Job Purpose :

The key purpose of this role is to work in the vended applications IT support team as an L3 technical support analyst, with the primary objective being to Keep the lights on by ensuring the business has stable systems from a day to day operational perspective.

The role will require resolving technical application support queries, supporting technical and environment related issues and understanding, identifying and delivering business BAU change needs. The role holder will become an subject matter expert across multiple vended applications and other third party systems.

The role will require the job holder to work with colleagues and under direction of the support manager on initiatives which may be support issues, small scale business process improvements and larger scale change initiatives. In addition they need to support the IT delivery manager to ensure that BAU change is delivered in a timely manner and efficiently following the ITIL principles.

Skills and experience required :

- 5 to 7 or above years previous experience (Technical Support) supporting business critical application preferable in banking and financial service industry

- Relevant technical experience to include application support and exposure on Dot Net/Java and SQL

- Considerable experience in dealing with a wide range of customers with high level support and understanding and excellent communication skills

- Must have ability to triage product related issues, debugging, investigating database and other related issues

- Demonstrable experience at working independently and communicating at all levels both technical and non-technical is essential.

- Previous experience working with Mortgage/savings or similar products is desirable

Core Responsibilities :

- Investigation of complex tickets or Triage of all incidents reported on the servicing application and resolve where possible with in SLA along with providing work arounds to minimise impact of MI or prolonged issue

- Incident Management : All support requests raised to support team to be managed within agreed service levels, Monitoring of the environment ensuring we stay on top of all major issues and escalating to manager where appropriate. Ensuring we meet SLA requirements or renegotiate where SLA is not achievable.

- Problem Management : Ensuring recurring issues are addressed by the right process to prevent reoccurrence and ensuring they are timeline driven.

- Maintain service desk tickets with updated and communications among application support team, business stakeholders and supplier

- Lead / co-ordinate all resolutions and closure of application support tickets within agreed SLAs.

- Raise any Operations issues with Vendor/Supplier for any tickets that require the third party software suppliers input and follow up till fixed.

- Ensure CR is supported for fix till the end or escalate delays to leads and managers.

- Responsible to document any critical issue with step by step and create a knowledge articles.

- Handling customers, following up on the customer issues and clarifications, carry out second and third line of troubleshooting, work with development/testing teams to get the customer issues resolved.

- Escalate tickets and coordinate resolution where the issues resolved at first level and provide suggestions & ideas to Junior /Seniors System Support Analyst and help them to progress on their tickets.

- Contribute to personal performance and development reviews and planning. Fully engage in any personal training and development activity that is agreed.

- Ensure all Treating Customer Fairly requirements are met.

- Produce all necessary documents, analytical / statistical reports etc. and report any breach to Line Managers.

- Provide support to IT systems end users and related software, applications and services through service desk software, phone or by any electronic methods with in the agreed SLAs.

- Monitor and maintain automated processes, systems etc. and report and resolve any issues reported or liaise with service owners and other technical support teams.

- Communicate any training requirements to your line manager.

- Responsible for taking the queue ownership for respective set of applications supported.

- Maintaining and enhancing practical and operational relationships with third party suppliers.

- Work alongside the risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function.

- Flexible to work in any shifts as per business requirements and Available MI or On call for critical applications (Probably no US Shifts)

- Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.

- Ability to have strong mortgage or savings application knowledge and expert in at least one application and back up for other small or medium sized applications with ability to train other team members on the same and manage the queue.

- Able to work on Process Migrations for one or two application and provide training to the business as part of migration.

- Ability to handle at least one big application and one small or medium sized application independently.

- Lead process improvements and documentation/Run books

- Manage and lead Audit work and application upgrades

Knowledge Requirements :

- Knowledge in Banking and Finance/Mortgage Domain is desirable.

- Working experience in windows & web applications, .Net or Java , MSSQL database, Client Support Model.

- Knowledge on Tomcat and IIS is desirable.

- ITIL v3 foundation certification

- Should have excellent communication skills.

Required Qualifications/Certifications :

- B.E. Or B. Tech. (Computer Science/ IT/ Similar Discipline)\ B.C.A.\ B. Sc. (Computer Science/ IT)

Responsibilities/Information Security Management System (as per ISO 27001 Certification Requirements) :

- Ensure strict adherence to companys security policies and procedures (for ex : Password policy, clear screen and clear desk policy, etc.)

- Take ownership of all the assets/information assigned and secure it in compliance with ISO 27001 standard implemented in the company.

- Co-operate and co-ordinate for the internal audits conducted in the company (complying to ISO 27001 standard).

- Report to the Incident Response Manager, any incidents you come across in the office with regard to Security threats like threats to physical asset & stored information or any risks detrimental to the Security Policies of the company, etc.,.

- Responsible to supervise in ensuring that all personnel reporting to you shall observe all Security requirements and be appropriately trained in Security.