Overview
Following established written procedures, guidelines and techniques, develops, enhances, tests, supports, maintains, and debugs software applications that support business units or support functions. Individual contributor role; fully competent to work under general direction on the most complex projects, often on multiple phases, and seeks guidance and direction from more senior associates or manager, as needed. Working knowledge of business or function for which application is designed. Often responsible for the completion of a phase of a project. Provides guidance and checks the work of less experienced associates. Typically requires 3-5 years of applicable experience.
Job Description
An exciting opportunity for an ambitious analystnow exists within the Global Payments and International Branch Technology organization (GP&IBT), to work in the department’s Mid-range application support team. The team is primarily focused on the support and maintenance of applications for the Bank’s treasury wholesale business across the globe.
Role content
Specifically, this position has the responsibility of 24 x 7 Application support and the involvement in multiple key initiatives including regulatory projects within GCCIBT. Acting as a key member of the team, this challenging role will involve the support of key file processing flows within midrange on a variety of UNIX & Window based platforms. As application owner you have responsibility of an applications lifecycle, including compliance, break fix, process enhancements, testing, business continuity and architectural decisions. Responsibilities
- Leverage in-depth midrange technical skills (UNIX, Windows type Infrastructure and vendor products) to resolve production and application issues – this is a hands-on technical production support role. That also Includes incident management expert level 2 & level 3 support responsibilities
- Apply deep technical insights and experience to inform, guide, challenge and support production issues, environmental failures and related management decisions
- Provide ad-hoc design, analysis and vendor code fix support as part of the day to day support team for urgent business issues and enhancement work requests
- Participate in Real Time problem management conference calls and help to steer towards a swift resolution of issues
- Must be willing to go on overnight support (management escalation and technical support) + weekend support/management oversight responsibilities as required
- Manage the service provided to the business using ITIL best practice across the service management disciplines including incident, problem, change, release, configuration, capacity, service level, vendor, availability & IT service continuity management
- Establish effective risk management routines to ensure full Audit & compliance with the enterprise routines.
- Application monitoring, proactive management of potential issues, capacity management and ability to manage the environments end to end
- Supporting Development teams in initiatives and other projects as required
- Active engagement in ad-hoc project work
- ‘Excellent stake holder management' and ability to keep a clear head under pressure, also 'Experience of meeting tight deadlines'
- Must be able to handle multiple moving issues/demands at the same time and also focus on delivering on time
Requirements
Essential
- Significant industry experience of an application support role essential - preferably in Banking and related high pressure environment but other industries would also be considered
- Deep knowledge of Windows & UNIX operating systems and associated hardware
- Excellent analytical/problem solving skills
- Deep knowledge MS Office products (Word, Excel, PowerPoint, Visio and Outlook).
- Experience of scripting languages such as general UNIX shell scripting, PERL, or Windows any script such as Rexx, Basic, Perl, Ruby, Tcl, PHP, JavaScript, Delphi, Python, XSLT,
- Excellent communication skills - together with excellent spoken and written English with clear oral communication skills.
- Good understanding of vendor product support and delivery, client/server technology and business contingency/Disaster recovery solutions
- Demonstrable experience of working to resolution complex issues involving multiple groups. Strong analytical skills required and should have a natural ability to research and resolve complex systems, application and user issues
- Must be able to work under pressure on multiple assignments, use own initiative and motivation to meet deadlines and set priorities without close supervision
- Attention to detail and accuracy are essential
- Must be pro-active, enthusiastic, flexible, and results driven.
- Providing expert assistance with production issues as required
Desirable
- Knowledge on midrange applications (LYNX, C,C++,C#,JAVA & VMS).
- Understanding of middleware solutions such as Connect:Direct and MQ
- Knowledge of message routing hubs would be useful.
- Understanding of Software Configuration Management.
- Familiarity with relational database technology.
- Web related experience (Apache, Websphere, JBOSS),
- Knowledge of network and firewall technologies
- Good working knowledge of SAN technologies
- Understanding of layered products e.g. volume management products, clustering products
- Experience in working with colleagues in other locations, especially offshore.
