Support Analyst Resume Samples

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N Sawayn

Noble

Sawayn

4512 Stroman Mews

San Francisco

+1 (555) 836 7965

4512 Stroman Mews

San Francisco

Phone

p +1 (555) 836 7965

Experience Experience

Detroit, MI

Support Analyst

Detroit, MI

Gibson, Funk and Kohler

Detroit, MI

Support Analyst

Test customer problems and log issues to development, working with developers to identify solutions or workarounds
Track and manage performance improvement opportunities to prioritize efforts across the Support, Operations and Development organizations
Monitor space and backup jobs are working. Work with SQL DBA’s to ensure backups are working. Covered under “performs backup and recovery of servers”
Working with some of the world’s leading service providers, providing advanced software solutions
Building effective working relationships with Professional Services, Product Management and internal Development staff
Develop and create documentation used to partner with software development teams to troubleshoot issues and evaluate solutions
Work with development to identify and QA test bug fixes and assist QA with software testing depending on product

San Francisco, CA

Applications Support Analyst

San Francisco, CA

Mante-Wilkinson

San Francisco, CA

Applications Support Analyst

Creating/updating knowledge documents and reviewing with team during formal knowledge sharing sessions
Develop relationships with application teams driving the monitoring strategy ensuring all business critical applications have standard monitoring instrumented
Testing and Deploying new code updates and patches using firm and departing Change Control practices
Programming (Programming means writing original programs using computer code that is intended for use on a wide scale basis.)
Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
Monitoring of the environment, managing, tracking, and resolving incidents and escalations
Installation of new code including switching processing and cycling processes

present

Philadelphia, PA

Commercial Bank-committee Support Analyst

Philadelphia, PA

Ferry Group

present

Philadelphia, PA

Commercial Bank-committee Support Analyst

present

Working with presenters to develop and refine presentations, including helping them prepare for Risk Committee presentations
Coordinating presenters and presentations during meetings
Sourcing historical presentations when requested, including reviewing historical content
Organizing and helping ensure smoothly run meetings
Tracking presentations against the annual committee calendar; preparing agenda preview presentations for CRO review
Filing, inventorying and organizing all current and historical Risk Committee presentations and minutes
Monitoring the go-forward Risk Committee agendas

Education Education

Bachelor’s Degree in Computer Science

University of Illinois at Chicago

Bachelor’s Degree in Computer Science

Skills Skills

Strong knowledge and proficiency in providing support and troubleshooting of both the Windows operating system and/or desktop applications
Good understanding of business and operational processes, Capable of Problem / issue resolution, capable of thinking out of the box
Sharing knowledge of known issues and best practices by referring customers to relevant Knowledge Articles, and contributing to new Knowledge Articles
Ability to clearly communicate project status/risks/issues as well as technical details
Strong analytical skills with a proven ability to collect, organize and analyze significant amounts of information to drive product improvement initiatives
Be able to work quickly and be calm under pressure
High level of professional discretion and comfortable handling confidential employee information
Proficient technical knowledge of MS-Windows, MS SQL Server and concepts of SQL databases including advanced query analysis and/or engine optimization
Accounts or tax qualification (ATT or ACCA) highly desirable
Is good at problem solving and quick to uncover users' problems

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Alternatives Client Support Analyst Resume Examples & Samples

Responsibilities and essential job functions will include, but are not limited to, the following
Liaise with clients from a shareholder servicing perspective, field client inquiries, research requests, and coordinate appropriate responses
Assist in fulfilling requests for offering documents as needed. Liaise with Institutional and Retail Sales and Product Specialists to customize client offering packages based on investor attributes, regulatory and business requirements
Coordinate and track document updates with BlackRock Legal and outside counsel. Ensure Alternative Client Support team is working with approved materials and that distribution process is functioning properly
Where appropriate warehouse legal/contract document (i.e. subscription agreements, application materials, transfer agreements, waivers, letters of undertaking, etc.). Manage and maintain electronic and hard copy filing systems
Coordinate account level reporting and distributions to clients (i.e. monthly, quarterly, and annually)
Coordinate cash flow management with clients and portfolio managers (e.g. contributions, redemptions, capital calls/distributions and product updates with clients). Track and manage client cash flow activity within proprietary trading system
Client on-boarding, account set up, and data management. Assist with building client accounts within client tracking and share registry system. Create client profiles and investor attribute universe
Ensure integrity of communications tools through data entry and maintenance. Deploy exception reporting within client data universe and perform regular analysis to ensure integrity/preservation
Transfer Agent/Administrator oversight and quality control. Work with our 3rd parties to create transparency between Blackrock and vendors and ensure a positive client experience
Assume role in the integration of BlackRock Alternative products from new and existing BlackRock businesses, with an eye for consolidating all client servicing for alternative products under the auspices of one team and platform
Assist team members as needed in successful completion of Alternative Client Support process improvement initiatives

Green Package Analytics & Support Analyst Resume Examples & Samples

Contribute as part of a team which will often consist of all levels of the firm. Creative ideas and input are expected and sought from everyone involved
Ensure the accuracy of large analytical data sets and provide reporting to clients using BlackRock systems and tools
Communication skills to enable clear articulation while working with internal and external clients
Technical skills (SQL, PERL & UNIX) are a plus, but not required

Commercial Bank-committee Support Analyst Resume Examples & Samples

Self-starters with3-7 years of banking experience
Prior experience supporting senior management a plus, especially in business manager/support roles
Outstanding technical, powerpoint and Microsoft skills with experience in preparing senior leader/business presentations a big plus
Ability to organize/prioritize work, and to handle multiple tasks simultaneously
Comfortable working with time sensitive requirements, including quickly and efficiently when under pressure
Strong familiarity with requirements for powerpoint decks for senior leader/business presentation decks
Excellent communication skills: both in writing and speaking
Ability to provide strong value add in reviewing and refining decks for presenters
Great partnership skills
Highly poised and comfortable interacting with senior leaders

Commercial Bank-committee Support Analyst Resume Examples & Samples

Monitoring the go-forward Risk Committee agendas
Soliciting presentations
Working with presenters to develop and refine presentations, including helping them prepare for Risk Committee presentations
Researching and writing topical CBRC presentations as needed
Compiling the formal Committee presentation deck
Overseeing the Risk Committee calendars to ensure that meetings are held on a regular and consistent basis
Organizing and helping ensure smoothly run meetings
Coordinating presenters and presentations during meetings
Writing Risk Committee minutes
Filing, inventorying and organizing all current and historical Risk Committee presentations and minutes
Sourcing historical presentations when requested, including reviewing historical content
Tracking presentations against the annual committee calendar; preparing agenda preview presentations for CRO review
Assisting with risk projects and presentations as needed
Self-starters with 3-7 years of banking experience

Private Bank Credit Support Analyst Resume Examples & Samples

In depth knowledge of Exposure Now/ARC/Client Central/VLS/Eclips/CRRT
Ability to create bulk proposals (ARC/Client Central)
Strong client focus

Asset Management GWM Credit Risk Support Analyst Resume Examples & Samples

Ability to multi-task and reprioritize work and demands throughout the day
Self starter with the ability to not only recognize tasks to complete but also how best to effectively and efficiently complete them
B.A., B.S., in relevant field
Experience using the Credit Risk Infrastructure tools and applications (ARC, EN, SRGT, CRRT, OWL, SELM, etc)

Applications Support Analyst Resume Examples & Samples

Primary Support for Treasury Service core cash system. Technologies used by this system include Java, Tom Cat, RH Linux on VM, Oracle RAC 11g, MQ and Autosys
Partner with Regional AD, QA, HK Prod teams and vendors to in review of incidents. Collect feedback and provide report for management review
Discover risk and issue on product support / incident / change; escalate and report to the right level of management
Liaise with PMO and maintain a calendar of Key production events
Ensure rapid response and clear communication strategies to users and all key stakeholders are well informed
Communicate with influence to convey and guide acceptance of complex ideas for diverse audiences to achieve organizational imperatives
Provide support and assist in Ad-hoc project
Influences work of others and facilitates group progress
Excellent communication skills (written an verbal)
The ability to work independently and manage high workloads and dead line
College degree, specialized training, or equivalent work experience
Ability to create and maintain effective relationships and to facilitate action from technical resources using a collaborative approach
Work experience in large financial firms
Banking system experience
Strong background on Unix/Linux platform, Oracle, SQL and C/S, B/S applications development/maintenance
Good understanding of Java programming language
Able to work under pressure and minimal supervision
MS Excel - Proficient
MS Powerpoint - Advanced
MS Word - Advanced
Technical Systems and Operation Management - Proficient
Disaster Recover - Advanced
Communication - Proficient
Coordination Skills - Proficient
Facilitation Skills - Face-to-face and Virtual - Advanced
Firm/Business Knowledge - Advanced
Influence / Persuasion - Advanced
Innovation - Advanced
Interpersonal Skills - Proficient
Decision Making - Proficient

Applications Support Analyst Resume Examples & Samples

Minimum3-5yrs year of Application Support work experience
Soliddebugging skills
Strong SQL DB Experience
Minimum of3 years of work experience in a client server environment
Frontier, GLRS, SAP, SQL and Unix experience
Knowledge of Job Scheduling tools

Applications Support Analyst Resume Examples & Samples

Managing incident ticket queues to respond and independently resolve application and environmental issues
Identify and drive critical monitoring opportunities for MB BCAs through automation and analysis
Coordinate and distribute reporting and presentations to all levels of management and across LOBs
Develop relationships with application teams driving the monitoring strategy ensuring all business critical applications have standard monitoring instrumented
Document and publish standards and processes associated with the program and expand SharePoint presence in order to have an effective collaboration tool and one central location for all team resources and creation and maintain production support run docs for each application
Support capacity planning, application monitoring initiatives and audit compliance initiatives
Defining standards and processes for incident resolution
Mentor more junior team members and Onboarding
On-call weekly rotation for L2 and above production issues, on-call work can be done from home on weekends
Working on critical time sensitive objectives, milestones, and plans withno oversight from a Manager level
Communicate via email production incidents summary/resolutions/action planswith executive level management
1) Incident Management (P1/P2 production/QA/UAT ticket handling, engaging different teams & driving the incident to closure)
2) Manual Sanity monitoring of critical applications on a daily basis in production
3) Database batch monitoring & escalation of issues. Tool used - Autosys, ControlM
4) Need to handle support for both WINDOWS & UNIX based environments
5) Has experience in UNIX Shelling scripting, Java J2EE application, WAS Admin, Unix admin, Oracle 10g basic knowledge
6) Has experience / exposure to Windows servers / IIS administration, Windows services, SQL Jobs, SQL Server 2008 basic knowledge
7) Monitoring tools knowledge (Tivoli, Wily)
8) Excellent Communication skills. Able to create reports, production support metrics & trends
9) Should be proactive be able to handle high visiblity calls with atmost attention to detail
10) Should be alert and able to act quickly in case of incidents
11) familiar with Fraud Engine product , like Fico Falcon Manager expert is a plus

Applications Support Analyst Resume Examples & Samples

Problem Management
Interface with Application and Infrastructure support teams
Monitor the application performance and provide technical support as required for
Windows, Linux & UNIX servers
Oracle, SQL Server, & other databases
Web Services (Websphere, Tomcat, IIS)
Application level monitoring
Utilize monitoring tools such as
VCOPs
Topaz
CA Wily

Applications Support Analyst Resume Examples & Samples

Be responsible to provide and organize an efficient L3 support model (including maintain L3 Rota) and follow escalation procedure
Realize quick and performant root cause analysis to avoid repetitive issue
Execution of the production Incident procedure (IMT, RCA, ITSM)
Perform RCA documentation in a timely manner
Effectively communicate Production issue detailing business impacts and technical details through incident management tools
Resolve production Incident to minimize the business impact
Work in partnership with Operate team to solve daily issues, coordinate deployment or any infrastructure/application housekeeping activity
Ensure coordination, communication and provide feedback as necessary with other teams including Local AD and different business areas as Finance, Operation and Middle Office
Strong organizational skills with an ability to manage and prioritize concurrent technical support demands
Ability to effectively communicate (verbal and written) with partner support management and Business across the region
Work independently with minimal management supervision
Be able to develop and work on BAU (Business as usual) activities
At least 2 years of production support experience
Capability to work under pressure
Experience working with technology and business teams
Strong verbal and written communication skills to manage hot topics such production failures, controls
ETL (Datastage/Pentaho) and Reporting tool (Business Objects) experience is a plus
Able to communicate in Spanish

Applications Support Analyst Resume Examples & Samples

Provide production and non-production environment support for multiple ESST applications
Monitor, manage and track production and non-production incidents and escalations
Create and manage ITSM tickets for required changes
Provide Enterprise Release testing support
Perform UAT and Production code deployments
Partner closely with the Application Development teams and any upstream and downstream partners
Support audit, controls & risk agendas
Create and improve system documentation
Bachelor’s degree in Computer Science or related technical or business area
Ability to remain calm, work in a fast pace, and at times pressured environment
Technical experience support applications on distributed systems
Two (2) years experience with ITSM
Two (2) years experience with HP Service Center
Two (2) years experience with HP Application Life Cycle Management
Familiarity of SQL
Familiarity of Unix/Linux operating systems
Familiarity of WebSphere
Knowledge of Mainframe platform a plus
Experience with Excel, Word, Visio, and PowerPoint

Applications Support Analyst Resume Examples & Samples

Minimum of 3 years experience supporting Level2 applications or OS/DB platforms
Basic project management such that one can lead the execution for any owned tasks, milestones, or projects
Excellent oral communication across multiple levels of the organization from engineers, users, and different managers. The ability to work well at multiple levels of the organization
Excellent written communications to assure email clarity and professionalism with users and team members
Team-based problem solving skills. The ability to work with additional support resources to solve a problem or drive a needed improvement
Good listening skills, in order to continually improve an application based on interactions with x-impacted teams and users
The ability to challenge other functional staff around service, and drive calls to resolution during incidents
Ambition, energy and enthusiasm will be a key trait to any individual's success in this role
Basic knowledge of db and how it relates to applications
Basic web server knowledge and how it relates to applications
Experience with existing GTI tools

Applications Support Analyst Resume Examples & Samples

UKRRP-Axiom - Local Regulatory Reporting for UK
FRD - Financial Reporting Database
SECAM - Third Party Regulatory Reporting application
Viveo V.Bank - Third Party Regulatory Reporting application
DaVinci - Third Party Regulatory Reporting application
RFrame - Third Party Regulatory Reporting application
FRS Financial Analytics - Third Party Regulatory Reporting application
Autosys - Scheduling, monitoring and alerting infrastructure
Incident management and problem resolution
Pro-active monitoring for issues
Coordinate withBuild teams for all changes, documentation and handover
2 to 5years of overall experience, with good knowledge in production support of financial applications
Comprehend the SLAs defined and adherence to the same
Root cause analysis and followups to ensure issues are not repeated
PL/SQL Stored Procedures support/development
Deliver accurate, thorough and high quality work
Ability to work under pressure and deliver on time

Applications Support Analyst Resume Examples & Samples

Application support experience in UNIX environments
3 years of experience working with star schemas, ETL (Extract Transform Load), and Metadata management
Providing production support, and performing daily duties in order to keep production active with efficiency and less interruptions, using Performance tuning, PL/SQL, DML, and DDL; and,
Unix, Oracle and Informatica ETL to support applications running on UNIX platform with Informatica as ETL tool and Oracle as the database

Applications Support Analyst Resume Examples & Samples

Extensive experience in the analysis, design, development and support of multi-tier web/distributed applications
Strong object oriented analysis, design and programming skills using design patterns and best practices
Extensive experience in writing and debugging stored procedure in SQL and Oracle db
Good experience in client communication and processes like Agile SCRUM, Waterfall etc
Strong knowledge in .Net, C#, Java, AJAX, Web Services, REST, JavaScript/JQuery, PL/SQL etc…
Experience in one of Java script frameworks like DOJO, extJS or Angular JavaScript
Java Servlets, JSP , JSTL tags and working knowledge with any MVC framework. Spring MVC preferable
Good knowledge and Strong working experience on Core Java 6 (or more)/ J2EE
Experience with Web Services SOAP/REST
Good knowledge in Object Oriented Design concepts and work experience in UML Design use case driven approach
Good knowledge Java and J2EE Design Patterns
Good experience in building high profile and lightweight Grids using JSON/XML
Working experience with Eclipse IDE, Tomcat and Apache
Working knowledge of Dreamweaver
SVN or any Source Management experience
Strong user interfacing Knowledge and Prototype experience

Applications Support Analyst Resume Examples & Samples

Start of day system checkouts, rapid diagnosis of production problems, and escalation of issues to the appropriate teams in a timely manner when required
Further to this, you will also be involved short to medium term projects, to deliver anything from Disaster Recovery tests through to building ad-hoc risk reports for the traders in Clojure
To ensure that our support team is operating efficiently, we invest considerable effort in build smart monitoring and automation, which facilitates us in looking after a complex environment of ~300 servers on and ~50 separate applications
You will also be assigned a number of specific applications that you are expected to become the Subject Matter Expert (SME) for within Application Support. The SME role involves becoming the resident expert on the application within our group, and owning all facets of the production instance of the application including (but not limited to) the application monitoring, owning recent outages through to remediation, preparing for DR tests, preparing for future changes/releases and proactively sharing knowledge on the application with your peers
The role involves all of the following
Incident & Problem Management
Knowledge Management (through Wiki and Training Sessions)
Special projects (around Continuity of Business/Disaster Recovery, MIS Reporting, Automation, Server Migrations, Process Analysis & Improvement)
Prior experience of working in a trade floor environment
Linux 2-3 years experience
2-3 years experience Programming Languages
Knowledge of Bond/CDS/Loans pricing
Knowledge of Electronic Trading

Support Analyst Resume Examples & Samples

Must be dedicated to providing excellent customer service
Demonstrated appropriate discretion and sensitivity with customers and colleagues
Top-notch communications and interpersonal skills, and listening comprehension
Ability to follow written and verbal directions
Ability to work both independently and collaborate as part of a team
Must possess solid understanding and knowledge of GMTI's publishing environment, publishing products, systems architecture and policies
Bachelor's degree or equivalent; Minimum three years Tier 2 experience in an application support or service desk environment
Three or more years of experience working with Internet applications, services and technologies. Experience should include some understanding of networking/distributed computing environment concepts, client-server architecture, operating system concepts, relational and/or object databases and application development and deployment
HTML, XML, and JavaScript skills
Understand mobile WAP site and advertising delivery for mobile devices, PDAs, and smart-phones
Understand how mobile browsers work and key differences of the most popular mobile devices, PDAs, and smart-phones
Understand large-scale web applications for content management systems, advertising, data feeds, etc.Understand multi-tiered web server, application, database and network environments

Support Analyst Resume Examples & Samples

The execution of all application related activities related to the day to day operations of the Banks production applications related to the individual Product area
Ownership of individual Incidents, Problems or Changes and ensuring the delivery of solutions in line with the Operational Level Agreements
Creation of Release and Communication Plans
Owner of individual Service Improvement items and responsible for their implementation
The delivery of documentation to agreed standards
Out of hours cover and support
And training necessary to progress professionally and remain current
Of Barclays Release and Change process and procedures. Knowledge of products/functions outside of day to day area supported
Can generally engage with all business users and understand their issues, regardless of Seniority
Detailed knowledge
Understanding of the internal and external environments required to deliver the IT solutions
Technical Support consisting of some of the following languages and technologies
C#, .Net, Microsoft Visual Studio 2010, SQL
3-6 years experience of IT software development (essential) or Support
Financial services (preferred)
Large-scale blue-chip organisations such as Barclays (preferred)
BSc degree in relevant software engineering discipline, equivalent to UK 2nd class honours (preferred)

Support Analyst Resume Examples & Samples

Lead / Task manage a team of about 3-5 support analysts
Provide overall 3rd line application support – including incident, problem and change
Deliver Quality Assurance reviews of team member’s work
Quickly understand the applications that are required to be supported as part of knowledge transition
Provide inputs to estimates for Change Requests
Effective liaison with GIS peers & GIS clients
To be an expert in required technical skills mandated by the GIS Technology Strategy – typically Teradata, Abinitio, SAS, Cognos, etc as required by each role
Ability to apply AMS Operational Acceptance Criteria, if required, to new or changed applications coming in to Service & highlight areas of non-adherence
Have ownership of small change, and input to any large change perhaps involving 3rd party suppliers
Service Delivery (10%)
Ensure services delivered to agreed services levels, to quality and cost, and with appropriate prioritisation of activities within own team responsibility
Lead root cause analysis identification & resolution initiatives, improving Service provision and reducing incident levels
Take a lead role during service outages to clients/stakeholders - ensuring appropriate handling of issues, incidents and provision of any standard or ‘on demand’ client/stakeholder reports
Actively promote the value provided by GIS Service Delivery to stakeholders for the services that they receive. Application Support (60%)
Has strong operational knowledge of the incident management processes
Manage incidents when errors or exceptions occur
Provide ongoing 3rd line application support in the resolution of client queries/incidents/problems on a day-to-day basis. Own the resolution of incidents within the agreed Service Levels
Manage and successfully implement service orders raised by clients or small change Application Enhancement - Small Change (20%)
Creating and amending programs in accordance with the design following relevant code management procedures and applying agreed coding standards
Planning, designing and conducting tests of programs, correcting errors and re-testing to deliver an error-free product
Proposing options to meet business area requirements and prepare cost/benefit for the business area to evaluate
Documenting all work in accordance with agreed standards and with re-use in mind
Conducting reviews of supplied specifications, with others as necessary
Taking part in reviews of own work and leading reviews of colleagues’ work
Completing assignment work to budget, time and quality requirements. This includes a combination of performing operational support tasks to agreed service standards and supporting enhancements or other technical projects
Establishing and maintaining agreed standards applicable to the work undertaken and ensuring these, and other mandatory standards and architectures, are adhered to
Providing expert advice in some or all aspects of the programming methods, tools and/or standards used in the Application Delivery organisation. Capability Growth (5%)
Building and maintaining an expert understanding of the various stages of software development, enhancements, and support
Interfacing with other teams, sharing technical knowledge and expertise and resolving issues as necessary. Acting as a point of reference for both internal and external technical queries
Assisting with the implementation of operational objectives for relevant team/programme
Supporting the implementation of strategy and policy issues by involvement in development/change and/or advice to other technical areas and making recommendations to improve procedures and working practices
Task Management experience
Experience of Quality Assurance checking of other peoples work
Knowledge of other technical domains used in technology stack eg: Unix, IBM mainframe – as specified

Support Analyst Resume Examples & Samples

Carry out Incident Management activities according to the process, procedures, and work instructions
Incident registration, initial support & classification and update Incident records
If applicable, escalate to the Incident Management Process Manager

Applications Support Analyst Resume Examples & Samples

Resolving issues for complex trading technologies that support custom business critical applications, high frequency trading along with rapid and frequent changing business requirements
Hands on experience with SQL, SQL toolsets (DBArtisian, SQL Developer or Toad) and DBMS (MSSQL SVR, Oracle 10g/11g)
Advising DBA/ UNIX SA on appropriate steps to troubleshoot application issues and to implement changes
Proven experience in programming/Scripting in python, perl, Unix shell, java
Familiar with SDLC/ ITIL protocols, use of versioning software and able to adhere to production release standards
Experience working within tiered environments supporting applications on UNIX/ Linux/ Windows platforms. Hands- on experience troubleshooting within multi - tier environments; and, advising and implementing appropriate monitoring solutions in compliance with approved bank technology
Advising and implementing appropriate monitoring solutions in compliance with approved bank technology

Applications Support Analyst Resume Examples & Samples

Candidate will be responsible for production support, which will include job scheduling and monitoring, maintenance of the "run" book, service level agreement monitoring and maintenance, problem resolution, issue escalation and general maintenance of the production processes
Disaster Recovery testing and maintenance of the plan and scripts
Testing, debugging, documenting, implementing small enhancements
Experience with structured analysis and design, design specification, test plans document and run books
Total experience should be 3-5 years in software Industry
1+ years of production support experience
2+ years of experience with enterprise class scheduling software. Control-M preferred
2+ years experience on a UNIX platform, Oracle database and SQL
2+ years of Application Development work experience with enterprise ETL tool. Ab Initio preferred
Solid design, coding, testing and debugging skills
Knowledge of version and version control practices and procedures
Financial data warehousing experience is a strong plus
The ideal candidate should have creativity, innovation and the ability to work in a fast-paced environment
Willingness to work in shifts
Excellent problem solving and team building skills a must
Aptitude for documentation and providing training
Good at planning the given set of tasks and report status periodically in a formal way

Support Analyst Resume Examples & Samples

Accountable for end-to-end production service across IB. Manage demand across GPS IB to provide services, being the single point of accountability across GPS IB for service delivery to the IT Development and the IB business
Establishes and sets the global strategy for GPS implementation including release management, tools, near shore capability, DAS framework and cost
Review delivery and highlight funding and milestone concerns with senior business and IT stakeholders
Responsible for developing and executing workforce strategy in-line with GT/GPS guidelines
Execute the service strategy while building out the business requirements that will cause changes to the strategy year-on-year
Act as single point of contact for Delivery and Escalation related matters
Own and proactively manage the production services cost base for the stream
Advocate and Escalation for people related issues for the stream
Work with Risk to escalate concerns and remediate or mitigate any findings or action plans within required timescales
Strong technical understanding; Unix, Database, Middleware, Grid

Support Analyst Resume Examples & Samples

Ensure incidents are closed with in SLA
Provide support to business on UAT (need basis) of incident fixes and configuration requests
Ensure all understanding issues are filtered at initial level and should not pass to next level with in team
Ensure to control the number of open incident should be minimal
Effective management and reporting of own issues and potential escalations
Report progress on issues status/configuration request status to the leads/managers as appropriate
Timely reporting of MIS to management and business
Building and maintaining knowledge repository related to V+ and other credit card processing platforms
Research on best practices in the industry and provide updates to internal team and to business as appropriate
Interacting with interfacing product teams to understand the peripheral products Personal & Professional Development (10%)
Maintain leading-edge personal and professional development by regular and focused activity such as certifications etc
Keep up to date personally with latest thinking in business analysis
Keep up to date personally with the relevant business operational processes within Cards and other payment related activities
Understanding of and experience in SDLC
Strong domain knowledge in the credit cards domain is essential with working experience in V+ platform
Work experience on a credit card platform is strongly desired
Work experience in incident and problem management /business analysis is strongly desired
Good analytical investigation techniques
Ability to work under own initiative and handle pressure situations
Knowledge in PRIME/Vision PLUS

Applications Support Analyst Resume Examples & Samples

Day to day individual workload prioritisation, ensuring delivery to schedule
Promote teamwork and a culture of continuous improvement
Individual personal development
Gather Business requirements and produce technical design and specifications
Develop and test application changes using disciplined software development processes
Adherance to Development Life Cycle, PLC, IT controls and change control policies for all developments
Broad understanding of Distributed Systems technologies
Reveleus/OFSSAi 7.3 or above
Data Modeling Concepts
Oracle PL/SQL, Oracle database design and tuning
Unix (including shell scripting)
Source code management products (Clearcase)
Web Technologies skills in java
Knowledge of web application Server

Support Analyst Resume Examples & Samples

Develop and maintain effective working relationships with business customers to maintain business expertise and alignment
Clear understanding of software development lifecycle methodologies and documentation standards
Monitor trouble management system to ensure all reported production issues are addressed according to published service level agreement
1st and 2nd level support for production issues which includes problem identification, definition and implementation of short-term work around and coordination of long term software solution with development team
Prioritization of production issues and coordination of standard business initiatives
Ensure that scheduled jobs complete successfully, troubleshoot as needed
Provide operational support for vendor applications
Coordinate Review and respond to system audit alerts
Maintain up-to-date documentation and procedures that define the operability of the application and system administration
Monitor severs for performance and service interruption
Maintain configuration of multiple environments and support the implementation of application patches and releases
Participate in cross-functional teams to address business or systems issues
Code small SQL-based fixes, ad hoc reports and enhancements
Develop and execute IT test plans and coordinate IT testing and UAT activities
Perform other relevant duties as assigned

Applications Support Analyst Resume Examples & Samples

Root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
The exercise of discretion and independent judgment with respect to matters of significance
Bachelor's degree in Computer Science or related technical or business area
Minimum 3+ years of applications production support/application development work experience
Technical skills in one or more of the following: 24/7 Customer Support and Service Delivery Model

Support Analyst Resume Examples & Samples

Mainframe - Cobol, CICS, DB2, IMS, VSAM, JCL
Hogan – CAMS II
3-5 years experience of IT software development (essential) or Support

Applications Support Analyst Resume Examples & Samples

Working hand-in-hand with Front & Middle Office to support trading and booking of the trades from an application perspective
Develop key application expertise on the Global Strategic Cash Equities suite of applications, working with Global teams in London
Bilingual Local language(preferred)
Financial experience required ideally in Cash Equities
Knowledge of Order capture, Cash Agency Trading, Middle Office sub account allocation and post trade client service process is essential
Problem solving and investigation techniques
Support experience/background preferred
Ability to add value to the end users
Detailed knowledge of the Equities business process flows and how this corresponds to the application and process interdependencies in the application infrastructure
Sybase Oracle Times ten SQL
Experience in support in a trading environment
Previous Financial experience required. Preferably from a Cash Equities background

Support Analyst Resume Examples & Samples

Provide consultancy to UK RBB Business clients and RBB COO technical teams. Act as an SME for the product area by providing input to the E2E designs and business requirements
Review business requirements and solution E2E designs to ensure they are sufficiently comprehensive and detailed to enable impact assessments to be completed and to support effective system development
Present complex technical ideas (both written and verbal), anticipate potential objections and persuade others to adopt the most appropriate view
Collaborate effectively with multiple component design and build teams, ensuring that the product designs are in line with the overall solution design, interfaces between products are understood and resolving any technical issues that arise
Define the optimum approach for the technical development of a project, balancing cost, time, quality and risk
Review supplier deliverables ensuring that they meet the necessary standards and contractual agreements. Take action if supplier is failing on commitments
Facilitate handover of change requests from the analysis team to the development and test teams. Act as the focal point for resolution of queries from build and test
Formal BA or BSc degree or equivalent to UK 2nd class honours (preferred)

Support Analyst Resume Examples & Samples

Lead / Task manage a team of about 3-5 support analysts either perm or vendor partners
Effective liaison with peers & clients
To be an expert in required technical skills mandated by the Technology Strategy – typically Teradata, Abinitio, Informatica,Oracle, Cognos, as required by each role
Actively promote the value provided by Service Delivery to stakeholders for the services that they receive. Application Support (40%)
Manage and successfully implement service orders raised by clients or small change Application Enhancement - Small Change (40%)
Transformation (5%)
Proposing areas for improvement within own technical sphere to help achieve the automation Goals
Reviewing and recommending process improvements, helping to implement where possible
Building collaborative relationships within and outside team to promote best practice
Knowledge of Banking domain

Support Analyst Resume Examples & Samples

Building and maintaining knowledge repository related to Vision Plus and other credit card processing platforms
Interacting with interfacing product teams to understand the peripheral products
Supporting the implementation of strategy and policy issues related to the cards division Personal & Professional Development (10%)
Working Knowledge in Vision PLUS

Applications Support Analyst Resume Examples & Samples

Work closely with second level support, development teams, and the Citi Velocity business to determine strategy & priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Provide 1st line technical support, answer queries via phone, e-mail and in person
This group provides the detailed knowledge of the applications. For example, they should be able to use the application User Interface as an expert user would, but would not typically being be expected to read and understand the application code
Effectively communicate issues and status updates with business users, second level support, and development teams
Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team

Applications Support Analyst Resume Examples & Samples

Knowledge/experience of problem management tools ?Experience using call/ticketing software
Prior experience of working in a trade floor environment Linux
2-3 years experience Shell scripting
SQL 2-3 years experience
Programming Languages -Perl/scripting language and / or Java

Support Analyst Resume Examples & Samples

Understanding customer needs and priorities to providing quality services
Using creative problem solving and successfully executing tasks
Can communicate to peers, line management and business users
Large-scale blue-chip organizations such as Barclays (preferred)

Applications Support Analyst Resume Examples & Samples

Technically proficient in Abinitio features and functionality (experience in cooperating version 2.15 and 3.x)
Strong practical knowledge of EME
Multitasking capability; working in multiple projects
Experience in version control system (PVCS, VSS, etc.) is preferred
Experience in ETL and Abinitio migration and upgrade projects
Experience in driving a full lifecycle development of ETL projects
Banking/financial services domain knowledge is preferable
OS: Windows and Unix
Proficient in working on backend technologies like Oracle/PL/SQL and stored procedures/triggers etc
Well-versed with design standards & framework

Support Analyst Resume Examples & Samples

Act as a liaison between FX operations users and IT on all support issues
Own and resolve all T&B (Treasury & Banking) applications related Production issues
Provide timely and efficient support for the various T&B applications
Provide onsite and offsite support for the various business functions
Provide off-hours and weekend support as necessary
Resolving production problems as well as guiding the team in trouble shooting
Proactively seek to minimize potential application support problems through root cause analysis and monitoring
Analyze and debug the existing source code to find bugs and performance issues
Provide technology solutions, which cater to the needs of the business
Design, develop, test and implement enhancements and bug fixes
Maintain effective communication with the client community to understand their problems and needs
Acquire knowledge on the various CS applications and document the same
Share the acquired knowledge and provide training to the team members
2+ years of experience in software development and/or support
2+ years of experience in Java, J2EE, Weblogic, Informix, Oracle, Sybase, Unix
Proficient in writing SQL queries
Willingness to learn and adopt new technologies
Willingness to learn new businesses and functions
Proficiency in MySQL, Sybase and/or SQLServer is a plus
Proficiency in Unix shell or PERL scripting and XML is a plus
Proficiency in mainframe technologies such as JCL,DB2, CICS etc. is a plus
Financial industry experience is a plus
Client-focused & sensitive to client needs

Support Analyst Resume Examples & Samples

Has strong operational knowledge of the service desk and incident systems
Monitor operational jobs on a daily basis, managing incidents when errors or exceptions occur
Provide ongoing 2nd line application support in the resolution of client queries/incidents on a day-to-day basis. Own the resolution of incidents within the agreed Service Levels Software Enhancement - (15%)
Reacting quickly and as necessary to live software errors and service incidents to limit downtime and resolve the Incidents during project handover
Taking part in project delivery reviews. To ensure all support documentation is relevant and up to date. Capability Growth (5%)
Building deep understanding of software delivery process and of technology developments relevant to own team/programme
Supporting the implementation of strategy and policy issues by involvement in development/change and/or advice to other technical areas and making recommendations to improve procedures and working practices. Transformation (5%)
Proposing areas for improvement within own technical sphere to help achieve the RTB Goals
Incident and Problem Management - experience
Quality Assurance checking of other peoples work
Strong Ab Initio knowledge is essential, expectation of 3-5 years
Knowledge of Unix Operating System
Good Analytical investigation techniques
JavaServer Pages (JSP) and Servlets
JSP Expression Language
JSP Standard Tag Library (JSTL)
Java Database Connectivity (JDBC)
Good organisational and communication skills
A willingness to develop additional skills in order to enable more flexible working within the organisation
Ability to plan and control own work and if necessary the work of others
Effective written and oral communication
A logical, analytical approach to problem solving and close attention to detail
Eclipse IDE
Netbeans IDE
Javaserver Faces (JSF)
Spring Framework
Stripes Framework
Abinitio 3.0.4.6 and 2.14.134
Oracle PL/SQL
Oracle 9i and 10g

Applications Support Analyst Resume Examples & Samples

Minimum of 3 years relevant Production Support and incident management experience
Experience with creating process, procedures, and documentation relating to incident management or systems operations
Experience with Microsoft SQL Server technologies is required
Experience writing T-SQL is required
Ability to work weekend on call rotations required
Experience using Batch processing tools like Control-M is required
Experience using monitoring tools such as MS SCOM or Wily required
Ability to work independently as a self-starter, and within a team environment
Knowledge of DTS and Stored Procedure processes required
Experience using defect management tools such as HP Quality center is a plus
Banking and/or financial services industry experiences a plus
Experience in performance analysis is a plus
ITIL knowledge or certification is a plus

Applications Support Analyst Resume Examples & Samples

Minimum of 7-10 years of experience overall, with at least 2+ years of experience working in an applications production support/application development environment
Scripting & Configuration — UNIX shell or other system level scripting, SQL scripting
INFORMATICA — Application Server experience/administration
Oracle DB - Functional knowledge of SQL; Practical implementation experience of schemas and stored procedures
Should be familiar with release management best practices and adherence to security policies
Manages client impacting incidents including business impact assessment, technical resolutions, engagement, and
Supports Disaster Recovery Tests
Assists in translating business requirements into proposed IT services & solutions
Develops and distributes performance metrics for core services
Collaborates with technology and business partners to continuously identify proactive monitoring and health check
Distributed systems — application servers, web servers, messaging systems, web-based systems
Business knowledge — Knowledge of financial industry, investment banking and its systems
Incident management skills and experience
Experience using SQL for support analysis and incident resolution
Experience working in a relational database environment (e.g. ORACLE, DB2)
Knowledge of application/tool/infrastructure log management function
Effective communication, both phone and written correspondence, and the ability to generate documentation
Ability to drive the work effort to resolution, to include sticking with the problem and coordinating the efforts of others to achieve the desired end-result
Ability and desire to take ownership of issues and the position
Solid experience in documenting requirements and technical specifications

Support Analyst Resume Examples & Samples

Work as part of team that will be responsible for Network Operations including monitoring and proactively managing the data and voice traffic flowing across domestic and global networks twenty-four hours a day, seven days a week
Participate in the ITIL Framework processes inclusive of Incident, Problem, Change Management and all other Service Support functions
Analysing the Incident Management reports for appropriate incidents to perform Problem Management and RCAs
Conduct review detailed documentation (design implementation plans/diagrams" as built" and issue analysis definition and documentation) as it relates to determining if the proper configurations were placed in the environment
Oversee network configuration audits that are completed in Network Management tools
Putting plans in place to address and remediate network configuration issues
Following up on Vendor related outages and escalating these appropriately
Project management (develop and implement Network Projects)Issue analysis, troubleshooting and resolution
Logging and trending of issue root cause of error conditions and resolution

Alternatives Client Support Analyst Resume Examples & Samples

Ability to multi-task, balance multiple priorities and meet deadlines in a fast-paced and changing environment
Ability to support cross-functional projects and teams
Business, Financial, and Legal acumen
Able to grasp complex concepts and details quickly
Analytical problem-solving and troubleshooting skills
Working knowledge of administrative fundamentals

Support Analyst Resume Examples & Samples

Carry out Incident Management activities according to the process, procedures, and work instructions. Including Incident registration, initial support & classification and timely update of Incident and Problem records. If applicable, escalate Incidents to the Incident Management Process Manager
Pro-actively keep informed of relevant current and past Incidents, Problems, Known Errors and Changes (e.g. if there is a network outage, all Service Desk staff are to be aware)
Incident Resolution Coordination with Application Development or third parties
End-user interaction

Support Analyst Resume Examples & Samples

Respond to questions and issues raised by customers within agreed SLA
Guide customers through the setup, installation and integration of software on Windows and UNIX/Linux platforms
Assist customers in troubleshooting issues over the phone and via remote access
Track and manage all customer support issues via Salesforce service cloud console; manage customer expectation with proactive communication to achieve higher customer satisfaction
Administer internal and external licensing servers; manage and control the creation, distribution and revocation of software licenses
Assist in the software release and distribution process; manage the release of GA, Alpha, and Beta software packages to customers and prospects
Assist in the maintenance and enhancement of license servers using Java and Apache Tomcat technology
Assist in the upkeep and maintenance of the Customer Support Portal using JavaScript, html, CSS and Salesforce technology
Assist in creation of new FAQs for our customer support knowledge base
Develop in-depth knowledge of Numerix CrossAsset products
Excellent writing and interpersonal skills
2+ years of related experience supporting software products preferably in a financial environment
Experience troubleshooting general operating system software related issues on UNIX/Linux and windows platforms
Web programming experience with Java, html and Javascript. Servlet technology
Familiarity with supporting a SQL Server based client/server software stack in a distributed grid or cloud computing environment
Experience using Microsoft Excel. Financial modeling with Excel is a plus
Strong problem solving skills with the ability to conduct extensive research into customer issues
Understanding of the securities industry; working knowledge of fixed-income and other derivatives is a plus
Salesforce.com experience a plus. Perl scripting a plus

Applications Support Analyst Resume Examples & Samples

Delivery of second level application support functions incorporating the ownership, analysis and resolution of Service Incidents and problems. Participate in additional activities related to the applications under support, including but not restricted to
Service Acceptance
Project Engagement
Operational Acceptance Testing
Release coordination
System and Business Analysis
Infrastructure Management
Business Continuity Testing
24*7 Support Provision
The role holder must ensure all live applications are fully supported and meet the SLA requirements of service area. Effectively provide Service Acceptance measurement and sign off for area of responsibility. Manage & deliver 2nd line applications support whether direct, sourced internally or 3rd party hosted
Work with the wider IBIM Technology group to ensure adaptation of services to meet the changing needs of the business, with identification of and implementation of continual improvements to the service through, for example, incident root cause analysis, trend analysis and procedure reviews
Work with the Application Service Managers, Major Incident Handling and other internal and external parties to support and adapt the service offering to meet the changing needs of the business. Effectively manage and deliver the live service to agreed service levels. Apply ITIL best practice principles across the service area
The candidate will be preferably educated to degree level or above, preferably in an IT related discipline. The ITIL qualification would be an advantage
The role holder will have an excellent command of English language with strong written and verbal communications to deliver against our commitment to providing a world class service and drive our dedication to the client experience. The communication demands of the role are high and the role holder will be communicating with customers on a daily basis for whom English may not be their first language and high levels of visual and aural concentration will be required when locating and interpreting screen based information whilst continuing a dialogue with the customer

Applications Support Analyst Resume Examples & Samples

Handle the preparation and analysis of information for management
Analyze, design, build and maintain clinical and business reports from the Electronic Health Record, Claims/Financial Software and other database applications
Extract/collect data from the existing internal and external data sources, script and automate reports including the development of dashboards for management and write/run queries to develop reports as needed
Monitor the data quality and integrity and recommend improvements to streamline work effort
Provide functional support for the Electronic Health Record and financial software applications as well as communicate with vendors for modifications to these programs based upon our business needs
BS in Computer Science or related
2+ years experience
Proficient in Microsoft Access, Excel and SQL Reporting
Previous clinical applications or infrastructure experience
Experience working in a large healthcare facility utilizing EHR

Support Analyst Resume Examples & Samples

Day to day technical support of the Fixed Income pricing / offering and execution system applications for New York based trade floor users
Identify, troubleshoot and respond to emergency situations impacting the businesses supported
Follow up and take ownership of issues reported including investigation, communication, escalation and issue tracking
Ensure incident and problem management, change management and request fulfilment on behalf of customers are carried out to the best levels possible
Respond to and actively maintain application and hardware monitoring
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 Marketview platform architecture
Interaction with business support groups (FI Electronic Trading, Security Coding Team, Quants)
Project based work in areas such as COB, UA Testing/release co-ordination of new functionality. Carry out application releases in Production. Ensure all changes in development follow change control protocols
2+ years in experience working in a support environment
Experience of supporting a MarketView platform is a major benefit
Experience of 1st & 2nd Line support of trading applications from a face to face perspective (NOT desktop support )
Previous experience of providing support of Trading systems and trader communities
Previous experience of external electronic markets
Experience of tech problem solving in a pressurized trading environment
Strong analytical skills & attention to detail
Ability to take ownership and follow through issues, requests, projects
Display a flexible attitude to work

Support Analyst Resume Examples & Samples

Involves addressing issues raised by business or IT users thru emails, phone call via hotline
Involves addressing issues raised by business or IT users thru emails, phone call via hotline. Analyze the impact of GMI Client Service Bulletins or annual release upgrade including regression and functionality testing
Analyze the impact of GMI Client Service Bulletins or annual release upgrade including regression and functionality testing Assist development team with environment and test configurations at all stages of implementation
Assist development team with environment and test configurations at all stages of implementation Act as a liaison between CCVal operations users and IT on all support issues
· · Act as a liaison between CCVal operations users and IT on all support issues Own and resolve all GMI application related Production issues
Own and resolve all GMI application related Production issues Provide timely and efficient support for the various CCVal applications
Provide timely and efficient support for the various CCVal applications Provide onsite and offsite support for the various business functions
Provide onsite and offsite support for the various business functions Provide off-hours and weekend support as necessary
Provide off-hours and weekend support as necessary Resolving production problems as well as guiding the team in trouble shooting
Resolving production problems as well as guiding the team in trouble shooting Proactively seek to minimize potential application support problems through root cause analysis and monitoring
Proactively seek to minimize potential application support problems through root cause analysis and monitoring Analyze and debug the existing source code to find bugs and performance issues
Analyze and debug the existing source code to find bugs and performance issues Provide technology solutions, which cater to the needs of the business
Provide technology solutions, which cater to the needs of the business Design, develop, test and implement enhancements and bug fixes
Design, develop, test and implement enhancements and bug fixes Maintain effective communication with the client community to understand their problems and needs
Maintain effective communication with the client community to understand their problems and needs Acquire knowledge on the various CS applications and document the same
Acquire knowledge on the various CS applications and document the same Share the acquired knowledge and provide training to the team members
Share the acquired knowledge and provide training to the team members The career path for a successful candidate supports growth within the Back Office CCVal applications support team into a senior support analyst with increased responsibilities
· · Minimum 2 years in application development or support role in AS/400, RPGIII, RPGIV, CL Working knowledge in SQL in any database platform
Working knowledge in SQL in any database platform Experience in development or support of Sungard GMI product and having worked in GMI Menus and Queries
Experience in development or support of Sungard GMI product and having worked in GMI Menus and Queries Experience in Alliance FTP package or other FTP package in AS/400
Experience in Alliance FTP package or other FTP package in AS/400 Excellent problem solving and analytical skills
Excellent problem solving and analytical skills Desired Skills
Willingness to learn and adopt new technologies Willingness to learn new businesses and functions
Willingness to learn new businesses and functions Proficiency in Unix shell or PERL scripting and XML is a plus
Proficiency in Unix shell or PERL scripting and XML is a plus Financial industry experience is a plus
Excellent oral and written communication skills Team oriented
Team oriented Client-focused & sensitive to client needs

Support Analyst Resume Examples & Samples

Act as a liaison between Middle Office/OPS Trade Booking Services users and IT on all support issues
Own and resolve all Cash Securities Trade Booking related Production issues
Provide timely and efficient support for the various OPS middle office trade processing applications
Provide off-hours support including weekend on rotation, if necessary
Maintain effective communication to the internal/external clients to understand their application related issues/queries/problems
Acquire knowledge on the various CS applications, document the same where does not exist and train the peers
Two plus years of experience in software development and/or support
Two plus years of experience in some or most of these language & platforms - Java, J2EE, .Net, Weblogic, Informatica, Linux/Unix, Windows, Oracle, DB2, Sybase, Shell & Perl scripts
Willingness to learn and adopt new technologies, business domain (Investment Bank) and functions
Understanding of Cash Securities Trade Booking, a big plus
Good Team player and work attitude

Support Analyst Resume Examples & Samples

Take ownership development and drive for excellence in expertise
Build and maintain knowledge base
Other project work assigned within the scope of BQC/KYC
Knowledge of Trust, Banking, Lending, Brokerage and Portfolio Management is a plus
Understanding of the Bank Secrecy and USA PATRIOT Act is a plus
Phone experience is a plus

Applications Support Analyst Resume Examples & Samples

Interface daily with global compliance officers to resolve issues relating to the Hp Supervisor tool
Perform routine administrative duties and reconciliations
Work with both business and compliance managers to create new policies and refine existing
Monitor daily ‘push’ metrics and revert to the third party vendor on time and volume issues

ATM Device Support Analyst Resume Examples & Samples

At least 2 years experience with designing, planning and execution of system testing strategies and tactics to ensure software quality at all stages of the system life cycle
IT quality assurance
System testing tools
Software quality assurance
Application testing

Applications Support Analyst Resume Examples & Samples

Responsible for day-to-day support of the applications, including tasks related to identifying and troubleshooting application issues and issue resolution or escalation
Primarily responsible for accurate problem identification, recommendation of system or design fixes, and resolution of incidents
Influence production stability through strong production Readiness management
Develop and distribute accurate performance metrics
Support information gathering for the audit and ITRisk agenda
6+ years experience required
Experience in PEGA, .NET
Understanding of Clustering / load balancing
Knowledge of any scheduler (adTempus/Control-M)
Superior organizational and time management skills
Preferred Skills & Experience - include specifics, as above
Mortgage Banking or Consumer Loan industry experience a plus

App Support Analyst Ayala Avenue, Makati Resume Examples & Samples

Take ownership of operational issues and perform both short-term resolution, and development of preventive measures for the longer term
Responsible for application flow, including configuration, scheduling control and scripting
Knowledge of SQL and Unix is an advantage
Proactively monitor system health and respond to alerts to provide high availability and performance of the application set including automation of healthchecks
Responsible for Problem, Change, Incident management and automation of application/system monitoring
Offer consultancy and hands-on support for the transition of new services into the production environment
Work closely with peers at other geographic centres around the world using a "follow the sun" model of application support
Conduct capacity planning and management review on the application set
Contribute and deliver Operational improvement projects
Identify potential threats and mitigate risks, act as a guardian of production services and change procedures are followed

Futures Support Analyst Resume Examples & Samples

Support of mission critical trading systems for traders and clients
Ownership of software releases into test, demo and production environments
Be pro-active in process improvement/automation to resolve regular operations issues
To be successful in this role, you will have
Experience in a customer-facing, technology focused role
Excellent numerical and problem solving skills
Experience working with complex systems, solving live production issues
The ability to work well under pressure to complete tasks in a timely and accurate fashion attention to detail is essential
Experience in software release management desirable
The ability to work collaboratively in a team and under the direction of senior technical and business staff
An enthusiastic can-do attitude and a desire to take ownership of assigned tasks and issues
Exposure to Market data processes highly regarded
Exposure to the financial markets would be a definite advantage, but is not mandatory
ITIL training would be an advantage

Support Analyst Ayala Avenue, Makati Resume Examples & Samples

Acting as Level 1 point of contact for the business supporting a number of business-critical services and applications
Prioritising and resolving day-to-day systems issues and client requests including IVR (Interactive Voice Response) experience
Involvement in a weekly/monthly patching activities and business-driven enhancements
Assisting with process improvements, systems integration and BCP efforts
Responding to user requests, and ensuring systems are adequately monitored and administered, and that issues are actioned in a timely manner
Ensuring that incident, problem, and change management processes and procedures are followed and adhered to
Reviewing and improving operational processes, procedures, and documentation associated with the operation of these systems

Support Analyst, Desk Aligned Support Resume Examples & Samples

The ability to thrive under pressure and manage multiple, concurrent and conflicting priorities and deadlines is required
Candidates should have a strong background in technology operations and application life-cycle management in the financial markets industry
Must have the ability to follow-up on requests and manage client expectations accordingly

Trading Floor Support Analyst Resume Examples & Samples

Successful applicant being the first point of contact for all trading application support issues for the Singapore trading floor
The applicant will be able to complete first and basic second level support for these application issues and report/document the more technically challenging issues to the overseas based development teams
Managing support enquiries from FM business users (front office and a small number of Backoffice), principally relating to Financial Markets business processes, products and systems (Calypso, DCPK & Murex)
Analysing and identifying technical issues affecting business in a real time environment. Ensure a stable and reliable technical environment for the business
Application configuration and workflow management - including changes to application configuration to more effectively support the FM business
Ensuring operational and system documentation is created and maintained, including amongst other things incident and problem records and user and system documentation
Regular communications with a variety of business and technology stakeholders
Previous experience in a Technical Support within a Trade Floor Environment is essential
Work in a small dynamic team environment would be looked upon favourably
Good business domain knowledge of Financial Markets and their related products (FX, Commodities, FX Options, MMKT transactions, Fixed Income & Derivatives)
Good Knowledge of payment and clearing systems e.g. CLS and SWIFT
Knowledge of Third-party matching Tools e.g. GTSS, FXALL,CMS, EXIGO
Knowledge of business processes from front to back office, inclusive of finance, middle office, risk management and treasury
Exposure to Trading and Risk Management System, Emerging Technologies and Microsoft technologies
Experience with incident and problem management technologies
System knowledge of any of the following would be an advantage

It-onsite Services Support Analyst Resume Examples & Samples

Experience in Financial industry preferred
Customer service or client-facing experience preferred
Experience with virtual machines or GOOD Technology is a plus
Win 7
MS Office 2010 application suite
MS Lync
Market Data Applications knowledge (Bloomberg, Reuters, Factset and Quick)
Blackberry
Able to communicate clearly and effectively across all levels
Client-focused
Pro-active, positive personality and "can-do" attitude
Have strong learning capability and committed to self-development

Support Analyst Resume Examples & Samples

Work with Winshuttle customers to identify and solve Desktop Product related technical issues
Assists customers with product configuration and script development
Escalates support cases to Development
Delivers Winshuttle Desktop Product trainings online
Assists Sales Engineers with product demonstrations and pre-sales Proof of Concepts
Maintain Knowledge Base entries for customer and internal use
3+ years’ experience supporting, training, or consulting on SAP is preferred
Demonstrated ability to work independently and with a team and to manage multiple projects concurrently
Proven ability to effectively communicate with customers
SAP knowledge and experience is a must
Demonstrated ability to read and interpret technical information
Demonstrated ability to compose clear and concise technical written communication
Practical or consultative experience with SAP (any modules)
High proficiency with Microsoft Excel, Access, Word, Outlook, and PowerPoint preferred
Experience using CATT, eCATT, LSMW, or ABAP tools are a plus
Visual Basic for Applications knowledge is a plus

Co Op Support Analyst Resume Examples & Samples

Assist in the investigation and resolution of issues across various business lines. This may involve participation in gathering requirements and developing solutions on an iterative basis
Intake and proper management of daily issues through established protocols with effective communication to clients
Assist in the coordination of release schedules and promotions. This will include follow up with both Project and Support Business Analysts, adhering to the approvals process, Change Control procedures and possible support as a release resource
Must possess excellent time management and communication skills and have the ability to work well under pressure

Support Analyst Level Fixed Term Contractor Resume Examples & Samples

You are comfortable working with users and business teams to understand complex issues and provide solutions
You have an awareness and exposure to software development practices and methodologies and change management methodologies
You have strong technical skills especially in the use of SQL, plus expertise in a number of the following preferred products - Sybase, Java, MS Excel, Perl, Unix scripting

CCB Pac-infrastructure Services Support Analyst Resume Examples & Samples

Create and interpret process maps and flowcharts
Collaborate with Technology resources to develop estimates and implementation plans for technical solutions within approved budgets
Responsible for project schedules, reports and documentation
Ability to manage time and resources to meet deadlines
Analyze large volumes of cross-channel customer data to identify opportunities for improvement
Synthesize data into actionable recommendations
Communicate data findings through engaging stories that are easy to understand
Visualize data through common BI tools such as Tableau, MicroStrategy, Cognos and/or other BI tools
Establish KPIs that accurately measure pre and post impact of enhancements or changes
3+ years of experience as a Business Analyst with strong experience in gathering requirements and creating technical documentation
5+ years of industry experience with an emphasis on client/customer analytics
3+ years experience with data mining tools preferred
3+ years experience with Tableau, MicroStrategy, Cognos and/or other BI tools preferred
3+ years experience in transforming qualitative and quantitative data into actionable recommendations and KPIs
Strong understanding of the data lifecycle from collection to consumptions to action
Knowledge of Database Programming Languages for SQL, Oracle, & DB2
Bachelor's degree or equivalent work experience Analytics/Business Intelligence, Mathematics, Statistics, Information Technology (IT), or related discipline preferred

Corporate Card Support Analyst Resume Examples & Samples

Work closely with the accounts payable team and the vPayment / P-card vendor to support prompt payment
Take ownership of vendor service inquiries and promptly respond to vendors within defined service level agreements
Escalate requests and issues to the finance and sourcing teams when appropriate
Maintain a detailed log of service inquiries and supporting information
Report to the corporate finance team on status and volume of issues
Periodically analyze vendor support log to identify opportunities for improvement within the support function as well as the vPayment / P-card vendor processes
Periodically update vendor self-service job aids (FAQs), vendor communication templates, and other process related documentation
Periodically run ad-hoc reports and verification services as required by NBCU
1-3 years of experience with customer / client service and/or help desk support required
Experience with accounts payable processes (preferred, but not required)
Experience with credit card payment processes (preferred, but not required)
High attention to detail and ability to solve problems
Ability to provide superior customer service via email and phone
Ability to accurately follow vendor support procedures
Competent in the use of Microsoft Outlook, Word, and Excel

Support Analyst Resume Examples & Samples

Extensive experience with patch management, remote imaging, application deployment, inventory/asset management, anti-virus protection
Extensive experience with Windows operating systems, as well as Microsoft based applications such as Office 2010, 2013
Experience with Mac Support
Experience with Mobile device configuration and support
Has ability to communicate effectively and tactfully with all levels of personnel
Able to drive detailed design planning, development and deployment of a standard desktop infrastructure including OS, application packages and the associated security requirements
Must be able to work well under time constraints and be able to handle multiple tasks with changing priorities, communicating changes in scope and schedule to all parties concerned
Ability to create innovative solutions, add value to the team in terms driving new ideas and possess a forward thinking, strategic mentality
Experience with Active Directory, WSUS and group policies objects
Basic understanding of routers, switches, firewalls, and telecommunications specifically, VoIP phones
Must be able to pay close attention to details and understand written and oral instructions
Bachelor’s degree - preferably in Computer Science or related field or equivalent experience

Support Analyst / Collateral Management Resume Examples & Samples

) Provide user and technical support during New York business hours for the global collateral management and margining system. This will involve
Ensure a seamless and high quality collateral system support service is provided to users during business hours by working closely with other regional support teams
Experience of margin/collateral management systems support. Both vendor and in house systems would be acceptable
One or more expertise in Java, Oracle, Tibco Business Works
Understanding of one or more of OTC Derivative Bilateral/Client Cleared, Repo, Cash Prime Brokerage, TBA margining and collateral management processes and functions

Support Analyst Resume Examples & Samples

Supports Relationship Managers in the overall servicing relationship of Chase Paymentech acquiring corporate clients, strategic relationships and affiliate banks
Provides active support necessary to solidify and expand acquiring relationships with corporate merchant accounts through the use of relationship development, effective communication, and problem solving skills
Responds to and resolves inquiries and issues directly from key contacts
Develops management and departmental reports
Bachelor's degree or the equivalent in business administration, accounting, marketing or other related fields. In lieu of degree, may have relevant work experience
Two to four years of client relations, customer service or other related field preferred
Knowledge of bankcard industry and procedures preferred
Ability to understand complex systems and processes
Ability to build and maintain professional and productive relationships with peers, colleagues, and customers
Ability to effectively communicate both verbally and via written correspondence in a polished and professional manner in all interactions
Proven ability to interact with merchant senior management and understand contract negotiations
Ability to analyze and research requests to accurately resolve issues
Strong organizational skills with the ability to prioritize effectively to meet deadlines

Support Analyst Resume Examples & Samples

Respond to customer requests via emails, ticket system requests, telephone calls and in person
Provides trainings to end-users
Works a queue of tickets (incidents, problems, requests) and provides resolutions within defined SLA’s
Provides status updates and manages customer expectations
Document, dispatch and escalate requests to 2nd level support
Follow up with customers to ensure satisfaction
Contributes to the creation and maintenance of end-user documentation
Test fixes to ensure problem has been adequately resolved when possible
Carry out all other related tasks
Internship in IT or experience an IT Analyst
Exposure to multinational working environment is an asset
Proactive and autonomous
Ability to work in a support team and as well as perform on an individual basis when required
Ability to prioritize tasks
Ability to create documentation (PowerPoint, Word, procedure updates)
Knowledge sharing between team members
Ability to communicate effectively with all levels of management
Honesty, integrity and confidentiality must be maintained at all times
English – Mandatory
French – Medium level

Eq Cash Equities IT Aes Support Analyst Resume Examples & Samples

First-line application and system support
Early morning coverage
Monitoring of order flow within the system
Analysing and resolving order-related issues raised by the Sales Trading desk
Configuration of the system, customising it for specific clients
Release management and co-ordination of changes to the production environment
Static-data maintenance to ensure proper operation of the system
Improving the processes and tools used to monitor and support the system
Occasional weekend work

Support Analyst Resume Examples & Samples

Owning, managing and resolving problems within our Service Level Agreements
Researching and making recommendations for product and service improvements especially in regard to reducing costs and increasing service capabilities
Communicating and escalating incidents effectively according to our procedures
Adhering to industry best working practices and procedures (eg ITIL) and contributing to their evolution and enhancement
Maintaining / enhancing our processes and procedures as required by our internal governance currently with ISO 9001 and 27001 accreditation
Collaborating with internal and external stakeholders to improve the transition of products and services into support
Building effective working relationships with Professional Services, Product Management and internal Development staff
Maintain flexibility to deliver any other duties as reasonably required

Applications Support Analyst Resume Examples & Samples

Strong knowledge in EBS Order Management, Quoting modules
Should be very sound in Model-N Application, functional as well as technical
Should be very sound in Java/ J2EE Technology
Should be good in Oracle database, RDBMS, Data Model
Knowledge in WEB server and App server, Reading logs, configuration, etc. is value addition
Command a solid understanding of SQL, PL/SQL, Oracle Reports, Forms, XML, Unix, Linux, Discoverer
Good understanding in Oracle Standard interfaces and integrations and experience working in oracle custom modules
Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams every hour
Good understanding in Incident, change and problem management
Strong problem solving skills so you can quickly narrow down to the root cause of the issue reported
Formal mentoring for promoting the technical and professional development of others

Applications Support Analyst Resume Examples & Samples

Build, develop and use specialized skills and knowledge in a particular domain – technical, business process and/or application – to ensure rapid resolution of incidents and service requests for our global customers
Perform investigation, troubleshooting and resolution activities for system/application incidents and customer service requests so that customers can resume their business activities as rapidly as possible following a service interruption
Analyze incident trends for common causes and recommend service improvement plans or technical changes to permanently close out recurrences of issues
Bachelors degree, preferably in an IT or Engineering related course
Knowledge or experience in the following are also preferred
0-1 year previous experience in a similar role / job description
ITIL (training or certification) or IT Service Management
Technical Expertise, including but not limited to Oracle, Enterprise Application Integration (TIBCO, EDI, etc.), Microsoft Technologies (.Net, Sharepoint), Java

Trade Floor Support Analyst Resume Examples & Samples

Provide time-sensitive hardware, application and market data support for US CM Traders
Install and configure market data applications
Trouble-shoot vendor connectivity issues
Provide troubleshooting expertise in PC’s, laptops, Blackberry, and their associated software
Provide support for moves of PC equipment
IT Troubleshooting experience
Ability to work on multiple concurrent tasks

Wyse Support Analyst German Resume Examples & Samples

Delivering phone and e-mail based resolution for advanced software customer escalations through troubleshooting, research, environment replication & identification of workarounds
Actively supporting the customer in all aspects through to problem resolution while keeping the customer informed throughout life of the incident (s)
Interlocking with Technical Account Managers (TAMs) and Regional Sales Account Managers (SAMs) to address customer issues and queries
Attending required technical training sessions and making effective use of assigned lab time while securing relevant industry certifications
Co-ordinating resources to resolve technical issues and turn around strained relationships at large high profile accounts in both pre and post-sale stages
Act as a trusted advisor to the management team on the technical front
Advanced knowledge of one or more of the following: VMware View, XenApp, XenDesktop, Citrix Vdi-in-a-box, Wyse Device Manager, Wyse Virtual Desktop Accelerator (VDA)
Advanced knowledge of protocols and technologies used in VDI solutions: RDP/RemoteFX, PCoIP, ICA/HDX, VNC
Advanced knowledge of at least two of the following: W2K3, W2K8, RedHat Enterprise Linux or SuSE Linux Enterprise Server, VMware vSphere, Citrix XenServer, Wyse ThinOS, Wyse Linux v6, Microsoft Windows CE, XP
Proven track record in troubleshooting complex solutions, ideally in the VDI space
Industry certifications (SCS or STS for SMP/Notification Server, MCITP, MCTS, MCSE, CNE, CCNA, CCNP, CCSA, CCSP, RHCE, RHCA, Solaris SCSA, VCP, VCI)
Fluency in English and the ability to speak one of the following languages is a must – French, German

Support Analyst Resume Examples & Samples

Master’s in computer applications
7+ years of Ford IT experience
Experience of managing application production support including setting operating procedures, metrics and performance monitoring
Experience of Security and Controls procedures including Security Controls Related Process (SCRP), Application Control Review (ACR) and Change control
Strong Communication skills including experience working with Business management and global teams
Exposure to Software Development methodologies and Quality Assurance
Exposure to CSF/CTQ (Critical to Quality) creation and Management; Metrics collection and reporting
Special Knowledge or skill required in Core JAVA, Struts Framework, Oracle Stored Procedure, Unix and Linux Shell scripting
Good understanding of variety of application architectures and networking
Experienced on ITSM framework

Support Analyst Resume Examples & Samples

6+ years of experience in Requirement gathering and automating the different verticals compensation process through Varicent sales performance management tool
Support and maintenance experience of already existing business’s compensation process
Working experience on end to end implementation
Experience in building new Compensation plans, Presenter, Reports, webforms
Deep understanding and working knowledge on different modules in Varicent such as Schedulers, imports, Calendars and Composer etc
Knowledge in designing database as per the system’s requirement on Varicent
Environment: Varicent 8.0, SQL Server. Added EBS knowledge will be advantage
Knowledge on Issue Triaging by deep diving in Model
Should be good in Oracle database, RDBMS, Data Model
Good understanding in Oracle Standard interfaces and integrations and experience working in oracle custom modules
Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools / utilities etc
Formal mentoring for promoting the technical and professional development of others

Ctms Support Analyst Resume Examples & Samples

Communicate with end-users on the functionality and utility of the CTMS, notify users of activities performed and planned in support of end-user requests
Assist in the creation and deployment of training materials and standard operating procedures in alignment with current institutional policies and standard operations for faculty, staff, collaborating investigators, and research personnel
Review research conducted by faculty, staff, and affiliate investigators to assess study design and data collection needs in accordance with study objectives, endpoints, and design structure
Help coordinate departmental/program adoption of information systems that accommodate the data collection, extraction, and analysis of research conducted by investigators and collaborators
Act as a liaison between technical teams and business owners as expert in Oncore CTMS functionality and workflows within organization
Assist in the develop, implementation, and evaluation of quality control methods for data entry and reporting
Maintain system user access and privileging levels
Generate reports within Oncore as required to support ongoing clinical and translational science needs
BA/BS degree and/or an equivalent combination of education and experience that demonstrates the necessary level of analytical, problem-solving, initiative, judgment, decision-making, organizational and communication skills
Proficiency with MS operations, including advanced skills in Excel, and web-based secure-server systems
Ability to develop training and support tools for end-users
Demonstrated understanding of basic computer networking issues and server access
Demonstrated knowledge of study design criteria, randomization processes, clinical and bio-specimen terms used in research studies, and scientific and medical concepts and terminology
Ability to communicate technical concepts to non-technical audiences, and business concepts to technical audiences
Familiarity with applications/systems development methodologies and business requirements tools and techniques
Extensive knowledge of regulatory policies governing the conduct of experimental research. In particular, the incumbent should have specific knowledge of Federal regulatory bodies including the Human Research Protection Program, the National Institute of Health (NIH), and the National Cancer Institute (NCI)
Ability to manage multiple tasks and work with shifting priorities, schedules, and changes in management objectives
Demonstrated ability to work both independently and with teams
Demonstrated problem-solving abilities, analytical skills, excellent written and verbal communication skills
Knowledge of ICH Good Clinical Practices (GCPs)
Knowledge of Federal and Institutional confidentiality policies applicable to electronic databases containing protected health information and data collected specifically for research
OnCore software experience and certification or similar requisite with CTMS vendor
REDCap or other electronic data capture systems

West Hrms Support Analyst Resume Examples & Samples

Work closely with the business partners to understand business requirements, translate the requirements into technical specifications and work with onshore and offshore development team to ensure that system changes are delivered accurately and timely
Work closely with business teams to ensure thorough test plans are created and aid with the execution of those test plans
Position also requires on call support to ensure that payroll is produced timely and rest of batch completes within SLA
2+ years of software development experience
Programming experience with PeopleSoft HRMS HCM 9
Programming experience using SQR, People Code, App Engine, Component Interface
Experience using Integration Broker and XML publisher a plus
Experience /Knowledge of Unix/AIX scripting a plus
Experience with Mainframe Cobol/JCL a plus
Knowledge of TWS or Other Mainframe scheduling system a plus
Strong oral, written and interpersonal skills
Ability to multi task in very dynamic environment
Strong organizational skills and ability to frequently reprioritize
Ability to produce work accurately under challenging deadlines

Applications Support Analyst Resume Examples & Samples

Strong proven Monitoring experience (Tivoli, CA Wily, Topaz, VCOPs, etc)
Strong proven experience with Windows Server, Linux, and/or UNIX
Excellent proven experience in IT operations
Ability to work occasional weekend and on call rotations as required
Ability to work with Application Development , Business Analysts , Quality Assurance and associated Technology/Operations Teams to understand all application layer functions and related downstream
Experience with IT Risk projects
Experience with operations capability projects

EFX / Support Analyst Resume Examples & Samples

Provide 1st and 2nd line support to the internal and external clients of the eCommerce platform
Work in a high pressured environment across geographical boundaries and multiple teams to resolve issues, using
Incident and problem management processes where applicable
Build strong relationships with the business and gain a good understanding of their processes
Build strong relationships with key Technology teams whom we are dependent on
Provide release and environment management across the eCommerce application suite of products

Deployment Support Analyst Resume Examples & Samples

Communication — Must exhibit excellent communication (written and oral), analytical and troubleshooting skills
Troubleshooting — Determining causes of operating errors and decide best course of action
Problem Solving –- Identifying problems and reviewing related information to develop and evaluate options and agreed solutions
Able to shift roles within multiple deployment projects when necessary
Perform other related duties as assigned or required within groups infrastructure projects
Knowledge of basic statistical analysis
Individuals must pass security clearance for the role
Minimum two years working in a server environment
Strong skills with Microsoft Office
Ability to multi task many initiatives
Understanding of common Information and Technology related terminology

Mining Technology Enabled Solutions Support Analyst Resume Examples & Samples

Key member of Customer Services team that provides Tier II service support
Ensure documentation and understanding of newly deployed sites through coordination with implementation teams
Communication with customers regarding status, problem troubleshooting, etc
Management of service requests through problem resolution and/or escalation to Tier III support resources
Track and report issues within the CPI process to assure proper resolution to ongoing issues
Create and maintain a support environment that facilitates issue diagnostics and customer connectivity
Create and report product improvement ideas including functional enhancements and supportability improvements
Generate reports documenting the status of support issues
General information technology knowledge and, ideally, its application to the mining client industry
Oracle or DB Knowledge, TCP/IP networking, Microsoft client and server platforms
Ability to effectively communicate with technically and non-technically skilled mining customers and dealers to develop partnerships/relationships
Process focused with the ability to drive service and incident management process improvements
Availability and desire to travel domestically and/or internationally on assignment
Availability and desire to travel domestically and/or internationally on assignment <25%
Soft Skills, including Written and oral communication skills in order to effectively communicate with customers and coworkers
Language: English
Minimum of 5 years of technology work experience
BS or greater in Computer Science, Electrical Engineering, Mechanical Engineering, Computer Engineering, or equivalent technical experience
Language: Spanish and/or French

Applications Support Analyst Resume Examples & Samples

The desired professional should have worked on multiple end to end implementation/support projects in Hyperion Planning implementation projects' experience
Hands on experience in all phases of implementation like Technical Architecture Design, Application design, development, automation and performance tuning
Should have proven leadership skills
Experience in designing calc scripts and business rules
Business knowledge of Planning processes
Experience with consolidation, reporting and business rules and forms using HPM
Experience with data transformation utilizing HPM
Experience with creating and updating meta data within EPMA
Experience in Essbase application designing
Experience with Hyperion reporting tools (Hyperion planning Reports and Smartview)
Experience with calculation manager
Implementing Task Lists and Workflow to simplify and streamline the Budgeting process
Creating Allocation rules as per requirements from different Business Units and Integrating them in the existing code
Migrating Planning Application, Security, Web forms and Business rules
Complete audit of the system to identify improvement areas
Performance tuning Essbase Outlines, Essbase Caches, Business Rules and Data Load Rules
Experience in HFM and FDM
Exposure/Experience with SAP BPC is desirable
Experience with HPM Batch Processing
Excellent computer skills with a working knowledge VB Scripts
Excellent in Excel Macro

Applications Support Analyst Resume Examples & Samples

Required background is UNIX (power user), exposure to a relational DBMS, and acceptable communication skills. In addition, the candidate should have at least two of the following: experience in production support, shell scripting, perl scripting, monitoring & alerting, release management, or project leadership
UNIX administration and performance tuning: 1-3 years
DBA - Sybase, MS-SQL and Oracle: 1-3 years
Understanding of Web-based, Java, or eCommerce applications
Systems support experience: 1+ years
Perl/Unix Shell Scripts - to handle complex automation/administration: 1+ years experience
Network - TCP/ FTP: general understanding
Requires a logical approach to problem solving

E Commerce Support Analyst Resume Examples & Samples

Handling client enquiries both business and technical
Taking ownership of each client issue through root cause and solution
Provide client login guidance and application training
Coordinating / escalating to other UBS production support teams and business groups
Degree graduate in technology or any other relevant disciplines
Minimum 3 - 8 years of relevant work experience
Good understanding of eCommerce market place (in one of following asset classes – FX/Rates, Equities and ETD will be ideal)
Fluency in Native Mandarin and English is highly preferred as this role provides client service support to Taiwan, China and Singapore markets
Business or technical apprentice applicants welcome
Extraordinary Client focus
Excellent communication skills, as you have to be able to express yourself effectively in both business terms and technology terms
General interest and understanding of Internet technology, as well as understanding of most common Operating Systems

Support Analyst Resume Examples & Samples

Maintain system availability and supplementary services within SLA
Ongoing liaison with Shared services team and GISD to manage SLA expectations
Ongoing liaison with BIM’s to manage escalated incidents
Can communicate to peers, senior line management and senior business stakeholders
Demonstrated supervisory responsibility for junior staff within team
Detailed knowledge of Barclays Release and Change process and procedure
Deep understanding of the internal and external environments required to deliver the IT solutions
Detailed knowledge of products/functions outside of day to day area supported
3+ years’ hands-on development experience with Java and J2EE
3+ years’ hands-on experience with Java Technologies including Struts, Hibernate, Web Services, Spring
2+ years’ exposure to Oracle and SQL

Applications Support 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
This group provides the detailed knowledge of the applications. For example, they should be able to use the application User Interface as an experienced user would, but would not typically being be expected to read and understand the application code
Capable of Producing incident reports as necessary, or requesting these from other support teams. Delivering incident reports (from whatever source) to the business
Willingness to be become expert in functioning of application from the user perspective
Liaise with users; business sponsors; and other AD Groups
Basic Understanding of SQL including DML, DML)
High level understanding of OOP, Event Driving Programing, VBA,.Net Technologies, and WebServices
Individual with experience in supporting internal banking systems ---fixed income preferred, other financial services experience desired
Experience working with offshore resources, including development staff, management and business
Experience with project management software such as HP Quality Center, JIRA, TFS or ServiceNow

Applications Support Analyst Resume Examples & Samples

Proficient in Unix scripting and SQL
Oracle, Sybase database and Tomcat/Websphere Application Server
Exposure to Reference Data Technology in past with knowledge of relevant businesses such as Global Equities, Corporate Action, fund accounting, clearance or the organizations that use these services
ITIL
Engineer or Computer Science with relevent experience in Investment Banking domain shall be useful

Support Analyst Resume Examples & Samples

To provide technical support and service delivery to the WM Australia
To oversee the technical implementation of projects to ensure high quality of final deliverables including system documentation
To work with application developers to ensure that all software released is robust, secure and operates with integrity
To problem solve, trouble shoot and perform regular system monitoring and maintenance
To support the Change The Bank teams in setting up UAT environments and implementing application releases
To establish strong working relationships with technical teams across the bank
To assist with release management and application version control
To assist with system queries and issues relating to integrity of application data
To participate in overnight and weekend on-call support on a rostered basis
To support extranl clients who use our online banking

Applications Support Analyst Resume Examples & Samples

Bachelor's degree from an accredited college/university and/or minimum of 5 year's of experience with Unix/Sybase/Sql based applications
Work as part of the operate organisation to deliver Equities business objectives
Build out strong relationships with resolver teams, application development teams, and core infrastructure services
Build an understanding of the end to end transaction flows of applications supporting the Equities business flows
Proactively identify and communicate issues leveraging standard monitoring and alerting tools, and work to resolve issues liaising with 3rd party resolver teams as necessary
Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, and resolve for Equities applications
Maintain documentation on issue corrective actions in-line with best practice to ensure knowledge accessibility and continuous learning within team
Look to improve monitoring and alerting capability by tailoring trigger events to ensure maximum efficiency
Participate in occasional out of hours support and testing around key deployments and business continuity exercises
Must be able to work extra hours as needed
Participate in support rota to ensure adequate business support coverage 7:00am-10:00pm

Support Analyst Resume Examples & Samples

Assist with the deployment of hardware and software to end users (including the installation, configuration and testing of more complex firm hardware)
Assist with provisioning and deprovisioning processing, including setting up of hardware/software for new hires, and receiving hardware from separating employees
Assist with (or coordinate) the repair of end user hardware and the reinstallation of software as necessary to resolve end user incidents
Resolve incidents associated with firm-standard end user software and hardware, including mobile/hand-held technologies. Identify sources and trends of technical problems to prevent future occurrences
Under minimal supervision, provide after-hours service for escalated issues from the Service Desk or supervisor
Perform asset management activities (procurement, receipt, inventory, tracking, distribution, etc.) in accordance with firm policy and IT Service process
Assist with off-site support for firm sponsored functions/meetings
Perform asset management responsibilities as assigned by supervisor
Assist with IT tasks related to office moves, buildouts and relocations
Operate as “remote hands” for other IT functions, such as Telecommunications and Hosting
Maintain a thorough understanding of IT Services’ organization and service offerings in order to identify how best to address end user technology needs and incidents
Understand the Firm’s business and organization sufficiently to anticipate and resolve end user technology issues that affect productivity of Firm personnel
A Bachelor's degree or Diploma in Information Technology with relevant work experience
Approximately 2-4 years of experience in end user technology support
Strong analytical skills are required to address end-user incidents escalated from the service desk or offered by end user on walk-up issues
Ability to prioritize incidents being worked on and communicate those priorities to end users as necessary
Excellent communication, interpersonal, organizational, and time management skills
Excellent customer service attitude
Ability to work effectively with all levels of end users and IT personnel

Applications Support Analyst Resume Examples & Samples

Bachelor or Master degree, Major in computer since or related
At least 2-3 years' production support experience
Hands-on Sql, Oracle, Linux skillset
Good English communication skill
Having Large ETL application support experience is a plus

Applications Support Analyst Resume Examples & Samples

Partner closely with AD/Vendor to understand the architecture and design and if needed submit Change Requests for system improvements
Document, plan and implement system or client setup changes using enterprise management systems and adhering to corporate policies
Conduct independent root cause analysis of system problems in a timely and effective manner
Provide support during occasional weekend migrations of infrastructure and / or application changes on an as-required basis
Serve as a liaison to technology service providers when analyzing system performance, diagnosing issues and planning for future changes
Candidates must qualify via a rigorous security clearance process with extensive background checks
Practical and applied skills working with a Windows Operating system along with troubleshooting Windows based applications
Ability to analyze and explain the risks involved in using, or not using, technology solutions to solve business or organizational problems and not compromising on the architectural direction and vision
Ability to work well in a fast pace environment, be flexible and adaptable in a fast changing environment
Must have a positive and a can do attitude
1+ year of IT systems/application support/development experience
Windows - experience working with Windows 2003/2008 in a production environment
Hands-on experience with writing and executing SQL in SQL Server 2005/2008 and/or other database applications desired
Scripting - Solid understanding of scripting such as VBScript and/or Powershell
Experience with TIS Software Products (EFlow) a plus
Experience with Hyland OnBase workflow product a plus
Risk Management/Resiliency experience a plus
Experience with Business Objects a plus

Applications Support Analyst Resume Examples & Samples

Production Support (Application Services Delivery)
Technology Infrastructure Architecture and Engineering
Lead efforts to investigate and remediate high profile Brokerage, Credit, JPM Securities Trading, Private Investments, Document Storage and various Application Reporting Tools day to day issues
Manage activities to improve the overall operating environment
Identify opportunities for application tuning. Coordinate problem and incident management activities
Work closely with the Trade support team, booking team and settlement team for smooth trade execution and settlement
Ensure better user experience by minimizing critical or high priority issues
Assist the team members in Corporate and SOX audit
Ensure the team has acquired the appropriate application knowledge
Follow the appropriate change management process for production release which includes permit to operate review
Perform data masking of Personal Information data in non-production environments to prevent exposure of client data
Review and enhance application Run Books. Review and enhance Technology Recovery Action Plans (TRAPS)
Lead the Application Support Team and participate in Disaster Recovery and Sustain Resiliency tests
Lead knowledge management activities which include knowledge acquisition and training
Lead resource allocation in project, initiative and BAU weekend activities

Applications Support Analyst Resume Examples & Samples

Drive Priority 1 (P1) CB impacting or accountable issues, via timely communication of appropriate content, in a consistent and coordinated manner, and to translate technical events in terms of business impact
Provide a single source of information from corporate support functions and LOBs to be communicated to senior management during incidents of a severe nature with major impact
Ensure appropriate representation of every major LOB and support area during Crisis Management Team activity at all levels
Apply a structured change management approach and methodology for creating changes and securing approvals. Communicate with the Change Requestor or Point of Contact to keep them informed of the progress of the change request up through Planning & Scheduling
Facilitate in-depth research and root cause analysis meetings for production issues
Ability to determine whether specific legal or regulatory issues are raised by the incident
Ability to determine whether specific compliance or regulatory issues are raised by the incident
Ensure that operating processes, procedures and controls, used during the recovery process, are adequate
Management of monthly operating system patches across CB LOB
Excellent interpersonal/communication and organizational skills
Incident management experience of managing higher priority issues
A solid understanding of the JPMC changes management process, principles and methodologies
Prior L1/L2 Prod & Non-Prod Support experience
Sound knowledge of windows & Unix operating systems
Excellent Problem solving and root cause identification skills
Proficient in SharePoint, excel, power-point, JIRA, ITIL framework
Expert use of Microsoft Word, Excel, PowerPoint and ability to present to senior management
CB Business/Domain knowledge is an additional advantage

Applications Support Analyst Resume Examples & Samples

Work in a multi-disciplinary team to provide day to day production support and assistance for technology projects
Primary point of contact for user issues and requests, technical troubleshooting, analysis and resolution
Production support to include problem resolution, application administration and configuration, application support for SDLC related products
Communicating directly with users, understand end user requirements and relationship building
Experience with Linux, UNIX operating environments
Experience with Windows Server and Desktop and VDI
Experience of working in a distributed team of technical staff / working in technology organization
Experience of working in an environment subject to Change Control, implementation policies and standards
Strong documentation skills, ability to organize and prioritize workload
Experience with Scripting - Perl, Python, UNIX Shell
Experience of desktop virus scan tools and standardized methodology for delivery of patches and/or upgrade of desktop applications
Knowledge of developer tools such as IDEs (Eclipse, MS-Visual Studio.NET, and so on)
ITIL Qualification

Applications Support Analyst Resume Examples & Samples

3 + years of work experience as a Technical Analyst
3 + years of work experience in a relational database environment (SYBASE and ORACLE)
3 +years of working experience in Unix and Wintel
Preferred Big 4 Consulting IT experience

Applications Support Analyst Resume Examples & Samples

Partners with Production Management teams to grow and maintain the scope of CAPS service
Reporting directly to the regional CAPS Manager, provide day-to-day application support within the production environment to a standard that meets or exceeds Operational Level Agreements
Assist with the transition of production application support tasks from Business Aligned Teams to the CAPS Team in order to realise increased service optimisation through economies of scale
Continually analyse service metrics to identify production resiliency improvement opportunities and present findings to technology stakeholders to discuss, agree and implement solutions
Fully participate in the support rota to ensure adequate business support coverage
Technology degree or 2+ years practical work experience in time sensitive production administration, ideally with a financial institution
Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of tools, platforms and working practices
Comfortable learning unfamiliar technologies – CAPS covers many line of businesses that use a wide range of third-party and in-house application
Self-starter with confidence to drive issues through to completion
Investigation and analysis skills in order to recommend value-add solutions in problem focus areas
Multi-disciplined technology skills encompassing some or all

100

Applications Support Analyst Resume Examples & Samples

Ability to build and unit test against specifications
Ability to Design, develop, code, test, debug and document applications using Essbase and other supporting tools to satisfy requirements of user areas
Research and evaluate alternative solutions and make recommendations
Support QA phase by tracking and assigning defects to development team; work with QA leads to schedule fixes and builds and enable QA to be successful
Participate in the definition of Operational Data Stores and data marts that perform well and meet the client expectations. Works with other team members, including DBA's, ETL developers, Technical Architects, and Business Analysts
Excellent knowledge of the Full life cycle of a project
Typically requires up to Seven years+ of programming / application development work experience
6 - 8 years of Application Development or Operate Experience
Strong technical knowledge with 4 to 5 years experience in Hyperion Essbase 11 or above
Advanced level experience in the design, development and implementation of Hyperion Essbase
Knowledge in Essbase Administration
4+ years experience working with complex data warehouse projects
Experience working with users to ensure Essbase requirements are developed to specification
Ability to analyze source data for potential data quality issues and recommend a proper course of action
Knowledge of Essbase hardware infrastructure configuration
2+ years of Experience in Oracle relational databases, PL/SQL, UNIX and Shell Scripting
Sufficient knowledge to identify and help avoid pitfalls associated with data warehousing
Experience performing data analysis on large systems
Ability to collaborate with end users to generate ad hoc reports
Ability to effectively communicate information, both verbally and written, to end users and executive management
Experience participating in end user and technical requirement sessions
Must be self-motivated and take initiative in performing tasks
Team player; must be able to work professionally and collaboratively with the government customer and other contract members of the project team
Ability and willingness to multi-task and work in an often high pressure environment with deadlines
Strong technical knowledge with 2 to 3 years experience in Business Objects XI R3 or BI4 (Universe and Webi)
Experience working with many of the following tools - BO 3.1, BI 4.0, Explorer, Lifecycle Manager, SAP Integration Kit, Crystal SDK
Experience in the design, development and implementation of BOBJ universes and reports in multiple, large scale environments
Knowledge in Crystal Reports

101

Applications Support Analyst Resume Examples & Samples

Execute on small to medium type of maintenance projects like migration of servers/applications, driving bug fixes and improvement processes
Responsible for production support and maintenance processes that include Batch Interfaces, Server Inventory, and Application Run Books
Supporting installation and deployment of Packaged Software
Working with AD team and Release Management teams for deployment of code changes in UAT and Production
Managing and coordinating the day-to-day functioning of the daily processes
Reviewing production support incidents to identify trends and provide recommendations
3-5 years SQL experience required
Experience in production support and knowledge of Batch Interfaces/scheduling tools is required
MS SQL Server experience is nice to have
Perl background is helpful
UNIX experience specifically with file systems required
Windows Scripting experience is nice to have
Knowledge and understanding of Web based technologies

102

Applications Support Analyst Resume Examples & Samples

Cover a wide range of platform components, currently with bigger focus on / middleware (especially Weblogic/WebSphere,Tibco EMS, MQ & LDAP) /server platform / networking
Work as a bridge between application support/development teams and other CTI teams
Active engagement with development and support teams with a focus on requirements, inventory, capacity, utilisation and obsolescence
Working with development and CTI teams on application setup’s and support
Three or more years experience in managing engineering and development teams
Middleware messaging/application server experience is preferable
Ability to have the foresight to understand that localised development can benefit a wider audience within CITI
Structured approach towards development of processes and procedures and good project skills
Develops and maintains effective and positive working relationship with peers and management
Good technical knowledge of Linux / Unix / Windows including enterprise class servers and VM Ware infrastructure
Experience in application servers like Weblogic / Websphere or any others
Messaging knowledge for Tibco EMS, 29West / Ultra Messaging, Solace, MQ & LDAP
Experience and knowledge of databases and data analysis tools such as SQL and Excel Infrastructure Capacity and Performance
Data collection, consolidation, analysis and reporting

103

Applications Support Analyst Resume Examples & Samples

Delivering high quality service to Global Wealth Management front office, middle office, operations and technology employees
Using your knowledge and exemplary customer service skills to resolve phone and email inquiries regarding creating clients, KYC completeness, account opening, data quality issues, application usage/errors, workflow questions, and other miscellaneous items
Ensuring the accurate and timely escalation and resolution of all inquiries
Participating in User Acceptance Testing (UAT) phases for defect fixes, enhancements, and other strategic initiatives. (Will require weekend work.)
Significantly improve the quality of service and proactively contribute to the enhancement of the user experience
Be user centric and manage the relationship throughout the resolution process with regular end-user updates
Contribute to added value, user intelligence through the timely and accurate capture of high quality data in our systems
Support the build out of a prudent Global Support model through the adoption of all business processes and best practices. Demonstrate discipline and process rigor
Private Bank, Private Wealth Management or Chase Private Client experience preferred
Experience with client onboarding, KYC, account opening, trusts & estates
Using/supporting the Client Onboarding and Workstation applications a plus
Investment products, Brokerage or Securities industry experience a plus
Technology call center experience a plus
Ability to communicate with all levels within the Firm
Exemplary customer service, organizational and disciplined time management skills that render positive results
Customer focused and service oriented, with a proactive customer approach
Detail oriented with superior written, verbal, and problem solving skills
Ability to work effectively as a member of a team, demonstrate a responsible work ethic, high level of professionalism and sound judgment

104

Support Analyst Resume Examples & Samples

Obtain the technical and organizational knowledge required to perform these activities
Exposure to application support lifecycle
Exposure to programming and scripting concepts
Logical, analytical approach to problem solving
Flexible approach and ability to work under pressure

105

Support Analyst Resume Examples & Samples

Act as a liaison between FX Operations users, Asset Servicing users, OTC users and IT on all support issues
Own and resolve all application related Production issues
Provide timely and efficient support for the various applications
2+ years of experience in production support and software development
2+ years of experience in Solaris, Linux, Windows Server, Informix, Oracle, Sybase, MSSQL, Java, J2EE, Weblogic, MQ Series, BMC Control-M
Aptitude for production support
Proficiency in Informix, Oracle, Sybase and/or MSSQL is a plus

106

Applications Support Analyst Resume Examples & Samples

Provide offshore overnight support for both LRI and Dif applications
Monitor LRI Reference Data, Start of Day and Prelim processes overnight
Send daily Prelim communications to management team
Ensure DIF maintains uptime and is operation for users to successfully enter data
Execute deployments which includes reviewing changes, ensuring production readiness,

107

Applications Support Analyst Resume Examples & Samples

Experience in the support of real time transaction processing applications
Experience in Solaris, lynx, korn shell, Perl, JAVA (core and frameworks) , C/C++ is a plus
Working knowledge of application development
Experience in enterprise incident management practices, monitoring and performance tools
Ability to quickly receive and process information, make appropriate risk based decisions
Effective issue management skills, problem identification, root cause analysis, and solution recommendation
Self confident, self directed, ability to work with various levels of staff and management

108

Applications Support Analyst Resume Examples & Samples

Monitor infrastructure, servers, databases, distributed batch jobs
Troubleshoot technical issues (weblogic, Apache) or escalate and work with appropriate technology teams to provide solutions
Minimum 5 years of relevant Information Technology experience
Proven experience in incident/problem management or call center experience
Solid technical skills (knowledge of client server technology, networking basics, database technology etc.)
Experience with Incident Management methodologies, systems and tools
Outstanding interpersonal skills and ability to establish strong relationships with all levels of management
Technical knowledge including: SQL-Sybase and Oracle, Server - Wintel, Web logic, UNIX

109

Applications Support Analyst Resume Examples & Samples

Represent the Production Support organization on company-wide project teams
Monitor process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team
Prioritize workload, providing timely and accurate resolutions
Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs
Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner
Participate in knowledge transfer to ensure better grasp of the product and domain
Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect
Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments
Master’s degree or Bachelor’s degree equivalent in Computer Science, Engineering
4 – 6 years of experience in application support and development or related experience
4 - 6xperience supporting applications in Financial Domain, including Equities, Fixed Income Products, Auto Finance and Student Loans
4 – 6 years experience developing and supporting applications including scripting skills in Perl, Unix Shell Scripting and Windows batch scripting
Experience in Incident Management, Change Management and Problem Management
Experience in Infrastructure Support, Configuration and Release Management
Knowledge of the following tools and technologies: Oracle, SQL Server, Informatica, .Net, MQ, and Windows and UNIX operating systems

110

Applications Support Analyst Resume Examples & Samples

Work with users, development and Infrastructure teams, to resolve and/or mitigate outages to the application stack
Validate change tickets and deploy them to production
Review system metrics - performance & capacity and work with infrastructure and development teams for optimization
The successful applicant must possess demonstrable product knowledge coupled to e-trading business in an investment banking environment
6 – 8 years support experience in using SQL, Perl, Python and or any other scripting language on a daily basis plus strong appreciation of the concepts of SDLC
They will have excellent interpersonal skills and be able to rapidly understand and retain knowledge of business processes and the technology systems
Proven operator in high pressure, complex environments. Ability to concisely & precisely communicate with senior stakeholder groups
First-rate working knowledge of Unix/Linux or similar command line environment
Fully conversant in ITIL Incident, Problem, Change disciplines
Highly advantageous to have fulfilled a similar role in the FIC domain of a large scale investment bank
Hands on experience of Python is a plus
Ability to comfortably use and adapt to a number of different technologies to analytically resolve complex issues
Ability to priorities work load, multi task and react quickly to meet business expectations

111

Applications Support Analyst Resume Examples & Samples

Application Support of the front office investment and trading platforms, including interfacing with portfolio managers and traders daily
Troubleshooting business issues, solving problems to provide solutions to diverse investment teams and the product aligned trading desks
Ownership and accountability for the operation, monitoring and integrity of the technology platform
Escalation support for the members of the team located in other regions including evenings and weekends on a rotational basis
Providing oversight for the stability of the production environment within the change management process ensuring policies are enforced and adhered to
Relationship management internally with the investment teams, trading desks, operations teams, legal, audit, risk and compliance teams
Navigate the wider technology organization; build relationships to manage the team’s agenda with our critical technology partners
Proactively identify improvements and address them through independent thinking within a consensus driven team
3 - 5+ years experience in financial services with a focus in asset management
3 - 5+ years experience in technology
Detailed knowledge of the trading lifecycle, with a focus on front office technology
In depth knowledge of portfolio management and trading systems throughout the full application stack, infrastructure to GUI
Understanding of the Asset Management Business with a detailed knowledge of front office workflows and business processes
Multi Asset class product knowledge
Proven track record in project management, project delivery
Prior experience in technology service delivery teams
Experience of working within a global organization effectively leveraging cross regional teams
Technical fluency in a variety of technologies including industry leading asset management vendor applications
Knowledge of operating systems: UNIX, Windows, and Linux
Experience with the use and capabilities of Enterprise scheduling/workflow software. Experience with Control-M preferred
Advanced SQL knowledge on Sybase, Oracle, and Microsoft databases
PERL, UNIX, and Windows scripting experience
Experience with the use and capabilities of ETL software
Object oriented development language knowledge preferably Java
Knowledge of key Asset Management software packages
Understanding of the agile development methodology
Strong research, investigation and evaluation skills
Self motivated to operate independently and make necessary decisions within the global team
Ability to prioritize effectively within a dynamic global environment
Strong team player, results oriented with a flexible approach
Ability to present technology concisely to the business locally and globally with a good understanding of the receiving audience
Good inter-personal and communication skills, with excellent relationship building skills across multiple organizations and key touch points
Comfortable operating in high pressure environments whilst managing incidents across a global business
Ability to deal with and navigate difficult situations through strong teamwork and a focus on resolution

112

Support Analyst Resume Examples & Samples

The ability to thrive under pressure and manage multiple, concurrent and conflicting priorities and deadlines is required
Candidates should have a strong background in technology operations and application life-cycle management in the financial markets industry
Must have the ability to follow-up on requests and manage client expectations accordingly
LI-AA1

113

Support Analyst Resume Examples & Samples

Under the functional leadership of a manager or senior analyst, performs independent task assignment and analysis of an assigned subset of technologies, systems, and/or processes across the Group. In so doing, resolves problems and documents resolutions
Takes ownership of their assigned site(s) including having detailed knowledge about the equipment, systems, workflows, and personalities at their site(s). Leader and active participant in site projects that involve IT resources. Acts as the Customer Support Owner of their site(s) in that they are the “go-to” person for the Help Desk or other members of the IT department for all issues and questions regarding their site(s)
Provides advanced support of internal customers’ systems and technology at the site where assigned. This includes maintaining, installing, and trouble-shooting of software, operating systems, and computer and associated hardware. Resolves the software and hardware problems of our computer users while at the same time making those internal customers comfortable and confident with their technology and the IT department
Performs project assignments as determined by department leadership to plan and develop total system configuration and application solutions. Comprehends user requirements and determines logical solutions via computer system configurations and applications. This includes implementing technical solutions and streamlining processes to achieve efficiencies
Coordinate and communicate with peers, managers, customers and other teams
Able to react to change productively, communicate effectively and handle other essential and emergency tasks assigned

114

Applications Support Analyst Resume Examples & Samples

5+ years of Java/J2EE support/development experience
Oracle PLSQL
3+ years Unix
Unix Shell scripting
IBM MQ/ Weblogic
Worked on any Application Server
Onsite-offshore model experience

115

Applications Support Analyst Resume Examples & Samples

Provide 2nd and 3rd Level support for vendor and in-house applications
Manage production technology incidents to resolution, ensuring timely engagement, escalation and effective communication to business, technology and vendor partners. Ensure detailed Post Mortem reviews with AD partners and log follow up actions in HPSM for Problem Management
Monitoring and Resolving Peregrine tickets; prioritize workload in order to ensure timely problem resolution and customer satisfaction
Participate in activities such as Disaster Recovery Testing, Production Hot Fixes, Warranty Releases and Application Releases Implementation Planning
Participate in audit support activities, as they pertain to Information Security, for both internal and external audits. Perform audit support tasks as assigned
Troubleshoot and resolve system or provisioning issues. This requires detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
Engage with project teams through the SDLC of new applications to ensure successful onboarding into Production Management
Foster strong partnerships with Application Development (AD) team to identify/implement fixes to improve stability, reduce operational risk, and reduce manual tasks and ‘touches to production&#8217
Develop strong partnerships and communication channels with the businesses, AD, and other team members
Help define and drive Production Support Standards
Create, implement, and adhere to operational and technical standards, best practices, processes and procedures (problem/change/release/request/procurement management; incident/service/time reporting)
Identify and implement areas for improvement within operational and technical processes/ implementation
Ensure Production Management processes and procedures are followed and adhered to standards
Understand operational support model and work with the Release Management and Development teams during implementation and rollout of new services, upgrades, products and configurations, as appropriate
Evaluate service level issues and suggested enhancements escalated by Development Team to diagnose and address underlying system problems and inefficiencies
Engage third party suppliers/vendor on applications support issues
Work with Development Team on new code releases and defects
Be on a 24x7 rotation schedule to provide tier-2/3 Infrastructure support
8 years of experience as an Application Developer / Application Support Analyst in the financial services industry
Attention to detail is required with the ability to handle multiple issues / projects within the agreed upon priorities and expected completion dates
Practical experience with Oracle or other SQL/Non SQL databases, SQL, Stored Procedures, PL/SQL
Familiar with compiled programming languages such as JAVA or .NET C# and/or VB
Familiar with AutoSys and Control-M jobs
High level of proficiency debugging and analyzing complex software systems, including a willingness to deep-dive into all layers of the technology stack
Troubleshooting skills with the ability to correlate various logs files, events, etc to get to root cause of issues quickly and correctly
Ability to learn and apply new concepts/technologies quickly
Ability to learn the overall business operating models and underlying technical architecture
Excellent interpersonal relationship / teamwork skills
Excellent communication skills (verbal and written) in English, providing clear problem descriptions

116

Support Analyst Resume Examples & Samples

University degree in Computer Science or related discipline
English language skills mandatory (the team is international, English is the common language in the company)
Good at explaining, autonomous, curious, meticulous, ability to prioritize and organize tasks and initiative skills
Knowledge of Lotus Notes and Microsoft Office
Experience with primary messaging formats (SWIFT, CHIPS, FEDWIRE, SIC)
Excellent problem solving and organizational skills

117

Applications Support Analyst Resume Examples & Samples

Trouble shooting issues, leading technical investigations, supporting mission-critical platforms in a demanding 24/7 environment and performing root cause analysis of technical outages
Maintaining strong relationships with the first line teams through whom issues are directed from the end users; Application Development teams responsible for developing and maintaining the applications supported; the Infrastructure teams that supports the technology infrastructure on which the applications are installed
Involvement in a rotation to ensure adequate coverage across all products during core North America business hours. Hours of on-site coverage are based on our Global coverage Model. Weekend work to support critical business initiatives such as application rollouts, infrastructure changes or Disaster Recovery tests will be required at times but support coverage is based on a rotating team schedule
Participate in Incident Management and Problem Management processes and be accountable for root cause analysis, resolution, and reporting
Maintain knowledge base of known defects and issues, processes and support techniques
Custom report generation of straightforward user queries
Bachelor’s Degree (preferably in Computer Science or Management Information Systems)
4-5 years UNIX (Solaris/Linux) in a development or support role
4-5 years database experience (Sybase, Oracle, MS SQL Server)
1-3 years of experience with UNIX scripting tools such as Shell or PERL
Disaster Recovery planning and execution
Strong research, investigation and evaluation skills, with a structured approach to problem solving
Effective skills and experience analyzing technology systems behavior and issue resolution
Results oriented and highly flexible (able to change priorities at short notice)
Must possess the ability to quickly adapt to new systems and processes
Willingness to cross-train and ability to learn quickly
A self-starter, with the confidence to drive issues through to resolution at a fast pace
Candidate must have 2 to 5 years of experience providing production application support in the financial industry
Experience of developing trading/pricing or risk management applications in a securities trading environment is a plus
Knowledge of Excel, MS Access, VBA, Geneos
Understanding of the derivatives & bond businesses and securities processing is a plus
Understanding of P&L accounting, risk management and bond pricing is a plus
Understanding of electronic trading platforms is a plus

118

Applications Support Analyst Resume Examples & Samples

Application wellness
Coordinate and work with the global production support team
8 – 10 years of professional experience in the field of information and technology
3+ years of experience in Data Management
Experience in developing and designing of ETL methodology for supporting data transformations using Informatica Power Center, Ab Initio, or other ETL tools
Experience with UNIX scripting
Strong sense of ownership - Feeling of personal accountability for all areas directly or indirectly supporting the business/service area for which they are responsible. Willingness to drive people on all sides of an issue to a common understanding and then drive them toward resolution
Assess a situation, prioritize requirements, and then go out to any IT team, including both development and infrastructure, and get support as needed
Has a strong sense of self and purpose. Understands tasks and role, and does not need daily reassurances, yet maintains an open dialogue with all of the stakeholders

119

Applications Support Analyst Resume Examples & Samples

Handle day to day issues including daily health checks of applications and processes, working closely with End users, Development staff and Infrastructure teams, to prioritize and resolve tickets or provide work around
Monitor activities/processes of production to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives
Own incidents and problems and work to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues
Promote a collaborative Team environment that fosters creativity, innovation and high performance
3+ years of experience in Operations/Production support
Experience in data analysis, PLSQL, and T-SQL
Experience in UNIX/Linux environment
Experience working with MQ/UM
Experience working with various messaging protocols used in financial services like SWIFT, FIX etc... is a big plus
Strong technical knowledge, SDLC, and software development background is a plus
Experience working in financial services industry is a plus
Must demonstrate the ability to effectively communicate verbally and in writing to the team, management and the customers
Possess fantastic trouble-shooting skills, are driven to help internal/external customers and have the ability to dive deep into a new product to learn it inside and out

120

Support Analyst Resume Examples & Samples

Trouble shoot and resolve functional and technical issues with applications (UNIX, Mainframe and SAP based)
Respond to user queries on system issues and provide training/corrective action as appropriate
Provide consulting to Business Partners on application concerns and issues
Assist with GTAM process implementation for SAP Warehousing Systems
Assist with expansion of AERO support to ROW markets

121

Applications Support Analyst Resume Examples & Samples

Oracle 6i/9i/10g Developer Suite (Forms & Reports), Oracle Application Server 10g, AIX 7.1, C/C++, MQ, NDM, Java
At least 4+ years of relevant experience in Production Support on Unix based applications
Strong and proven record of troubleshooting and keen sense of urgency
Strong interpersonal communication skills to maintain good relationship among different stakeholders is required
Some good track records on production support services improvement initiatives

122

Applications Support Analyst Resume Examples & Samples

Provides 24x7 2nd level application support. Is first to react to monitor event. Assures problem calls are tracked, routed properly and closed. Coverage will include non-business hours, which may result in evening and weekend support remotely or onsite
Code deployments to production, pre-production systems
Monitoring and ensuring stability of all the systems to meet or exceed SLA of 99.95%
Assist Customer Care to troubleshoot and resolve issues by engaging various operate teams and AD teams to facilitate quick resolution
Manage DR environments and regular participate/organize DR testing
Manage upgrades of Apache and Tomcat servers and all 3rd party software
Follow appropriate change management procedures to manage and document changes to production systems
Document production and DR systems on a regular basis
Onboarding LOB applications into JPMM portal
Participate in UAT testing and production release sign-off for JPMM and other LOB apps
Analyze the potential cross-LOB impact of data processes and projects
Conduct root cause analysis of JPMM issues
Liaise with global support team
Weekend and out of hours work is required
1-2 years UNIX Linux administration and performance tuning
1-2 years DBA - Sybase, MS-SQL and Oracle
1+ years systems support experience
1+ year Perl/Unix Shell Scripts - to handle complex automation/administration
Monitoring software a plus(Geneos, Splunk, APM)
Communication Skills - ability to explain/understand relevant issues
Telephone Skills - polite mannerism/informative/helpful
Customer Service Orientation - build positive working relationships with customers at all times providing realistic information and managing their expectations
Industry Understanding - previous experience of Investment Banking industry preferable
Teamwork and co-operation - Ability to gel and work in a team oriented environment
Initiative - ability to think proactively

123

Support Analyst Resume Examples & Samples

Triage production issues and quickly determine appropriate path for resolution
Resolve production issues by providing Level 2 support
Provide input to technical resources on the nature of the issue
Provide appropriate communication to the impacted business during an outage
Writes Root Cause Analysis documents
Conducts needs analysis and documentation for continuous improvement efforts
Shapes the customer experience related to systems issues and continuous improvement efforts
Defines business requirements on continuous improvement efforts
Executes requirements traceability efforts in support of QA activities and UAT
Relationship Management: Supporting key business relationships across our customer base
Business and Technical Requirements Definition: Successfully demonstrate knowledge of Business Requirements Definition in the delivery of continuous improvement efforts; able to identify potential problems through basic analysis and develop appropriate test cases to assure effective testing of the solution
Problem Resolution: Demonstrated ability to drive resolution of production environment issues
Demonstrated strong organizational skills; strong analytical skills; and strong time management skills
Past experiences working with cross-functional work teams; understanding tasks and responsibilities; providing direction and motivation to others
Demonstrated experience with identifying, tracking and managing production issues / challenges and ensure they are reported on and resolved in a timely manner
Must be well-versed in the entire MS Office product suite, version 2007 or higher

124

Support Analyst Resume Examples & Samples

Proactive monitoring of application health
After hours support on a rotation basis (evening/weekend deployments etc)
Assist with the planning, testing and implementation of new application deployments
Perform testing according to test plans, monitor and report on results, and work with others on problem resolution
Work effectively as part of a team, supporting other members of the team in achieving project/business objectives and providing client services
Ability to work under pressure to meet strict timelines
Ability to maintain a level–head and positive attitude in stressful situations
Experience with multi-tasking in a fast-paced / often changing environment
Highly organized, self-motivated, customer oriented and be able to work independently as well as within a team
Embraces change and the opportunity to acquire new skills
Comply with mandated policies and procedures and contribute to procedural improvements

125

Applications Support Analyst Resume Examples & Samples

Technical expertise on multiple application platforms is a plus
Ensure timely Monitoring and Resolving of problem tickets
Ability to learn and apply new technologies quickly. Eagerness to learn new things
Strong focus on continual service improvement. Continually analyze incoming requests and determine potential efficiencies
Providing transparency to users on issue status on a daily basis
Liaising with other operate teams and the application development teams in order to resolve issues being reported
Must have 3 – 5 years experience in a product Support environment
Strong analytical, logical, technical and problem solving skills
Must be able to work well under pressure on teams in a demanding environment
Good working knowledge of customer support principles
Knowledge of UNIX/Solaris and basic administration skills
Knowledge of Database - Oracle/Sybase
Good understanding of the infrastructure and basic tuning/troubleshooting skills
Strong use of SQL is a must, Data and database investigation is frequently required
Good knowledge of investment banking and risk management practices. Understanding of credit and market risk assessment a plus
Strong verbal and written communication skills and sense of urgency, accountability, and ownership

126

Applications Support Analyst Resume Examples & Samples

Own incident resolution for LCT
Own root cause analyze for LCT
Provide infrastructure and application support for
5+ years of experience in IT operations, infrastructure support
5+ years of experience in IT operations, application support
3+ years of experience in formal incident and problem management
Experience in Web administration
Experience in Power Shell, Unix, SQL, or Java scripting
Experience with configuring monitoring tools (Tivoli, VCOPs, CA Wily, etc.)

127

Support Analyst Resume Examples & Samples

Act as a liaison between Clearing Collateral Valuations and Liquidity (CCVAL) operations users and IT on all support issues
Own and resolve all CCVAL applications related Production issues
Provide timely and efficient support for the various CCVAL applications
0-2 years of experience in software development and/or support
0-2 years of experience in Java, J2EE, Weblogic, Oracle, Unix, Windows Servers
Some knowledge of writing SQL queries
Proficiency in SQLServer is a plus

128

Support Analyst Resume Examples & Samples

Provide in-depth analysis and implement strategic Information technology solutions to production problems for the applications in his/her purview, while adhering to deadlines and facilitating timely delivery for Operations clients
Provide onsite and offsite support as well as off-hours support, if necessary, for the various business functions
Acquire and document knowledge on the various Credit Suisse applications and share the acquired knowledge and provide training to the team members
2+ years of experience in Software Development and/or application support
2+ years of experience in IBM Mainframe technologies like COBOL, JCL, DB2, VSAM, CICS
1+ years of experience in MQ series
1+ years of experience in supporting and managing business continuity tests, and power downs

129

Applications Support Analyst Resume Examples & Samples

Support the production environment on a day to day basis by monitoring ticket requests as well as responding to ad hoc requests
Must be flexible on hours of work, as the role will involve occasional unsocoable/weekend work
Execute and/or escalating problem management procedures as necessary
Perform daily health checks of intraday/overnight system batch processes
Document support activities, which include support tasks and outages and procedures
Support projects including deployments, disaster recovery exercises and migrations
Excellent interpersonal skills are critical in this role
Problem solving skills - natural inclination towards problem resolution
Create and maintain effective relationships with teams across the firm to resolve production issues efficiently
Must be available after hours and weekend on-call support
Strong verbal and written communication skills. Able to summarize technical details to a business-oriented audience

130

Applications Support Analyst Resume Examples & Samples

Provide day-to-day technical expertise and operational support to obtain highest degrees of production stability for the Front Office / Middle Office applications
Work with Application Development (AD) teams to implement fixes and improve stability
Manage production technology incidents to resolution, ensuring timely engagement, escalation and effective communication to business, technology and vendor partners
Participate in a support shift rotation to ensure adequate global business support coverage. This includes occasional Sunday support
3+ years experience in production support or application development in the financial services industry
Equities and Derivatives product knowledge
Good understanding of programming fundamentals
Experience in supporting Derivatives Risk & Trade management platforms
Working knowledge of UNIX (experience with Linux preferred)
Strong software and business systems design, analysis, development and support skills preferred

131

Trade Floor Support Analyst Resume Examples & Samples

Field high volume of calls, email and walk-up queries to provide support for time-sensitive hardware, application and market data support for US CM traders
Provide early on-site morning support and on-call weekend support to Global CM Traders
Installation, configuration and troubleshooting of all Market Data applications
Identifying and resolving vendor connectivity issues across all Market Data applications handling data from global locations
Provide troubleshooting expertise in PC’s, blades, laptops, Blackberry devices, and their associated hardware and software
Coordinating and implementing upgrades and changes to applications, workstation hardware and workstation operating systems in a production environment
Coordinate and implementing desk and PC moves across all US CM Trading offices
Provide support for entirety of Blade infrastructure from isolated Blade units to Blade chassis architecture
Ability to work under High Pressure Situations
Ability to resolve time sensitive issues quickly
Availability to work after hours and weekends

132

Applications Support Analyst Resume Examples & Samples

To manage and resolve day-to-day production support issues for a number of applications that support Instrument Reference Data processing throughout the world
The mission-critical nature of these globally-used applications means that on occasion it will be necessary for the
The successful candidate to work extended hours at short notice to help see an incident through to resolution
Enable an effective response to off-hours incidents a call-out rotate in maintained across the wider team. The
Engineer or Computer Science with relevant experience in Investment Banking domain shall be useful
Experience with Oracle, Sybase database and Tomcat/Websphere Application Server
Experience with Tools - Control M, Autosys, Geneos
Experience with ITIL a plus
Experience with MQ a plus

133

Applications Support Analyst Resume Examples & Samples

Day to day operations of the reporting environments. Respond to and resolve assigned support tickets on Business Objects issues in XI3.1 and BI 4.1 environments within defined SLA's
Technical problem resolution for all technology related issues within the BO environments, including trouble shooting server errors and utilizing management console for monitoring, requesting start and stop servers as required from infrastructure team
Vendor interaction via SAP Marketplace and with Technical Quality Manager on technical issues and problems requiring vendor support
Assist in the planning, design and implementation of the Business Objects upgrade from v3.1 to v4.1
Recreate software problems to facilitate solutions
This includes validating/testing the fix for the software problems
Performance management and capacity planning for BI 4.1 upgrade (reviews performance statistics, sets thresholds, understands future demands)
Assist with On-boarding new tenants to existing environment
Work with AD teams to determine approximate sizing of new reporting applications, assess fit into the existing shared environment
Recommends upgrades/additions to the environment to support new requirements and coordinates implementation
Design and implement security by creating user groups and granting access to BOE applications. As well as security restrictions (application level, folder level and object level) based on user profile and groups
Employ best practices for design, development, unit testing and test plan development
3+ years of experience administrating SAP systems in RedHat/Linux Server OS environments
Significant previous operational support and application troubleshooting (preferable in financial services) in SAP Business Objects Enterprise Administration (Central Management Console, Designer, Desktop Intelligence, Web Intelligence, InfoView, Import Wizard, Crystal Reports, Xcelsius)
Experience with production support of highly available applications
Experience with Apache Tomcat, WebSphere and Oracle 11g database
Experience with Universe configuration and row level securities
Experience with Webi reports using Universe and Custom SQL
Experience with Hyperlinks & bursting methods
Working knowledge of configuring the SAP integration Kit, Crystal SDK and Windows AD SSO
Deep knowledge of Unix/Linux and scripting
Strong technical background in networking, operating system, system administration and performance monitoring
Extraordinary Troubleshooter with ability to diagnose and support mission-critical systems
Familiarity with setting up disaster recovery plans to insure continuity of service for a Business Objects installation
Intermediate proficiency in managing performance monitoring and tuning in a Business Objects environments
Understanding of Custom access levels
Self-motivated and Responsible, able to own and drive a project when necessary
Strong ability to work in a highly focused technical environment together with other motivated and driven professionals, as well as the ability to work independently
Strong organizational, multi-tasking and time management skills to meet deadlines
Excellent verbal/written communication and presentation skills
Experience functioning as part of a software team, good communicator

134

Applications Support Analyst Resume Examples & Samples

2+ years of hands-on experience
Knowledge of the financial industry in relation to Fixed Income or Foreign Exchange is preferred but not essential
Windows/Linux OS
Database (MSSQL/Oracle/Sybase/other RDBMS)
Graduate/Post graduate qualifications in an Engineering stream with a very good academic record throughout from premier institutions

135

Applications Support Analyst Resume Examples & Samples

Oversees deployments of enhancements for application programs used in the Investment Bank
Performs day-to-day production support for applications, servers, DBMs; diagnoses problems; resolves production issues or works with SA & DBA staff to do so
Codes, tests, implements and communicates required tactical enhancements, including tactical monitoring solutions
UNIX (power user), exposure to a relational DBMS, and acceptable communication skills
Candidate should have at least two of the following: experience in production support, shell scripting, Perl scripting, monitoring & alerting, release management, or project leadership
UNIX administration and performance tuning: 1-2 years
DBA - Sybase, MS-SQL and Oracle: 1-2 years
Strong business partnership with Client Service Analysts, Application Developers, and other Service Delivery team members globally helpful, but not required
Investment Bank experience a plus

136

Applications Support Analyst Resume Examples & Samples

Take leadership role in trouble shooting day to day applications issues
Communicate with business partners and senior management on production incidents
Drive the effort on production service improvements by leading proactive system monitoring, providing feedbacks to application development team for system enhancements
Work with a global team of production support members to optimize the applications stability
Lead Disaster Recovery planning and execution efforts for all the supported applications

137

Applications Support Analyst Resume Examples & Samples

Know how to manage a workload which is subject to changing priorities and demands
Have the aptitude to understand the relationships between interdependent systems
Have the ability to logically analyse problems and propose solutions
2+ years hands on experience
Database (MSSQL/Oracle/Sybase/Other RDBMS)
Graduation/Post Graduation qualifications in Engineering stream with a very good academic record throughout from premier institutions

138

Applications Support Analyst Resume Examples & Samples

Technical Capabilities
Essential Skills
Strong analytical and problem solving skills nWindows/Linux OS
Desirable Skills

139

Applications Support Analyst Resume Examples & Samples

Provide day to day application support for a 7x24 global support model team within Funds & ECM core distribution business
Work closely with other Support, Development, Infra and QA teams for a smooth execution of production deployments
Investigate and analyze production issues and resolve issues in a timely manner – good troubleshooting skills
Ensure daily app heath checks and better user experience by minimizing critical or high priority issues
Work with the global leads in coordinating with the Development and Infrastructure teams to address and resolve issues. Conduct RCAs, Raise defects, and assign to appropriate teams
Use a ticketing system (HP Service Manager) to log all issues
Pro-actively monitor the alerts, Web and Database systems performance
Write and maintain run books and application support documents
Follow the appropriate Change Management Process for production deployment
Prod on-call team rota and extended weekend maintenance/releases support
Participate in Disaster Recovery testing

140

Applications Support Analyst Resume Examples & Samples

Proficient with Unix/Linux, Windows environment
Experience with Enterprise Content Management tools (Documentum, OWCS 11g) and Mobile Apps support experience is a big plus
Experience with Monitoring Tools: Wily Introscope, Foglight, and Keynote would be a plus
Technical experience and skills : WebSphere/Tomcat/Apache, MQ, Java/J2EE, SQL, Sybase/Oracle
Experience with Shell / Perl Scripting, ETL/ Batch Job scheduler
Strong ability to multi-task /change focus quickly

141

Applications Support Analyst Resume Examples & Samples

5 years experience utilizing scheduler software such as TWS or Platinum, and file transfer software such as Connect:Direct, RJE, or FTP
5 years experience in developing 'proactive' processes designed to alert/eliminate problems before they escalate to an issue
5 years experience using UNIX scripting commands such as ksh and perl
Knowledge of the business processes that are supported by the work flow. Excel, PowerPoint, Access and Word. 5 years experience with Oracle & SQL

142

Applications Support Analyst Resume Examples & Samples

3-5 years’ experience in working with Relational Databases (Sybase/Oracle)
At least 1 year of Struts experience and exposure to Spring/ORM packages
Experience with application tools such as RAD/Eclipse, DB Artisan and Operating systems: Unix/Linux
Experience with source control tools such as ClearCase/Subversion
Experience in working in all phases of SDLC
Exposure to best design/coding practices
Experience in working with Onshore/Offshore teams. Also needed is the excellent working experience with cross-functional teams(DBA/Deployment/Release teams )
College Education Preferred

143

Applications Support Analyst Resume Examples & Samples

Provide support for mission-critical trade capture system
Support all aspects of Cash and Derivatives trade and risk flows including trader-sales matching, Markitwire, SDR reporting
Perform T+0 risk reconciliations for the London Swaps desks
Application monitoring as well as the underlying infrastructure
Good UNIX (Solaris/Linux) knowledge and practical usage. (Able to navigate the system and know the core administration functions)
Business knowledge/ understanding of financial markets and products specially Fixed Income business
Experience of supporting traders trading applications from a face to face or remote perspective (NOT desktop support )
Previous experience of providing support of Trading systems or financial products
Previous experience of electronic markets
Derivatives expertise
Risk management/analytics and trade flow knowledge of Foreign exchange products

144

Applications Support Analyst Resume Examples & Samples

Good English Communication Skills
Good knowledge of DB and Microsoft ETL Tools SSIS/SSRS
Good knowledge of Windows Server

145

Applications Support Analyst Resume Examples & Samples

Cover a wide range of platform components, currently with bigger focus on middleware (especially Weblogic/WebSphere,Tibco EMS, MQ & LDAP)/server platform/networking
Three or more years of experience in managing engineering and development teams
Experience in application servers like Weblogic/Websphere or any others
Messaging knowledge for Tibco EMS, 29West /Ultra Messaging, Solace, MQ & LDAP

146

Support Analyst Resume Examples & Samples

Good understanding of SQL
Good overall IT knowledge including.NET and\or Java technologies
Excellent fault diagnosis and problem-solving skills
Proactive attitude
Exceptional leadership skills
Experience using and supporting Calypso environment (UNIX\Java set up)
Experience using and Supporting Front Arena environment
Experience of Bloomberg
Desire to learn new skills
Awareness of Enterprise Scheduling software, especially Tidal\Control-m
Experience usingeading\debugging C# and Excel VBA programming

147

Applications Support Analyst Resume Examples & Samples

Assist with the transition of production application support tasks from Business Aligned Teams to the CAPS Team in order to realize increased service optimization through economies of scale
Continually analyze service metrics to identify production resiliency improvement opportunities and present findings to technology stakeholders to discuss, agree and implement solutions
Technology related degree. 6+ years practical work experience in time sensitive production administration, ideally with a financial institution
Self starter with confidence to drive issues through to completion
Enterprise Monitoring and Alerting Platform Administration, e.g. ITRS Geneos, Nagios,

148

Applications Support Analyst Resume Examples & Samples

Provision and maintenance of the environments. Such as, set up, installation, connectivity, databases, configuration, user access requests, availability, database refreshing and right sizing
Working with DBA’s, Linux SA’s and AD teams to resolve any environment issue during or after release installations. Raising and actively pursuing Enterprise Quality Centre issues and so on
Deployments – Delivering the actual code deployments via the approved architectural approaches. Followed by simple smoke tests to ensure deployment completion. Escalating when issues arise to the relevant teams to resolve any break downs in the process. Sending issues to the correct owners so, they can be routed efficiently
Maintaining the environment integrity. (Monitoring process status, Qpid queue depths and so on). Performs regular checks of system components for errors and application of necessary corrective action
Co-ordinate DCPP & STS Test Demand and manage environment allocation per project/demand
Monitor test issues (UAT) via Morgan Messenger Forums
First line for Triaging of all Enterprise Quality Centre issues within an agreed SLA for
Tracking – Auditing and monitoring releases within the test environments
Versatility as demonstrated with troubleshooting diverse sets of hosting technologies (web server platforms, Java application platforms, operating systems, network components, database platforms) is strongly desired
Release Implementation – Plan and co-ordinate Dress Rehearsals and Releases into Production, developing the implementation scripts, ensuring the necessary support requirements are met
Continual process improvement for infrastructure as software e.g. automation of the environment prep steps, automation of the smoke testing, better management of the environments to a defined standard which benefits from the experience and lessons learned
ITSM tracking and reporting
Pre, Post & DR incident tracking and reporting
Document all process and systems on company Sharepoint
Excellent technical skills and be able to develop new skills quickly
Strong background in support of users, applications and systems
Strong partnership skills to ensure the effective management of all stakeholders involved in, and impacted by the testing
Be self-motivated and a good self-starter
Be able to manage their own time such that they can deliver to project milestones
Web server installation, configuration and support (Apache)
App server installation, configuration and support ( Websphere, Tomcat)
Linux/Solaris
SQL (to at least a basic level)
Experience (Desirable/Useful)
JVM tuning and analysis
A programming background or exposure to Java or C+

149

Applications Support Analyst Resume Examples & Samples

Will be working as an escalation point of contact for the production issues in the space and drives the resolutions
Will be working as a trend analyzer and proactively addresses the issues and keeps the documentation available for the team to address similar issues in the futures
Will act as a technology SME for the team on various integration points of the suite of products and will show cross technology expertise in analyzing and addressing the issues
Should be able to work independently and be able to lead people on technology areas with no people management
Should have demonstrated experience of ability to handle multiple incidents or projects simultaneously
Ability to drive multiple initiatives in production space independently and leading the team simultaneously where needed
Work to manage and maintain Retail server frames deployment, partitioning, and capacity
Work with application partners and architects, and participating in the design and documentation of the infrastructure and systems, building out the end-state solution, and working with production support teams to ensure a smooth transition into production
Post-production, serve as a knowledge expert for issues that arise with the designed/implemented solutions. Provide technical decisions and direction when working with project managers, application developers, and business partners
Act as an advocate for the customer's technical needs while ensuring compliance and adherence to all applicable processes, procedures, and standards and recommend solutions and alternatives in situations where they view efficiencies are not being obtained
Work on include large-scale cross-function application environments, smaller simple application servers, systems re-engineering/re-design, and system/site moves
As required, work weekends and/or off-hours to meet project/workload demands and occasional production on-call duties
4+ years hands-on experience implementing Windows 2003/2008/R2, experience implementing Red Hat Linux servers (5.x), together with experience on AIX in a large enterprise environment
4+ years experience designing highly reliable/recoverable UNIX-based solutions that address specific business needs and requirements
Good understanding of storage technologies like SAN and NAS and ability to understand infrastructure layers around them
Strong Experience on monitoring tools like Site Scope, Tivoli or Nagios
Strong Experience in infrastructure hardware of various OS platforms
Working knowledge with SQL Server 2008/2008R2
Experience planning /configuring and deploying Group Policy in a complex desktop and server environment
Experience with determining correct solution sizing/scaling based on business requirements
Solid experience with clustering, load balancing and high availability solutions
Thorough understanding of web and FTP services
Experience implementing WebSphere or WebLogic solutions strongly desired but not required
Thorough understanding of storage related technologies from a server perspective; working with provisioned SAN, external/remote storage media, etc
Knowledge of server to network interfaces, TCP/IP protocols, TCP/IP routing, IP switching, DNS and DHCP
Experience supporting various directory services including Active Directory
Strong communication skills (verbal and written) with the ability to communicate complex issues to technical and non-technical audiences that include peers, partners, AD partners, senior management, and customers
Strong documentation skills with experience designing system design diagrams, application flow diagrams, and other related technical documentation
Leadership abilities: ability to drive discussions with client, provides leadership for in-house internal partners, and explains complex issues to AD partners and senior management
Attention to detail and the ability to multitask
Must be able to remain focused on critical deliverables while remaining aware of simultaneous communications and issues
Professional customer-focused attitude at all times, even during situations of disagreement
Understanding of and experience with change management concepts, processes, and tools
Ability to train and mentor more junior technical staff
Experience working in a "hands-off" environment driven with controls/process in place
4+ years hands-on experience in Java technology

150

Support Analyst Resume Examples & Samples

You will be part of the BSC business-facing support team responsible for the primary relationship with the business providing support and on-going communication
You will work with the Front Office, Business Support and Operations teams, in both Hong Kong and Singapore, to understand and answer queries, to assess level of importance, to prioritize and to manage the resolution of the issues
You will work closely with the Level 2 (ASD) systems-facing team to manage the resolution of issues and liaise with technology counterparts globally in EMEA, India and the US and with teams in other lines of business
You will be responsible for communicating regularly with users on technology events and issues, and update progress on resolution
You will be responsible for constantly reviewing the efficiency of support processes in the Level 1 team, contribute to the build-out of the global support model and ensure constant service improvement
You will be responsible for generating and analyzing metrics around the team’s performance, business demand and incidents
You may be occasionally requested to write database extracts and assist in the construction of spreadsheet applications
You have a minimum of 5 years experience in an application support, technology support or in a service delivery role
You have excellent knowledge of financial products and core banking processes
You are comfortable working with business teams to understand complex issues and provide solutions
You have knowledge of Service/Operational Level Agreements and performance measurement
You have knowledge of the ITIL service management best practices including change management
You have technical skills especially in the use of SQL, plus expertise in a number of the following preferred products - Sybase, Oracle, scripting, MS Excel

151

Applications Support Analyst Resume Examples & Samples

5 - 7 years experience building and supporting infrastructure (servers, SAN, network connectivity, databases) for a Windows based platform
3 - 5 years experience partnering with development leads and architect to align a platform's technology drivers to the architecture design in order to identify and implement future state infrastructure improvements
3 - 5 years experience and advanced knowledge in using infrastructure monitoring and capacity management tools to support Windows/UNIX platforms
Advanced understanding of infrastructure project delivery best practices
Advanced technical problem solving skills
Experience building and supporting Windows 2003/2008/2012 Unix/LINUX servers
Oracle, SQL
Application Server like Tomcat, Autosys, Geneos
Previous experience with the following infrastructure and performance monitoring tools: Geneos, Perfmon, OpNet Ace Plus
Server/database performance tuning experience
Experience with Certificate and Key management
Previous experience working with the following technologies: .NET, Java, Apache, Tomcat, HTTPS, SSL, TLS, SSH, SFTP, Firewalls, Routers
Previous experience building infrastructure to support hub and spoke, componentized, architecture solutions
Previous experience building and supporting infrastructure that supports Lockbox processing or other image-based, transactional, remittance processing systems
Previous experience aligning an application's capacity model to future state infrastructure road map

152

Support Analyst Resume Examples & Samples

Contribute positively to the IT support team, ensuring that the team provides proactive, timely, effective and efficient operational support to users
Develop and automate current manual tracking processes within the team e.g. application hardware inventory, team activities tracker, monthly incident commentaries, application security and vulnerabilities
Participate in the support activities which could be application specific or across the organisation such as RDR, BCP, programme and infrastructure related upgrades
Adopt operational workflow; processes and toolsets, i.e. timely incident logging and user request fulfilment, quality issue/impact communications and appropriate escalations to the team lead and management
Adhere to bank's control procedures and work flow e.g. incident, problem and change management; vendor, procurement and contract management; and release management processes
Analyse and route issues to proper resolver teams and oversee issues and resolution to closure
Participate and collaborate with the project or development team in requirements gathering, clarification, and analyse impacts on issue or users requirements
Participate in testing of any enhancement or bug fixes delivered by development team or vendor

153

Applications Support Analyst Resume Examples & Samples

5 years experience with production support and development life cycle in Web Based and Client/Server environments
5 years experience with Oracle, SQL, SQL Server DB, UNIX, Java, Servlet, JSP, Spring, hibernate
5 years experience with technology problem resolution procedures and triage
3 years experience utilizing scheduler software such as Control-M or Autosys, and file transfer protocols such as FTP and SFTP
Contribute to training and knowledge sharing session between various technology Application Development and Production Support teams

154

Applications Support Analyst Resume Examples & Samples

Be part of the team member within the Production Support Services for the Distributed technology suite of applications in China under ICG Technology
In cases where the production support services are vendor managed, the staff is responsible to work with the vendor to ensure service quality according to the contract
Have to perform escalation procedures to senior levels, annual capacity planning and ensure high availability of system uptime
Provide insights to continuous improvements and innovation to streamline efficiency and increasing productivity
Ability to make sound judgment and decision when handling high severity issues. Gives clear leadership and command / control over pressing circumstances
2-3 years of experience working in a support environment
In depth knowledge of Product Processer
Exposure to various regulatory obligations in APAC region (not limited to Singapore)

155

Support Analyst Resume Examples & Samples

Change management for any changes for the given service from stable service point of view
Independently carry out Incident Management activities according to the process, procedures, and work instructions
Identify opportunities for improvement, plan and agree with stakeholders and contribute to implement

156

Support Analyst Resume Examples & Samples

25% - Analysis & Design
Working with BAs and Team Leads to understand the functional scope of project work, questioning decisions and collaborating with end-users to ensure that business needs are met on a timely basis
Drafting initial design proposals for reviews by team leads and architects, and writing detailed technical specifications where appropriate
Liaising with the Design authority and IT teams in other regions to ensure that all new components fit within guiding principles
Following good processes and practices, as defined by the team standards; ensuring that documentation is complete, comprehensive and signed off
Providing KT (Knowledge Transition) to junior and new members of the team
40% - Implementation
Implement and test technical solutions from specifications to both new and existing systems
Ensuring code written meets the predefined company and department standards
Providing technical leadership to a small team of developers (5 people or less) where the project necessitates it
Conducting peer reviews and providing documented constructive feedback
Using third party tools to improve code quality and identify potential inefficiencies or security gaps
Creating and maintaining unit tests with an aim for 80% code coverage
Liaising with a test team to provide support during SIT, QA and UAT test phases
Diagnosis and resolution of defects found during SIT, QA and UAT test phases
Following established process and practices with regards to source code management and audit controls
Recommending efficient processes to manage a code base that may be affected by several concurrent work streams. Supporting regression testing
15% - Release Support
Writing release plans and coordinating release walkthroughs with the environment managers and RTB teams
Acting as a point of contact for support team, investigating and resolving issues found in production. Providing on-call support for releases
10% - Communication and Administration
Working closely with global development team members in other regions, participating in and contributing to technical discussions
Communicate effectively with the other external IT development teams and the local development manager
Ability to escalate issues to management as appropriate
10% - Tier-3 support
Responding promptly to requests from the RTB support team in order to resolve user queries and handle technical issues that are out of scope for the support staff
Making technical updates to reduce the manual support overhead

157

Support Analyst Resume Examples & Samples

Provide day-to-day support for the Marketing Applications technology systems through accurate problem identification and timely resolution of production issues; which could include the ability to provide on-call/after business hours support
Ensure timely notification and escalation of possible issues/problems and recommendations for prompt resolution
Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
Maintain accurate documentation

158

Applications Support Analyst Resume Examples & Samples

Must have 5-7+ Years of SAS product installation experience in UNIX/AIX
7-10 years of experience overall, with at least 2+ years of experience working
Adding, modifying and deleting SAS users and user privilege
Registering data sources in metadata
Managing software license, both client and server, installation and compliance
Tracking, evaluating, testing and deploying patches and hot fixes
Responding to and resolve user reported incidents
Monitoring server and system health, notifying other support teams as necessary to maintain system availability
Adding, removing and monitoring jobs on the job scheduler
Escalating issues to SAS Support and work with SAS to resolve incidents
Participating in infrastructure projects to improve the SAS environment
Participating in other business intelligence and IT projects that affect the SAS environment as the SAS expert
Documenting system and process changes
Making recommendations to user community and management for improvement
Install and configure SAS

159

Applications Support Analyst Resume Examples & Samples

Work closely with custody production support colleagues in London, Belfast, Brazil and Tampa to ensure 24 x 7 supports of our Custody applications
US. Night Batch monitoring, early morning Batch/Online/Secore System Wellness check. Working on User, OPS, Product, Client issues via Service Now tickets
To cover 0800-1800 as normal hours, and extend to 22:00 while necessary. Later on need to do rotation and shift on 0800-2200 when have 4~5 persons production support team in Shanghai. To work weekend’s / bank holiday where necessary
The candidate needs to possess great multitasking skills
The skill set we use: COBOL, DB2, CICS, OPC, VSAM and all Batch and Online related tools / software
Good communication skills, both verbal and written, with the ability to produce easily understood status reporting and technical documentation

160

Applications Support Analyst Resume Examples & Samples

24x6 monitoring of batch jobs for various applications in Operations Technolgy
Create and Maintain documentation to ensure knowledge accessibility
Automate and streamline process using scripts and scheduling tools
Liaise with other application support teams and internal/external business and technical partners
Provide ad hoc and on-demand reports
Perform timely escalation of critical issues and proactively identify patterns of recurring issues to improve production
Lead problem resolution and conduct root cause analysis and establish processes that will help incident prevention
Ensures that all production changes are processed according to Change Management policies and procedures
Ensures that appropriate levels of Quality Assurance have been met for all new and existing products
The candidate must have 5+ years of hands-on Production Support experience
Strong Unix and Oracle SQL skills
Experience with some Bank Accounting package is desirable
Very strong troubleshooting skills
Good written and interpersonal communication skills
Ability to multi-task and effectively prioritize in a highly dynamic work environment
Nice to haves worked on – Monitoring tools like Geneos/Tivoli, Change/Incident/Problem Management tools, Scheduling tools like Autosys. Knowledge of vendor products like Temenos T24

161

Applications Support Analyst Resume Examples & Samples

Strong Communication skills to communicate status, work closely with the business and project teams
Provide daily environment status updates, highlight any key issues and path for resolution as well as escalate any critical issues in a timely manner
Support code/config installs into UAT environments (as would be a separate non AD)
Running daily health checks on each environment – (And automate this via getting fog light set up/creating a bespoke environment dashboard)
Coordinating with AD teams/DBA’s/any other infrastructure teams on issue resolution
Developing and implementing Improvement activities for supporting environments
Own creation of supporting documentation and training others for hand over to production and support
They would have NO access or role to support production
Assist with any access governance to UAT
Reporting wise to maintain segregation of duties and overall independent governance they would report to me and therefore I would take ownership of this team function
Act as an SME in usage of quality centre and Adherence to standard Test processes and procedures
Help to automate any repetitive testing, maintain and run this after each full/patch or change has been introduced
Feed into defect tracking, investigating issues and escalating where necessary
Degree level or equivalent working experience
3/4 years of infrastructure support experience
Test automation experience and the creation of bespoke scripts
Previous application development experience is preferred
UNIX commands & scripting
Database knowledge (oracle, Sybase)
Autosys or equivalent scheduling tool
Cognos/business objects or equivalent business intelligence tool

162

Applications Support Analyst Resume Examples & Samples

Work closely with first level support, development teams, infrastructure teams and the Research business
Ensure the stability of applications by proactively seeking ways of improving stability
Develop capacity planning, resiliency/failover plans and monitoring tools
Perform Change Management and deployment activities on production environment
Provide ideas and conduct efficiency and effectiveness improvements in support processes
Perform Incident and Problem management including prioritization, cause analysis and escalation to appropriate groups
Liaise with users, business sponsors and other AD groups. Provide support to AD teams to ensure that changes can be placed into production and supported
Participate in special project initiatives
Production Support Experience

163

Applications Support Analyst Resume Examples & Samples

Level-2 Troubleshooting Applications / Infrastructure issues within benchmarked SLA’s
Responsible to report production impact details and able to elaborate to the management
Analyze and drive to RCA (Root Cause Analysis)
Support SFTP, HTTPS and MFT transmissions
Support enterprise quarterly HA/DR Sustained resiliency projects
Collaborate with Level 3 AppDev or engineering teams when issues arise that requires additional support
Implementing, measuring, and improving all processes, procedures, and activities required to ensure maximum availability, utility, flexibility, and responsiveness of the production environment
Perform implementation, maintenance, remediation, and troubleshooting services for enterprise applications
Assist in testing and monitoring systems changes implemented by the organization
Ensure compliance with JPMorgan policies and procedures
Unix/Windows/Linux platforms
Provide batch support using Control-M, and Autosys
You should be able to install, configure and troubleshoot WebSphere and WebLogic related tasks
Be able to troubleshoot and communicate OS, Application and User level issues
Be able to communicate and coordinate issues/tasks to the different teams within the organization
Advise customers systems, process, and programs to enhance operational efficiency
Develops strategies, programs/projects that impact group, and/or organization
Leverages resources to maximize achievement of project goals
Be able to schedule and execute change controls per the guidelines from the change control and incident management process
3-5 years of strong experiencing in AIX/LINUX and Windows (2003/2008)
3-5 years of experience with Apache/Websphere Application Server v7.0/8.x and IIS v6.x, 7.x
3-5 years of strong experience in Control-M and/or Autosys
Strong knowledge of tools and scripting methods for deployment and configuration of Web Application. Familiarity with Tortoise SVN and HP Service manager
Should be familiar with different Network protocols such as TCP/IP, DNS, SSH, SFTP
Should be able to provide 24/7 on-call production support
The successful candidate must be an articulate and persuasive leader who can serve as an effective member of the team and who is able to communicate security-related concepts to a broad range of technical and non-technical staff
The candidate should also be capable of negotiating issues and resolving complex problems with creative solutions
The ability to organize, prioritize, and manage multiple projects simultaneously is essential to this position

164

Support Analyst Resume Examples & Samples

Provide escalated support to .NET based web applications hosted in IIS
Identify defects in an application by local code debug and raise change requests with the development teams
Define health check for bespoke applications and set up monitoring and alerting in Nagios/Opsview
Troubleshoot data discrepancies using HTTP requests to REST APIs for both in-house and third party applications
Support data bridges built on SSIS that writes to NoSQL database
Identify root cause for production issues by data extraction from NoSQL databases using Xquery
Create T-SQL scripts/ Views on demand for data manipulation on legacy systems
Troubleshoot excel macros/VBA for legacy systems and enhance them as required
Use powershell to automate application status checks for monitoring and alerting
Actively participate in requirement gathering meetings and sprint showcases by development teams
Provide support as part of an on-call ROTA out of UK business hours
Experience with REST API
Working knowledge with XML data using Xquery
Good understanding of .NET based web applications, MVC model, IIS
Exposure to T-SQL/SSIS/SSRS
Amazon Web Services (AWS)
Experience working with any monitoring systems Eg. Nagios
Basic network troubleshooting – Windows and Linu
Understanding of NoSQL
Version control system Eg. Atlassian Stash
Must have 6 or more of the key skills listed above
Strong client focus and genuine desire to assist
Experience working in tight deadlines
Experience working closely with key business stakeholders and development teams
Should be technically minded, quick learner and adaptable

165

Applications Support Analyst Resume Examples & Samples

Production Support experience including Procedural knowledge for production support, change management, incident management, user request management, system health, hygiene and other compliance and regulatory requirement monitoring, deployment, testing, engagement and coordination skills
Analytical troubleshooting skills. Debugging application code to find issues and identify bugs, issues and/or recommend necessary enhancement for user requirements
.NET, Java programming experience
MQ messaging technology
Autosys job administration
ETL/DatStage experience; and,
MSSQL, Sybase and Oracle database operate level expertise

166

Applications Support Analyst Resume Examples & Samples

Maintains effective relationships with core and extended program team members, peers, senior stakeholders and business managers
Identifies post incident review action items and process improvement opportunities
Aligns service offerings with business strategies, goals, and objectives
Designs & implements customer satisfaction surveys and measurements
Assists manager in resolving high level conflicts or program issues by making decisions or negotiating with affected senior management
Serves as a backup to the manager when the manager is unavailable, including any necessary interaction with senior managers
Experience working in a web-based distributed client server environment (J2E, IBM's MQ)
Weblogic
Webmethods (a plus)
A strong application development background with a solid understanding of development methodologies and / or
Knowledge of incident, problem management, ticket, change, and risk management processes and tools
Experience with setup and tuning of application monitoring tools (Dynatrace, Keynote, GENEOS, Tivoli, Splunk, OEM, or similar)
Able to make trusted and unbiased judgments
Communication (written and verbal) - Advanced
Co-ordination Skills - Advanced
Crisis Management Skills - Advanced
Results Delivery - Advanced
Innovation – Advanced
3 years performing development or production support for a suite of Financial Services Applications
Knowledge of ITIL (Information Technology Infrastructure Library) production support best practices
Understanding of Financial and Banking applications or related business experience a plus

167

Applications Support Analyst Resume Examples & Samples

Minimum 3 to 7 years of IT experience and related management experience
Senior application development and/or production support experience
Ability to influence and drive change
Must partner with stakeholders and senior leaders
Must have demonsrated ability to collaborate with senior leaders to understand their expectations regarding service delivery and service risk and control
Ability to persuade and influence is KEY. Must have ability to be tactful yet assertive. Strong collaboration and negotiation skills

168

Support Analyst Resume Examples & Samples

Contribute positively to theIT support team, ensuring that the team provides proactive, timely, effective and efficient support to users
Participate in the support activities which could be application specific or across the organisation such as RDR, BCP and infrastructure related upgrades
Adopt operational workflow and processes, i.e. timely incident logging, quality issue/impact communications and appropriate escalations to the team lead and management
Followbank's change controlprocedures and work flow e.g. change management, eform system and release processes
Analyse and route issues to proper teams and oversee issue and resolution to closure
Participate and collaborate with the project or development team in requirements gathering, clarification, and analyse impacts on issue or users requirements and ensure production readiness

169

Support Analyst Resume Examples & Samples

Codes, tests, debugs, implements, and documents programs. Assists in the modification of company products and/or customer/internal systems to meet the needs of the client and/or end-user
Assists in resolving production support problems. Develops and suggests alternative approaches to resolving problems
Develops test plans to verify logic of new or modified programs. Identifies issues as appropriate
Remains abreast of and researches industry technical trends and new development to maintain current skills and remain current with industry standards
Over 5 years experience
Primary skills - Javascript, AngularJS, ExtJs, HTML,CSS, Java, Backbone JS & Bootstrap
JavaScript development technology
Backend Restful services
Issue tracking and ALM tool
Ability to work as part of a larger team consisting of a lead engineer and a business analyst
Ability to write both application code and tests (Unit, Integration and System)
Interpersonal skills to interact with team members

170

Support Analyst Resume Examples & Samples

Primary skills
Javascript, AngularJS, HTML,CSS & Bootstrap
Preferrable skills
ExtJs, Java, Backbone JS

171

Applications Support Analyst Resume Examples & Samples

Candidate will be responsible for production support
Duties include: Resolving jobs abends with minimum turnaround time and troubleshooting, service level agreement monitoring and maintenance, problem resolution, issue escalation, general maintenance of the production environment and RTE processes and reporting during certain planned critical activities
Root cause analysis of issues reported by business/users, providing solutions and working with the application development partners to implement those
Proactively identify any issues that would result in a potential monetary or customer impact to the firm and mitigate those
Total experience should be around 3-4 years in software Industry
Experience in all/some of the distributed technologies viz, PL-SQL, UNIX, Shell Scripting
Knowledge of Control M desirable but not mandatory
Creativity, innovation and the ability to work in a fast-paced environment

172

Applications Support Analyst Resume Examples & Samples

Day to day operations of the reporting environments. Respond to and resolve assigned support tickets on Business Objects issues in BI 4.1 environments within defined SLA's
Assist in the planning, design and implementation patches and upgrades to Business Objects
2+ years of experience administrating SAP systems in RedHat/Solaris Server OS environments
Significant previous operational support and application troubleshooting (preferable in financial services) in SAP Business Objects Enterprise Administration (Central Management Console, Designer, Web Intelligence, InfoView, Promotion Manager, Crystal Reports, Mobile)
Experience with WebSphere and Oracle 11g database
Strong background in networking, operating system, performance monitoring

173

Support Analyst Resume Examples & Samples

Fulfill an Analyst level role in the support and maintenance of applications
Raise problem records to be sent to the demand/delivery team
Resolve and monitor support issues that arise as well as perform routine maintenance activities in conjunction with other NAB technology groups
Work closely with providing the business stakeholders information on live incidents
Perform change management activities including approvals and representation at the Change Approval Board (CAB)
Provide system support by providing fail and fix application support - (24x7 roster)
Experience with Helpdesk operations, ITIL related frameworks; particularly incident management as well as root cause analysis
Contribute to continuous improvement and innovation projects
Solid experience developing and supporting Domino based applications
Strong SQL, .NET, HTML experience
Understanding of Windows Server and IIS
Understanding of ITIL framework
Have a basic understanding of
UNIX, Java and/or Websphere experience
Understanding of Agile methodologies

174

Applications Support Analyst Resume Examples & Samples

Work as part of the CAPS team to deliver against core business objectives and the PM target operating model
Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of CIB tools, platforms and working practices
Solid investigation and analysis skills in order to recommend value-add solutions in problem focus areas
Technical skills advantageous, however on job training will be provided

175

Trade Floor Support Analyst Resume Examples & Samples

Providing time critical support for Hong Kong trading desks as part of a global team
Supporting end user and server side issues across Middle East &Asia Pacific
PC and Server application and hardware Support
Installation and configuration of supported hardware as per the company standards and documentation
Management of computer rooms in regional offices
Technical support for the backup solution in each regional office
Technical support for the roaming and remote users including Citrix, RSA secure ID and blackberries /GOOD
Antivirus management and support
Ensuring global system infrastructure, technical documentation and procedures are reviewed and updated continuously
Resolution of service now tickets assigned to the regional support queue in adherence to policies &procedures
Assist with out of hours & weekend work when required
Liaising with the IT Support Manager & senior management in response to major incidents
Setting and managing customer expectations, providing updates to customers as required
Identify and propose improvements to the current support procedures & documentation
Build relationships with internal and external parties

176

Applications Support Analyst Resume Examples & Samples

Monitoring and Resolving Peregrine tick
3-5 years prior UNIX, and LDAP platform administration
Extensive experience in supporting and troubleshooting J2EE web applications and databases
Flexible with regard to working shifts; On-Call & weekends; Overtime
Extensive UNIX and Windows O/S background
Extensive database experience
Experience in programming languages including. Unix scripting, Perl, Python

177

Applications Support Analyst Resume Examples & Samples

3+ years of past experience in electronic trading
Expertise in either Python or Perl
Proficiency on Unix platform
Clear communication skills

178

Support Analyst Resume Examples & Samples

Act as primary liaison between system users and IT technical personnel/vendors
Participate in the definition, planning, and monitoring of support activities for IT applications including troubleshooting, performance monitoring, requirements gathering, problem analysis, support analytics, and end-user training
Help ensure that service levels are maintained by monitoring and tracking reported incidents, providing status reports, communications and metrics
Write business requirements that can be effectively translated into detailed functional specifications and/or user stories, from which appropriate business systems can be implemented or existing systems enhanced
Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines
Guide the technical recovery of major system outages, interfacing with numerous stakeholders including external vendors or outsourced service delivery teams
Collaborate with technical team to perform problem analysis and post implementation reviews to document learnings and ensure the continuous improvement of the IT services
Develop and maintain application documentation to help ensure that support can be efficiently performed and the impact of future requests can be assessed
Communicate fixes, enhancements, test plans, training issues and timeframes to users
Maintain internal and external controls to ensure proper governance, security and quality of data assets
Escalate issues and seek advice from Level 3/development team on complex issues or problems in a timely manner
Participate in on-call rotation for Level 2 support
3 years of experience in application support or service operations in a large enterprise environment
Experience writing and debugging complex SQL queries
Demonstrated experience leveraging ITIL or other service management methodologies
Excellent verbal and written communications skills, able to articulate complex ideas in succinct, business terms without the use of technical jargon
Previous work experience in media production, broadcast and/or distribution
Working knowledge of relational databases (Oracle, Microsoft SQL Server)
Experience in an outsourced IT environment
Working knowledge of ServiceNow
Networking or system administration certifications

179

Trade Floor Support Analyst Resume Examples & Samples

Minimum 3 years financial industry experience
Knowledge of Trading workflows and understanding of Equities, Futures and options markets
Clear, concise written and verbal communication
Ability to communicate clearly under pressure
Ability to understand business requirements and prioritization during outage situations
Be able to effectively work with business users, developers and product managers
Ability to relate a technical issue to business impact
Be able to use multiple sources of information for root cause analysis (e.g. log files / database tables / java code )
Basic knowledge of UNIX commands to allow for debugging
Fix protocol knowledge
Equity trade floor support a plus
Temperament to work under pressure in a fast moving production environment
Confident in dealing with traders and other business functions including IT management
Good communication skills – ability to liaise with both Business and IT users in a clear manner
Strong problem ownership and resolution skills

180

Applications Support Analyst Resume Examples & Samples

Solid understanding of standard client/server, networking, and Internet fundamentals
Demonstrated project management competencies
Excellent communication skill and interpersonal skill
Have a sound macro view of the working of Global financial markets

181

Applications Support Analyst Resume Examples & Samples

Repairs outages and ensures systems operate properly
Aligns engineering development requirements with the capabilities of site infrastructure and becomes proficient in understanding how each software component, system design, and configuration is linked together to form an end-to-end solution on a small sub-set of applications
Participates in the design of architectures and automation that deliver against strict requirements for functionality, scalability, performance, and reliability, working closely with software developers and QA engineers prior to production release to ensure smooth transition into production
Advises innovations for best practice configuration on new and updated systems
Monitors, diagnoses and triages service application issues for core web platform
Creates pre-production code backups, new code updates, configuration file updates, application configuration changes, application engine installation and setup, registry changes, virtual and physical IP address assignments
Uses automation/scripting languages to create internal solutions for common problems, adjusts complex customer applications and cache configurations as necessary, and optimizes environment variables
Documents system incident and change management systems and prioritizes escalated issues in on-line issue tracking system
Verifies and reproduces system operation and diagnoses issues by interacting with development to understand issues, database querying, log file analysis, error correlation, scripting, and data analysis
Serves in an after-hours support on-call rotation as an escalation contact and subject matter expert for service trouble incidents, and to triage incoming issues
Correctly prioritizes efforts to solve issues when appropriate or expedite, and determines when further escalation is needed
Identifies areas to reduce errors, implement automation and improve operational efficiencies
Knowledge of IIS and web-based applications
Knowledge of .NET Framework
Understanding of network configuration, DNS, Active Directory, and SQL server
Ability to work in a fast-paced environment and learn new technologies quickly
Understand industry best practices regarding governance, security, change control, problem management and incident management
Strong troubleshooting skills in a Windows environment, Linux also preferred
5+ years working in Information Technology field
3+ years working in a Production environment handling various application-related issues
Degree in Computer Science or related discipline is highly preferred

182

Applications Support Analyst Resume Examples & Samples

Knowledge of Lunix/Windows OS
Knowledge of Database and SQL
Good English Communication Skill

183

Support Analyst Resume Examples & Samples

Complete auditable systems ID management functions including creation, deletion, unlocks and password resets
Manage end-to-end onboarding process for AML FIU systems
Create and maintain procedural documentation for the AML FIU system onboarding process
Maintain an accurate list of authorized users of AML FIU systems and process all removals
Triage and troubleshoot AML FIU system issues and liaise with appropriate groups across the enterprise
Triage and respond to incoming inquiries to the AML FIU through a centralized mailbox
Manage the Business Management Unit calendar by coordinating and ensuring the timely completion of activities including, but not limited to, annual BPA, procedure and training reviews and updates
Manage the AML FIU Intake Process
Onboard new AML FIU staff by coordinating interviews, administering tests and completing other duties as assigned
Coordinate AML FIU real estate and technolgy requirements, working in partnership with key stakeholders
Overall maintenance of the AML FIU Sharepoint team site
Recommend: Has the authority to provide and recommend actions to mitigate risk and use judgment-based decision-making regarding AML system health, policies and procedures
AML FIU Team
Enterprise AML Team
Technology & Operations
BMO Financial Group P&C, Wealth Management and Capital Markets
2 years in an ID Management role
Bachelor’s degree (preferred)
Knowledge of Anti-Money Laundering regulations and various technologies used to maintain compliance
Ability to effectively communicate, articulate and escalate issues pertaining to AML systems
Problem solving skills (strong)
Critical thinking skills (strong)
Team player (strong)
Environmental Understanding (working)
Relationship Management (working)
Concern for Order and Quality (working)

184

Applications Support Analyst Resume Examples & Samples

Manage incident management bridge calls with support teams, on-call support application teams and management
Assist other CB production support staff and CB applications in driving to resolution of production issues
Assist in driving to root cause for CB owned and impacting incidents
Writing timely and accurate executive style technical communications
Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call production support staff
Provide subject matter expertise for CB support issues. Represent CB for enterprise-wide issues and coordinate efforts with other LOB PACs
Bachelor’s degree in business, mathematics, engineering, information systems, computer science or related field preferred
5+ years of experience within a technology environment
3+ years of Incident Management experience
ITIL Framework V3 certification
Experience with mainframe, distributed platforms and network topologies
Ability to think and act independently to resolve production issues
Must display a history of achieving goals in a high performance environment
Proven verbal and written communication skills for both technical and business audiences
Excellent documentation skills
Advanced PC skills including Microsoft Excel, Word, Access, and PowerPoint

185

Trade Floor Support Analyst Resume Examples & Samples

Provide face to face support for the Securities Lending trading desk in New York
Perform application support by handling and consulting on BAU JIRAs/emails/alerts for the respective applications
Act as an escalation point for user issues and requests within the stream and report issues to senior management
Define, document and maintain procedures, SLAs and knowledge base to support the platforms to ensure consistent service levels are achieved across the Global support team
Ensure timely delivery of key data feeds within SLA’s. Consistently achieve maximum availability (up time) for critical functionality
Perform reviews of all open production items with the dev team and push for updates and resolutions to outstanding tasks and reoccurring issues
Perform reviews of existing monitoring for the platform and make improvements where possible
Solid technical skills with an interest in both client and server side technologies
Familiar with job scheduling tools: Control-M and experience with application monitoring tools: Geneos
Good communication skills in order to deal with diverse teams

186

Applications Support Analyst Resume Examples & Samples

Application production support and problem determination
Continual Service Improvement across the application portfolio
Own root cause analysis and provide tactical and strategic solutions
This position will be focused on proactive analysis to drive down outage minutes, improve recovery time, improve monitoring and reduce time to engage, as well as implement strategic solutions and train Level 1 support
Work with management to determine understand Key Performance Indicators, Service Level Agreement Metrics & other metrics & translate into monitoring solutions
Interface with Level 1, Development and Operations to understand known issues & implement proactive monitoring solutions
Interface with Level 1, Development and Operations to address & diagnose performance & stability
Interface with L1, QA, and Development to ensure good testing processes and standards
Train internal staff on effective use of the monitoring tools
Plan and execute Infrastructure projects
Plan and execute Risk Management projects
Identifying problems and opportunities, and participate in developing solutions
Participate and own investigation and resolution of complex problems related to supported technologies
Provide escalated ticket/incident management for CCT supported applications as well as will participate in defect management, issue tracking/trending
Taking leadership in owning issue resolution and driving them to completion
Communicating to end users, engineers, and operations
Provide performance /capacity metrics and ad hoc reporting of the same
Be on a 24x7 rotation schedule to provide level-2/3 application support (a 24x7 L1 team fields all calls and escalate only if needed)
Monitor the application performance and provide technical support as required

187

Support Analyst Resume Examples & Samples

Implementation, modification and deletion of file transfers in all environments according to the information provided in the corresponding MFT Service Request and the "Best Practice" standard templates
Initiation of the PSO process and tracking of the SW component manager PSOs
Support of customers regarding MFT Service Requests and Managed File Transfer in general
Incident and problem handling regarding file transfers definition in all environments
Focus on person - teamwork, initiative, independence, competence, efficiency, friendliness, communicative skills, ability to work under pressure, carefulness / precision, assertiveness
Focus on customer - secure, mature and pleasant appearance, good manners, networking skills (social)
Focus on economic efficiency - ability to judge, ability to set priorities, analytical abilities
Focus on economic efficiency - experienced IT user, competent knowledge of at least one of the following operating
System families: z/OS, UNIX, Microsoft Windows, knowledge of bank related procedures, interconnected thinking Experience
Education - Technical or basic business training, ECDL - European Computer Driving License, Speak and write German, English knowledge: At least Level B1
(EU language reference system), Education as computer scientist or business data processing specialist appreciated
IT basics
Databases
IT Security

188

Applications Support Analyst Resume Examples & Samples

Experience of supporting Test/Production Windows based applications
Knowledge of complex platform testing
Experience of HP Quality Centre
Technical Skillsets :-
Windows Skills required (minimum 3 years experience)
Transact SQL, Windows SQL Server, IBM MQ, Software deployment tools
Strong motivation skills
Ability to communicate with non-technical people
Strong communication and influencing skill

189

Applications Support Analyst Resume Examples & Samples

Review and leverage existing and to-be confirmed data sources to identify efficiency opportunities
Work with the lead to structure and confirm the approach to increase the efficiency of the identified function / process / task using approved solutions
Using these approved solutions (tools / scripts / improvements), work within the area to deliver the improvement
Confirm the efficiency has been delivered (via ServiceNow data / other agreed data sources) and is operating as business as usual
Working with the leads, identify work that is a candidate for moving to different teams
Work as part of a global team, partnering with all ICG Technology teams, CATE and CTI where needed to delivery efficiency
Working as part of a team providing support to a wide spectrum of senior stakeholders
Visibility at senior levels as well as becoming an integral part of the support apparatus of the organization
Exposure to a range of internal systems and processes and the opportunity to learn and understand the Firm’s business processes and architecture
Enhancing communication, organization and influencing skills
A solid background in finance technology, potentially in support of IT applications and / or project management
Experience of working as part of a Global community team
Demonstrable track record of attention to detail, getting results and delivery of improvements
It is essential that the candidate has a proven ability to meet new challenges and assimilate information
Technology and / or project management background
Self-motivated individual and creative thinker who will take ownership and accountability
Flexible, able to cope with changing requirements / time constraints
Generally tactful but firm when dealing with clients, stakeholders and other teams
Business focused, service oriented
Strong attention to detail essential
Focused on quality of output as well as the speed of delivery
Ability to use own initiative
Ability to work effectively in situations requiring analytical, interpretive, and problem solving techniques
A detailed and independent thinking style
Good influencing and negotiation skills; ability to build and maintain effective networks and relationships
Strong team working skills are essential
Extensive years’ work experience, preferably in the financial services sector

190

Support Analyst Resume Examples & Samples

Should be able to discuss and understand technical issues with end users and rectify them promptly
Ability to decide on corrective measures and resolved the incidents within stated SLA
Should demonstrate good interpersonal and customer support skill
Can identify and interpret key policies, standards and procedures affecting own area
Ability to work under pressure in a demanding and highly visible environment without constant guidance
Should be a team player and able to take ownership of escalated matters
Ability to converge with ongoing changes in shortest possible time
Should be discharging responsibilities as per prevailing processes and procedures
Should be able to interpret and apply info. Sec. and regulatory policies related to the area of responsibility
Desktop Support experience providing 2nd line remote desktop support in global financial organization
Expertise in advance level troubleshooting of incidents impacting end users
Hands-on experience in resolving Windows 7/XP issues
Good understanding of Virtualisation technology and ability to resolve issues on Virtual workstations
Fix issues related to Outlook, E-Vault, blackberry, office communicator, bChat etc
User perspective troubleshooting of remote access and ‘Good For Enterprise’ technologies
Working Knowledge of managing accounts in Active Directory, groups, Group Policy etc
Knowledge of networking essentials like TCP / IP, DHCP, DNS etc
Good understanding of Information Security concepts and various technologies used to implement them in desktop environment
Troubleshooting skill on End Point Security Products like Symantec/Lumension End Point Protection, PGP/PointSec Disk Encryption

191

Applications Support Analyst Resume Examples & Samples

6-8 years of experience of T24 core banking experience
Should have working knowledge of R10 & above
Candidate should have very good working knowledge on T24 functions ACCOUNTING including HVT processing, GL & REPORTING
Should have handled T24 Accounting & GL modules as part of support or implementation
Knowledge in Payments functionality is preferable
5+ Years of experience in production support
Knowledge in Unix Shell scripting, Python or Perl
Experience in IBM MQ/ Weblogic and
Monitoring Tools like Geneos
Onsite-offshore model experience, Has the urge to do Automation

192

Applications Support Analyst Resume Examples & Samples

Primary Support for Treasury Service core cash system. Technologies used by this system include Java, Tom Cat, Apache, RH Linux on VM, Oracle RAC 11g, MQ and Autosys
Partner with Regional AD, QA, GTI, Prod teams and vendors for review of incidents. Collect feedback and provide report for management review
Understanding infrastructure capacity requirements of Systems
Maintain Hygiene of the systems by conducting tasks like (Disaster Recoveries/ Sustained Resiliency/ High Availability tests, Tech Refresh events, SAN/NAS migrations, Server level Patches)
Strong background on Unix/Linux platform & scripting knowledge like Python etc
MS Excel (Macro) - Proficient

193

Applications Support Analyst Resume Examples & Samples

Responding to production incident alerts and performing Level-1 problem assessment
Engaging team members, manager and other technical resources to resolve critical production incidents
Work closely with other application development and production support teams to establish ownership of production incidents
Providing timely and accurate communications to technology management and business partners regarding production incidents and client financial impacts
Supporting compliance audit requests for production application information
Supporting capacity planning effort
Ensuring that strict standards for Change Management are followed for all application production installs
Performing daily health checks for mainframe applications
Performing post-incident break fix changes
Responding to application research requests from Operations and business partners
Maintaining accurate documentation on application interfaces and SLA's
Participate in technical design walkthroughs and provide feedback on application development activities
Review change packages to prevent potential errors from reaching the production environment
Facilitate positive relationships with technology and business partners to continuously improve the performance, stability and compliance of the application environments
Ability to work effectively with onshore and offshore teams
Ideal candidate will have prior production support experience in a large financial application environment
Perform well under pressure and behave in a positive and professional manner even in difficult situations
Accountability for the quality of all production installs and requests for information
A strong application development background is desirable
Proven experience designing and implementing proactive systems monitoring and health checks
Prior knowledge of Incident, Problem and Change Management processes and tools
Experience developing and implementing performance metrics
COBOL,
JCL
CICS
Easytrieve knowledge will be helpful
Banking and Treasury experience (preferred)
7-10 years of IT experience with background in application development and/or production support operational experience (preferred)
Minimum of 6 years IT experience

194

Applications Support Analyst Resume Examples & Samples

Root cause analysis of all problems with follow-through to resolution
Communicate effectively with our technology partners and clients on a regional or global basis
Undertake both individual assignments and participate in team activities
Banking or financial services experience is not required

195

Applications Support Analyst Resume Examples & Samples

Provide technical support to our customer base. Candidate must use effective research, solution analysis, concise documentation, effective written/verbal communication and problem solving skills. Required to effectively convey root cause analysis of issues to software development staff for process/software changes
Be required to represent the Production Support organization on company-wide project teams. In this capacity, you will be required to be aware of process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team
Assist in the management of caseload and escalations from other departments
Backup to Operations and perform in-depth research and identify sources of production issues
Bachelor's degree in a computer related field and/or financial/accounting related field and 3 to 5 years related experience, Bachelor's degree in other field and 3 to 5 years equivalent experience
Experience developing ad-hoc reports using database utilities
Proficiency writing SQL in an Oracle database environment
Experience with Job Control frameworks
Working knowledge of one or more scripting languages (e.g. ksh, Perl)
Unix/Linux background
Experience in credit card industry or data processing preferred

196

Applications Support Analyst Resume Examples & Samples

Analyze, configure, and execute impact runs using Monte Carlo simulation methods. Manage distributed computing farms to deliver results requested
Must have　5 – 8 years experience in a product Support environment
Strong verbal and　written communication skills and sense of urgency, accountability, and ownership

197

Applications Support Analyst Resume Examples & Samples

Work on assignments with minimal direct supervision
Effectively perform and document root cause analysis of issues
Identify efficiencies and ways to improve processes
Build and foster relationships across multiple organizations
Perform daily health checks of the application, job schedules and infrastructure supporting the application
Develop scripts to automate repeatable manual tasks
Ensure infrastructure has adequate capacity and are refreshed on a periodic basis
Minimum five years of Java/J2EE, web services, XML, HTML and SQL
5+ years of experience with Oracle and UNIX
Strong debugging skills with Internet applications
Working knowledge of Shell scripting
Strong team player within a global organization

198

Applications Support Analyst Resume Examples & Samples

Gain an expertise on the Client On-boarding (COB) system Coordinate and Schedule SIT/UAT/PERF PBA and Swiss deployments within the broader standardized COB/KYC deployment schedule
Work with other Environment and disparate build teams when additional design or environmental requirements are necessary
Participate in Disaster Recovery events and Major Event Changes Track and manage issues, risks, action items and plan deliverable responsibilities for IPB/Swiss Environment stability and deployment
Bachelor's degree in Computer Science or relevant discipline Previous experience as a Technical Analyst, especially on related information technology initiatives Experience with large, complex projects with a global footprint
Detailed knowledge of the project lifecycle and SDLC and related deliverables, programming background preferred
Experience in Financial Services, with Client Onboarding and KYC related project experience preferred
Strong verbal and writing skills

199

Support Analyst Resume Examples & Samples

To understand the new/changed applications coming into Support to a detailed level (typically by knowledge transfer exercise with the Project Team) before the Project Team leave. Understand how it “does what it does”
Experience in any one of Websphere Message Broker (WMB), Teradata, Oracle, Cognos will be helpful
Expert problem solving skills

200

Support Analyst Resume Examples & Samples

Be the Technology interface at the ‘walk-in’ service known as the Tech Bar
Work closely with third party vendors and the IT Manager to provide an excellent customer experience
Ensure technology supports meets the customer requirements as defined in the Service Level Agreements
Play a major role in the adoption and promotion of new technology
Responsible for ensuring close working relationships are established and maintained with peers in Technology Services and Technology Solutions as required
Record and where possible, resolve customer queries using various diagnostic tools and interpersonal skills
Record, and where possible, fulfil service requests
Own and progress incidents and requests with other Technology teams, on the customer’s behalf
Responsible for the maintenance of the CMDB
Provide support for internal AV hardware and assist with meeting setups as and when required
Work with Service Providers to test proposed Technology for use within News Corp

201

Support Analyst Resume Examples & Samples

Demonstrate appropriate discretion and sensitivity with customers and colleagues
Newspaper / digital background
Customer Service/Help Desk background
Work experience in a customer service and support organization preferred

202

Support Analyst Resume Examples & Samples

Strong experience with Relational databases (MS-SQL/Oracle/Sybase)
Strong experience in at least one scripting language (Perl/PowerShell/VBS/…)
Understanding of distributed systems & grid computing
Experience with web-based technologies (i.e. PHP, HTML5, AngularJS, JavaScript)
Experience with .NET framework and C# / F#
Experience with MS Excel
Basic understanding of PnL and risk sensitivities
Written communication skills – clear, understandable and unambiguous documentation and emails are a part of the role
Organized and incredibly proactive
Ability to learn new business situations and technology quickly
Problem solving ability and resilience

203

Applications Support Analyst Resume Examples & Samples

Communicate with clients on requirement; understand business and requirement, as a connector between client/US BA and development team
Touch the CITI’s internal data consumers directly
Create and review use case / test case according to business requirement, conduct user acceptance testing
Understand technology, design and implementation skill, can describe requirement as the way developer understand and answer the questions if local devilment team has
Analyze, maintain and even optimize the Data model. The Data include the financial terms, include all kinds of account related data
With dynamic skill, can transfer test cases into auto testing scripts as much as possible
Minimal 7 years working experience in an IT company
Minimal 3 years of BA working experience
English speaking is a mandatory
Good understanding of both financial product and IT technology
Knowledge of Java development
Experience in finance industry is a good plus
Working experience in an international company

204

Applications Support Analyst Resume Examples & Samples

Ensure that all Captiva applications are available and supported in line with defined system service level agreements
Act as point of contact for all application interruptions; oversee all crisis and incident management processes
Executing and/or escalating problem management procedures as necessary
Documenting support activities, which include support tasks and outages
Building tools to enhance the support function
5-8 years of experience in EMC Captiva (InputAccel version 6.x or 7.x)
Captiva Administration (Admin Console/IA explorer/IA Admin etc.)
Experience of different InputAccel modules
Recognition tools (Paradetec / Dispatcher etc.)
IAP/IPP code knowledge (VB6)
Captiva Client side scripting
2-5 years of experience with .net programming, windows services, IIS
2-5 Experience on Reveille monitoring tool
Prefer knowledge of SQL query/ DB administration
Prefer knowledge of tools and scripting methods utilized for scheduled jobs, administration of windows service
Understanding of TCP/IP networking , Loadbalancing
Excellent interpersonal skills are absolutely critical to this role
Have an open attitude towards sharing ideas and knowledge. A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
A team player with a positive attitude - enthusiastic, dynamic, energetic
Excellent listening, written and verbal communication skills
Be prepared to fully commit outside of normal hours on a 7x24x365 basis

205

Support Analyst Resume Examples & Samples

Analysis and review of business unit documentation
Administer, update, track and complete business unit documentation updates and new business unit documentation requests
Interact with multiple stakeholders including business, technology, compliance, legal, market risk, finance and other team members to obtain required information and solution internal projects
Maintain accurate records and manage document version control
Maintain consistent and accessible document archives using appropriate naming conventions
Participate in the coordination with the required stakeholders in the formal approval process through electronic communications or meetings/conference calls
Assist with ad hoc projects, and implementation of designed processes
Proven capabilities to manage assignments and an ability to coordinate efforts with multiple stakeholder groups
Advanced educational degree is desirable
Strong relationship management skills; ability to establish and manage multiple stakeholder relationships with the business, within the three lines of defense and with corporate support functions
Understanding of regulatory and compliance requirements (including, SEC, FINRA, OCC, FRB, CFTC, IIROC, OSFI etc.) would be an asset
Knowledge of the Trading Products, Investment Banking, Merchant Banking and Corporate Banking business would be beneficial

206

Applications Support Analyst Resume Examples & Samples

Multiple Database Schedule setup, monitoring and problem and issue resolutions
Daily required interface validations and interface contact interactions
On Call Support for designated times
Working closely with London, EMEA, APAC and offshore business and support staff
Disaster Recovery planning, testing and Trap document creation and updating
Change and Problem Control Processing. (i.e. ITSM, Tickets, WRM and Reach)
Working closely with Development and AD teams on system additions, modifications, additional database creation and setup, testing and validations prior to production signoff and implementation
Good Communication skills, work well with others
SQL Server experience - View, Stored Procedures, Queries, Functions,
XML - Most of the utilities that are used by Frontier are configured in XML
Basic understanding of: .Net, Java, ODBC, SFTP and Window services
Ability to mentor and develop technical resources
Citrix Knowledge
Frontier Application experience or knowledge
Crystal Reports
GENEOS
Good working knowledge of Unix Scripting, ABAP and Java Development will be of value, but not essential

207

Applications Support Analyst Resume Examples & Samples

Stays current with developments in the information technology and financial industries to determine needs, requirements, opportunities, and impact to department and Firm
Provides support and training to staff members on various applications including ADERANT Expert and SQL database
Knowledge of relevant firm computer software programs (e.g., Outlook, Excel, PowerPoint, Word), with the ability to learn new software and operating systems
Knowledge of and experience with queries in using Microsoft SQL Server or similar database environments
Knowledge of and experience with ADERANT Expert
Advanced knowledge of and experience with Microsoft Excel
Demonstrates effective interpersonal and communication skills, both verbally and in writing
Demonstrates close attention to detail
Excellent analytical, troubleshooting, organizational, and planning skills
Ability to analyze Firm and coworker information needs and provide appropriate technological/reporting solutions
Ability to handle multiple projects and shifting priorities
Ability to handle sensitive matters and maintain confidentiality
Ability to organize and prioritize work
Ability to work well in a demanding and fast-paced environment
Ability to work well independently as well as effectively within a team
Ability to use discretion and exercise independent and sound judgment
Flexibility to adjust hours and work the hours necessary to meet business needs

208

Support Analyst Resume Examples & Samples

Provide application support to clients by phone or through email with a focus on resolving issues efficiently while building and maintaining a high level of client trust and confidence
Work within and across client services teams and other supporting teams to facilitate and resolve technical problems
Manage clients’ expectations regarding status of tickets through regular communication
Assess and contribute to product documentation by identifying and/or creating support articles as needed
Responsible for updating client information in the CRM
Perform demonstrations and training on different modules of the Engrade platform via online webinars and/or onsite sessions with clients
Handle heavy amounts of inbound emails and calls on a daily basis
Exude patience and ownership in interactions with each client
Determine client needs by obtaining additional information as needed to effectively analyze the reported issue and provide appropriate solutions
Engage with clients and client services teams to gain an understanding of each client’s environment, contract, and goals
Be an expert in all things Engrade with the ability to talk about our services inside and out
Ability to work efficiently, accurately and independently to resolve client issues
Make quick, informed, and effective decisions on behalf of clients
Approach problems with good judgment from a logical, solution-oriented position to ensure appropriate client outcomes
Simplify complex issues and language for a non-technical audience
Clearly understand and respond appropriately to issues that clients present
Consistently compose grammatically correct, concise, and accurate written responses to client issues
Efficiently prioritize competing demands on time
Demonstrate flexibility by adapting to changes in deadlines
Complete individual and team-based tasks and projects effectively within specified timelines
Basic typing, phone, and computer navigation skills
Familiarity with multiple browsers, multiple tabs, and window navigation
Ability to utilize a variety of software tools to navigate customer accounts, research and review policies, and communicate effective solutions to customers
2+ years of experience in customer service
Talent and interest in working in an ever-changing environment with a desire to continually learn
Self-motivated and detail-oriented with the capacity to follow through on projects with minimal supervision

209

Applications Support Analyst Resume Examples & Samples

Execute the tactical level activities associated with building and maintenance of test environments
Manage the execution of project/task plans organizing and coordinating all relevant build activities
Ensure all relevant documentation is continually updated
Report on the progress of the build activities to project lead on a regular basis
Proactively identify potential issues and risks and work with relevant parties to resolve them, or escalate them to the project / application management team
Participate in cross team knowledge sharing activities
Proactively support knowledge sharing across ATS and Enterprise Systems
Contribute to continuous improvement
1 – 3 years experience with REXX
2 – 5 years experience utilizing JCL, TSO, WAS on z/OS
Strong knowledge of DB2, including DB2 SQL
Strong communication skills – both verbal and written
Strong Time Management and multi-tasking skills
Must be highly detail oriented, self motivated and process oriented
Experience with HPU (high performance unload utilities)
Knowledge of IMS a plus
Knowledge of distributed systems a plus

210

Applications Support Analyst Resume Examples & Samples

Experience in Continuous Integration and delivery process
Experience is creation of reporting including KPIs
Ability to be flexible and adapt to any given situation
Experience in software development and / or production support
Experience working with rapid, overlapping product release cycles
Excellent communication skills (written and verbal), interpersonal skills, as well as outstanding organizational skills
Experience working in cross-functional, multi-location teams
Ability to drive issues to closure and work well within a deadline-driven environment
Willingness to work evenings and weekends in support of builds and deployments

211

Applications Support Analyst Resume Examples & Samples

1) Abinitio(optional)
2) UNIX
3) SQL
4) Control M

212

Applications Support Analyst Resume Examples & Samples

Production support activities in Job Monitoring including batch support, ticket resolution, client support, user enquiries and making fixes to production issues and problems
Performance tuning and application optimization
Help maintain forecast, metrics, demand and capacity to support future and existing enhancements
Minimum of 2 - 4 years of SAP BW/BI hands-on experience
BPC-Control M tool, Unix and SAP BPC knowledge would be added advantage
Strong communication & documentation skills, ready to work in challenging environment
Experience in working with on shore / off shore teams

213

Applications Support Analyst Resume Examples & Samples

Manage the team tasks, rota and responsibilities
Help prioritize issues
Manage and aid the PTO (Permit-To-Operate) process
Ensure that the applications are up and running and all hygiene aspects are taken care of
Ensure that the application infrastructure is working fine, current and all updates are made in a timely manner
Understand and execute periodic health-checks pertaining to the batch, infrastructure and specialized processing
Ensure all work is done on a ticket and there is communication to senior management and stakeholders on the progress of the work
Get conversant with all the tools and processes used for production support
Ensure all change to UAT or production environments follow the change management procedures, all paperwork are raised in time and all approvals are in place
Ensure shift-related documentation and communication is properly done
Investigate any issue. If progress is not made in a reasonable time, escalate and seek help
Ensure all support documentation are updated with new management structure, infrastructure stack, and application versions
Ensure HPSM (Peregrine) queues are monitored for new issues and they are resolved and closed with the correct level of engagement and timely manner
Ensure PLM activities are scheduled for all environments, applications and locations
Validate the different aspects of application after a PLM or change event
Participate in annual MEPC events
Monitor the storage utilization for each application or location
Provide guidance and mentoring for team members
8 to 12 years of combined business, project and IT experience
Strong production support background with ability to work in complex application environment
Ability to lead a team of 4 to 6 people
Strong PL/SQL programming and support experience
Strong UNIX and Windows experience. Need to have ability to read and understand UNIX Shell scripts
Strong Oracle database knowledge with respect to configuration and administration
Knowledge of version control systems such as Subversion or ClearCase
Knowledge of Sybase would be very desirable
Knowledge of Finance and Regulatory reporting applications
Written and verbal communication - Advanced
Facilitation Skills face to face and virtual - Advanced
Interpersonal Skills - Advanced

214

Applications Support Analyst Resume Examples & Samples

Provide production and infrastructure support for Vendor Management / Regulatory applications
Maintain Business Process indicator of 99.99%. This includes Monitoring of the environment, managing and Tracking incident and escalations
Analyze data processing problems to implement and improve resiliency of the applications supported
Resolve and Track production incidents and prevent reoccurrence
Coordinate and perform deployment, installations, configuration, trouble shooting, maintenance and support for Windows / Linux environment for production and non-production environments
Partner closely AD and Testing Team and upstream consumers and other L2 Operate Teams
Participate on-call rotations for application support and production issues
Should have 3-5 Years of experience
Working knowledge of Programing language SQL, PL/SQL,.NET,C#, Unix Shell Scripting, JAVA
Knowledge of SQL Server 2008/2012. Oracle 11 G, Sybase
Working knowledge of MS Excel, MS Excel Macro, and MS Access
Business Intelligence Reporting 4.0
Scheduling (UNIX Cron Jobs, Control-M and Autosys)
Other Skills
Excellent written and Verbal Communication Skills
Excellent trouble shooting and problem solving skills
Ability to work in matrix managed organization
Excellent Team work
ITIL Certifications preferred

215

Applications Support Analyst Resume Examples & Samples

Proven experience working in an application support environment
Good communication and interpersonal skills
Good Scripting knowledge in UNIX Shell/Perl
Flexible to learn new tools and Technologies
Ready to work in shifts
Working knowledge on informatica
Working knowledge on weblogic
Experience in Investment Banking Domain
Working knowledge on BO

216

Support Analyst Resume Examples & Samples

Experience 3 to 5 years
Listed Derivatives (Mandatory) or Capital Markets Functional knowledge
PL/SQL & Unix Knowledge
Production Support Experience L1 & L2
Good communicator, fast learner & a Team player
Attention to detail, disciplined and reliable
High motivation and confidence levels

217

Support Analyst Resume Examples & Samples

Application Support of all in-house BP2S business applications and interfaces
Application Support of technical components in 3rd party applications used by BP2S business
Application support during business hours & rostered after hours support
Respond to alerts raised by application monitoring, investigate and resolve
Proactively check overnight processes with a view to identifying issues before they affect deliverables
Assist with BP2S Night Operation issue escalations
Prepare BP2S systems for SOD
Ensure NZ Unit Pricing processes are complete and applications are available within SLA
Problem diagnosis and resolution of both emergency and non-emergency problems
Analysis of data related issues to determine how best to resolve application integrity issues
Clear outstanding BAU support issues during periods where overnight support issues are not occurring
Technical assistance for BP2S business teams relating to general application queries affecting their functional areas, specifically with EOD processing
Work with the Service Delivery Technical Support team to monitor application & interface performance
Maintenance of system technical documentation within the Service Delivery knowledge base, or BTO database
Ensure that technical risks are identified and appropriate plans are in place to either avoid or overcome the identified risks
Compliance with SAS70 requirements relating to IT functions

218

Support Analyst Resume Examples & Samples

3+ years of experience in information technology with an emphasis on Application Support in the Investment Banking Domain
Experience and working knowledge of ITIL methodologies
Ability to resolve conflict & facilitate decision-making
Flexible, process-oriented, organized, with excellent analytical & troubleshooting skills
Experience interacting with various levels of management
Ability to positively influence people at a variety of levels; both internally and externally
ITIL Certified or equivalent
Enthusiastic to work in challenging environment
Ability to clearly communicate project status/risks/issues as well as technical details
Excellent judgment and decision making

219

Support Analyst Resume Examples & Samples

2+year of experience in Murex application support
Shouldhave good knowledge in various FI products
Should have good knowledge in Oracle database. She/he should be able to write simple and complex SQL queries
Hands on experience in Unix (in any flavor) is preferable
Abilit yto work as team member/ good team player
Flexibl eto work in shifts to cover European hours and in odd hours whenever required
Performanceoriented and continuing to deliver within stressful situations
Shouldhave good knowledge in Oracle database. She/he should be able to write simpleand complex SQL queries
Handsof experience in Unix (in any flavor) is preferable
Abilityto work as team member/ good team player
Fluentin English
Flexibleto work in shifts to cover European hours and in odd hours whenever required
GoodInterpersonal communication skills

220

Trade Floor Support Analyst Resume Examples & Samples

Incidents: Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving of technical incidents of varying degree by responding to issues received by Service tracking tool, email, phone, (office or mobile), text, or walk up
Includes hardware break/fix, troubleshooting bank software support for standard operating systems, productivity tools and utilities. May require working at remote off-site support as necessary. standard operating systems, productivity tools and utilities. May require working at remote off-site support as necessary
Service Requests & Projects: Responsible for accurate evaluation and decisive planning of hardware (moves, adds, changes) projects, presentation requests, conferences and events both on and off-site, software projects & other assignments. Participation will require travel offsite, as needed
Communication: Provides prompt, clear and ongoing communication with executive, VIP and support staff team members to define clear expectations and ensure regular and consistent communication, including status reports on issues. Interact with vendor technical support to ensure effective resolution of 3rd party service. Ensure timely onsite support. Track communications in Service tracking tool
Reporting & Metrics: Proactively maintain workload using ticketing system. This includes the timely update of incidents assigned and received through alternate channels. i.e by phone, walk up or email. Perform metrics and diagnostic reporting as part of specialized support area. Partner with management to recommend, innovate and administer ways services offered can be improved to enhance customer productivity and satisfaction
Documentation - Provides support and maintains written resolutions to frequent problems such as networks, hardware, software applications used by Bank personnel. Document project details and escalation process for specialized support areas
Associate degree required, four year college degree preferred and/or equivalent 10 years industry experience with a focus on executive support and/or trade floor support
Executive support experience a must. Experience in trading and trade floor support
Solid understanding of ITIL and IT service management
Knowledge of ITSM incident/request/problem/change management systems. (ServiceNow, Cherwell)
Ability to work independently and collaboratively, exercising good judgment to plan and accomplish goals
Extensive knowledge of MS Windows and Mac based environments. MSCE a plus
Excellent customer service skills including ability to provide information at all levels, including translation of tech speak to lay terms
Wide range of working knowledge to troubleshoot
Hardware/software
In-depth experience troubleshooting MS Office suite
Working Knowledge of Citrix infrastructure
Working experience with Audio Visual /Projector setup
Knowledge of Retail banking and financial applications a plus
Working Experience with Printer configuration, service, and support
Working knowledge of networking principles, practice and technologies
Working knowledge of Active Directory (includes scripting and automation)
Working experience with software distribution systems (SCCM, Casper)
Working experience with Mobile Device Management solutions (GOOD)
Knowledge of device/data encryption a plus Familiarity with VMWare products a plus
Working knowledge of scripting
Working support experience managing large scale migrations VOIP telephony experience a plus
Industry standard Certifications are a plus. Further the First Republic Bank culture

221

Applications Support Analyst Resume Examples & Samples

7+ years of Application Development work experience throughout the entire project lifecycle / 3+ years Application Production Support (a plus)
Quick learner, self-motivated with ability to influence and drive change for continuous improvement
Excellent problem solving, critical thinking and troubleshooting skills
Excellent Understanding of the Java/J2EE technology stack and web technologies
Experience with Unix/Linux
Knowledge of queueing technologies, such as MQ/JMS
Capable of executing and delivering on a multitude of concurrent initiatives in a dynamic environment – Strategic, Tactical, and BAU/Risk/Production

222

Applications Support Analyst Resume Examples & Samples

Some experience with DB2 Utilities
Must be detail oriented, self motivated and process oriented
Experience utilizing mainframe tools JCL, TSO, ZEKE

223

Support Analyst Resume Examples & Samples

Answer phone – support and general administrative calls
Responsible for Claim support, general voicemail and email
Monitor and distribute Business Unit faxes as needed
Identify potential at risk clients and notify supervisors for quick resolution
Compose, maintain and track billing authorizations that are sent to clients including follow-up
Create projects for all new installations or software additions as needed
Maintain all training documentation for support
Assist in special projects as assigned
Perform routine functions of support including but not limited to
Checking confirmation Reports
Moving Back Claims
Unlocking Claims
Verifying File-Saves
Maintain DSG users in CRM system and DSG client systems
Contacting payers for status and information – Claims and RA
Follow up with payers for missing RA’s
Assist in scheduling and follow up for product and code file updates
Assisting clients with 1st level claim load, transmission and RA projects
Assisting clients with 1st level connection, printing , and access
Perform routine follow up for support issues with clients and
Associates’ or Bachelor’s degree or working towards a degree
Technical aptitude to perform simple programming functions as instructed
Proficient in MS Office, Word, Excel, PowerPoint, Access
Customer service orientation
Must be able to multi-task and prioritize
Working knowledge of PC-based Internet and Windows applications including MS Office, Word, Excel, PowerPoint, Access
Knowledge of healthcare industry and terminology a plus
Proficiency with a CRM product (SalesForce, Agiloft,etc.) a plus

224

Applications Support Analyst Resume Examples & Samples

Study business processes in client or host unit and how they are automated. Examine business processes in unit to determine how they could be translated into requirements for IT applications
Assist staff in unit with use of application that automates or executes their business processes
Develop data extractions or develop reports from requests or requirements stated by clients. Use database, report writer, data mart, or specialized applications to generate reports or analyses
May support application(s) in production. Note interruptions or bugs in operation and perform problem solving exercise to determine problem and ensure continued use of the application
Track production issues and report periodically to group charged with monitoring uptime and efficiency of production application
Must have previous 24/7 production support experience
Familiar with UNIX, Autosys, Oracle, Tibco, and working directly with internal users

225

Applications Support Analyst Resume Examples & Samples

May develop data extractions or develop reports from requests or requirements stated by clients. Use database, report writer, data mart, or specialized applications to generate reports or analyses
May support application(s) in production. Note interruptions or bugs in operation and perform standard diagnostics to determine problem and resume use of the application
In some cases, carry pager and respond to calls to deal with production problems from remote access system
Proven ability to support customers’ technical issues and provide a resolution
Where applicable stand in for site concierge, performing customer triage and ticket assignment to technicians
Prepare and provision technologies (computers, mobile devices, etc.) for new hires
Provide overview of operation, personalized tutoring and configuration of technology to the user's specifications
Maintain flexibility to regularly rotate through different technical specialties & skill sets
Utilize online tools (AD, Remedy, Ace, ServicesNow, AdexTools, SCCM, SCOM) to proactively monitor client technologies and affect resolution to end-user incidents
Provision and provide services to mobile devices, provisioning the GOOD app for Smartphone devices

226

Applications Support Analyst Resume Examples & Samples

Provide operational leadership and support to teams, in addition to Chase business applications, job scheduling, file transfers and data loads
Develop and document processes, detailing many functions and accountabilities
Propose and integrate new automation functions for CCB Production Management Services operations
Understand and follow all Production Management /Application Support procedures and processes
Ensure that junior team members in acknowledging, troubleshooting, and documenting pertinent information for incidents, while providing detailed information to stakeholder management and team members
Guarantee implementation steps as prescribed in documented changes, upgrades, installations and outages are completed with quality
Ensure shift handover is seamless for global teams
Develop proactive processes to alert/eliminate issues before they escalate in business impact
Perform Audit Self Assessments and respond to Audit findings
A minimum of 4 years of experience in a production/support environment with functional experience in incident management and change management
Collaborate with developers, architects, analysts, in conceptualizing new and future updates to our native applications
Experience in design and implementation of Web based, Internet/Intranet, client/server, distributed architecture applications and Working Knowledge in J2EE (JSP, Servlets, EJB, JNDI, JMS), Java2.0, JDBC, Java Beans, RMI, CORBA, JavaScript, XML, HTML, and Object Oriented Analysis and Design
Fully Proficient with Software Development Life Cycle (SDLC) of Requirements gathering, Conceptual Design, Analysis, Detail design, Development, System and User Acceptance Testing
2 - 5 years experience in ECMS Documentum skill
2 – 5 years knowledge of relational databases
2 – 5 years experience using scheduler software such as Control-M, TWS, and/or Autosys
2 or more years of experience with Excel, Word, Access, Visio, and PowerPoint
Excellent communication skills, both verbal and written; includes the ability to communicate clearly and confidently, to different audiences simultaneously, such as business, technical, operations, senior management, etc
Familiar with Standard Concepts, practices, and procedures within Credit Union, and Banking Industry and Strong Experience and Expertise in Process/Efficiency Improvements
General knowledge of software/UI patterns regarding the consumption of synchronous and asynchronous web services
Prefer financial industry experience, credit card and/or payment systems experience

227

Support Analyst Resume Examples & Samples

Responsible for assuring users are provided efficient and timely support on 24X7 basis for Core Banking Applications
Accurately communicate pertinent information to all the stakeholders
Ability to work with Level 2 Support Team in seamless manner
Invoke , coordinate and interact with various teams for timely recovery
Remains on-call during off-peak hours to respond to support service issues

228

Applications Support Analyst Resume Examples & Samples

Five years of systems related or technical support experience
This level will require MicroStrategy certification
Experience with Airwatch or other development tools such as Alteryx would be beneficial but not required
Strong communication and leadership skills are a must along with strong problem solving

229

Applications Support Analyst Resume Examples & Samples

Identify and remediate failed batch and real-time processing events
Participate in an on - call rotation with other team members
Create and drive permanent solutions and improvements after root cause is identified
3+ years of Technical Applications support preferably in a hosted services environment
Knowledge of data integration tools

230

Applications Support Analyst Resume Examples & Samples

Hands on experience supporting web applications using SOA components in a 24/7 production environment
Examine business processes in unit to determine how they could be translated into requirements for IT applications
May support application(s) in production. Note interruptions or bugs in operation and perform problem solving exercise to determine problem and ensure continued use of the application, or confer with less senior staff attempting to restore job or report
Participate in project meetings to plan rewrite of addition to application in production or being revised for release into production. May serve as project lead in project to plan revisions to application
Working experience in UNIX, UNIX scripting, Oracle, Autosys and Enterprise Alerting and Monitoring
Knowledge of Remedy, ServiceNow, MyServices, or other ticketing tools is required
Experience supporting applications operating in UNIX and LINUX environments with SOA and Java components is desired
Experience and confidence working with all levels of management, acting as the liaison and central point of contact for production issues and able to run large conference calls during production incidents
Able to multi-task and work in a high stress environment, both within teams and independently

231

Applications Support Analyst Resume Examples & Samples

Provide production support or technical support to users of a customized or proprietary application. May act as lead
Allocate work to staff, plan, communicate, evaluate and manage performance by staff. Assess needs for technical development of staff and provide formal or informal training opportunities to staff
Confer with management of client groups using application(s) supported by group and assess uptime, productive use of application, and needs for further development or enhancements to make application more useful
Plan and conduct regular or periodic meetings of staff responsible for maintaining applications in production to assess issues or bugs and plan strategy for addressing them
Plan, contribute to, or conduct projects for testing software enhancement, developing requirements for system enhancement, revision or development of application, or related projects
Skills knowledge of Unix, SUDO, Oracle, SQL, Autosys, XML, Netcool
Must have experience leading projects
ITIL certified preferred. Demonstrated knowledge of ITIL processes
Hadoop framework knowledge preferred
Must have experience leading technical project meetings and managing agendas for a cross functional team on certain projects

232

Applications Support Analyst Resume Examples & Samples

Specializes and develops expertise in one or more applications
Works with external parties including vendors to ensure production support availability
Resolves user-based queries in a timely fashion
Update and Manage own problem tickets appropriately
Maintain a knowledge base of known defects, issues, processes and techniques
Perform post release testing after application upgrades and/or releases
Flexibility of weekend working where required for post production release checkout
Excellent communication skills both verbal and written to be able to converse at all levels within the Organization
Excellent presentation skills and be able to converse at all levels within the organization
Effective skill and experience regarding system behavior and resolution
Ability to work and effectively prioritize work that includes global focus
Results orientated and highly flexible
Possess the ability to quickly adapt to new systems
Experience in a production application support role and/or financial industry support experience

233

Support Analyst Resume Examples & Samples

Ensuring that software is running efficiently, that the network is available and monitored, and that the appropriate data is backed up and restored as needed. Disaster plans are created, and in the event a disaster occurs, they are executed to restore primary systems
Provide global support by assisting end users: answering their questions, analysing the problems that they are encountering with production systems, recording requests for new functionality, and making and applying fixes
Ensure all changes are managed and released following BBC Worldwide Technology’s Change Management strategy including requirements gathering, impact analysis, testing and release management
Provide information and support to Project teams, including system testing and UAT support
Previous exposure in reporting technical, functional and operational problems and resolutions to the development team
ITIL and Change Management exposure would be advantageous
Experience of staff management or supervising small technical team
Experience of working to structured project delivery methodologies e.g. agile, Waterfall, PRINCE2
Experience of SQL or PL/SQL (for Oracle Database)
Excellent Communication skills both written and verbal
Ability to work across conflicting priorities while continuing to manage customer expectations
Strong customer/client facing skills and the ambition/desire to learn new technologies and skills
Experience of Media Maestro Software desirable but not essential
Prior Experience working with or supporting a Rights Management package would be an advantage
Expert MSOffice skills, particularly Outlook, Excel, and Word

234

Applications Support Analyst Resume Examples & Samples

Strong scripting skills (UNIX / Windows) to develop and maintain automated deployment scripts and also in partnership with the development team assist if needed, the build scripts
An intermediate java development and web hosting skills is desired for advance release automation
A good understanding of SQL in general to assist in 1st level troubleshooting support when required and ODBC connectivity for reporting
Intermediate knowledge of web-hosting and management for in-house release management website
A Strong advocate of ITIL based discipline
Supports the Configuration Management process to maintain current release information
O Must have 5+ years of application development, release management and/or production support work experience

235

Applications Support Analyst Resume Examples & Samples

Provide first and second level of application support for Middle Office, Operations and Front Office teams which are located around the globe. Provide coverage which will require shift/rotation and occasionally might include weekend work to primarily India hours of operation; Work day will vary depending on shift and could start at 7 AM IST if on early shift; or end at 8:30 PM IST if on late shift
Ownership of all issues that are raised to Operate team, through to closure regardless of which team or Vendor ultimately resolves the issue. Raise defect reports to AD/Vendor (where appropriate) for code amendment / fixes. Also be able to validate any reports issues/ad hoc requests to run business reports
Manage end-user client relationship on a day to day basis
Resolve user queries as it relates to application support
Ability to maintain strong relationships with the local desktop support teams
Participate in and manage Incident Management and Problem Management processes to resolve Production issues and root cause analysis, resolution, and reporting
Learn and be proficient with advanced user configuration options
Perform post-release testing after application upgrades and/or releases. Perform desktop testing on disaster recovery environments
Be proficient in server side process management and configuration and able to do light Production deployments
Be able to deploy applications and troubleshoot defects
Applications that will be supported will include, but not limited to: GTS, APAR, TCFE, TCE, TPS, BIR
Bachelors Degree in Computer Science, Engineering or Business
Knowledge of SQLs, UNIX, Oracle, J2EE will be beneficial and preferred
Knowledge of MS Windows OS and MS SQL Server
Familiarity with AutoSyS job scheduler
Knowledge of Web based applications / architecture (certificates, IIS, Web Services)
Knowledge of Web Methods will be a huge plus
Ability to communicate directly with Business and Operations

236

Applications Support Analyst Resume Examples & Samples

Ensures information controls, back-up and recovery strategies are in place across all environments
BA/BS required in Computer Science or equivalent
3+ years experience with UNIX/Linux environment
Strong analytical & trouble shooting skills required
Experience supporting mission-critical in financial services industry, particularly in a Consumer Banking environment, is a big plus
Must Possess excellent trouble-shooting skills, and the drive to help internal/external customers

237

Applications Support Analyst Resume Examples & Samples

Work closely with first level support, development teams, infrastructure teams and the Sales business to deliver strategy & priorities and communicate progress effectively to all stakeholders
Manage and resolve issues that arise on Sales systems. Ensure daily process completion to service level agreements
Drive initiatives for capacity planning, resiliency/failover plans and monitoring enhancement
Provide support to AD teams to ensure that changes can be placed into production and supported
Good understanding of ITIL
Good sense of production incidents / issues handling

238

Support Analyst Resume Examples & Samples

Pre- and post-implementation support
Experience with Unix / Linux shell scripting and basic commands
Knowledge of ITIL / ITIL Foundations Certification
Experience working with off-shore support organizations
Knowledge of payments processing industry
Pivotal Tracker
UNIX shell scripting
Cheetah mail (PaaS) exposure
Understanding of large and complex networks including firewalls, load balances and intelligent DNS devices

239

Applications Support Analyst Resume Examples & Samples

5+ years of hands-on experience in Production Support
1-2 years’ experience with POP3/POP3S services – Qpopper experience is a plus
Knowledge of Splunk and WILY is a plus
1-3 years’ experience troubleshooting SMTP and TCP/IP flow infrastructure issues (Plus to have)
1-2 years’ experience with POP3/POP3S services – Qpopper experience (plus to have)

240

Trade Floor Support Analyst Resume Examples & Samples

Handling high priority incident tickets, working with members of the team and Developers to resolve incidents, ensuring that affected Users and Management are always kept informed
Supporting the respective Functional teams, and provide expertise and assistance to ensure effective services are provided by Service Management
Liaising with Business Users, whilst managing a complex technology plant
Taking ownership of problem tickets that have been raised for your application set
Collaborating with Technology Partners to provide resolution for open problems, or to ensure that the appropriate parties have been tasked with doing so
Creating knowledge articles from the experience gained in resolving incidents, which can be used by application support teams to solve incidents quicker and better
Managing technical queries and compliance/audit reporting
Producing business and technical communications for incidents
Compiling trade data for business requestors (Compliance, desk)
Carrying out morning checks in conjunction with vendor or other teams
Monitoring use and continual improvement using firm standard toolsets
Preparing for business and technology events, e.g. economic announcements to disaster recovery tests
Producing change notices
Carrying out binary and configuration changes
Monitoring systems during critical business events
Carrying out Plant and process improvement projects
Carrying out continual service management process improvement, Identifying process improvements in the regional and global support models, and assisting in their implementation, working with Project Managers on the introduction, and supportability of new services and systems
Producing Management Information System (MIS) reports, on the overall quality of services
Following up and resolving issues of poor service quality
The ability to multi task, prioritise work and adapt during sometimes pressured situations
Able to effectively work with Business Users, Developers and other technology colleagues outside of your direct team, across a broad range of business functions and at all levels of the organisation
The ability to relate a technical issue to business impact and vice versa
Following issues along a technical or business process to define a problem to solve
Able to organise and relate unstructured information to plan a problem solution
Able to use multiple sources of information for root cause analysis (e.g. log files, error messages, user feedback)
A demonstrable good understanding of technology and competency in interacting with it via command line and graphical user interfaces interfaces
Reasonable working experience in financial institutions or vendor houses, in proving a trading solution
Able to translate technical details in to business semantics and vice versa
Previous experience with cash equities trading system support and knowledge of the trade life cycle (beneficial)
Experience with using UNIX, Linux, Wintel, Perl/Shell scripting, Excel and VBA as well as the ability to write SQL to extract and patch data in Sybase and Oracle databases
Knowledge of or experience of working within complex systems in large organisation’s
Finance industry experience or other industry involved in large scale real time messaging and batch processing
The ability to read and write scripts in common languages (Shell/Perl/Python)
Support experience on trading applications/client connectivity/market connectivity
Specific technical capabilities around Unix, Linux, Wintel or databases
Information Technology Infrastructure Library (ITIL) V3 Foundation Certification
Bachelor Degree in information technology/ computer science/ engineering related disciplines, or the equivalent experience or qualifications
Some experience of managing a team (beneficial)

241

Applications Support Analyst Resume Examples & Samples

Good Analytical skills to understand and articulate issues
Tracking and driving action items from incident to completion
Educate new front office users in the application and explain its full potential
Middleware technologies an advantage
Exceptional verbal communication skills – able to immediately summarize complex issues and be ruthlessly succinct with Front Office users
Personally well organized & an excellent team player
Calm and analytical when faced with major incidents on critical systems and a highly vocal user base
Flexible and adaptable. Not restricted to operating within “comfort zone”

242

Applications Support Analyst Resume Examples & Samples

7+ years of Application Development work experience throughout the entire project lifecycle
7+ years Application Production Support
Understanding of the Java/J2EE technology stack and web technologies
Experience with Unix/Linux, JDBC
Strong XML technology experience (XSD, XPath, XQuery, XSLT, etc.)
Capable to execute and deliver on a multitude of concurrent initiatives in a dynamic environment – Strategic, Tactical,

243

Applications Support Analyst Resume Examples & Samples

Work closely with second level support, development teams, and the Research business to determine strategy and priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Experience using call/ticketing software Linux
Microsoft - Strong knowledge of Microsoft based operating systems
Experience using/troubleshooting Office with emphasis on Word, Excel and PowerPoint PC

244

Support Analyst Resume Examples & Samples

Handling day to day helpdesk support issues
Hardware & Software Installations (Desktop & Server Level)
Patch Management deployment - Software Package installations
Document and publish documentation in our internal Wiki (Confluence)
Timely and of high quality response to support requests
Collaborate with colleagues to achieve superior customer service
Handling performance issues in a Windows environment
Network troubleshooting skills (IP, Switch, Cabling, etc…)
Windows Server based systems management and administration
Knowledge of MS Active Directory (Groups, Policies, Security, etc.)
Current A+ Certification or the ability to obtain one within the first 6 months of employment
Understanding of the entire Office 2010 / 2013 suite of applications
Self-motivated and insatiable hunger to learn

245

Support Analyst Resume Examples & Samples

Provide support to development teams in database related queries, script execution, and writing queries
Provide analysis, diagnosis, and resolution of access, data, reporting, performance and environment related issues
Monitor Application in Production Environment - this includes the periodic monitoring applications/environment through the use of manual and automated means
Facilitate outage investigation/restoration of service to Production Environment - organize any conference call, meetings, etc. needed to facilitate the investigation of Production outages/problems and the subsequent restoration of service
Communicate status of application production outages - provide periodic pages/e-mails/etc. to application users on the status of any error resolution activities during an outage
Monitor system security, application and system event log files - communicate and work with users as necessary to resolve application errors
Establish, monitor and evaluate system metrics to identify vulnerabilities and identify problem trends; monitor status, system processes, and user process activity
Participate in design reviews to verify that design meets quality standards and functional/technical requirements; make recommendations on functional and technical improvements to the application
Demonstrate debugging/break-fixing experience with BI tools (SAS, Microstrategy)
2 to 3 years of experience
Bachelor’s or Master’s degree relevant to the industry (other credentials will be a plus)
Strong knowledge of T-SQL, Excel, and exposure towards any BI Tool (MSTR, Cognos, Informatica, SAS, Qlickview, etc.)
Experience in RDBMS Concepts, SDLC Project Methodologies, and ability to interpret requirements, build testable test cases, validate and interpret results
Good understanding of various data management/processing technologies; ability to reverse engineer and replicate the process
Working experience of ServiceNow/HP QC/Maximo or any other relevant ITSM Tool
Strong attention to detail and being solution oriented
Strong communication skills and an ability to communicate complex ideas in a simple manner to a global audience
Working knowledge of Banking systems and understanding of relevant service management framework preferable

246

Support Analyst Resume Examples & Samples

Be a technical expert in FircoSoft products
Maintain high levels of professionalism in dealing with customers
Responds to incoming support cases in accordance with support SLAs for response time, frequency in communicating status of open issues and prompt resolution
Provide technical support for FircoSoft products including reproduction of support issues and interact with technical team members of the client staff
Liaise with Product Owners and Professional Services team members while trouble shooting complex, escalated client issues
Experience in Web Applications (Web Logic, Tomcat, WebSphere) and RDBMS (Oracle, SQL Server, DB2)
Experience in Unix (AIX, Solaris) and MQSeries
Knowledge of primary messaging formats (SWIFT, CHIPS, FEDWIRE, SIC)
English language skills mandatory
Good at explaining, autonomous, curious and meticulous
Ability to grasp new concepts, terminology, products and systems quickly
Experience in Application Support, Customer Service and/or software development & implementation services
Banking Experience Advantageous
Mandarin written and verbal skills advantageous
Previous experience working as a part of an off-shore team

247

Ctms Support Analyst Resume Examples & Samples

30% Provide technical support to all end-users and manage requests appropriately and in a timely and professional fashion (including maintaining user access and privileging levels) for clinical research informatics systems
25% Train and assist in the creation and deployment of education materials and standard operating procedures in alignment with current institutional policies and standard operations for faculty, staff, collaborating investigators, and research personnel
25% Communicate with end-users on the functionality and utility of the CTMS, notify users of activities performed and planned in support of end-user requests, assist in study development, calendar creation, budget building, creation of data collection tools, reports and other clinical trial study management modules within CRI systems
15% Generate reports as required to support CRI needs, system end-users and ongoing clinical and translational science needs
5% Perform other duties as assigned
Demonstrated experience and proficiency in SQL (TSQL or PLSQL) programming, with experience in Jaspersofter reporting
Proficiency with MS operations, including Project, advanced skills in Excel, and web-based secure-server systems
Demonstrated knowledge of study design criteria, randomization processes, clinical and bio-specimen terms used in research studies, and scientific and medical concepts and terminology (GCP)

248

Applications Support Analyst Resume Examples & Samples

Responsible for the Level 2 and 3 support of different applications provided by Air Liquide Services in the United States
Responsible for the incident communication assigned to you
Responsible to verify and fill regularly the level 2 & 3 tickets assigned to your group
Propose solutions to increase the reliability and quality of the applications as well as to reduce operating and on call costs while ensuring an adequate level of security
Participate actively in the updating of application's documentation link with the support activity
Participate to the definition of the Support KPI
Be a force for bringing forward proposals in improving our organization and processes to
Increase Productivity
Maintain our expertise at the right level
Reduce operating costs
Strong knowledge of the Windows platforms
Windows Server 2008, 2012
Strong knowledge of Oracle and SQL Server database systems
Know-how about the server management
Familiar with their scripting languages (PL/SQL and TSQL)
Experience with the Google tools will be a plus (Gmail, Drive, Docs, Google+)
Team work

249

Support Analyst Resume Examples & Samples

Produce credit & rebill invoices, ensuring they are prepared correctly, along with implementing corrective action if needed
Research invoices, if needed
Gathering of information and documentation from branch admin and coordinators
Create, distribute and track Pass Through invoices and/or corresponding Intercompany invoices
Provide data entry into customer systems
Proactively work with branches to ensure all invoices are accounted for in customer system
Develop spreadsheets used to track KPI’s
Maintain customer spreadsheets
Conduct invoice auditing for issues that could result in non-payment
Conduct User Acceptance Testing
Work to gain knowledge of regional client rates, understanding the process and the way in which same are distributed
Assist account representative and receivables in the collection effort, related to correcting invoices for payment
Mailing of invoices and paperwork via FEDEX/DHL and/or US Postal Service
Maintain files and paperwork
Cover receptionist during lunch, breaks, vacation and sick days
General admin duties
All other assigned duties
Some College preferred or 4 years equivalent experience using billing and accounts receivable systems such as SAP, Oracle and intercompany accounting and HRIS systems
Three years billing, accounting or transferable experience required
Excellent communicator and problem solver -- must be able to communicate effectively and accurately with both client and colleagues
Ability to problem solve with Supervisor involvement
Intermediate Computer Proficiency (MS Office Suite ) - CRM, PeopleSoft Financial, NAVARIK, ARIBA, ePAY, WAWF experience a plus
Some billing experience preferred
Some experience working with agreements in terms of pricing, locations, products, and billable services
Typing 35-40 wpm with less than 1% error
10-Key 120-125 key strokes per minute with less than 1% error
Excellent Organization skills
Ability to manage and prioritize projects within specific timescale with little or no supervision Ability to learn and utilize Intertek operational procedures and processes
Good team player and able to work individually
Ability to work under pressure at various times during the month

250

Support Analyst Resume Examples & Samples

5+ years' experience in providing application support in the banking or asset management
Strong skills in SQL, Excel VBA/Macros and software development
Native-level Japanese language skills, with business-level English

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