Support Analyst Support Analyst …

Schroders Investment Management
in New York, NY
Permanent, Full time
Last application, 26 Aug 21
Schroders Investment Management
in New York, NY
Permanent, Full time
Last application, 26 Aug 21
Schroders Investment Management
Support Analyst
Position Overview
Required is a focused application support professional with experience in supporting critical financial applications in an asset management environment. The primary responsibility of this role is maintaining and supporting not only the US business applications across Trade management, Data Services, Finance and Reporting systems but also global applications across UK, EMEA and APAC. The successful applicant will be part of the Global Production Support (GPS) Team within Schroders Global Technology area maintaining a follow the sun global support model using well-defined processes and tools.

The principle objectives of the GPS function are to:
  • Ensure maintenance and availability of business critical systems
  • Own all reported application incidents through to successful resolution
  • Provide 1 st & 2 nd line support to the Business community
  • Reduce incidents through continuous support process improvement
  • Sponsor change required to drive down support issues
  • Monitor production environment processes
The scope of the role includes:
  • Primary support for the US users of core Global systems
  • Technical incident management, escalation and ownership
  • Business user queries, processes, data and usability
  • Rota coverage to support core New York hours (8am - 6pm). Occasional ad-hoc evening hours and weekend work
Reporting to the IT Application Support Manager within the Global Production Support function, the individual selected will be responsible for all the US business day applications that run across the Schroders platforms including Oracle, SQL Server and Third Party vendor applications.
Key areas of responsibility are:
  • Proactive 24 x 7 monitoring and management of business critical applications, data handling and data delivery infrastructure to identify issues, trends and potential problem areas. Where required, to rectify issues in a timely manner in order to restore application functionality
  • Ensure incidents are correctly processed, assessing business and technical impact and severity
  • Support change and disaster recovery processes by performing application validation
  • Assist in the onboarding of new applications, ensuring all requirements are met before permitting production use
  • Taking ownership of application incidents and ensuring that they are resolved, this includes retaining ownership of incidents that require 3 rd Line or IT Change activity to resolve.
  • Ensuring communication to the business community remains active
  • Application responsibilities will cover Application Infrastructure, Data Fixes, User Queries, User Education, Data Requests, Data Analysis and Incident Investigation
  • Ability to interpret and support complex 3rd party developed applications
  • Monitoring of application alerts, job schedules, capacity monitors and performance KPI's.
  • Working with the Support Team Leads and Support Manager to contribute to the continuous support improvement process addressing failings with existing processes
  • Proactively share knowledge with the team and update the knowledge base with support documentation
  • Work to provide services to agreed Service Level Targets and Operating Level Agreements
Basic Qualifications
  • Strong work ethic
  • Ability to work under pressure and to deadlines
  • Excellent problem solving, planning and organization skills
  • Good communication (verbal and written English) and interpersonal skills
  • Team player, flexibility and willingness to develop a broad business and application/system knowledge base
  • Ability to work independently and manage time effectively
Preferred Qualifications
    • Knowledge of Azure and AWS Cloud concepts
    • Strong Microsoft and Oracle SQL expertise
    • Salesforce or other Customer Relationship Management (CRM) software
    • ServiceNow support software
    • Python, PowerShell or other Wintel and Unix scripting languages
    • Middleware MQ
    • Support experience with: Aladdin, B-ONE, Broadcom Automic Automation, LogicMonitor and Vermillion Reporting Suite

Schroders Investment Management logo
More Jobs Like This
See more jobs