Apps Support Intmd Analyst

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Job Title: Application Support Analyst (C11) Group: Services - Client Experience

Team: Hypercare & Orion

Job Summary

We are seeking a developing professional to join our Applications Support team. In this role, you will apply your expertise in monitoring, assessing, and analyzing processes and data to support critical business functions. You will be part of the Services - Client Experience group, which includes two core streams: the Business Command Center (BCC) and the Orion group.

The BCC provides centralized command and control for Major Incidents and Problem Support for Services Payments businesses globally. The Orion group focuses on setting up and monitoring critical Payments business flows, applying Site Reliability Engineering (SRE) principles to enhance observability and production resiliency.

This position offers a unique opportunity to develop a deep understanding of industry practices and standards while making a direct impact on the quality of services provided to our clients.

Key Responsibilities

• Utilize an advanced understanding of application support procedures to maintain, identify, and define enhancements for monitoring and investigation.
• Adhere to predefined Incident Management protocols, ensuring proper documentation, timely escalation to L2 support teams, and communication with senior management.
• Collaborate with support teams and senior management to recommend and implement process improvements.
• Assess the applicability of previous incidents and exercise sound judgment in handling new or undocumented circumstances, while mitigating inherent risks.
• Promote a culture of clear, concise, and logical information exchange with internal stakeholders.
• Assess risk in business decisions, with a focus on protecting the firm's reputation and its assets, ensuring compliance with all applicable laws, rules, and regulations.

Required Qualifications & Skills

• Experience: 5+ years of experience in application support or related technical fields.
• Technical Skills:
  • Hands-on technical expertise in UNIX and SQL.
  • Advanced experience with at least one database language (e.g., SQL, MongoDB).
• Core Competencies:
  • Proven analytical and troubleshooting abilities.
  • Strong problem-solving skills and the ability to perform effectively under pressure.
  • Knowledge of banking applications and server infrastructure.
  • Familiarity with Observability and Site Reliability Engineering (SRE) principles.
  • Excellent interpersonal and communication skills, with a collaborative mindset.
  • Experience working in a global or multi-regional team environment.

Desired Qualifications

• Experience with Java application servers (e.g., WebSphere, WebLogic, Tomcat).
• Experience supporting IBM MQ and AWS Cloud Solutions.
• Familiarity with scheduling tools such as Autosys.
• Experience with monitoring tools like Geneos ITRS, AppDynamics, or Grafana.
• Proficiency in the MS Office suite.
• Working knowledge of ServiceNow.
• Comfortable with EMEA Shift

Education

• Bachelor's/University degree or equivalent experience.

Work Schedule

• This role requires flexibility for 24x7 coverage, including morning, afternoon, or evening shifts on weekdays and weekends, with the potential to work on public holidays.

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