Application Support Analyst

Job Description

Company description:People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. Its personable,human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like "hard work" and "dedication" together with "community" and "respect"has enabled us to work collaboratively and build our future together. We call this Team Spirit and its what makes us different. Its what makes you different. Job description:Description of the Business Line or Department The aim of our Service Unit (GBSU)is to deliver day-to-day services to GBIS Business Units and their clients to accelerate the transformation. GBSU is organised under the following structure: A transversal client groupEight service and product orientated entitiesA transversal data entitySevencentres of expertise Within each of these groups are dedicated Information Technology (IT) & OPER (Operations) teams who are aligned with the mandate of the Support Unit groups. The aim of the IT teams of GBIS is to translate ideas into action by combiningthe strength of expertise in IT with a deep understanding of investment banking. While the OPER teams are in charge of processing and controlling transactions initiated by the GBIS business lines. This role is for an application support analyst. The selectedcandidate will join our global team to support the banks Credit Cash and Derivative desks. The Credit & Derivative desks are within the Fixed Income division of the Global Banking and Investor Solutions business line. Summary of the key purposes of the roleWere looking for a well-rounded individual for the ongoing challenges of supporting the Front Office Credit application stack. Your client-driven approach and service oriented mindset, your good analytical skills, your ability to summarize and feedback keymessages, your good communication skills, as well as your adaptability and ability to make decisions, will enable you to succeed in your support mission. As a Support Analyst in a very dynamic environment, you will be part of the global support team as ourlocal support contact for the below parameters: * Support the front office users on the credit trading technology stack * Use analytical and communication skills to resolve Production incidents. * Communicate key messages (incident alerts, resolutions andsummaries) with stakeholders (front office & management). Look for ways to make the processes & platforms more efficient across a number of parameters including supportability, ease of use, monitoring, problem investigation, etc Based in London, one of theleading financial market places in Europe, you will join a tribe as an end-user support analyst supporting primarily UK London based end users, but also users in other location - Paris, Hong Kong & New York. As a support analyst you will be working with otherIT and Infrastructure teams based in London but also located in various regions (France, AMER & APAC) Summary of responsibilities * Provide end user support on the credit perimeter of applications * Follow up on end-user & client requests. Escalate the incidentsto the appropriate vendors & development team when required. Liaise with relevant IT teams regarding new functional and technical enhancements. Ensure the continuity of the business by building and maintaining a strong relationship with the local helpdesk-supportteam, the infrastructure teams, the vendors, the other production teams in London, Paris and BLR, as well as project teams. Follow the guidelines inherent to your support activities (call management/logging, incident management, problem management, Changemanagement)Ensure regular follow-up with global activity through dedicated meetings if applicable Participation, testing and communication of application releases. * End-User training. Make available the knowledge of the local activity by promoting and updatingspecific documentation (WIKI, user guide) to WW support teams. Guarantee a high level of service & quality & communication by industrialising processes and participating to the local & global projects. Work with the development teams on the build out of toolsto make the team more efficient Participate to continuous improvements and global governance. Identify improvement axis and lead/propose transformation of existing processes both for the business and our production services activities. Take part in transversalinitiatives across our UK teams. Level of Autonomy and Authority The employee is required to act with a high degree of autonomy. The employee is expected to engage members of the team to deliver activities required of the team. This involves coordination andworking with members of the IT community as well as others from various business, infrastructure and external vendors. The employee will be engaged in project activities to either improve the production service or be engaged with larger teams in the handoverof projects into live service. Profile description:Competencies 2-3 years experience on Production IT support in a financial environment Familiarity with credit cash/derivative products Good communication skills, speaking as well as in writing Strong analyticalskills "Problem solving" mindset and solution-enabler capabilities Ability to make decisions and work under pressure Taking initiatives and good teamwork, service-minded approach, aim to achieve highest level of user experience Ability to prioritise and influenceProactive, be able to work with users and solve their problems quickly under stressful situations, support the users in every encountered problem and take ownership of the end user issue. Understanding of operational risk assessment Understanding Agile methodologyand Continuous Delivery Technical Experience: Hands on experience with Windows, UNIX, Databases (MSSQL)Familiar with cloud technologies eg Azure, Kubernetes Experience with monitoring tools, eg ITRS Geneos Languages: English: fluent. French is a plus Education:University graduate level, ideally with an exposure to Finance.