Technical Support Analyst

Description

ISS NTAM Production Maintenance and Support organization is looking for a Sr Technical Support Analyst who can work under general supervision (but works independently), responsible for day-to-day production support for multiple Asset Management Trading and Market Data applications. ISS NTAM Production maintenance and Support organization is responsible for 24x7 production support across globe (APAC, EMEA and North America) for various applications of the Asset Management business units at Client Company. ROLE: NTAM Application Support has responsibility for the technical support of our Asset Management Trading applications running both on and off premises. This role will support our NTAM business partners and clients and will liaise with upstream and downstream application teams as well as external vendors. The ideal candidates will be self-starters with excellent communication skills and a solid understanding of technology in a financial institution, including trade applications. Some night/weekend support may be required from time to time. Candidate should be available Monday Friday with individual schedules based on coverage rotation/duties.

Responsibilities

• Candidate will be responsible to provide L1/L2/L3 Support, Monitor and provide support to production streams and provide expert knowledge on all workflow designs for supported applications. Candidate should be able to troubleshoot (review, analyze and resolve) production issue including job failures, and be able to apply code fixes/patches on an as needed basis. Candidate should be able to work with Business partners to analyze and resolve their queries and ensure compliance to all controlled processes according to business and IT requirements. Develop and maintain a professional relationship with all stakeholders within IT and Business teams and provide support. Monitor and attend to all alerts and escalate production issues as needed to relevant teams and management. Coordinate with various teams including offshore support staff and raise support tickets for all issues, analyze root cause and assist in efficient resolution of all production processes. Candidate will be responsible to attend on-call after office hours including weekend to support High and Critical production issues as needed. Actively contribute to the supportability of the applications as well as continuous service improvement (CSI) projects. Develop understanding of NT s systems and products utilizing reference materials and support procedures. Present IT in a professional manner, exhibit customer service values in line with NT s A Approach. Adherence to corporate standards at all times.