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Senior Application Support Analyst

2 months ago

New York, New York, United States Prudential Financial Full time
About the Role

We are seeking a highly skilled and experienced Senior Application Support Analyst to join our Global Asset Management technology team at Prudential Financial. As a key member of our team, you will be responsible for providing technical support and oversight for our investment management platforms, ensuring the stability and integrity of our production environment.

Key Responsibilities
  • Provide application support for systems used by front and back office functions and client distribution teams across end-users, vendors, and technology teams, troubleshoot business issues, solving problems to diverse investment teams and product aligned business areas
  • Ownership and accountability for the operation, monitoring and integrity of the technology platform, including complex nightly data import processes from multiple external vendors
  • Triage and escalation support for members of the broader technology team including evenings and weekends on a rotation basis
  • Ownership and participation in the incident and problem management processes, being accountable for resolution, root cause analysis and technology/business reporting as well as communication
  • Providing oversight for the stability of the production environment within the change management process and ensuring policies are enforced
  • Own minor development tasks/projects that help address existing bugs or introduce operational enhancements to the broader business community or our technology organization
  • Navigate the broader technology organization, build relationships to manage the team's agenda with our critical technology partners
  • Interface with external vendors and their technical support/development organizations ensuring focus to resolution of issues and strategic enhancements
  • Proactively identify improvements and address them through independent thinking within a consensus driven team
  • Work in close partnership with the development teams to identify, escalate and help persistent patterns of issues
  • Partner closely with testing and release control teams to move tested code into production
Requirements
  • 10+ years of experience in financial services technology, ideally with a focus in investment management. Strong understanding of the SDLC process, with a focus on application support and release management
  • A hunger for continuous improvement, constantly looking for opportunities to improve upon the status quo and a desire to improve the support experience for our business and technology teams.
  • A tenacious sense of ownership and a desire to bring incidents to resolution quickly
  • A disciplined approach to problem management, working with development and service management teams to ensure technical incidents do not reoccur
  • Demonstrated experience with service management functions including tight adherence to change, incident and problem management practices
  • Partner closely with Agile development teams to ensure best-practice checks are followed before new releases and systems are moved into a production supportable state
  • Experience supporting applications hosted on the cloud (AWS experience preferred)
  • Implement monitoring and alerting for both on-prem and AWS applications using Splunk, Dynatrace, CloudWatch alarms, etc.
  • Technical fluency to use your software coding skills to automate manual processes in the production environment (python hands-on experience preferred)
  • Experience with Business intelligence tools (Tableau preferred)
  • Experience with the use of Enterprise Scheduling/workflow software (autosys preferred)
  • Fluency in configuring/using modern monitoring tools desired (e.g. DynaTrace, Splunk etc.)
  • Direct experience with the Atlassian product suite, including JIRA and Confluence.
  • Experience using service management tools (ServiceNow preferred)
  • Ability to make changes to existing code for minor bug fixes/enhancements (Experience with Java preferred)
  • Experience with Sybase and MS SQL Server. SQL database query and reporting experience.
What Sets You Apart
  • Very strong research, analytical, investigation, troubleshooting and evaluation skills.
  • Experience working in a DevOps environment combined with a demonstrated experience in an Agile development environment
  • Experience with assisting development, testing and release teams with CI/CD pipelines.
  • Knowledge of the trading lifecycle, portfolio management and trading systems throughout the full application stack
  • Self-motivated to operate independently and make necessary decisions within the global team
  • Ability to prioritize effectively within a dynamic global environment.
  • Strong team player, results oriented with a flexible approach.
  • Ability to present technology concisely to the business locally and globally with a good understanding of the receiving audience.
  • Good interpersonal and communication skills, with excellent relationship building skills across multiple organizations.
  • Comfortable operating in high pressure environments whilst managing multiple incidents across a global business.
  • Ability to deal with and navigate difficult situations through strong teamwork and a focus on resolution.
  • ITIL certification