Application Production Support

Job Description

Job Description :

Level 1 and level 2 functional application support to users in Back Office related applications (main application is Calypso):

• Internal end users requests management
• Internal users on the applications assistance
• Queries resolution from end users with respect to the systems supported, including but not limited to incorrect data issues, ensuring feeds into the system in a timely manner
• Ensuring that root cause analysis has been found and solutions implemented to prevent repeat occurrence
• Change management: plan, test and release functional fix 
• Documentation on new functional features
• Current business processes maintenance and enhancement
• Functional platforms follow up, new process and features implementation
• Incident and Problem management, solutions to common problems documentation                  

*Important Information*

• Flexible to work in OnCall support and/or to cover business for some bank holidays / week-ends (rotation basis)
• Candidate will be reporting to a local Team Leader
• Please notice that this is a functional application support position - This team has low needs of technical expertise and high need for business knowledge

Main Responsibilities:

• Provide first class support to all users of the system in a timely and efficient manner.                        
• Liaise with the developers to help to unlock production issues raised by the business.
• Track issues effectively using ITIL approved methodology (incidents, changes, requests and problems).                                 
• Maintain a knowledge base regarding support issues and their resolution.       
• Reconfiguring various existing setups in order to improve the efficiency of the system and to cohere to business requests.                                  
• Participate in change implementations, always ensuring pre-production tests were carried out and production implementation 4eyes rule is respected.
• The systems the team supports are classified as Tier 1 (business critical) which requires a very flexible approach to work as we have to support the systems as well as undertake project work.                          

Qualifications

Technical skills:

• English – Expert
• Linux/UNIX & Windows Systems      - Notions
• ServiceNow (ITIL)                              - Practice
• Geneos / Dynatrace (Monitoring Framework)        - Notions
• SQL                - Notions
• Financial Markets - Transversal Financial Markets  - Practice

Soft skills:

• Communication - oral & written                               
• Ability to collaborate / Teamwork                             
• Proactivity                             
• Strong analytical skills                                  
• Ability to prioritise work effectively in a dynamic, ever changing environment