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Application Support Lead

NEW YORK-10011, NY, US
06/04/2019

-

Required Skills

Unix scripting

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Position Overview

Required is a focused support professional with experience working with SQL Server and Oracle Databases in a financial institution.

The primary responsibility of the application support lead role is to oversee the running of the Americas onsite component of the Global Application Support team, maintaining and supporting not only the US business day applications across Trade management, Data Services, Finance and Reporting systems but also global applications across UK, EMEA and APAC.

Prior experience of managing a regional team within the asset management sector is highly desirable.

The successful applicant will be part of the Production Support Management Team within Global Technology area maintaining a follow the sun global support model using well-defined processes and tools.

Responsibilities

Reporting to the Global Head of Application Support within the Global Technology
Production function, the individual selected will be responsible for managing the US team responsible for all the US business day applications that run across our platforms including Oracle, SQL Server and Third Party vendor applications.

The individual will also be responsible for providing a level of day-to-day support cover within the team.

Key Management Responsibilities:

Partner with functional areas within Technology such as Architecture and Engineering,
Business Systems and Service Management (1st and 2nd line) to ensure Global Technology provides efficient and effective IT services and support to technology consumers.

Building a culture of collaboration, repeatable quality processes with cost efficiency, and dedication to improving quality of services delivered through strong working relationships with Service Management

Managing onsite and offsite resources 24hrx7day running a global rota and incident management process.

Member of the Major Incident Management team, dealing with P1 incidents from fault logging to resolution and follow up Root Cause Analysis.

Accountability for service reviews with business and other technology partners looking for area where services can be improved.

Responsible for all aspects of the team's training, management, appraisals and all aspects of recruitment.

Key areas of the teams responsibilities are:

Proactive monitoring and management of business critical 24x7 real-time, legacy application, data handling and data delivery infrastructure to identify issues, trends and potential problem areas.

Where required to rectify issues in a timely fashion in order to restore application functionality.

Ensure incidents are correctly processed, assessing business and technical impact and severity.

Taking ownership of application incidents and ensuring that they are resolved, this includes retaining ownership of incidents that require 3rd Line or IT Change activity to resolve.

Ensuring the 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 events alerts, job schedules, capacity monitors and performance KPI's.

Creation and ownership of change requests raised to address any of the above issues.

Working with the Support Team Leads and Support Manager, 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 (Confluence).

Work to provide services to agreed Service Level Targets and Operating Level Agreements.

Basic Qualifications

Bachelor's degree required

Related experience within the financial services industry (Asset Management or Investment Banking)

A solid SQL Server and Oracle experience and database concept is essential.

Strong analytical skills and problem solving experience in the IT financial services sector particularly around data, trading and data flows

Essential; proven experience with:

Asset Management Experience

Management Experience

Oracle, MS SQL Server

ServiceNow or Helpdesk support software

Strong work ethic.

Ability to work under pressure and to deadlines.

Excellent problem solving, planning and organisation 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.

To be part of the team rota with the variable start and finish times that this will require.

Preferred Qualifications

Demonstrable experience of problem solving working in a real time environment in Asset Management sector

Strong experience and a good working knowledge of application performance tuning, integration and testing

Experience supporting one or more of the following applications: Eagle PACE or similar
Data Mart, B-ONE, VRS, Intellimatch, SimCorp Dimension, Blackrocks Aladdin Solution, UC4
Scheduler or equivalent

Beneficial experience/skills:

ITIL certification

Wintel and Unix scripting

Middleware MQ