Production Support Analyst

Full Time

Madison-Davis

EXTERNAL CLIENT ROLE

Overview

We are part of Chief Security Office/Chief Technology Office (CSO/CTO) group responsible for providing technology application support. Our team provides an end-to-end follow-the-sun support service for multiple departments across the Bank; i.e. security operation centers, application owners, end users of security tools and CSO employees. Being at the forefront of supporting the applications the team members have high exposure to and work with the front-to-back business teams daily within a fast-paced dynamic environment. We are a run-the-bank organization supporting approximately 40 applications within CSO.

Your Key Responsibilities:

  • Provide level 2 production services for CSO production services
  • Understand support process (as per ITIL) and escalation procedures, become fully conversant with all support tools that will be used to provide effective support
  • Need to review application/platform changes and ensure all mandatory artefacts attached so that risks associated with change are understood and mitigation done
  • Resolve incidents and service requests and raise/track change request & problem tickets to closure
  • Provide support for the on-boarding of new applications into our production services offering utilizing our best practices and standards
  • Gain detailed knowledge of all business flows, the application architecture, and the hardware configuration for supported applications

Your Skills and Experience:

  • Relevant experience in financial institution in providing IT support and dealing with business users on support or requirement gathering
  • Broad ITIL/best practice service context within a real time distributed environment (ITIL v3 foundation desired)
  • Ability to manage ambiguity, risk, and changing direction of projects and strategies
  • Experience with using UNIX, Linux, Wintel, Perl/Shell scripting, as well as ability to write SQL to extract and patch data in Oracle databases
  • Exposure to security tools preferable – Splunk, Symantec, ThreatSpike, Guardicore

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