part of a team, as well as weekend on-call coverage on a rota basis
Provide Senior expertise within the team, coaching and mentoring
Business knowledge/ understanding of financial markets and products specially FX business
Previous experience of electronic markets
Derivatives expertise
FX Support experience
Good UNIX (Solaris/Linux) and Windows server knowledge and practical usage. (Able to navigate the system and know the core administration functions)
Good Oracle, SQL Server knowledge and practical usage. (Able to create ad hoc SQL queries)
Good all-round PC skills. (I.e. Windows OS / Networks / General Hardware)

Apps Support Senior Analyst Resume Examples & Samples

5+ years’ work experience in technical production support roles preferably within a large scale, global financial services organization
Prior experience in large scale enterprise application support, capacity planning, optimization, re-engineering, performance fine tuning and cost optimization
Demonstrate accountability, leadership, independent initiatives and willingness to lead and work with teams across multiple locations and time-zones
Managing multiple applications establishing ITIL best practices processes and procedures
Ability to manage change and release implementation, review and sign off on the all application related changes and ensure all the changes are deployment within the timeline and post implementation validation are performed
Experience in leading staff in a production support group in a high availability / mission critical environment
Bachelor's degree in computer science/computer engineering or equivalent
Support or Development experience primarily in UNIX systems with AIX, MQ, oracle, java, SQL, NDM and WebSphere
Manage and own application change and release process
Experience in Webphere architecture and business objects
Basic networking knowledge ( load balancers, network protocols)
Experience in Autosys job scheduling and setup
Experience writing scripts using Unix shell, database queries, generating capacity and performance reports
Working in multiple application support model is preferred
Software engineering and change management
Understanding of client server architecture (clustered and non-clustered

Apps Support Senior Analyst Resume Examples & Samples

Perform a lead role in problem management and resolution for Citi Global Trust Application/Platform
Own the end-to-end resolution of application incident tickets and requests
Ensure the availability of applications for the client
Help maintain and support applications and their operating environments, focusing on stability, quality, and functionality against Service Level agreements (SLA’s)
Assess risk and impact of production issues and escalate to business and technology management in a timely manner
Partner with business and technology counterparts building trust and forging relationships
Responsible for overall project management, tracking, reporting on key application and platform-related projects
Analyze application data, extract data for business intelligence and reporting purposes
Provide regular application metrics reporting on key items such as: number of incident tickets opened/closed, root cause analysis, aging analysis
BA or BSc in Computer Science or related field
Required: Extensive knowledge and experience in Oracle PL/SQL programming
Required: Expertise in Java programming
Preferred: Expertise in Adobe/ Flex
Preferred: Expertise in TIBCO workflow engine
Preferred: Expertise in Troubleshooting application issues on Websphere application server
Preferred: Expertise in Troubleshooting application issues on IBM HTTP Web server
Preferred: Expertise in Business Objects reporting
Understand the technical solutions and implications to all issues
Perform lead role in the resolution of all major system outages and the communication and escalation to all related parties
Coordinate/Responsible for problem management review and post-mortems
Recognize interdependencies between applications to ensure accurate root cause analysis
Ensure quality and control is maintained within the production platform
Ensure critical outstanding issues are tracked to closure
Preferred: knowledge of trust marketplace - administration, accounting, reporting, etc…
Demonstrate understanding of business terminology
Participate in business review meetings, relating technology tools/strategy to the business requirement
Communicate on various levels including business/front-office users, development team, support teams, management
Possess effective written and interpersonal skills that clearly articulate(s) the performance of the application
Build relationships with key counterparts such as business end-users and various technology teams such as infrastructure, networking, etc…

Apps Support Senior Analyst Resume Examples & Samples

Script development includes design, development, unit and integration testing, deployment planning, and post-production
Follow through to ensure each problem is resolved according to SLA
Effectively communicate issues and status updates with business teams, partner teams, and the application development

Apps Support Senior Analyst Resume Examples & Samples

Experience of supporting Test/Production IBM mainframe applications
Knowledge of complex platform testing
Experience of HP Quality Centre
Technical Skillsets
IBM Skills required (minimum 3 years experience)
TSO, CICS, DB2, MQ, VSAM, JCL
IBM skills that would be useful
TWS, COBOL, IBM Assembler,NDM, Changeman ZMF

Apps Support Senior Analyst Resume Examples & Samples

To provide technical support to the business support team for all issues that are software related and for all business issues that will take longer than 30 minutes to resolve
To onboard new systems for support
Background of technical skills such as UNIX, PERL, SQL or scripting (not necessarily in a recent role)
Knowledge/working experience in vbs, perl or bash scripting

Apps Support Senior Analyst Resume Examples & Samples

Primary focus areas will include promoting stability and quality of support services in line with our regional strategy and technology management policies, as well as day to day operation and oversight for the various applications operating in the region and globally
This role forms part of the Global Messaging & Exchange L2 team and is a suport analysts role within GPRCT based in Belfast, UK
This role will attend and respond to compliance, audit or BAU production issues related to business as usual (BAU) functions
Act as a local escalation point for team members and assist with resolution of critical incidents
Ensure that all IPC processes are adhered to
Able to analyse complex problems / situations and to propose simple solutions
Communicate complex technical issues to business users in a language they understand
Manage a workload which is subject to changing priorities and demands
Promote effective knowledge management across the wider L2 Production Support Teams
Help to define, record and execute application disaster recovery plans and procedures
Collaborate effectively with cross functional stakeholders, sharing information and knowledge effectively Business Knowledge
Learn the fundamentals of the supported business areas
Effectively communicate and interact with infrastructure and supporting technology groups across a distributed WinTel or Unix/Linux environment to drive problem resolution and service levels
Work closely with 1st level support teams and work as part of the 2nd level support team to ensure team is meeting the business’ requirements
Effectively communicate issues and status updates with business users, development teams and Regional and/or Global Support Leads within EMEA and/or GPRCT Production Services
10 years + experience working in a support environment
Experience in supporting a Production Support or Operations group in a high availability / mission critical environment
Strong knowledge in ITIL practices in the area of Incident, Release, and Change and Problem management
Financial Markets background, preferebably in relation to Core banking, Cash management, Loans & Deposits in product management, operations or technology is preferred
Experience using Service Now or other similar issue tracking system
Leadership skills: individual leadership, change leadership, mentorship, motivation, coaching and development, and the ability to galvanize the support of others where possible
Tact, discretion and diplomacy
Experience working within an on-shore/off-shore support environment
ITIL V3 Certification

Apps Support Senior Analyst Resume Examples & Samples

The automation of manual release processes
Driving the integration of uDeploy with other key toolsets
Defining and refining onboarding process
MIS around uDeploy roll out
Execute application deployments - including automation of manual steps
Liaise with multiple global technology teams (Developers, SA's, DBA's, Support, Infrastructure etc.) to ensure smooth, efficient and consistent delivery of application releases into test and production environments
Provide analytical, technical and 'best practice' expertise to the team
Streamline the application release process
Have the aptitude to understand the relationships between interdependent systems
Interact with peers and management at all levels
Have the aptitude and desire to provide a world class support service to a geographically diverse user base
Be able to communicate complex technical issues to development est and business users in a language they understand
Be able to manage a workload which is subject to changing priorities and demands
Have the ability to logically analyze problems and propose solutions
Demonstrable technical acumen on a specific platform or architecture

Apps Support Senior Analyst Resume Examples & Samples

Management of working relationships with internal (House) and external clients
Influence the enhancement of the FUTURES trading and prime brokerage services applications through ownership of the Stability/efficiency BoW
Influence decisions on batch restructuring and system stability through sharing personal experience/knowledge and views on architecture design and implementation
Analysis of server logs and DB stored procedures when investigating issues
Ensure development code is performing as expected and identify bugs through problem analysis to minimize possible outage impact
Provide escalation and detailed reports on daily/ weekly issues
8-12 years’ experience working in a support environment
Understanding of Incident and Problem Management methodologies
Experience using call/ticketing software and management of work queues
Strong UNIX, Windows, Oracle/SYBASE/SQL and networking
Familiarity with software releases and batch processing
Familiarity with ITRS

Apps Support Senior Analyst Resume Examples & Samples

Act as primary in-country ICG Technology project manager
Regularly backup One Technology Head
Participate in ICG Technology budgeting, allocation and financial management processes
Participate in ICG Technology Vendor management
Evaluate new regulations; work with local regulators and governmental organizations to define development approach and implementation
Compliance checks (MCA) for Application Technology team
Coordinate Flexcube enchantments and troubleshooting for Ukraine
Perform various bank Software systems release / upgrade implementations including planning, testing and installation on production environment in compliance with Citi policies and standards
Support business applications in tight cooperation with local, regional support teams and third party suppliers
Report all errors / failures to Technology and Business management and contribute to solving the issues
Provide Citibank Ukraine staff with support on ICG Technology related issues and provide training to users where necessary
Perform other ICG Technology related duties by special assignments
One year of technology projects management experience
Three or more years of experience in applications support or software development, in banks as a plus
Good knowledge of local Banking system applications and environment specifics
Good understanding of ICG business
Advanced IT skills
Leadership skills; coaching and training abilities
Fluent Ukrainian, Russian
Strong English
Microsoft/Oracle certification is highly preferred

Apps Support Senior Analyst Resume Examples & Samples

Provide support for a franchise-critical OTC derivative Products Processing Platform (Oasys)
Define and Drive Stability initiatives in OTC Product Processing platform to reduce the outages that impacts business, batch failure reductions, SLA adherence, governance of success rate and KPI Management
Support all aspects of Product Processor features like Trade Capture, Settlement, Payments, and regulatory reporting
Application monitoring as well as the underlying infrastructure and identify and lose the monitoring gaps
Understanding of IPC (Incident, Problem, Change) management methodologies
Experience with trouble ticketing software
In depth knowledge of Product Processer
Exposure to various regulatory obligations in APAC region (not limited to Singapore)

Assistant VP, Apps Support Senior Analyst Resume Examples & Samples

Microsoft Office (Excel expertise with Pivot tables/vLook-ups required, Access, Word, PowerPoint, Project)
Experience with any Change Release and/or Deployment tools. (Ex: Subversion, TFS, Dimensions, STAT)
Minimum of 2 years technical experience with any IT infrastructure, Development (html etc), and/or Operations Batch scheduling tools
Strong written and oral communication, interpersonal and organizational skills
Ability to work on multiple tasks simultaneously in high-pressure environment and frequently reprioritize
Experience supporting Change and/or Configuration Management Control processes, being the main interface with external departments such as Development, Database, Security and System Administrators
Information Technology Infrastructure Library (ITIL) Foundation or Intermediate (Capability - Release, Control and Validation) Certification is preferred

Apps Support Senior Analyst Resume Examples & Samples

Provide Engineering expertise and capabilities, along with expert level 3 support for the TIBCO EMS, Weblogic and WebSphere application Server, Gemfire platform and Geneva CoE environments
Partner with application support and development teams that utilize these platforms
Design, document, maintain product installation and support procedures
Engage in capacity planning discussions, forecasts, solutions
Work closely with application development technicians to design solutions and resolve issues
Work closely with CATE engineering team and maintain and upgrade platforms as recommend by CATE team
Develop/Deliver automation and resiliency solutions to Shared Technology environments ensuring optimum performance, availability, security, integrity, and capacity
5+ Years of infrastructure engineering experience with building, supporting, and maintaining various Middleware products like TIBCO EM, Websphere and WebLogic, Gemfire and Geneva Portfolio accounting systems
7+ Years of experience administering, implementing, and supporting other middleware infrastructure products and web application servers on Unix and/or Linux platforms which include one or more of the following products
TIBCO Enterprise Messaging system(EMS) – Strong familiarity with fault tolerant and
WebLogic and Websphere Application Server (WAS)
Gemfire vFabric framework

Apps Support Senior Analyst Resume Examples & Samples

Support all aspects of Derivatives trade and risk flows including trader-sales matching, Markitwire, SDR reporting
Perform T+0 risk reconciliations for the USD Swaps desk
Own and manage the incident response process. Must be able to escalate problems to appropriate technology and business teams, while adhering to Service Level Agreements
Perform post release testing after application releases and infrastructure updates
Previous experience of providing support of Trade Capture and Risk Management systems and trader communities within Credit and Rates Flow Derivatives
Previous experience of electronic markets and straight through processing
Good understanding of, Credit Default Swaps, US Treasuries and Interest Rate Swaps, in particular risk calculations
Experience with Markitwire and Swap Execution Facilities (SEFs)
Experience with real-time monitoring systems such as ITRS Netagent
Extensive Sybase SQL knowledge and practical usage. (Able to create ad hoc SQL queries)
Job scheduling tool such as Autosys
Good all-round PC skills. (Windows OS / Networks / General Hardware)
Able to deal and thrive in a fast paced pressured environment
Issue tracking and reporting using tools such as JIRA

Apps Support Senior Analyst Resume Examples & Samples

Financial Markets background, preferebably in relation to Core banking, Cash management, Funds Transfer in product management, operations or technology is preferred
Extensive years of experience working in an IBM Mainframe MVS/zOS environment
Strong understanding of the CICS environment
Experience of tools such as Intertest, Abendaid, Fileaid
Experience of Changeman ZMF

Apps Support Senior Analyst Resume Examples & Samples

To provide direct application support to the Prime Finance businesses based on the trading floor in New York
To monitor and maintain platform stability during all business hours (7am to 7pm on a shift basis)
Required Skills/Background
Knowledge of Prime Brokerage and/or Securities Lending will be an advantage
The successful candidate will be required to communicate with disparate technology and business groups in other countries/regions/time-zones on a regular basis, therefore excellent communication skills and cultural awareness are essential
1 - 3 years experience working in a support environment

Apps Support Senior Analyst Resume Examples & Samples

Extensive years of experience supporting a live ION Trading environment
Strong experience providing technical support for Fixed Income Desks within an Investment Bank (NOT desktop support)
Unix/Linux knowledge and practical usage (Able to navigate the system and know the core administration functions)
Strong analytical skills with attention to detail

Apps Support Senior Analyst Resume Examples & Samples

First point of contact for problem identification and resolution on the Core Banking & Loans application suite for our branches in North America and Latin America
Monitor the system processes during early morning shifts and throughout the day
Satisfy problem solving requirements for the tickets assigned, with minimal supervision, to meet users expectations
Provide cover on bank holidays on a rotational basis and on-call support on a rotational basis
Experience on UNIX operating system and shell scripting
Preference will be given to candidates with experience on Flexcube Core Banking & Loans
Desirable - Core Banking & Loans or Financial Industry knowledge
Crisis management experience – Critical Incident Management/Application Failover/Disaster Recovery

Apps Support Senior Analyst Resume Examples & Samples

Design, document and develop front line support tools for the Global Futures Production Services team with a focus on improving process/software start-up/shut-down procedures, improved archiving/purging routines and mechanisms as well as development/improvement of automated checkout scripts
Management of working relationships with internal (House) and external clients and traders
Influence the enhancement of the applications through efficient problem management and coordination with development on Stability/efficiency Book-Of-Work items
Influence decisions on batch and system stability through sharing personal experience/knowledge and views on architecture design and implementation
Monitor allocation management and FIX messaging for FUTURES trades while interacting with back office and global exchanges
Extensive years of experience providing support in an IB environment
Strong technical knowledge of UNIX (Solaris/Linux), Windows, Oracle/SYBASE/SQL and networking
Familiarity and experience of deploying, configuring ITRS incl. custom toolkits
Level 2/3 knowledge of Trading/Front office and reporting systems in Futures, Rates or FX business units – specifically experience with systems such as FIDESSA or GLTrade or equivalent
Strong communication skills and escalation methods

Apps Support Senior Analyst Resume Examples & Samples

Day to day desk support to the front office traders, including trouble shooting and analysis for problems reported and tracking through to permanent resolution
Support and manage application level infrastructure for FX Derivatives applications
Responding to monitoring alerts in same way as for issues raised by trading desk
Experience in an application support or development environment for front office functions, ideally in a Derivatives sphere
Detail-oriented, with strong analytical skills
Pro-active, organised, thorough and energetic with ability to work independently in taking issues to closure
Excellent communicator, presenting to senior management level stakeholders

Apps Support Senior Analyst Resume Examples & Samples

Provide support for mission-critical Cross Product Trade Capture system
Support all aspects of Fixed Income Trade and Risk flows including Trader-Sales matching
Perform Start of day checks, continuous monitoring, and regional handover at EOD
Perform T+0 risk reconciliations for Rates, Credit and GSM desks
Act as a liaison between business users (Trading/Sales/Middle Office),various internal technology groups and vendors
Participate in application release cycle - from raising requests to development, UAT and deployments into Production
Perform post Deployment testing after application releases and infrastructure updates
2 - 5 years’ experience working in a support environment
Previous Experience of providing support for Trade Capture / Risk Management systems
Knowledge of Electronic and Allocation Platforms
Experience with monitoring tools

Apps Support Senior Analyst Resume Examples & Samples

Manage major incidents that impact Citi’s clients and internal users to restore service in a timely manner
Manage communication to seniors about major incidents
Work closely the problem management process to ensure follow up actions are accurately recorded
Minimum 8+ years’ experience in running incidents/situations/crisis events in a large, complex enterprise environment
Good amount of experience interacting with a demanding customer focused service delivery organization
10+ years of experience with IT process related industry best practice service delivery framework and IT service management standards
Solid understanding of ITIL method and demonstrated proficiency in the ITIL v3 framework
Strong "command and control” presence
Industry recognized trouble shooting method, to be able to ask the right questions
Good spoken and written English
Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprise
Working Knowledge of the Microsoft Office suite
University graduate or Master’s degree preferred

Apps Support Senior Analyst Resume Examples & Samples

Ensure all issues are tracked and work closely with business development managers to prioritize resolution
Experience in FX eCommerce Client Services or associated Operations group in a high availability/mission critical environment
Previous experience/knowledge of supporting a FX, Rates or FI/Derivatives trading business is preferred but not essential
Experience in data analysis and MIS reporting is preferred

Apps Support Senior Analyst Resume Examples & Samples

Promote effective knowledge management across the Global Production Support Teams
Effectively communicate and interact with infrastructure and supporting technology groups across a distributed Unix/Linux environment to drive problem resolution and service levels
Effectively communicate issues and status updates with business users, development teams and Support Lead
5 years + experience working in a support environment
Leadership skills: individual leadership
Exceptional strategic analysis, problem solving, issue resolution and decision making skills

Apps Support Senior Analyst Resume Examples & Samples

Knowledge of rates and credit derivatives business
Strong client facing skills, both verbal and written
Ability to communicate appropriately to relevant stakeholders (Trading/MO, Development/Support)
Great team builder and team player
Ability to thrive in a fast paced pressured environment
5+ years’ experience working in a front office support environment
Business knowledge/ understanding of financial markets and products, particularly Credit and Rates Derivatives Flow
Extensive Oracle SQL knowledge and practical usage. (Able to create ad hoc SQL queries)
Basic knowledge of Dodd Frank regulatory reform in the derivatives space
Job scheduling tool such (e.g. Autosys)

Jpn-csj-apps Support Senior Analyst Resume Examples & Samples

This role is to provide hands-on technical support, answer queries via phone, e-mail and in person
There will be a need to have regular communication with Tokyo Production Support team
Follow thru to ensure each problem is resolved according to SLA
Effectively communicate issues and status updates with business users, IT management, and development teams
Liaise with users; business sponsors; and other groups – both internal and external of Citi
Work closely with development teams, and the business to for ensuring the team is meeting the business’ requirements
Take ownership of user problems and be proactive when dealing with user issues
Perform appropriate problem solving tasks before passing to another team with prior-agreed format, logs, etc
When dealing with major incidents, the specialist is expected to make key recommendations based on his / her knowledge of the systems and the business
Take part in the change control process to ensure any releases into production systems are carefully tested and reviewed; handover documentations are adequate and verified
3-5 years’ experience in a production support role within an Investment Banking environment
Understanding of incident and problem management methodologies
Experience using call/ticketing software and exposure to ITIL methodologies around Change, Incident and Problem management
Knowledge of Equities front/middle/ back office processes and technology
Desirable – Knowledge about portfolio and risk management
Engineering Degree

Apps Support Senior Analyst Resume Examples & Samples

Implement, maintain monitoring architecture
Transform monitoring data into actionable business intelligence via data visualizations and dashboards
Able to analyze complex data management problems and propose simple solutions
Maintain knowledge base, blogs, and online documentation
Ensure staff is trained on the use of Monitoring Tools and Services
Engineer scripts/programs/events to collect monitoring data
Ensure appropriate monitoring and alerting processes are in place for Test and Production environments
Implement changes/upgrades to monitoring infrastructure
Collaborate effectively with cross functional stakeholders, sharing information and knowledge effectively
At least 5 years' experience in implementing monitoring and data analytics systems
At least 3 years' experience with managing and implementing monitoring projects in large scale enterprise environments
At least 3 years' experience with technology evaluation, comparison and selection
Demonstrates accountability, leadership, independent initiatives and willingness to lead and work with teams across multiple locations and time-zones
Flexible and able to manage time effectively
Preferred experience in banking industry
University degree or equivalent work experience in the field of Computer Science, Information Systems, Computer Engineering or other related field
5-7 years IT experience with Tealeaf, Webtrends
5-7 years experience with implementation of monitoring to measure web transactions and response times using tools like Tealeaf, Webtrends, HP QC, QTP
3-5 experience writing shell scripts, database queries, generating capacity and performance reports
Exposure to working with UNIX, Windows and Linux in enterprise environments
Certification in project Management or ITIl is preferred

Apps Support Senior Analyst Resume Examples & Samples

Alert Management (through the development of bespoke application monitoring)
Special projects (around Continuity of Business/Disaster Recovery, MIS Reporting, Automation, Server Migrations,
3 – 5 years’ experience working in a support environment
Experience in a leadership role
Experience of supporting traders trading applications from a face to face or remote perspective (NOT desktop support)

Apps Support Senior Analyst Resume Examples & Samples

Ensure incident and problem management, change management and request fulfillment on behalf of customers are carried out to the best levels possible
Understanding and documenting business requirements and effectively communicating to the Development teams
Project based work to promote the continual development of the technology workflows. These will be based around Risk, Pricing, Customer quoting, Inter-dealer quoting, Trade Flow Analysis, Monitoring and Market view platform architecture
Diagnosis and resolution of trade floor client issues and escalation of problems to the appropriate development teams, using the standard problem management tools (ServiceNow)
Liaise with other technical support services (i.e. UNIX system administrators, PC desktop, corporate network and market data support teams) to maintain interfaces with the e-trading platforms and other corporate systems
Application Support Experience
Unix/Linux knowledge and practical usage. (Able to navigate the system and know the core administration functions). )
Sybase SQL knowledge and practical usage. (Able to create adhoc SQL queries)
Challenge/Personality. To be able to deal and thrive in a fast paced pressured environment

Apps Support Senior Analyst Resume Examples & Samples

Extensive years of Java development experience
Data Oriented with an excellent attention to detail and possessing excellent communication skills
Full understanding of standard SDLC and Agile Development Methodologies
Experience in CORE JAVA and J2EE technologies like, JMS, JSP, Servlets, Spring
Experience in creating the design of shared technical frameworks
Experience in financial sector, specifically with product reference data applications
Proficient in Oracle/Sybase RDBMS
Experience in continuous Integration
Experience in Java Design Patterns
Experience using Stash/Bit bucket

Apps Support Senior Analyst Resume Examples & Samples

This role forms part of the Global World Link L2 team and is a senior analysts role within GPRCT based in Irving, Texas
Promote effective knowledge management across the Global World Link Production Support Teams
Effectively communicate issues and status updates with business users, development teams and Global Support Lead of World Link Production Services
Financial Markets Packground, preferebably in relation to Core banking, Cash management, Loans & Deposits in product management, operations or technology is preferred

Apps Support Senior Analyst Resume Examples & Samples

Working closely with business support, to support Equities Risk business, which includes in-depth knowledge on Global Equities Markets as well as RISK environment
Tracking of issues from starting till close and reporting .Work on L1/L2 tasks for Equity Risk environment
Work on daily incidents as well as recurring problems on the system
Server migration/management as well
Exposure to both Unix as well as Windows based applications
Working with distinctive job schedulers on the Windows and Unix/Linux platforms, e.g. Autosys
Risk Batch Jobs management
Working on ITRS setup for better and improved monitoring to be handed over to monitoring team
Creating/modifying/updating SQL statements/stored procs/etc (both Sybase as well as MSSQL)
Actively maintenance of applications and hardware monitoring
Change management – creating changes, making PROD changes and performing checkouts
Work for COB, UA Testing, market connectivity testing, etc
Develop automated scripts for SOD/EOD/Release, checkouts, etc
Liaise with traders on floor to correct their common issues
Access management – helping traders with their access as well as application setups
Looking in-depth into application logs/DBs/configuration/application files to find the exact root cause of issues
Exposure to scripting language like Shell scripting as well as Perl
Exposure to actual trade flows and real time market Risks
Coordinating and development and end users to help resolved new requirements as well as existing bugs
Working, automating and modifying ServiceManagement Tool (incident/change/problem management tool)
Keep track of production incidents and track the problems and procedures, etc
Business support, which helps get exposure to business side of what technology actually supports
Manage and assist Outages, whenever required
2 - 3 years’ of shell scripting, SQL experience
Perl/scripting language and / or Java - non essential
Strong knowledge of Microsoft based operating systems
Experience using/troubleshooting Office with emphasis on Word, Excel and PowerPoint

Apps Support Senior Analyst Resume Examples & Samples

Support all aspects of Rates Derivatives trade and risk flows including trader-sales matching, Markitwire, SDR reporting
Own and manage the incident response process. Must be able to escalate problems to appropriate technology and business teams, while adhering to Service
Good Oracle knowledge and practical usage. (Able to create ad hoc SQL queries)
Proven experience of Rates Derivatives product, trade entry, trade lifecycle, and risk flow support
Business knowledge/ understanding of financial markets and products specially Fixed Income business

Apps Support Senior Analyst Resume Examples & Samples

This role forms part of the GPRCT team and is a support analysts role within GPRCT based in Belfast, UK
Effectively communicate and interact with infrastructure and supporting technology groups across a distributed Wintel or Unix/Linux environment to drive problem resolution and service levels
Financial Markets background, preferably in relation to Core banking, Cash management, Loans and Deposits in product management, operations or technology is preferred

Apps Support Senior Analyst Resume Examples & Samples

To provide direct application support to the Prime Finance businesses globally
Knowledge of Prime Brokerage and/or Fixed Income will be an advantage
Extensive years experience working in a support environment

Apps Support Senior Analyst Resume Examples & Samples

Quick to analyse data/code/logs and identify the issue
C#.Net
Batch scripting
Database performance and tuning

Apps Support Senior Analyst Resume Examples & Samples

Provide production support for high profile, high availability Oracle databases using RAC
Monitor and address database alerts/issues, capacity constraints, and performance related items
Manage DataGuard replication and physical standby for Disaster recovery
Fully analyze performance issues in most critical Oracle databases
Identify tuning opportunities, implement improvements and advise developers on SQL tuning options
Interact with application developers and support teams to troubleshoot and resolve issues
Support activity monitoring and audit requirements using FortiDB, Oracle Native Audit etc
Manage patching and upgrades
7+ years’ experience supporting Oracle databases in an enterprise environment
Working knowledge of RAC, DataGuard, Native Audit and other standard tools
Experience working with in-house developers and application support teams for complex applications
Ability to work quickly and accurately under pressure in a time-is-money environment
Practical Unix/Linux experience
Display a flexible work attitude
Interest in taking on new technologies such as KDB

Apps Support Senior Analyst Resume Examples & Samples

Effectively communicate issues and status updates with business users, technology support teams and development teams
Background of technical skills such as UNIX, SQL (Microsoft SQL Server, Sybase, Oracle) or scripting (not necessarily in a recent role)
Knowledge and experience in Geneos monitoring solutions
Knowledge of Prime Brokerage and/or Agency/Securities Lending will be an advantage
Understanding of problem, change, and release management methodologies
Knowledge/experience of problem, change, and release management tools
Knowledge / working experience of ITRS Geneos Active Console

Apps Support Senior Analyst Resume Examples & Samples

Extensive years of work experience in technical production support roles preferably within a large scale, global financial services organization
Support or Development experience primarily in UNIX systems with AIX, MQ, oracle, java, SQL, NDM and Web Sphere
Experience in Web sphere architecture and business objects

Apps Support Senior Analyst Resume Examples & Samples

This role forms part of the CCTL EMEA L2 team and is a support analyst role based in Belfast, UK
Promote effective knowledge management across the wider CCTL L2 Production Support Teams
Effectively communicate issues and status updates with business users, development teams and Global Support Lead
Financial Markets Packground, preferably in relation to Core banking, Cash management, Loans and Deposits in product management, operations or technology is preferred
Strong Technical skills in XML, XSD, XSLT and XPATH
Strong Technical understanding of IBM Weblogic

Apps Support Senior Analyst Resume Examples & Samples

Provide coverage for CORE technologies: AREA51, Trading Controls, QPS+, DNA Services
Develop and implement support strategy for front office support teams that saves costs, create efficiencies, better businesses processes etc
Contribute to global strategy for Technology Operations with counterparts in Asia and North America. Driving operating strategy to reduce operational risk and drive efficiency across Markets
Managing relationships with downstream systems and teams l
Ensure incident and problem management, change management and request fulfilment on behalf of customers are carried out to the best levels possible. Conduct thematic analysis of prior incidents to identify and report service improvement requirements
Manage and drive stability and efficiency books of work for the department
Understanding and documenting business requirements, proposing solutions to meet the business needs, managing the implementation of the solution, weighing priorities, managing client expectations, and resolving any issues that might arise
Reporting to steering committees and senior project stakeholders
Excellent communication and internal customer management skills. Excellent technology strategy skills. Ability to define a technology strategy in partnership with other technology leaders and win broad support for the strategy
FORT Resiliency Testing for all managed applications
Extensive years of experience in working in a support environment
Experience of 1st and 2nd Line support of trading applications
Unix/Linux knowledge and practical usage. (Able to navigate the system and know the core administration functions)
Ability to plan and organise workload

Apps Support Senior Analyst Resume Examples & Samples

Customize and engineer Web technologies to meet the bank's requirements for Web solutions. Examples include engineering builds for IIS Web Server, Windows Application Server and SQL Database
Manage the end-to-end systems development lifecycle of specific Web solution engineering projects
Help define best practice guidelines for Web solution deployment and usage ensuring all designs meet enterprise requirements for scalability, performance, resiliency, security, and manageability
Help develop firm wide strategy, standards and roadmaps for Web products
Work with internal customers in clearly defining and documenting technical and business requirements for Web solution engineering projects
Work with project management resources in providing detailed timelines for project deliverables
Provide regular detailed management status reports on engineering projects and activities
Help performance testing team to fine tune components like .net, JVM, GC, Java Stack and JMS
Deliver detailed documentation (Statements of Work, Technical Designs, User Guides, Test Plans/ Results) for each project / activity
Ensure solutions developed are suited for large scale production deployment
Prepare run books for Production Implementation and conduct knowledge sharing sessions with support organization on implementations
Accountable for planning and project coordination necessary to implement software changes/enhancements impacting the platform vs. customization
Develop project plans with detailed breakdown of activities and milestones demonstrating an understanding of the projects’ interdependencies and key participants, and identifying staffing needs for training, and implementation
Provides in-depth and sophisticated analysis with interpretive thinking to define problems and develop innovative solutions
Minimum 8+ yrs experience in a Web operational or engineering role with hands-on technical experience as a Sr. Web administrator/engineer of .Net technologies
5+ years of experience on Windows 2008/2012
Comprehensive understanding of the architecture and features of Web Servers and Web Application Servers
Experience of using best-of-breed Web monitoring and security tools
Windows 2008/2012 Administration
.NET Application Support on IIS 7.5 and IIS 8.0
Demonstrate good understanding of an engineering process/methodology
Good understanding of Load Balancing and Applications running in Web farm
Working Knowledge of Iplanet, IHS Web Server, BO, Tibco, Abinitio
Experience with DNS/DHCP/SCCM/SCOM
Good understanding Microsoft SQL/Oracle database
Good knowledge of Powershell Scripting
Ability to collaborate in a global matrix managed organization

Apps Support Senior Analyst Resume Examples & Samples

Robust experience on Oracle Flexcube Product (Minimum 5 years hands on Flexcube Corporate Banking)
Proven experience in Core Banking business
Oracle Flexcube \ Core Banking
TIBCO
Working in a follow the sun production support model

Apps Support Senior Analyst Resume Examples & Samples

Provide outstanding client support for traders on the trading floor across multiple desks such as local markets rates, corporates, banks etc
Pro-active, organized, thorough and energetic Excellent communicator, presenting to senior management level stakeholders
Additional Skills (preferable)

Apps Support Senior Analyst Resume Examples & Samples

Partner with Application Developers to provide Operational Support for the Pricing and Risk Management Platforms
Experience in an FX application support or development environment
Linux expertise
Linux (RedHat or other major distro)
Middleware (Tibco RV/EMS or Solace)
Time series database e.g. KDB
Oracle/MSSql
Scripting tools bash, perl or python
Ability to debug at code level (java)
Monitoring tools (ITRS)
Understanding of IP networks
Familiarity with configuration management and build tools (svn/jenkins)

Apps Support Senior Analyst Resume Examples & Samples

Work closely with trading personnel to resolve issues, answer questions, relay feature requests and provide the best trading experience possible
Troubleshooting complex trading and system related issues, including log mining and correlation
Monitor system components
Identify opportunities for improvement or automation of applications, processes and procedures, and write scripts, code or documentation to resolve
Work quickly and accurately, and maintain a level head in a high pressure environment
Build relationships with exchange personnel to assist in trouble shooting as well as to understand exchange side initiatives and best position CITI to respond to changes
4+ Years each supporting Windows servers, and Linux or Unix
4+ Years in a support role in a complex enterprise environment
2+ Years working experience supporting internal or external “customers”
Bachelor’s degree or equivalent experience in an IT related field
SQL Scripting experience
Oracle DB administration experience

Apps Support Senior Analyst Resume Examples & Samples

Working closely with business support, to support Muni business, which includes in-depth knowledge on Muni Markets
Tracking of issues from starting till close and reporting .Work on L1/L2 tasks for Muni environment
Muni Batch Jobs management
Creating/modifying/updating SQL statements/stored procs/etc (both Oracle as well as MSSQL)
Exposure to scripting language like Shell scripting and Java
Exposure to actual trade flows and real time Muni markets
Working, automating and modifying ServiceManagement Tool(incident/change/problem management tool)

Apps Support Senior Analyst Resume Examples & Samples

Provide support for mission-critical X-ASSET applications which interact with all the FO eTrading applications
Act as a liaison between various internal technology groups and vendors
Participate in Citi wide Application fail over functionality
Support Batch processes via Autosys

Apps Support Senior Analyst Resume Examples & Samples

Establishing the capabilities to resolve the incident and restore service as rapidly as possible and driving all activities related to resolving the issue
Ensuring that the appropriate communications are sent to senior management and other stake holders, keeping them advised of the incident resolution progress and of the client impact
Making decisions required to reduce client impact
Facilitating and managing incidents
Scheduling and facilitating Reconvene meetings
Incident Reviews to improve and ensure accuracy
Creating, updating, and improving procedures such as Knowledge Based Articles (KBA)
Enterprise incident management experience across several IT disciplines
A fundamental understanding of Citi’s lines of business with a primary focus of the institutional clients group / markets
Knowledge of transactional banking preferred
Payments, wire transactions, and ACH
Statement Processing
Letters of Credit
Third Party Custody
Commercial Banking / cards
Knowledge and experience working with a wide-range of enterprise technologies, including but not limited to
Distributed services (UNIX, LINUX, Windows, AS400, etc…),
SQL and Oracle database architecture
Network infrastructure including but not limited to switches, routers, load balancers, etc…
Telephony infrastructure, VoIP, TCP/IP, SONET, PBX, ACD, etc…
Mainframe hardware and platforms
Middleware (message queues, ESBs)
Storage (EMC, IBM, Hitachi, etc…), cloud-based file sharing, deduplication
Proxy servers, web architecture and various virtualization infrastructure
Security operations, intrusion detection, firewalls, Single Sign On (SSO)
Enterprise Service Management (ESM) platforms such as ServiceNow
Shift Oriented resulting in work across one or more shifts in a 24x7x365 operational team
Drive all incidents globally until resolved using “Command & Control” methodology
Manage support teams to address and resolve outages
Help manage escalation notification and rapid communications to all senior executives and stakeholders across the company
Collaborate with local, regional, and global incident management (IcM) teams to share knowledge of people, process, and technology
Ensure all Incidents are accurately documented within ServiceNow records
Continuous process improvement while increasing service quality
Proactively identify opportunities for improving Incident Management process “Faster, Better, Cheaper”
Help establish, foster, and grow relationships with global business and technology organizations
Increase technology, business unit, and organizational knowledge year over year
Help build close relationships with Service Assurance teams such as Problem Management
Leadership – Capacity, Capability, and Competency (“Leaders inspire other to take action”)
Maintaining a professional demeanor and attitude while being assertive
Ability and confidence to act with decisiveness on critical decisions
Exercise influence over a wide range of individuals at all levels of technical & business leadership
Ability to multi-task and make sound judgments in a fast-paced, high stress environment
Ability to challenge information if the response does not fit the situation
Excellent telephone, oral communication skills, strong verbal and written English
Strong interpersonal & relationship building
Ability to learn and develop quickly
5 + years running incidents / situations / crisis events in a large, complex enterprise environment
5-8 years technical experience – preferably in leadership or a Subject Matter Expert (SME) contributor role in an application support or infrastructure organization
5-8 years working in a process-driven environment
5-8 years of interacting with a demanding customer focused service delivery organization
5-8 years of experience with IT process related industry best practice service delivery framework and IT service management standards such as (such as ISO 20000-1:2005)
Solid understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
Strong “Command & Control” presence
Industry recognized trouble shooting methodology to be able to ask the right questions
6-9 years of experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
University undergraduate BS/BA degree preferred
ITIL v3 Certification(s)
CISCO certifications a plus
CISSP certification a major plus
Multi-lingual in English, Spanish, Portuguese a significant plus
Military Service a significant plus

Apps Support Senior Analyst Resume Examples & Samples

Engagement with ITIL processes including Major Incident management, problem management, change management, etc
Banking or financial services experience is desirable. (This is not essential. We want to hear from people both looking to move into this sort of role and from people with experience.)
Previous experience in the field of Application Support is also preferred
Oracle or other basic SQL

Apps Support Senior Analyst Resume Examples & Samples

Assisting in the design and implementation of processes used to support proactive monitoring during peak volume periods or atypical market scenarios
Leveraging business and technical knowledge, along with incident experience and leadership skills, to guide prioritization and communication efforts
Ensuring timely and accurate incident reporting
Building upon existing key contact, product knowledge and client cut-off databases
Ensuring quality data capture within ServiceNow, including client impact
Providing stability feedback into senior management reporting and client-centric feedback into the problem management process
Experience in the financial services industry, with experience in the cash management or securities business a plus
Incident or crisis management experience; superior verbal and written communication skills, including the ability to influence, negotiate, lead, as well as interact with senior leaders and internal or external clients
Strong trouble shooting or problem solving skills
Understanding of program or project management
Experience working with global or multi-regional teams
BA or BS degree with relevant work experience
Ability to understand complex processes and communicate key data elements
Ability to work multiple assignments simultaneously against aggressive deadlines
Ability to work projects independently
Strong teamwork skills and ability to rapidly shift task priorities in support of overall team goals

Apps Support Senior Analyst Resume Examples & Samples

Work closely with development teams and the Commodities business to determine strategy & priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicates progress effectively to all stakeholders
Provide 1st & 2nd line technical & business support to Commodities Stakeholders, answer queries via phone, e-mail and in person
Act as a backup lead/manager on occasions where the Lead is away
Strong process awareness and ability to single handedly manage incidents, changes and problems at a global level and escalate as necessary
When dealing with major issues, the Support group would be expected to make key business decisions, recommendations based on their knowledge of the systems and the business
Perform appropriate problem solving tasks and analysis prior to passing issues to the relevant next-level teams
Liaise and own issues outside of Commodities technology, such as middle office, operations, front office, business unit management, other support teams and facilitate effective and timely resolution to user queries and issues
Ensure all production issues are tracked and work closely with development managers to prioritize resolution
Have an in depth knowledge of the fundamentals of the Commodities business
6 - 8 years’ experience working in a support environment
Experience of working in Commodities Front Office support is desirable
Experience working in a Production Support team with responsibility for ensuring high availability on mission critical environments
Demonstrate ability to efficiently troubleshoot in time critical scenarios
Experience/knowledge of supporting a business and ability to show deep and wide ranging support expertise as well as managing large scale stability
Be able to tangibly demonstrate innovation, which challenges the status quo and improves stability and efficiency
Demonstrate ability to multitask multiple issues in parallel in a time bound and pressured situation
Candidates would ideally have experience with applications such as Openlink Endur, Market Intel (i.e. Zema), WebICE/CME
Candidates would ideally have experience using monitoring systems (ITRS Active Console etc.)

Apps Support Senior Analyst Resume Examples & Samples

This role forms part of the EMEA Mainframe Support L2 team and is a suport analysts role within TTS Technology based in Belfast, UK
Effectively communicate and interact with infrastructure and supporting technology groups across a multi-site IBM mainframe environment as well as partners in UNIX/Wintel environments to drive problem resolution and service levels
Effectively communicate issues and status updates with business users, development teams and Regional and/or Global Support Leads within EMEA and/or TTS Global Production Services
Financial Markets background, preferably in relation to Core banking, Cash management, Funds Transfer in product management, operations or technology is preferred
Extensive years working in an IBM Mainframe MVS/zOS environment

Apps Support Senior Analyst Resume Examples & Samples

Work closely with business support, development teams, and the Delta1 business to determine strategy and priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Provide technical application support, monitoring the applications and technical platform, answer queries via phone, e-mail and other communication mediums
This group provides the detailed knowledge of the applications and the upstream and downstream dependencies. For example, they should be able to understand the application processes, database schema as an expert, but would not typically being be expected to read and understand the application code
There is a duty on this team to take ownership of technical problems and be proactive when dealing with system issues
Effectively communicate issues and status updates with business support, regional colleagues, and development teams
Liaise with business support teams and application development groups
Equities knowledge essential, risk/derivatives support and/or program trading support will be a distinct advantage

Apps Support Senior Analyst Resume Examples & Samples

Act as deputy to Application Support Manager
Manage the Incidents and Request for the strategic platforms (Global Citi Trust Platform, Document Management)
Coordinates with Business users in providing the resolution in timely manner
Coordinates with Project Office in prioritizing application BAU fixes
Partners with Production support teams (L1 and L2) on providing resolution for all Incidents & Requests
Partners with Development team for BAU fix testing
Provides support to Release implementation team
Engages in post implementation analysis to ensure successful release implementation
Identifies risks, vulnerabilities and security issues; communicates impact
Applies comprehensive understanding of how multiple areas collectively integrate within apps support to contribute towards achieving business objectives
6 years experience in bank operations
Object oriented language – Java
Web Technologies – HTML, XML and Java scripts
RDBMS: Oracle
Reporting tool: Jasper
Testing tool: Selinium

Apps Support Senior Analyst Resume Examples & Samples

Front, Middle, and Back Office users
Service Level 1/L.2 offshore Support teams
Onshore & offshore Development teams
Work with project managers on the introduction and supportability of new services and systems
Ensuring that the production environment is available for Start-of-day
Excellent planning, organization and prioritization skills to meet ever changing demands
Strong process awareness and ability to manage incidents, problems and change at a global level
Synchronize support of issues across regions to adhere to a seamless follow the sun support model
Act as a local technical escalation point for more junior team members and assist with resolution of any support issues
Develop expertise in the relationships between interdependent systems
Investigate level 1/2/3 issues and pursue rapid resolution in accordance with business objectives for break-fix items
Leverage reading logs and utilizing stored procedures when investigating issues
Recommend and enhance our global monitoring systems
Providing effective communication to business and technology areas about any issues or outages that may be occurring
Identify potential efficiency saving achievable through automation of manual tasks and follow through with Development to implement
Problem solving coding inefficiencies
Manage maintenance releases and system updates to various applications that service global clients
Design, document and develop front line support tools for the Global Futures & OTC Clearing Production Support team with a focus on start-up and checkout scripts
Monitor allocation management and FIX messaging for Futures & OTC trades through middle and back-office applications and global exchanges
Maintain documentation covering environmental, procedural and architectural changes
Experience of Incident Management
Understanding of Problem Management methodologies
Strong UNIX/Windows
Strong SYBASE/Oracle SQL
Networking and firewalls
Familiarity with Configuration management and change processes
Scheduled batch monitoring using tools like Autosys
Familiarity of ITRS monitoring software
Knowledge of Trading, Risk and/or Clearing systems in Equity Derivative or Futures business unit – specifically Fidessa trading / SUNGARD STREAM GMI (Preferred)
Front-office and/or Back-office Operations functional knowledge
Futures E-trading experience
Futures Clearing experience
Software management and SDLC
Unix shell and/or perl scripting
Previous Java/C programming experience

Apps Support Senior Analyst Resume Examples & Samples

Develop Subject Matter Expertise in Citi’s Regulatory reporting systems and obligations
Incident management and issue analysis - Co-ordinate resolution of regulatory issues spanning multiple systems and asset classes
Perform impact analysis and manage comminution with senior business and technology stakeholders
Manage escalation of technology related incidents to Legal, Compliance and external regulatory bodies
Assist in the co-ordination of Data Quality programs to resolve issues and improve the accuracy of our Regulatory Reporting
Assist with the enhancement of applications through Problem Management and coordination of a stability book of work
Manage onboarding of new platforms and regulatory requirements
3-5 years’ experience working in a technology Production Support environment
Knowledge and understanding of Financial Instruments, Markets, Banking, Trading and reporting systems
Strong understanding of Incident and Problem Management methodologies
Strong technical knowledge of UNIX/Linux, Windows, SQL/Oracle/SYBASE and networking
Familiarity and experience of deploying, configuring ITRS monitoring tool including building and implementing custom toolkits
Strong inter-personal, positive, self-driven attitude to quickly learn and take own initiative to deliver innovative and productive solutions
Ability to work under pressure and time constraints
Maintains good relationships with colleagues and builds strong professional networks
Prior experience of supporting Regulatory and/or Compliance systems in a Financial Institution
Knowledge of Bug tracking, Incident management, ITIL tools etc

Apps Support Senior Analyst Resume Examples & Samples

Experience in supporting Voice infrastructure
Experience in supporting Genesys Telephony Systems, including both routing and customer manager
Experience in supporting Avaya Telephony Systems (Communication manager, AES, CMS, IVR)
Experience in supporting Computer Telephony Integration (AIC, Genesys, Cisco ICM)
Experience in supporting Cisco Telephony Systems (Cisco CUCM, UCCX)
Experience in supporting Session Border Controller preferred ACME Packet, Oracle, Covergence
Good understanding of VoIP architecture
Good understanding of VOIP protocols including SIP and H323
Good understanding of SIP trunking
Good understanding of traffic erlang calculation
Good understanding of IP network (Switching and Routing)
Knowledge/experience of the following are a plus
Windows Server, Linux (RHEL) and Solaris OS systems
DB´s Oracle 11g
SQL 2008, 2012
Nice/Verint/Cybertech Voice Recording Solutions with Trading and Contact Centre deployments
Contact center solutions including IVR, Aspect Dialers
Knowledge of IP addressing and Access Control Lists
Understanding of fire wall technologies
Ability to perform troubleshooting and problem solving
Ability to manage aggressive deadlines
Fluent level of English and Spanish speaker
Excellent communication skills – verbal and written
College/university degree preferred
Voice certifications / qualifications
3+ years’ experience in one or more of the following areas: Genesys Framework, components, CTI, telephony events, Voice Call Routing (IRD and/or Composer), eServices, GVP, Agent Desktop (WDE), IWD/EWM, SIP Server and IP based solutions, Conversation Manager and Business Continuity Architecture
Intermediate to senior skill level in specific solution areas of the Genesys platform (including Voice, eServices, GVP, WFO, EWM (iWD), WFM Reporting & Analytics to name a few) is a must
5+ years experience with databases, including SQL query writing and Oracle and Microsoft SQL Server experience
Experience working in a contact center or support desk or in deploying contact center technology
Java or .NET development experience a plus
IP based telephony experience in understanding SIP protocols, SIP server configuration and implementation, gateway implementation (Audio Codes, Asterisk), and networking / QoS architecture
Unified Communications (UCC) expertise

Apps Support Senior Analyst Resume Examples & Samples

Previous experience in working in Swift Gateway highly desirable
Demonstrable experience in a support environment. Banking or financial services experience is desirable. (This is not essential. We want to hear from people both looking to move into this sort of role and from people with experience.)
Demonstrable Application Support experience

Apps Support Senior Analyst Resume Examples & Samples

Providing leadership and direction on global process standards within the region
Chairing Change Advisory Boards (CABs) for sector businesses
Maintaining a Forward Schedule of Change for clients
Managing and prioritizing change conflicts in terms of change scheduling
Managing sensitive change freezes in-line with Citi business priorities
Communicating process changes and updates to the businesses in the region
Scrutiny of high priority and/or high risk changes
Carrying out Post Implementation Reviews (PIRs) of changes
Identifying and defining standard changes and acting as the formal approval of those within a given sector
On-going review of risk management strategies within the region with respect to change management
Providing information, and where appropriate, training on process and the service management tool
Demonstrable continual process and service improvement
Working experience in IT Operations, and 2 years within a change management background
Ability to interact with sub-ordinates, peers and senior management in a constructive and business-focused way
Demonstrable ability to multi-task and prioritize effectively
Strong communication (verbal and written) and presentation skills
Experience of establishing a new ITIL process within an organization, including successful stakeholder management experience
Educated to university degree level
Project Management certification and/or proven track record
Experience dealing with infrequent requests from auditors and regulators

Apps Support Senior Analyst Resume Examples & Samples

Provide effective client communication during regular updates or escalate when appropriate
Daily status check and handover duties to enable the follow-the-sun support model
Prioritization and escalation to appropriate development / client / management groups when appropriate
Provide technical oversight across systems and applications; leverage skills across team and department
Partner with development team to develop strategy regarding overall architecture and infrastructure
Demonstrate drive and initiative; be goal-oriented, dedicated and self-sufficient
Be prepared to work out of hours and weekends to support upgrades and new releases to the application
Plan for and carry out annual Continuity of Business (COB) tests, this will involve liaising with DBA’s, System Administrators, Users and other technical support teams to ensure our procedures and processes run accordingly
Generate trending reports from AutoWatch / ServiceNow / AppDynamics for proactive process diagnostics
Involved in extensive Data Profiling for Month on Month Key Indicator analysis, to pro-actively identify issues in the Month-End Runs
Excellent written, verbal and presentation skills
Experience with Unix Shell Scripting
Autosys [beneficial], Perl [beneficial]
Experience operating as Team Lead
Oracle and Sybase SQL script query composition
Support Ab Initio graph operation in UNIX

Apps Support Senior Analyst Resume Examples & Samples

Primary point of contact for system and client support (SME); running with day to day issues that arise on Funds (FA), Transfer Agency (TA) and Issuer production systems, including knowledge management across the global support team
Incident, request and change management for user queries, requests for information, application issues and technical problems, application / system releases and implementations
Root cause analysis of all problems with follow-through to resolution using Problem Management methodology
Communicate effectively with our technology partners, business partners and clients on a regional or global basis
Undertake both individual assignments and participate in team activities, in additional to identifying the coordinating continual service improvement across the support team
Undertake assignment of delegated management tasks from the support team manager and also deputise for the support team manager when required
Own and drive the delivery of Stability initiatives
Assist in the relationship management of partner teams (i.e. Operations / Development)
Experience of application / platform monitoring and support as well as knowledge of management tools

Apps Support Senior Analyst Resume Examples & Samples

Provide support services for franchise critical Liquidity suite of applications in the region
Strong process awareness and ability to manage end to end incidents, problems and client escalations
Ensure all the issues are tracked and work closely with business development managers to prioritize resolutions
Extensive years of work experience in Production support services
Rich experience in managing both Unix/Linux based applications
Data base – Oracle, functional knowledge of SQL + ability to write SQL database script

Apps Support Senior Analyst Resume Examples & Samples

Deploying vendor’s window software to desktops and servers especially Pershing NetX360
Familiar with Citrix, CAP and VDI environments & COB/DR support
Interface with end users to diagnosis any problems related to NetX360, report and work with vendor and Citi’s Desktop Support, Network, Security, Architecture, Proxy, IE…groups to resolve all the issues
Some knowledge on Java Script, vbScript, and basics on programming, networking, etc
Solid analytical, programming, problem resolution and quality assurance skills
Strong ability to balance competing priorities and work on multiple assignments
Strong organizational, communication and interpersonal skills
Good experience with data transmission protocols and facilities, including NDM, SFTP
Ability to thrive under pressure in a dynamic and fast paced environment
Self-motivation with ability to work independently and with different teams

Apps Support Senior Analyst Resume Examples & Samples

Provide support services for franchise critical Investment suite of applications in the region
Ensure all the issues are tracked and work closely with business development managers to prioritize resolutions and permanent fixes
Develop expertise in the relationships between Operations, Product and technology teams
Lead and Co-ordinate Application releases/Production rollouts & infrastructure related changes/migrations
Liaise with multiple technology teams (support/development/Infra) to ensure levels of service are maintained, and issues are resolved or escalated appropriately
Implement automation where required for cases such as User Requested Reports, Health check monitoring, Prod and Non-prod Code/Database Deployments etc
Schedule and lead weekly/monthly re-occurring calls with Product and Business teams on the application Open Issues/Releases/Production Fixes
Performing change management functionality as part of ICG TTS change governance review functions
Active involvement in and ownership of Support related Initiatives such as Stability, Efficiency and Effectiveness
Develop in-depth knowledge of the fundamentals of the Investment business
Communicate complex technical and functional issues to business/trade users in the region for various countries
Co-Ordinate with product and business teams for product capability enhancements in the region and drive for implementation
Bachelor’s Degree in Computer Science or related discipline
Minimum 5 years of work experience in Production support services
Expertize in ServiceNow functionality and usage along with ITIL processes
Expertize in ITIL methodologies, lifecycle and certification
ITRS monitoring tools exposure and experienced in managing ITRS gateways
Experience in working Tibco (MQ/NDM) technology

Apps Support Senior Analyst Resume Examples & Samples

Expand, modify and improve Commerical Cards production platform to test, maintain, and monitor systems end to end
Ensure that applications are available and supported in line with the defined system service level agreement
8 years + experience working in a support environment
Experience managing large team which are globally deployed
Strong knowledge in supporting sanction screening applications

Apps Support Senior Analyst Resume Examples & Samples

Supporting execution flow and interaction with Business, Vendor and exchanges globally to manage production issues and the problem management process relating to them
Leverage reading logs and utilising stored procedures when investigating issues
Strong AS400/UNIX/Linux/Windows
Scheduled batch monitoring using tools like Autosys and JOBSCDE
Strong working knowledge of Equity Derivative or Futures back-office function and Book & records systems – SUNGARD/FIS GMI
Knowledge of Clearing systems in Equity Derivative or Futures business unit – SUNGARD/FIS Clearvision (preferred)
Back-office functional knowledge
Knowledge of Trading and/or Risk systems experience – specifically Fidessa trading (Preferred)
Front-office Operations functional knowledge

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Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

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Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

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Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

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Apps Support Senior Analyst Resume Examples & Samples

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Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

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Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

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Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

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Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

Apps Support Senior Analyst Resume Examples & Samples

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