Senior Support Analyst

Job Title: Senior Support Analyst
Contract Type: Permanent
Location: City of London, London
Salary: £70000.00 - £75000.00 per annum + package
Reference: BBBH7408_1516787885
Contact Name: Jamie Allen
Contact Email: jallen@venquis.com
Job Published: January 24, 2018 09:58

Job Description

Key Tasks and Competencies:

    • Organise and arrange the provision of integration and batch support within the hours required on a shift rota basis. These may change as the nature of the business and its operating model changes.
    • Be available for out of hours support on an on call rota basis subject to prior agreement.
    • Be available for planned weekend work by prior arrangement and agreement.
    • Provide and lead systematic problem management including communication, resolution, post mortem, remediation and prevention with relation to the relevant applications.
    • Work with Change and Change Management to mitigate change risk during implementation of new software and processes.
    • Ensure the Support knowledge base (system documentation, run books for incidents etc.) are continually reviewed and updated, especially after significant events.
    • Work with Change, IT Infrastructure and application vendors to maintain short and long term outlooks for the application environment. Use these to manage expectations and potential conflicts.
    • Assist in managing application vendors; not the strategic relationship, but technical liaison: fault diagnosis, impact analysis of change, performance monitoring and holding to account.

    Management and strategy

    • Strive for continuous improvement through incident and process review, soliciting feedback, keeping abreast of best industry practise
    • Guide and mentor team members to provide timely, knowledgeable, accountable customer service.
    • For junior staff, where appropriate, set objectives and carry out appraisals in accordance with company standards.
    • Work with the Manager, Production Services Data and Service Transition team to ensure a smooth transition into service of new and changed applications, and to improve the transition process.

      Skills Required

    • experience in a fund management company as a Support Analyst / Support lead and have an excellent understanding of integration and scheduling technologies.
    • experience in the support and maintenance of a wide range of applications used to support the business activities at the firm.
    • familiarity with ITIL Service Transition best practise
    • knowledge of container based deployment platforms

    • excellent diagnosis and fault finding skills
    • ability to understand complex workflows
    • demonstrable competence in navigating relational databases, understanding messaging and middleware, portfolio management, analytics, trading and data management systems
    • excellent verbal and written communication skills

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