PRODUCTION SUPPORT ANALYST

Key Responsibilities

. Provide 24x7 application support to Finance applications and frontline support for incoming issues to ensure timely and effective resolution of user issues & queries, any system issues and batch job failures

. Work on timely resolution for reported incidents so as to meet service level targets. Incidents include failures & queries reported by business users and technical staff event alerts automatically detected and reported by event monitoring tool.

. Perform root cause analysis to identify permanent solution so as to prevent recurring incidents and to minimize the impact of incidents that cannot be prevented

. Ensure all incidents and problems are proactively managed - Prioritizing numerous issues of varying severity and escalate issues as appropriate to necessary teams and management

. Collaborate with the development team in identifying issue resolutions and transitioning of releases into production environment.

. Adopt standard Incident and Problem Management workflow and processes, i.e. timely ticket, defect and incident loggings, proper change management process, and quality issue/impact emails

. Participate in DR/BCM activities or infrastructure related upgrade

. Perform batch monitoring and scheduling of ad hoc batch jobs

. Document support issues and solutions into knowledge base

Key Requirements

. Degree in computer science/engineering or related disciplines

. Min 5 years of experience in application support environment, preferably in financial institutions

. Excellent communication, interpersonal, analytical, and problem-solving skills

. Proactive and able to work independently and with a team.

. Good working knowledge with job scheduling using Control M

. Working experience in Hyperion, Oracle SQL/PLSQL, Unix, Windows MS SQL platforms

. Knowledge with performance management and reporting applications example OFSAA, Hyperion EPM/HFM, OBIEE, SAP (GL, procurement, REFX), OneSumX, Moodys Risk Authority will be added advantage.

. Knowledge of front to back operations, finance, risk and accounting will be added advantage