Lead Support Analyst - Shared Services and Production Management , Information Technology

Key Areas of Responsibilities

• Will be responsible for supporting and maintaining several Shared Services Production Management applications and platforms.
• Work with application and development team to manage pipeline for delivering solutions, change requests, and enhance change-release process for applications under DevOps model.
• Document standards, processes and procedures relating to best practices, issues, and resolutions.
• Coordinate with onshore/offshore resources to respond, diagnose and resolve day-to-day System/User issues specifically related to missing/delayed data, performance issues with platforms, network latency, access/control management, ITRS Monitoring, and ELK/Grafana dashboards.
• Adhere to ITIL support practices (Incident/Problem/Change/Release Management)
• Manage and support the ITRS Genos environment with hands-on changes, designs and implementation of solutions provided by core team.
• Provide support during APAC and EMEA shift timings and flexible to work during limited number of weekends on rotation.
• Come up with innovative ideas to improve/automate existing process.
• Actively participates in Disaster Recovery/Business Continuity planning and testing. Activities to include actual live fail over and failback exercises.
• As a component of Middleware Support, candidate would be responsible for Monitoring the global deployment and traffic, to ensure that global mesh and services are available for our Messaging Middleware Platforms.
• Provide Support and design recommendation for use of logging, monitoring, and use of the messaging middleware stack (Solace/Tibco/Kafka).
• Support and build monitoring (ITRS Geneos, Grafana, ELK, Kibana) for data flows, and health status for application teams and internal team.

Requirements

• Bachelor’s degree in computer science / engineering OR Minimum 8 years’ experience within IT in an Investment Bank.
• Candidates with a Degree and > 8 years’ experience will be considered for Lead Support Analyst.
• Production support experience with excellent log analysis, problem solving, and trouble shooting skills.
• Experience supporting systems interacting with front office and middle office or back office.
• Experience with supporting application in UNIX environments is a must (shell/programming skills advantageous).
• Experience in managing, changing, and diagnosing ITRS Genos is a must.
• Experience in SQL (ability to fix/enhance/optimize SQL a must), UNIX scripting skills, and building log/system monitoring is a must.
• Must have exposure to working directly with end customers/business, vendors, other project stakeholders as needed.
• Experience in supporting elastic search stack, and dashboards built on Kibana/Grafana will be an advantage.
• Experience with Messaging Middleware (Solace/Kafka/Tibco) at a user or support level is a considerable advantage.
• Experience with network diagnosis and proxy configuration/deployment will be a considerable advantage
• Excellent/Fluent in English

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