The Associate administers and maintains the underlying application infrastructure, supporting an innovative suite of financial services applications. As trusted advisor, the incumbent creates and maintains effective customer relationships so as to insure customer satisfaction. Maintains knowledge of leading edge technologies and industry/market domain knowledge. Actively contribute to the Company's solutions portfolio by providing information ranging from technical knowledge to methodologies.
RESPONSIBILITIES: - Provides direct technical support to application projects, requests, incidents, issues and systems and service disruption. - Escalation point for Level III and Application Integration - Responds to inquiries concerning system software and applications - Provides immediate assistance for emergency and URGENT fixes as defined in service definition. - Creates temporary “work-around” for immediate service restoration - Documents and logs all contacts and actions into the company knowledgebase - Deploy and implement applications changes and systems upgrades - Escalates and involve vendor support for issues unresolved at Level 2 - Follows up issues and incidents resolution through to completion to ensure resolution - Works and collaborates with other IT teams as soon as the incident resolution requires multidisciplinary expertise - Assist in creating technical documents, and training material - Participates in the technical designs and infrastructure design of new applications deployment and applications upgrades - Provides work direction, problem resolution, and training to other technical support personnel - Collects, documents business requirements - Designs, develops, tests and maintains script programs for process automation - Designs, develops, tests and ETL jobs for data loading - Monitors application and database performance and recommends alternatives for improvements - Application System installation and configuration experience on Linux preferred - Working with databases and understand how application use the database
Qualifications EDUCATION:
Bachelor's Degree; in Computer Science/Software Engineering or equivalent field or equivalent work experience;
WORK EXPERIENCE:
5-10 years; Deploying and maintaining software products
5-10 years; Experience with software projects utilizing agile methodologies in a mission-critical environment.
5-10 years; System administration knowledge in a large matrixed organization.
Ability to quickly ascertain technical status of issues raised using limited information and formulating the best possible issue-resolution plan
Excellent communication skills, both written and verbal
History of building detailed technical artifacts documenting software deployment processes
Practical experience and appreciation for Agile/ DevOps practices and processes that foster automation and collaboration with a goal to build, test and release software and products faster and reliably
Record of working on Application projects and documenting their configuration on the infrastructure.
Strong customer relationship management skills with ability to prioritize and develop creative solutions to problems, Strong process-oriented approach to all work products
Strong working knowledge and/or a passion to explore and aptitude to quickly learn a wide range of frameworks, technologies and software development, testing, integration and deployment tools
Successful track record of managing a network of partnerships with technical teams to resolve system problems and application-specific issues
Understanding of software performance tools, metrics and benchmarks
Well-versed with a wide range of technologies across web, database, integrations, interfaces, services and server side
PHYSICAL DEMANDS: Minimal physical effort such as sitting, standing, and walking.