Application Support Analyst

2 days ago

Chicago, United States JobRialto Full time
Job Summary

Brokerage Production Support Analyst has responsibility for the technical and functional desk support across multiple technologies used by Brokerage Capital Market application. This role will support our business and operations partners and clients and will liaise with upstream and downstream application teams. The ideal candidates will have excellent communication skills and a solid understanding of various technologies in a financial institution, including trade applications.

Key Responsibilities

• Provide L2/L2.5 Support activities, monitor and work collaboratively with other members of the global team, managing their day-to-day work and ensuring that all business queries/escalations are responded to in a timely manner.

• Manage stress and stressful situations from the trading desk in a fast-paced environment.

• Work with business partners to analyze and resolve their queries and ensure compliance with all controlled processes according to business and IT requirements.

• Develop and maintain professional relationships with all stakeholders within IT and business teams and provide support directly or indirectly via the team.

• Troubleshoot (review, analyze) production issues and use team members and managers' help to resolve issues that cannot be resolved independently.

• Incident detection, root-cause investigation, problem management (ITIL).

• Understand the in-depth knowledge of the business unit/function.

• Aim to grow into a subject matter expert on the business side of the application.

• Carry out activities that are large in scope, cross-functional, and technically difficult.

• Develop periodic goals, organize the work, set short-term priorities, monitor all activities, and ensure timely and accurate completion of the work.

• IT capacity planning and involvement.

• Trading applications administration, change management, implementation, maintenance, compliance review.

• Handle application malfunctions (e.g., input issues, EOD issue, data backup issue, MQ issue, reporting and blotter issues, etc.).

• Manage fire-call support including off-hours and weekend support.

• Execute Lean programs that ensure fewer incidents are created and emphasize resolving issues at the root level.

• Assist in metrics and audit reporting.

• Review and maintain DR documentation and participate in annual exercises.

• Create regular status reports to management on application status and other metrics.

• Build effective working relations with a wide variety of groups including clients, development, business, audit, compliance, and vendors (vendor management).

• Constantly review alerting incidents/requests and escalate production issues as needed to relevant teams and management.

• Coordinate with various external teams including offshore support staff and assist in analyzing root cause and efficient resolution of all production processes.

• Attend on-call after office hours including weekends to own, manage, and run end-to-end high and critical production issues.

• Develop an understanding of client systems and products utilizing reference materials and support procedures.

• Adhere to corporate standards at all times.

• Assist in training and maintain a highly trained team globally.

Required Qualifications

• Excellent communication skills.

• Solid understanding of various technologies in a financial institution, including trade applications.

• Experience in L2/L2.5 support activities.

• Ability to manage stress and stressful situations from the trading desk.

• Strong troubleshooting skills.

• Knowledge of ITIL processes.

• Ability to work collaboratively with global teams.

• Experience in trading applications administration, change management, implementation, maintenance, and compliance review.

• Ability to handle application malfunctions and manage fire-call support.

• Experience in Lean programs and metrics/audit reporting.

• Ability to build effective working relations with various groups.

• Ability to attend on-call support after office hours and weekends.

Education: Bachelors Degree

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