Senior Support Analyst

Job Description

Company overview:Nomura is an Asia-based financial services group with an integrated global network spanning over 30 countries. By connecting markets East & West, Nomura services the needs of individuals, institutions, corporates and governments through its three businessdivisions: Retail, Asset Management, and Wholesale (Global Markets and Investment Banking). Founded in 1925, the firm is built on a tradition of disciplined entrepreneurship, serving clients with creative solutions and considered thought leadership. For furtherinformation about Nomura, visit www.nomura.comBusiness Unit overview:Corporate Production Services is a global support team that provides support services across business functions and maintains software solutions used by Wholesale Business spread across EMEA, US, Japan, AEJ, and emerging Markets like India, Brazil, and China.The team provides application and systems support across a wide domain including and not limited to Global Middle office, Digital office, Core & Compliance, Infrastructure and Technology Operations and User Helpdesk. The support professionals are responsibleto provide stable production systems to Global Middle office users.Role / Principal Accountabilities: Reporting into UK lead for Corporate Data Production Services in Corporate Production Services, this is a high profile and critical support role in a pressurized environment and demands an individual with flexibility, acumen and the ability to assimilatelots of information quickly, with focus on Incident and Problem Management.The Corporate Data Production Services team operates using follow the sun support model, standardized practices, set of tools so as to provide support to corporate users globally in a consistent manner. This role requires a highly motivated individual toprovide procedural and technical support to Global and regional applications used by Global users as stated below:

• First point of contact for all support queries and application incidents, takes ownership of issues and see through to completion.
• Basic functional knowledge of Settlements, Middle Office in investment banking business.
• Adopting best practices and to demonstrate best-practice.
• Reviewing service availability, performance and stability, and proactively identifying service trends and taking the appropriate actions to resolve service related issues.
• Be able to involve the correct resources to address any issues.
• Establish strong collaborative relationships between Production Services and Application development teams, the business as well as Infrastructure and other functional groups.
• Diligence in maintaining ITIL Service Management processes, procedures and work instructions, monitoring compliance to them and undertaking continual improvements as required
• Ensure software or hardware changes do not impact application service levels.
• The role requires a strong, dedicated team player with leadership skills.
• The role requires weekend & holiday support related activities on rotation basis.

Skills, experience and knowledge required:

• Proven experience with IT Incident, Problem, and Change Management processes.
• Experience of application management improvement processes & support practices.
• Strong Relationship Management skills. Customer-focused with gravitas and professionalism.
• Excellent communication, listening and interpersonal skills.
• Strong analytical and problem solving skills.
• Experience with managing transitional changes to large and complex systems.
• Hands on Unix/Linux skills including ability to understand and write shell/perl/python scripting.
• Must have hands on technical support experience in Database - Sybase/SQL Server/Oracle.
• Good working knowledge of databases and writing SQL queries.
• Good knowledge of Autosys setup and configuration.
• Full understanding of ITIL.
• Demonstrate strong leadership skills being able to provide direction to numerous and diverse teams in a fast paced environment.
• Must have excellent analytical and communication skills including ability to summarise key messages, providing clear and concise status to senior management.

Desirable:

• Working knowledge of Risk, Fixed Incoming Trading or Position Management Systems.
• Working knowledge of cloud technologies (AWS, Azure or similar) will be a plus.
• Experience in supporting and administering DevOps tools as part of the deployment pipeline e.g. Git, Jenkins, Docker, Ansible, Elastic, Jira etc.
• Knowledge and experience in IT automation.
• Knowledge and understanding of the Site Reliability Engineering principles.
• Understanding of Agile practices and principles.