application support team lead resume

• • Investigated and resolved more than 150 technical faults every month ensuring smooth conduct of business
• • Coordinated with 5+ cross-functional teams to troubleshoot and resolve issues
• • Managed software configurations post-implementation, improving system efficiency by 20%
• • Implemented customer-specific enhancements, resulting in a 15% increase in customer satisfaction
• • Automated 5+ routine tasks using Python, boosting team efficiency by 30%
• • Resolved 100+ client queries bi-weekly, boosting client confidence in product
• • Drafted user guide documents for 7+ new features to improve software accessibility
• • Implemented 3+ large scale software solutions across different industries
• • Conducted 15+ professional training sessions on SQL and Oracle
• • Developed a user-friendly database management system, reducing data retrieval time by 25%

5 Application Support Specialist Resume Examples & Guide for 2024

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Resume Guide

Simple guide to your application support specialist resume format, writing your application support specialist resume experience, spotlighting your application support specialist hard and soft skills, choosing the right certifications and education for your application support specialist resume, deciding between a application support specialist resume summary or objective, extra sections to boost your application support specialist resume, key takeaways.

Application Support Specialists often struggle with effectively showcasing their diverse range of technical skills and troubleshooting experience in a concise manner on their resumes. Our guide can assist by providing targeted examples and templates that demonstrate how to clearly highlight these skills, making it easier for recruiters to understand your expertise and potential value to their organization.

Dive into this guide to learn how to craft a application support specialist resume that offers recruiters a clear view of your career journey:

• Draw from our application support specialist resume samples, highlighting top skills, certifications, and more.
• Illuminate the potential impact you can bring to an organization through your resume summary and experience.
• Spotlight your unique application support specialist expertise, emphasizing tangible results and standout achievements.

Recommended reads:

• IT System Administrator resume
• Linux System Administrator resume
• Senior System Administrator resume
• Service Desk Analyst resume
• Junior Salesforce Admin resume

Successful application support specialist resumes all have something in common - candidates invest in a simple resume layout . One that is easy to read, makes a good first impression, and is adapted to their professional experience.

There are three distinct resume formats , which help you focus on different aspects of your resume. Those are:

• A reverse-chronological resume format - puts your most recent experience in the spotlight
• A functional skill-based resume format that makes your transferrable skills the center of attention
• A hybrid resume format - it combines skills and experiences.

What's more, keep in mind that your resume usually goes through an ATS (Applicant Tracker System) (i.e. the software used by companies in the hiring process).

The application support specialist resumes that suit the ATS:

• incorporate exact match keywords and skills from the job description;
• should be no longer than two pages;
• should be submitted in a PDF format, unless specified otherwise.

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• functional skill-based resume format - that puts the main focus on your skills and accomplishments;
• hybrid resume format - to get the best of both worlds with your application support specialist experience and skills.

Don't forget to include these six sections on your application support specialist resume:

• A header for your contact details and a summary that highlight your alignment with the application support specialist job you're applying for
• An experience section that explains how you apply your technical and personal skills to deliver successful results
• A skills section that further highlights how your profile matches the job requirements
• An education section that provides your academic background
• An achievements' section that mentions any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

• Proven experience in troubleshooting and resolving application issues in a timely manner.
• Strong understanding of software, hardware, and network infrastructure.
• Demonstrated knowledge of the specific application/platform to be supported, along with relevant certifications if applicable.
• Excellent customer service skills, including clear communication and problem-solving abilities.
• Experience in handling incident management procedures and escalation processes.
• Types of Resumes

Here are some quick tips on how to curate your application support specialist professional experience:

• Always ensure that you quantify your achievements by implementing the Situation-Task-Action-Result framework;
• When writing each experience bullet, make sure you're using active voice;
• Stand out by including personal skills you've grown while at the job;
• Be specific about your professional experience - it's not enough to say you have great communication skills, but rather explain what your communication track record led to?

Wondering how other professionals in the industry are presenting their job-winning experience? Check out how these application support specialist professionals put some of these best practices into action:

• Collaborated with cross-functional teams to provide application support for various software solutions.
• Resolved technical issues and inquiries from end-users, resulting in a 30% reduction in support tickets.
• Assisted in the implementation of a new CRM system, ensuring smooth transition and training for employees.
• Developed and conducted training sessions on application usage, empowering users to maximize productivity.
• Participated in testing activities and provided feedback to development teams for continuous improvement.
• Managed critical incidents and performed root cause analysis to identify and resolve application issues promptly.
• Enhanced monitoring processes, resulting in a 20% decrease in system downtime.
• Collaborated with developers to troubleshoot and debug complex code, ensuring optimal system performance.
• Contributed to the creation of comprehensive knowledge base articles, improving self-service support options.
• Coordinated with third-party vendors to escalate and resolve issues related to integrated systems.
• Provided Tier 2 application support, assisting help desk personnel in troubleshooting advanced technical issues.
• Implemented monitoring tools to proactively identify system anomalies, reducing response time by 25%.
• Led the migration of legacy applications to a cloud-based platform, resulting in improved scalability and cost-efficiency.
• Collaborated with developers to deploy application updates and patches, ensuring version control and stability.
• Developed and maintained comprehensive documentation on application configurations and processes.
• Assisted in the setup and configuration of new software applications for internal use.
• Investigated and resolved user-reported issues, providing timely and effective solutions.
• Conducted user acceptance testing for software enhancements and updates.
• Provided end-user training on core applications, improving overall system adoption.
• Contributed to the development and improvement of support policies and procedures.
• Collaborate closely with development teams to troubleshoot and resolve complex application issues.
• Implement proactive monitoring and alerting systems, reducing downtime by 15%.
• Lead the configuration and customization of CRM systems to meet specific business requirements.
• Provide training and ongoing support to end-users, resulting in increased user satisfaction.
• Contribute to the development and execution of project plans for system upgrades and enhancements.
• Managed a team of application support specialists, ensuring SLAs were met with high customer satisfaction.
• Designed and implemented an incident management process, reducing average resolution time by 20%.
• Collaborated with cross-functional teams to define and document standard operating procedures.
• Developed and delivered training programs for new hires, improving onboarding efficiency.
• Led the implementation of a knowledge management system, enabling self-service support for end-users.
• Provided application support for a diverse range of software products and systems.
• Identified and resolved complex technical issues, ensuring minimal impact on business operations.
• Collaborated with development teams to prioritize and implement bug fixes and enhancements.
• Assisted in the design and execution of user acceptance testing for system upgrades.
• Developed and maintained documentation on application configurations and troubleshooting procedures.
• Managed incident and service request queues, ensuring timely resolution within SLA targets.
• Investigated and diagnosed recurring application issues, implementing preventive measures.
• Coordinated with vendors to resolve software defects, tracking progress and ensuring timely resolutions.
• Developed and delivered training sessions on new features and functionality to end-users.
• Participated in the evaluation and selection of new applications and tools to enhance support capabilities.
• Provided technical support for enterprise-level applications, assisting end-users with issue resolution.
• Implemented proactive monitoring systems, resulting in a 25% decrease in critical system failures.
• Collaborated with development teams to test and deploy software updates and enhancements.
• Developed and maintained application-specific troubleshooting guides for the support team.
• Assisted in the development of custom reports and data queries for business analysis purposes.
• Provided front-line technical support for applications, resolving issues and escalating complex cases.
• Assisted in the creation and maintenance of knowledge base articles and user guides.
• Participated in testing activities for new software releases and patches.
• Collaborated with developers to reproduce and debug customer-reported issues.
• Conducted remote sessions to guide end-users through application installations and configurations.

Quantifying impact on your resume

• Include specific numbers on how many applications or systems you maintained or supported, indicating your capacity to handle multiple tasks.
• Highlight any measurable improvements in system performance or uptime due to your support, showcasing your problem-solving skills.
• List the number of users or clients you provided support for, demonstrating your customer service capabilities.
• Quantify the number of support tickets or issues resolved per day or week, showing your efficiency and effectiveness.
• Note any specific instances where you reduced response time to support requests, evidencing your time management skills.
• Mention the percentage decrease in recurring issues due to your preventative measures or solutions, highlighting your ability to provide long-term fixes.
• Specify the number of new procedures or best practices you implemented, showcasing your initiative and innovation.
• Report any quantifiable training or mentoring performed, such as the number of new team members trained, reflecting your leadership potential.

Navigating the resume landscape without experience

It's not uncommon for candidates lacking direct experience to secure entry-level positions. Their resumes often share these characteristics:

• They opt for a functional or skill-based format, emphasizing strengths over chronological work history.
• Transferrable skills, gleaned from diverse life and work experiences, take center stage.
• The objective section melds career highlights, the motivation behind the application, and the unique value proposition for the role.
• Skills are tailored to meet basic job prerequisites while also spotlighting any specialized expertise.
• Resume Buzzwords
• Resume Action Verbs

Use the SOAR (Situation - Action - Results) method for each of your application support specialist experience bullets. Reflect on specific challenges you've addressed, the actions you took, and the outcomes. This approach also preps you for potential interview questions.

Hard skills denote your technological proficiency and expertise in specific tools or software. These skills are often validated through certifications and hands-on experience.

Soft skills , on the other hand, reflect your interpersonal abilities and how you navigate workplace dynamics. These skills are cultivated over a lifetime and can be more nuanced.

Why the emphasis on both? Hard skills demonstrate your technical competence and reduce training needs. Soft skills suggest adaptability and cultural fit.

To optimize your skills section:

• Forego basic skills like "Excel" in favor of more specific proficiencies like "Excel Macros".
• Highlight core values and work ethics as soft skills, indicating what you prioritize in a professional setting.
• If relevant, create a distinct section for language proficiencies.
• Balance hard and soft skills by crafting a strengths or achievements section, illustrating outcomes achieved through both skill sets.

To assist you, we've curated a list of skills highly sought after by recruiters. Ensure you integrate those that resonate with your expertise and the prospective employer's needs:

Top skills for your application support specialist resume

Application Troubleshooting

Software Installation and Configuration

Technical Support

Coding/Programming (e.g., Python, Java)

Database Management (e.g., SQL)

System Administration

Knowledge of Operating Systems (e.g., Windows, Linux)

ITIL Framework Understanding

Network Management

Cybersecurity Basics

Communication Skills

Problem-solving Abilities

Customer Service Orientation

Time Management

Attention to Detail

Adaptability

Analytical Skills

Self-motivation

If the job emphasizes team or organizational culture, dedicate a section of your resume to underscore your strengths and achievements. Top-tier application support specialist candidates also highlight their alignment with a company's values and culture.

Your education section can highlight skills and experiences perfect for the job.

• List college or university degrees with the school name and dates.
• If you're still studying, mention your expected graduation date.
• Think twice before adding unrelated degrees. Space on your resume is precious.
• Discuss educational achievements if they boost your job relevance.

There are many certifications out there. Which ones should you include?

• List your main degree in a separate section with the school name and dates.
• Only add certifications that highlight your skills and experience.
• Place unique or recent certifications near the top.
• Add a brief description to certifications if it helps show your skills.

Remember, it's not about quantity but relevance.

Best certifications to list on your resume

• Microsoft Certified: Azure Administrator Associate (MCAAA) - Microsoft
• ITIL Foundation Certificate in IT Service Management (ITIL) - AXELOS
• AWS Certified SysOps Administrator – Associate (ACSOAA) - Amazon Web Services
• CompTIA A+ Certification - CompTIA
• Certified Information Systems Security Professional (CISSP) - (ISC)²
• Cisco Certified Network Associate (CCNA) - Cisco
• Professional Scrum Master I (PSM I) - Scrum.org

If you have plenty of certifications, prioritize the most relevant and industry-recognized ones. Arrange them based on their relevance to the job at hand.

• Major Minor on Resume
• Incomplete Degree on Resume

While some argue the resume summary or objective is outdated, these sections can effectively:

• Integrate pivotal application support specialist keywords.
• Showcase your achievements.
• Clarify your motivation for applying.

The distinction lies in their focus:

• A resume objective emphasizes your career aspirations.
• A resume summary spotlights your career milestones.

Opt for a summary if you have a rich experience you wish to highlight immediately. Conversely, an objective can be ideal for those wanting to underscore their aspirations and soft skills.

For inspiration, we've curated samples from industry professionals to guide your resume summary or objective crafting:

Resume summary and objective examples for a application support specialist resume

Result-driven Application Support Specialist with a strong technical background and over 10 years' experience in the IT industry. Expertise includes troubleshooting, SQL, Java, and Agile project management. Recognized for streamlining processes to improve productivity by 20% at XYZ Corporation.

Detail-oriented professional with 15+ years of experience as an IT consultant, seeking to leverage my expertise in systems analysis, debugging, and problem-solving in the capacity of an Application Support Specialist. Proven record of improving system performance and efficiency at ABC Enterprises.

Certified public accountant with more than 8 years of experience managing financial systems, looking to transition to application support. Proficient in SQL, Python, and cloud applications, with a demonstrated ability to learn new technologies rapidly. Successfully implemented a major software upgrade for my previous employer.

A mechanical engineer with a passion for technology, aiming to pivot into application support. Holds a certificate in IT Support from XYZ University and has hands-on experience with Java, C++, and SQL. Previously developed an automated testing system that increased operational efficiency by 15%.

Eager computer science graduate seeking to apply theoretical knowledge and internship experience in real-world settings as an Application Support Specialist. Looking forward to contributing to enhancing system functionality and end-user satisfaction at a fast-paced tech-driven organization.

Motivated Information Technology student with a focus on software development, hoping to start a career as an Application Support Specialist. Enthusiastic about using my problem-solving skills and understanding of C#, Java, and cloud computing to ensure smooth software operations and user satisfaction.

Add more sections to show off your unique skills and personality.

• Projects - Include any impressive ones you've done outside of work.
• Awards - Show off any industry recognition.
• Volunteering - Share causes you care about and skills you've gained.
• Personality - Hobbies or favorite books can give a glimpse into who you are.
• Pay special attention to the tiny details that make up your application support specialist resume formatting: the more tailored your application to the role is, the better your chances at success would be;
• Select the sections you include (summary or objective, etc.) and formatting (reverse-chronological, hybrid, etc.) based on your experience level;
• Select experience items and, consequently, achievements that showcase you in the best light and are relevant to the job;
• Your profile will be assessed both based on your technical capabilities and personality skills - curate those through your resume;
• Certifications and education showcase your dedication to the particular industry.

Looking to build your own Application Support Specialist resume?

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Application Support Engineer Resume Examples: Proven To Get You Hired In 2024

Application Support Engineer Resume Template

Download in google doc, word or pdf for free. designed to pass resume screening software in 2022., application support engineer resume sample.

When businesses want to streamline their operations, they seek an application support engineer. These engineers are responsible to overlook the installation and maintenance of software applications important to the business, assisting wherever necessary. Being an application support engineer means being an expert on software stacks and timely debugging and maintaining software. They need to be communicative and responsible with time, along with having a bachelor’s degree in computer science or information technology. If this job sounds like the one you’re seeking, we have a great resume template for you to take inspiration from!

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Recruiter Insight: Why this resume works in 2022

Tips to help you write your application support engineer resume in 2024,    demonstrate technical programming skills through projects..

Your projects that are built upon various programming languages and frameworks can make a difference to your resume. Some of the most important languages that employers often look for are Java, C++, Javascript, .Net languages as well as HTML. Some framework examples can include Emmet, jQuery, Bootstrap as well as Sass.

   Show your abilities in using common software tools.

Experience with data management, online platform development, and proprietary business software can help your resume stand out. It demonstrates your capacity for successfully managing the technical components of your profession and establishes your skills before you even get the job! Some of these software includes Apache Hadoop and Ajax.

IT Support Analyst Resume Sample

System administrator resume sample.

• Application Support Engineer Resume Tips

We spoke with hiring managers at top companies like Microsoft, Salesforce, and Oracle to understand what they look for in Application Support Engineer resumes. Here are some key tips they shared with us to help your resume stand out from the competition and land more interviews.

   Highlight your technical skills

Emphasize your technical skills that are relevant to the Application Support Engineer role, such as:

• Proficiency in SQL, Python, and Java
• Experience with Salesforce, SAP, or Oracle applications
• Knowledge of ITIL and Agile methodologies

Avoid simply listing your skills without context. Instead, provide specific examples of how you've used these skills to solve problems or improve processes. For example:

Developed a Python script to automate data migration, reducing manual effort by 80% and saving 20 hours per week.

   Quantify your impact

Use numbers and metrics to quantify the impact of your work. This helps hiring managers understand the value you can bring to their team. For example:

• Provided application support to users
• Managed incidents and service requests

Instead, quantify your achievements like this:

• Supported 500+ users across 3 business units, maintaining 99% SLA compliance
• Managed 100+ monthly incidents and service requests, reducing average resolution time by 30%

   Show your problem-solving skills

Application Support Engineers need strong problem-solving skills to troubleshoot issues and find solutions. Highlight specific examples of how you've used your problem-solving skills to overcome challenges. For example:

Investigated and resolved a critical application performance issue impacting 200 users, identifying and fixing a database query bottleneck that reduced response times by 50%.

Avoid generic statements that don't provide insight into your problem-solving approach, like:

• Troubleshot application issues
• Solved problems for users

   Demonstrate your communication skills

Effective communication is crucial for Application Support Engineers who work with both technical and non-technical stakeholders. Show how you've used your communication skills to collaborate with teams, explain complex issues, or provide user training. For example:

• Created user guides and training materials for new application features, reducing support tickets by 25%
• Collaborated with development teams to provide user feedback and requirements, resulting in 3 major UX improvements

Avoid simply stating that you have "good communication skills" without providing evidence.

   Tailor your resume to the job

Customize your resume for each Application Support Engineer job you apply to. Review the job description and company website to identify key skills and requirements, then highlight your relevant experience and achievements. For example:

• Application Support Engineer with 5 years of experience

Instead, tailor your summary to the specific job:

Application Support Engineer with 5 years of experience supporting Salesforce Sales Cloud and Service Cloud applications for enterprise clients. Proven track record of reducing support ticket volume by 30% through proactive problem management and user training.

   Include relevant certifications

Certifications demonstrate your expertise and commitment to professional development. Include relevant certifications for the Application Support Engineer role, such as:

• ITIL Foundation Certification
• Salesforce Certified Administrator
• Oracle Certified Associate (OCA)
• AWS Certified Cloud Practitioner

List your certifications in a separate section on your resume, and include the year you earned each certification. This helps hiring managers quickly see your qualifications and expertise.

Skills For Application Support Engineer Resumes

Here are examples of popular skills from Application Support Engineer job descriptions that you can include on your resume.

• Application Support
• System Administration
• Windows Server

Skills Word Cloud For Application Support Engineer Resumes

This word cloud highlights the important keywords that appear on Application Support Engineer job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.

How to use these skills?

Similar resume templates, data engineer.

Sales Engineer

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Resume Guide: Detailed Insights From Recruiters

• Technical Support Resume Guide & Examples for 2022

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Use our free resume checker to get expert feedback on your resume. You will:

•  Get a resume score compared to other Application Support Engineer resumes in your industry.

•  Fix all your resume's mistakes.

•  Find the Application Support Engineer skills your resume is missing.

•  Get rid of hidden red flags the hiring managers and resume screeners look for.

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Application Support Engineer Resumes

• Template #1: Application Support Engineer
• Template #2: Application Support Engineer
• Template #3: IT Support Analyst
• Template #4: System Administrator
• Skills for Application Support Engineer Resumes
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• Other Engineering Resumes
• Application Support Engineer Interview Guide
• Application Support Engineer Sample Cover Letters
• Technical Support - 2024 Resume Guide
• Alternative Careers to a Application Support Engineer
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Support Lead resume examples for 2024

Support leads are responsible for managing customer service, troubleshooting, and providing technical support. They must have strong communication and mathematical skills, as well as experience working with point-of-sale systems and infrastructure. They also handle payroll, incident management, and process improvement. As one expert put it, "support leads are responsible for managing the complete accountability of the incident from the moment the incident is received until the incident is resolved and closed."

Support Lead resume example

How to format your support lead resume:.

• Use the same job title on your resume as the one in the job application for a support lead role.
• Focus your work experience on achievements that demonstrate your skills as a support lead, rather than just responsibilities.
• Keep your resume to one page, prioritizing the most relevant and impressive achievements for the support lead role.

Choose from 10+ customizable support lead resume templates

Choose from a variety of easy-to-use support lead resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your support lead resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Entry level support lead resume example

How to make a job-winning resume for support leads:.

• Make sure to include hard and soft skills for a support lead resume. The most common support lead resume skills are: customer service, cash management, pos.
• If you're applying for an entry-level support lead position and you have no work experience, you can include relevant education, coursework, or valuable support lead certifications.

Professional support lead resume example

Resume tips to land the job:.

• Choose work experience over a resume objective, especially for a senior support lead role. Recruiters prefer concise, bullet-point lists of key accomplishments over lengthy paragraphs. Start each bullet point with a verb such as 'Managed', 'Improved', or 'Implemented'.
• Expert Advice: According to ['John Doe', 'Support Lead', 'Acme Inc.'], 'When listing your accomplishments, use numbers and metrics to quantify your achievements. This helps recruiters quickly understand your impact.'
• Lead each bullet point with a strong action verb, such as 'Resolved', 'Optimized', or 'Streamlined', to describe your accomplishments in a clear and concise manner.

Support Lead resume format and sections

1. add contact information to your support lead resume.

Support Lead Resume Contact Information Example # 1

Montgomery, AL 36043| 333-111-2222 | [email protected]

2. Add relevant education to your support lead resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Support Lead Education

Support Lead Resume Relevant Education Example # 1

Associate's Degree In Liberal Arts 2006 - 2008

Monroe College Bronxville, NY

Support Lead Resume Relevant Education Example # 2

Bachelor's Degree In Computer Applications 1990 - 1993

The Art Institute of Pittsburgh Pittsburgh, PA

3. Next, create a support lead skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an support lead resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

POS is an abbreviation of "Point of Sale" which is the time and place where a customer completes a transaction. It can either be a physical shop that consists of POS terminals or a virtual shop. A POS system helps simplify the retail functions and track important sales data.

The sales floor is the area in a company or a business that is specified for retail activities or is designated as the selling area of the shop. A car showroom can be considered a sales floor, as it has cars in its display which are to be sold. A sales floor is generally crowded with sales assistants who are there to help you out while you can search and check out the products. Generally a sales floor has free access to the public and they can observe, view and get information about the product that is being sold.

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Infrastructure includes the organizational and physical structures needed to run an area or a society smoothly. It is a group of basic facilities required for any society or firm to run sustainably and efficiently. The infrastructural system is a high investing area and helps majorly in flourishing the economy and prosperity of a country. It is an underlying system needed for ensuring the safety and comfort of the public and to run a country smoothly. All the tasks needed to be performed for a flourishing economy and a happy and healthy public are included in infrastructure.

Java is a widely-known programming language that was invented in 1995 and is owned by Oracle. It is a server-side language that was created to let app developers "write once, run anywhere". It is easy and simple to learn and use and is powerful, fast, and secure. This object-oriented programming language lets the code be reused that automatically lowers the development cost. Java is specially used for android apps, web and application servers, games, database connections, etc. This programming language is closely related to C++ making it easier for the users to switch between the two.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Top Skills for a Support Lead

• Customer Service , 12.3%
• Cash Management , 11.7%
• Sales Floor , 6.7%
• Other Skills , 61.8%

4. List your support lead experience

The most important part of any resume for a support lead is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of support leads" and "Managed a team of 6 support leads over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Developed and implemented procedures which resulted in increased efficiency and productivity.
• Helped in implementing ITRS for a complete enterprise wide alert and severity based action platform for the application health.
• Advanced metrics reporting for Management and Executive Teams to analyze and improve a new Enterprise-wide cash forecasting tool implemented during merger efforts
• Directed weekly operations conference calls with Assistant Manager/Teller Operations Specialist on updated audit and operations procedures.
• Coordinated hardware requests and assisted the client in translating application requirements into server and network requirements.
• Used Assert statements to validate the response attributes and debugging the execution flow of the test steps using Groovy in ReadyAPI.
• Developed script and performed Rest API testing using Selenium and Java for Regression testing, Sanity, & Smoke testing.
• Implemented Data Driven automation test framework with Selenium WebDriver, Java, TestNG and Database as source of Test Data.
• Conducted Manual testing, Test Validation, independently supported various QA Test Cycles and Production Cycles.
• Participated in 1CD 9 to ICD 10 codes conversion Testing with Team of QA's on shore and off shore.
• Designed and maintained the Test Cases for the CPS project stored and executed in HP ALM.
• Worked with technical designers and architects to understand the requirements for a test environment setup.
• Involved in Functional, System, Regression, Integration and User Acceptance testing using QTP.
• Developed reusable Generic and Application functions using VB script test scripts for using in QTP.
• Used Net meeting for training on mainframe due to test lead being located in another location.
• Created mappings using transformations such as Source Qualifier, Aggregator, Lookups, Joiner.
• Created and Scheduled Sessions and, run on time, run only once using Informatica Server Manager.
• Involved in migrating data from Windows Server 2000 to Windows Server 2003 environment.
• Developed data service modules to interact with the Database and integrated data services to interact with external Databases.
• Experienced in Informatica PowerCenter 9/8.6.1/8.1.1 Installation on Windows and Linux environments.

5. Highlight support lead certifications on your resume

Specific support lead certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your support lead resume:

• Project Management Professional (PMP)
• Certified Management Accountant (CMA)
• Certified Sales Professional (CSP)
• Basic Life Support for Healthcare and Public Safety (BLS)

6. Finally, add an support lead resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your support lead resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

And if you're looking for a Support Lead job, here are five employers hiring now:

• Apple Jobs (30)
• Bank of America Jobs (299)
• General Electric Jobs (25)
• JPMorgan Chase & Co. Jobs (50)
• VMware Jobs (25)

Common support lead resume skills

• Customer Service
• Cash Management
• Sales Floor
• Infrastructure
• Technical Support
• Process Improvement
• Troubleshoot
• Incident Management
• Customer Satisfaction
• Application Support
• Direct Support
• Customer Support
• Strong Analytical
• Technical Troubleshooting
• Issue Resolution
• Developmental Disabilities
• Production Environment
• Management System
• Problem Resolution
• Customer Issues
• Technical Issues
• Application Monitoring
• Production Issues
• Informatica

Entry level support lead resume templates

Professional support lead resume templates

Support Lead Jobs

Links to help optimize your support lead resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated March 14, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Support Lead Related Resumes

• Application Support Analyst Resume
• Desktop Support Analyst Resume
• Desktop Support Specialist Resume
• Lead Support Technician Resume
• Senior Support Specialist Resume
• Senior Support Technician Resume
• Software Support Technician Resume
• Support Analyst Resume
• Support Manager Resume
• Systems Support Resume
• Technical Support Engineer Resume
• Technical Support Manager Resume
• Technical Support Specialist Resume
• Technician Support Team Leader Resume
• Technician Support Tier Resume

Support Lead Related Careers

• Application Support Analyst
• Application Support Specialist
• Desktop Support Analyst
• Desktop Support Specialist
• Lead Support Technician
• Operations Support Specialist
• Senior Support Specialist
• Senior Support Technician
• Software Support Technician
• Supervisor, Technical Support
• Support Analyst
• Support Manager
• Support Supervisor
• Systems Support
• Technical Support Engineer

Support Lead Related Jobs

What similar roles do.

• What Does an Application Support Analyst Do
• What Does an Application Support Specialist Do
• What Does a Desktop Support Analyst Do
• What Does a Desktop Support Specialist Do
• What Does a Lead Support Technician Do
• What Does an Operations Support Specialist Do
• What Does a Senior Support Specialist Do
• What Does a Senior Support Technician Do
• What Does a Software Support Technician Do
• What Does a Supervisor, Technical Support Do
• What Does a Support Analyst Do
• What Does a Support Manager Do
• What Does a Support Supervisor Do
• What Does a Systems Support Do
• What Does a Technical Support Engineer Do
• Zippia Careers
• Computer and Mathematical Industry
• Support Lead
• Support Lead Resume

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• Application Support Analyst Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Application Support Analyst Resumes:

• Monitor and respond to application alerts and notifications
• Troubleshoot application issues and provide solutions
• Analyze application performance and identify areas for improvement
• Create and maintain application documentation
• Develop and implement application testing plans
• Assist with application upgrades and deployments
• Work with developers to identify and resolve application issues
• Assist with application security and compliance
• Create and maintain application user accounts
• Assist with application user training
• Develop and maintain application reports
• Provide technical support to end users

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Application Support Analyst Resume Example:

• Implemented proactive monitoring and alerting system, reducing application downtime by 25% and improving response time to critical issues by 30%.
• Collaborated with cross-functional teams to troubleshoot and resolve complex application issues, resulting in a 15% decrease in average resolution time.
• Developed and implemented a comprehensive application testing plan, resulting in a 20% increase in application stability and a 10% reduction in post-deployment issues.
• Played a key role in the successful deployment of application upgrades and deployments, ensuring minimal disruption to end users and achieving a 100% success rate.
• Worked closely with developers to identify and resolve application issues, resulting in a 20% improvement in application performance and user satisfaction.
• Assisted in maintaining application security and compliance, implementing security measures that led to a 30% reduction in security incidents.
• Created and maintained comprehensive application documentation, improving knowledge sharing and reducing onboarding time for new team members by 20%.
• Provided technical support to end users, achieving a 95% customer satisfaction rating and resolving 90% of support tickets within the agreed SLA.
• Developed and maintained application reports, providing valuable insights to stakeholders and contributing to data-driven decision making, resulting in a 15% increase in operational efficiency.
• Proactive monitoring and alerting system implementation
• Cross-functional collaboration
• Troubleshooting and resolving complex application issues
• Comprehensive application testing
• Application deployment and upgrade management
• Collaboration with developers for issue resolution
• Application security and compliance maintenance
• Application documentation creation and maintenance
• Technical support provision to end users
• Application report development and maintenance
• Knowledge of application performance improvement strategies
• Data-driven decision making
• Understanding of application stability measures
• Ability to reduce application downtime
• Ability to improve response time to critical issues
• Ability to decrease average resolution time
• Ability to reduce post-deployment issues
• Ability to improve user satisfaction
• Ability to reduce security incidents
• Ability to reduce onboarding time for new team members
• Ability to resolve support tickets within the agreed SLA
• Ability to increase operational efficiency.

Top Skills & Keywords for Application Support Analyst Resumes:

Hard skills.

• Troubleshooting and Problem Solving
• Incident Management
• Application Deployment and Configuration
• SQL and Database Management
• Scripting and Automation
• ITIL Framework
• System Monitoring and Performance Tuning
• Change Management
• Technical Documentation
• Software Testing and Quality Assurance
• Knowledge of Operating Systems (e.g., Windows, Linux)
• Network and Infrastructure Understanding

Soft Skills

• Problem Solving and Troubleshooting
• Analytical Thinking and Attention to Detail
• Customer Service and Relationship Management
• Communication and Interpersonal Skills
• Time Management and Prioritization
• Adaptability and Flexibility
• Collaboration and Teamwork
• Technical Aptitude and IT Knowledge
• Documentation and Reporting
• Attention to Detail and Accuracy
• Stress Management and Resilience
• Continuous Learning and Self-Development

Resume Action Verbs for Application Support Analysts:

• Troubleshot
• Implemented
• Collaborated
• Investigated
• Communicated
• Prioritized
• Coordinated

Generate Your Resume Summary

Resume FAQs for Application Support Analysts:

How long should i make my application support analyst resume, what is the best way to format a application support analyst resume, which keywords are important to highlight in a application support analyst resume, how should i write my resume if i have no experience as a application support analyst, compare your application support analyst resume to a job description:.

• Identify opportunities to further tailor your resume to the Application Support Analyst job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Application Support Analysts:

It support analyst, it support specialist, it systems analyst, it service manager, it support manager, desktop support specialist, system administrator.

Support Lead Resume Samples

The Support Lead is responsible for leading, developing, auditing, supervising, and mentoring the technical support team and ensure quality control . A well-drafted Support Lead Resume indicates the following duties – leading and mentoring the technical support team and performing scheduled staff reviews; monitoring queues and assisting with daily team goals; conducting quality control for reducing errors and improving procedures; recommending and implementing policies to ensure quality; working effectively with team members to implement strategies for increasing productivity and overall experience; handling escalated issues, and participating in the training process.

The most sought-after skills for the post include the following – prior work experience in supervisory roles, strong customer-focus and communication skills, a good understanding of networking; and subject-related technical expertise. A relevant degree or diploma is commonplace among job applicants.

• Resume Samples
• Administrative
• Support Lead

Support Lead Resume

Summary : To utilize and expand current experience in networking technologies and work Skills with a Company that utilizes cutting edge technology.

Skills : Microsoft Office Suite, Adobe Photoshop, Illustrator, Customer Service, Administrative Assistant, Call Center Experience.

Description :

• Worked in the staffing division on varies projects: Project at Chart One.
• Duties included building and configuring Servers and workstations.
• Deployed and scheduled Vendors for onsite support as well as phone support.
• Maintained of Server Backups at the Marlton office.
• Involved in documentation for sop analysis on enhancements and providing the correct solution.
• Analyzed and provided solution for production issues (bugs).
• Reported for web applications using java and technologies involved web methods and database oracle.

Support Lead III Resume

Summary : Established record with more than 15 years building highly efficient and effective development and support programs. Demonstrated ability to help resource-strapped organizations respond to market needs for product enhancement and support using automation, agile development process, offshore development outsourcing (India), customer centric culture, cross functional training/responsibilities, team building, collaborative leadership, and effective prioritization.

Skills : Intersystems Cache, Intersystems Ensemble, Microsoft TFS, Atlassian Suite.

• Lead technical resource for the Customer Support Team.
• Assisted other teams with general technical issues before taking them to internal IT staff.
• Responsible for responding to posts in forums on Omatic website, as well as on other professional sites such as LinkedIn.
• Edited and approved blog posts for technical accuracy, readability, and style prior to posting on the Omatic website.
• Authored blog posts on technical and general software use topics.
• Responsible for requesting, testing, signing-off on, and coordinating roll out of, mass updates to our products for approximately three hundred clients, with the Blackbaud team.
• Helped establish customer centric support approach and escalation with training approach, ensuring that first line support personnel gain knowledge.

Support Lead II Resume

Objective : Over 8 years of experience in developing, designing Informatica, Oracle and Unix base projects and have sound knowledge of most of latest informatica related technologies.

Skills : Informatica, Oracle 11g, Unix, Autosys.

• Improved reporting and analysis capabilities, reliability and timeliness.
• Improved the quality, accuracy, and consistency of all data coming into Manufacture by providing a unified capability for acquisition of data and proactive management of upstream SLA.
• Reduced the time and cost of data cleansing activities by doing it once as the data model created and complex data sourcing logic in multiple applications.
• Developed Informatica 8.1.1 mappings/Workflows using various transformations like Expression, Router, Update strategy, Connected and Unconnected lookup's, Aggregator, Sorter, Sequence generator etc and having files as a source and targets along with database objects.
• Developed test cases and unit testing, conducting peer reviews of all mappings before moving it to production.
• Effectively involved in test data preparation and code review.
• Attended Daily client calls for Project discussion.

Support Lead I Resume

Objective : Support Lead is responsible for managing the support function at their company. This includes working with engineering, product management, and sales to meet customer service goals. 

• Provided a broad portfolio of services within management system certification.
• Worked as a single point of contact for client at onsite.
• Defined the support process for the client for onsite/off-shore model.
• Assigned tickets to off-shore team members.
• Assist with any manager or sales associate with any information about the computer system or technology used for online orders.
• Supervised a team of benefits customer service associates Approved work schedules, vacation time and verified time reports Conducted team meetings .
• Support agents taking front line contacts Direct contact for several partners when additional help is needed Agent call QA to ensure accurate.

Assistant Support Lead Resume

Objective : Perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills : Microsoft Office, JIRA, Sharepoint, Clarabridge, Business Objects, QuickBase, Quickbooks, Quickbooks Online Payroll.

• Responsible for assisting an average of 50 employees per day by.
• Answered questions regarding process and procedures Monitor agents .
• Provided supervision and assistance with personal care and completion of daily living Drive and accompany consumers to appointments, recreation .
• Acquired ST Groupe Manager for Deployment Support and Virtual Systems Support for the company.
• Created the SDLC procedures used by the development team in conjunction with the implementation of the Agile Management System.
• Co-Created of CLINRESP, a virtual appliance system for Clinical Trials Reporting using JBoss and with the Foundations Server as the base.
• Certified with ShoreTel to install and teach the VOIP training classes Deployment Manager for WMS products and solutions.

Associate Support Lead Resume

Summary : Responsible for Serving as a liaison between dealers, field staff, and internal staff on technical issues, and also Coordinating efforts with Material Analysts & County Packaging to fulfill and expedite backorder demands.

Skills : Customer Service, Microsoft Outlook, Powerpoint, Office.

• Provided production support for Payroll (USA & CANADA), Time Management and CATS, Personnel Administration and Organizational Management.
• Handled weekly, monthly review status meetings with client.
• Used CATS and Croons clocking systems to capture the attendances and absences.
• Worked as a team for the Client and trying to resolve issues within the SLA.
• Assisted the manager on duty by overseeing the complete functions of the store.
• Supervised associates by assigning tasks, communicating goals and monitoring employees performance.
• Responsible for providing the solutions for the auto cat tool and functional support for logistics as the liaison between the business function and technical teams.

Assistant Support Lead I Resume

Summary : A Seasoned SAP HCM Support Lead (PY, TM, OM & PA) consultant with 15 years of experience SAP implementation, configuration and project management experience in business planning and execution for business continuity including implementation, post implementation support, role emphasizing configuration, testing, and project management to develop an integrated system that delivers a strategic business advantage to the client.

Skills : Windows Server, Desktop Support, Customer Service, PTP/PTMP Wireless, Structured Cabling.

• Created and populated our learner community Apps with general and course specific engagement prompts.
• Monitored student engagement in our Apps and contribute as needed to keep communication going.
• Monitored and responded to inquiries that come into our Admit Hub chatbot exception queue.
• Managed all outbound student communication per the processes defined in the Pearson Advance Learner Success Process Manual. This will include the Admit Hub SMS chatbot and email communication via Salesforce.
• Conducted orientation and welcome seminars for new students when needed.
• Responded to student inquiries within 1 business day.
• Completed all tasks as defined in the timelines assigned.

Associate Support Lead I Resume

Summary : Bachelors degree and a minimum of two to five (2-5) years experience in Student Affairs, Education, Customer Service, Communications, a related field or an equivalent combination of education and work experience to successfully perform the essential duties of the job. Previous work as a student advisor at a university or for a professional development organization is desirable.

Skills : Data entry, Customer service, Effective Communication Skills.

• Formatted, updated, published, and archived documentsKeeping track of all policy changes and client variances in several spreadsheets and trackers.
• Filed and maintained of multiple forms and electronic documents such as Client Summaries.
• Updated and maintained various spreadsheets.
• Conducted prospective client policy alignments.
• Managed post-CAB client process.
• Monitored variances to AHS policy.
• Monitored for Client Custom policy coverage criteria.

Support Lead/Director Resume

Summary : Over 15+ years of experience We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions.

Skills : A team leader who can also be a team player, time management, reliable, excellent customer service, timesheet, Microsoft Office, Adobe Photoshop and Illustrator.

• Expert knowledged of the principles, methods, and techniques used in the development and delivery of training programs.
• Demonstrated effective presentation and communication skills.
• Co-ordinated between business users and offshore resources for resolving the issues.
• Ensured consistent execution of inventory workflow processes, helping associates with standard operating procedures.
• Acted as a floor leader for associate questions and customer escalations.
• Supported associate onboarding and provide ongoing process training as needed.
• Contributed to continuous improvement of store operations by identifying and communicating barriers to success.

Summary : High school or equivalent diploma, 3+ years of experience in a customer-facing environment, or 1+ year of Amazon experience, 1+ year of floor leadership experience.

Skills : MS Office, Leadership.

• Received, stocked, and replenished product.
• Used systems to scan, process, and count inventory.
• Operated point-of-sale (POS) systems and handle cash
• Rotated between additional duties as assigned
• Able to work flexible hours including nights, weekends and holidays.
• Worked cooperatively with crews on residential Solar Roof installations. Field Based role.
• Ensured all teams working with you have correct material for a successful job completion.
• Escalated issues and employment issues regarding job site specific.
• Documented job specific details and use these to help improve product across all departments.

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Application Support Analyst Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the application support analyst job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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• Ensure coverage and support of all critical service management processes: Incident Management, Problem Management, Change Management, Application Enhancements
• Provide release management/configuration management-related input to Application Development and QA teams from test cycles to production
• Work with Application Development Management on daily workload automation schedule including upkeep of exclusion list
• Work closely with business and other teams to assist in the overall definition of support items and provide quick assistance to meet SLAs
• Perform system configurations, develop scripts and other technologies to automate business workflow, improve productivity, and reduce costs
• Manage and perform the business analysis work associated with change requests, projects and production issues. (Project Management, SDLC, Change Requests.) 10%
• Depending on the workload of the above assist in development tasks to reduce technical debt/resiliency items/provide cross project test support
• Provide support for the testing and QA of new and existing items under development or consideration
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
• May provide support to higher level managers or serve as a team member on complex projects
• Monitors applications for any performance issues and communicates to stakeholders
• Knowledge of HP Quality Center eApplication Lifecycle Management (ALM)
• Contributes to the development of best practices, policies, procedures and user training
• Provide front-line, second level technical support as part of the IT Operations team to deliver exemplary customer service to clients
• Take ownership of operational issues and perform both short-term resolution, and development of preventive measures for the longer term
• Assisting with process improvements, systems integration and BCP efforts
• Perform application change management activities as assigned by the business
• Assisting and/or driving process improvements, systems integration and BCP efforts
• Assist and/or drive process improvements, systems integration and BCP efforts
• Ensure applications are working seamlessly
• Ensure incident, problem and change management; and BCP processes & procedures are followed and adhered to
• Demonstrated proficiency in a detail oriented position, reliable, adaptable, able to multi-task, and ability to troubleshoot issues to a resolution
• Good working knowledge of Unix , Oracle & Java with basic knowledge of application servers like Apache
• Strong experience in developing highly multithreaded highly scalable, concurrent applications
• Basic knowledge on database and be able to write SQL queries to quickly extract data for reporting/trouble shooting
• Excellent interpersonal skills. Able to rapidly understand and retain knowledge of business processes and the technology systems
• Has a strong knowledge with hand-coded HTML, CSS, JavaScript & JQuery. JSON, AJAX and XML knowledge are
• Adaptable and able to quickly learn new processes and/or technologies
• Excellent general problem solving ability and attention to detail
• Strong problem management and problem investigation skills with ability to learn new skills quickly to value add in problem focus areas
• Strong analytical skills, follow-up capability and problem solving ability

15 Application Support Analyst resume templates

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• Provide Level 1 & 2 support to internal business teams
• Effectively perform root cause analysis of issue and report the outcome to the manager
• Good inter-personal and communication skills, with excellent relationship building across multiple organizations and key touch points
• Comfortable operating in high pressure environments whilst managing incidents across the global business
• With experience in Unix, SQL, ETL, Informatica, Java, Oracle, Sybase and scripting skills

Application Support Analyst Resume Examples & Samples

• Provide 2nd and 3rd Level support for vendor and in-house applications
• Provide daily customer support in order to ensure customer satisfaction. Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional
• Monitoring and Resolving Peregrine tickets
• Lead Technical Projects for new on-boarding of automation or data manipulation
• Work with Engineering on new code releases and defects
• A minimum of 5 years prior Wintel, UNIX, and LDAP platform administration
• Strong skills in project management methodologies and tools
• Experience in programming languages including. Unix scripting, Perl, Python
• Responsible for production support and maintenance processes that include Batch Interfaces, server inventory, and application run books
• Running and checking SQL queries will be a key component of ongoing production support
• Analyzing and documenting problems, recommending solutions, and initiating corrective action
• Serving as information resource for business users
• SQL & Sybase Server
• Batch Interface scheduling tools – Control M
• Visio, MS Access, Excel, MS Power Point

Cib-application Support Analyst Resume Examples & Samples

• Incident and problem management
• Able to work effectively under pressure and frequently changing priorities
• Unix Scripting
• 6 years of experience preferred

Informatica Application Support Analyst Resume Examples & Samples

• Minimum of 4 years of application development, primarily using INFORMATICA & UNIX
• Ability to work in a team environment under aggressive timelines
• Knowledge of version control tools such as ClearCase or Subversion
• Knowledge of Monitoring Tools e.g. WILY, BSM, Tivoli etc
• Work in an environment geared towards delivering intranet based applications
• Maintain Applications and Jobs in Informatica
• Support and maintain applications currently in production, along with completing any change request
• Influence production stability through strong production Readiness management
• Implement minor application code fixes
• Anticipate problems and analyze ways to mitigate the risk
• Articulate the business value and impact of advanced technical and non-technical information
• Scope of work includes notification and communication with the business and management personnel, as well as use diagnostic tools and ad hoc investigation techniques to troubleshoot and resolve issues that impact business functions
• Work with other groups in the organization to identify permanent fixes to recurring problems, including application code-related issues and improve documentation that help support the fast-paced and intense trading environment
• Occasional disaster recovery planning and testing, auditing, risk analysis (in association with specialists), contingency planning
• Good knowledge of Release management processes including source code control and delivery, release documentation, control and communication in accordance with Standard Release management practices additional Supply View services as part of the 3 year CCA roadmap
• Good knowledge of Release management processes including source code control and delivery, release documentation, control and communication in accordance with Standard Release management practices
• Application of ITIL practices and procedures
• Problem analysis and ownership of issues through to resolution
• Assist in server and application maintenance and disaster recovery exercises
• To update key control systems according to procedure and in a timely manner (within JPM these include Alacrity/ConQuest, EPV, ITSM)
• To create and update "run book" documentation for the supported applications as required
• Good interpersonal and customer-facing skills
• Application Server like Tomcat and Middleware like MQ
• Knowledge of relevant businesses such as custody, fund accounting, clearance, securities lending, cash management and alternative investments (e.g. derivatives and hedge funds) or the organisations that use these services
• Previous exposure to application support

Pb-application Support Analyst Resume Examples & Samples

• You will be part of the Level 1 business-facing support team responsible for the primary relationship with the business providing support and on-going communication
• You will work with the Front Office, Business Support and Operations teams, in both Hong Kong and Singapore, to understand and answer queries, to assess level of importance, to prioritize and to manage the resolution of the issues
• You will work closely with the Level 2 systems-facing team to manage the resolution of issues and liaise with technology counterparts globally in EMEA, India and the US and with teams in other lines of business
• You will be responsible for communicating regularly with users on technology events and issues, and update progress on resolution
• You will be responsible for constantly reviewing the efficiency of support processes in the Level 1 team, contribute to the build-out of the global support model and ensure constant service improvement
• You will be responsible for generating and analyzing metrics around the team’s performance, business demand and incidents
• You may be occasionally requested to write database extracts and assist in the construction of spreadsheet applications
• You have a minimum of 5 years experience in an application support, technology support or in a service delivery role
• You have excellent knowledge of financial products and core banking processes
• You have a very good command of the English language. Fluency in Cantonese and /or Mandarin is a plus
• You are comfortable working with business teams to understand complex issues and provide solutions
• You have knowledge of Service/Operational Level Agreements and performance measurement
• You have knowledge of the ITIL service management best practices including change management
• You have technical skills especially in the use of SQL, plus expertise in a number of the following preferred products - Sybase, Oracle, scripting, MS Excel

GWM Application Support Analyst, Assoc NY Resume Examples & Samples

• Application Tuning
• Production Metrics
• Problem Resolution
• Minor reporting and bug fixes

Information Risk Application Support Analyst Resume Examples & Samples

• Contribute to the operational support model designed to meet the needs of global user community
• Develop comprehensive training curriculum incorporating various educational methodologies (self-learning, classroom, train-the-trainer, etc.) and multiple mediums for content delivery. Produce training materials; provide classroom training; coordinate training material updates to correspond with software updates and new features. Maintain support web site including frequently asked questions, available guides, and training material catalog
• Administer policy management by applying necessary changes to policies, standards, procedures, assessment questions and assessment question metadata within the policy management tool. Work with the Policy Management team to publish updated records
• Administer Additional Services: Administer the privacy incident reporting and inventory system. Manage the derivatives compliance tracking system
• Support ad-hoc reporting needs for all supported services. Where appropriate, generate reporting requirement documents to take ad-hoc reporting requirements and have Technology deliver standard reports for broader use
• Extensive experience of information risk management or information security management
• Experience of Operational Support experience, preferably in the information risk space
• Familiarity with computer-based training authoring tools, such as Adobe Captivate
• Information security or audit certifications (CISSP, CISA) desired
• Identify and analyze the business requirements of clients
• Work with the development support teams to provide design guidelines and imparts knowledge on technical trends and solutions
• Identify the hardware and software components the applications will use for implementation and provide instruction on how to appropriately implement application components
• Instrument end to end monitoring of infrastructures to ensure high availability and timely alerting of potential issues
• Ensure infrastructures have adequate capacity and are refreshed on a periodic basis
• Develop and maintain system documentation, run-books and production metrics reporting
• Provide support, guidance, and training to both internal and external clients during the analysis, development and testing processes
• Work effectively within team to identify and resolve issues. Communicate effectively with both technical and non-technical individuals at all levels
• Provide expert knowledge of the Identity Management and Security Tools architecture, and serve as Subject Matter Expert to IT Risk Management teams on those topics
• Provide 2nd and 3rd Level support for vendor and in-house applications for management of SSL digital certificates and keys
• This requires detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
• Aminimum of 5 years prior Wintel, UNIX, and LDAP platform administration
• Experience inprogramming languages including. Unix scripting, Perl, Python
• Working knowledge of Oracle, SQL server, .NET, C , Sybase and UNIX/Shell Scripting
• Requirement Gathering / Analysis
• Working knowledge of MS Excel, MS Excel Macro, MS Access
• Business Objects Reporting
• Scheduling is a plus (Control M and Autosys)
• Basic Knowledge of Crystal Reports

Application Support Analyst Capital Markets Resume Examples & Samples

• Performs system monitoring, trouble-shooting and status reporting. This includes investigation of medium to highly complex technical issues requiring some degree of business application understanding. Level 3 Support personnel is expected to be able to understand the system functions in order to troubleshoot, rather than depend on fully scripted troubleshooting scenarios
• Proactively acts on issues and works with the development team on resolving them in the short and long term. Makes recommendations on process improvements and enhances system documentation for lower level of support (Level 1 and Level 2)
• Is able to learn about multiple applications and technologies in order to provide cross-function support
• Works closely with business clients to understand priorities and impact, and provides timely and accurate reports to management and end-users on status of critical systems processes and reports
• Participates in infrastructure maintenance (e.g. scheduling, coordinating and performing some system maintenance)
• Assists in development projects through operational activities including System Integration testing, Code Promotions and some development activities
• Promotes the relationship of trust and partnership with business clients and other RBCCM IT teams
• Relational databases: an intermediate knowledge of relational database concepts and how to interact with database using SQL is required
• Data transformation: a lot of the applications we support depend on getting files of varying formats loaded into relational databases for further processing. An understanding of how these ETL tools work will be of significant benefit in this position
• Shell scripting: the ability to read, understand, modify, and write non-trivial UNIX shell scripts is required
• Job scheduling software: an intermediate knowledge of how to create and modify job schedules using job scheduling software is essential, as all of the applications we support are run using advanced job scheduling software
• Operating systems: experience with multiple operating systems and the integration of processing across different platforms will make you more effective in this role. UNIX experience is essential. However, this is not a system administrator position and we do not have that level of access to our systems
• Incident management: all of the work we do is tracked using ticketing systems associated with incidents or service requests that affect our business customers. Being familiar with the workflows of these systems will make you a better candidate for this position
• Professional with experience on applications with multiple functions
• Able to critically evaluate and manage information gathered from multiple sources
• Able to interact effectively with sophisticated business clients
• Ideal candidate would possess some business knowledge in Capital Markets arena, specifically Middle Office, Market and Trading Credit Risk Management
• Liaise between Business Unit/Traders and Technology for CASH Equities Application & Algorithmic electronic trading related issues
• Run data-integrity checks for all applications supported by the group
• Direct interaction on issues with 3rd party vendors and service providers
• Monitoring and management of the applications, via event driven tools
• Escalation of issues to the Problem Management group, who then engage EMS, Networks and other Infrastructure teams for quick identification and resolution
• Contact Exchanges and Brokers to resolve connectivity & system issues; trading enquiries and the management of all of RBCCM flow at the particular destination
• Troubleshoot and fix booking & reporting related breaks identified by operations and/or front-office control
• Write utilities and tools using Perl, K-shell scripts for system monitoring, intra-day/EOD reports and incident management and recovery
• Conduct training & knowledge sharing sessions and documentation of all support related information
• Integrate new releases, bug fixes, patches and configuration changes into Production
• Perform testing of new features and enhancements
• Education to degree level
• Investment banking experience
• Solid/Proven support management experience in a front office banking
• Execute on small to medium type of maintenance projects like migration of servers/applications, driving bug fixing and improvement processes
• Supporting installation and deployment of Packaged Software
• Working with AD team and Release Management teams for deployment of code changes in UAT and Production
• Managing and coordinating the day-to-day functioning of the daily processes
• Reviewing production support incidents to identify trends and provide recommendations
• SQL & MSSQL Server
• UNIX and Windows Scripting
• Knowledge and understanding of Web based technologies
• Java, J2EE, JavaScript, JSP
• Experience in Incident Management, Problem Solving, Application Support
• Experience in VB Macros, .NET and MS SQL
• To gather business requirements from internal clients
• To produce technical specification
• To assist in Impact analysis and Design
• To participate in system functional testing and user testing
• To implement users demands for onboarding applications
• To Interact with IT colleagues and users in the Asian Pacific regions to ensure that user requirements from regional locations are met
• Working knowledge in VB Macros, .NET, MS SQL, Oracle PL/SQL, Unix, MS Windows, Oracle and MS Excel
• Team player, strong internal and communication skills
• Excellent command of both written and spoken English
• Candidate will be responsible for production support
• Duties include: job scheduling and monitoring, maintenance of the "run" book, service level agreement monitoring and maintenance, problem resolution, issue escalation and general maintenance of the production processes
• Willingness to work in shifts
• Excellent problem solving and team building skills a must
• Aptitude for documentation and providing training
• Good at planning the given set of tasks and report status periodically in a formal way
• Total experience should be7 years in software Industry
• 6 months of production support experience
• 6 months of experience with enterprise class scheduling software. Control-M preferred
• 6 months Experience on a UNIX platform, Oracle database and SQL
• 60 months years of Application Development work experience with enterprise ETL tool.Ab Initio preferred
• Financial data warehousing experience is a strong plus
• Review test plans and perform code reviews
• Manage day to day individual workload
• Monitor milestones and critical dates to identify potential jeopardy of schedule and identify / mitigate risk
• Interfacing with upstream providers to co-ordinate their UAT testing, release/deployments
• Production Incident management, Root Cause Analysis and plan to fix production issues
• Must have experience with deployment, and support of large-scale distributed applications in a mission-critical production environment
• Must have good technical knowledge/debugging skills in Informatica
• Demonstrated development experience using SQL and backend tools like Sybase, Oracle
• Should quickly acquire broad knowledge of applications in surveillance space and critical system inter-dependencies
• Be a self starter with confidence to drive issues through to completion in highly pressured situations
• Excellent communication skills with ability to deliver timely and responsive service to internal clients
• The individual will need to be adaptive and able to react quickly to changing business needs and systems support issues
• Must have: Sybase and or Oracle, shell scripts, Perl
• Must have experience working in Compliance, financial markets and/or trading. expertise in compliance is preferred
• Deployment and support of f multi-tier software applications
• Java, XML a big plus
• Experience with both on-line and batch processing, shell scripts / Perl programming
• Capital Markets experience around various asset classes, trade life-cycles is a big advantage
• Domain expertise in Trade Surveillance Technology is desired
• Execute the tactical level activities associated with assembly and migration of applications and source code from application development environments into test and production
• Help develop and manage the execution of release plans organizing and coordinating all relevant release activities and resources
• Help design and implement the Configuration Management process for transferring application-related changes between the development, test and production environments
• Ensure that policy, regulatory and control requirements are met through execution of standard transition forms and procedures
• Ensure all relevant applications' documentation is updated
• Report on the progress of release and Configuration Management activities to all impacted stakeholders
• Proactively identify potential issues and risks and work with relevant parties to resolve them, or escalate them to the project / application management team
• Manage individual workload and deliver to agreed on project milestones in a fast paced environment with minimal direction
• Identify/mitigate risks to delivering solution on time
• Work effectively within team to identify and resolve issues
• Participate in cross team knowledge sharing activities
• Proactively support knowledge sharing across ETS and Enterprise Systems
• Contribute to continuous improvement
• 5 years of relevant Configuration Management experience
• Strong knowledge of relevant applications and development life cycles
• Strong communication skills - both verbal and written
• Strong Time Management and multi-tasking skills
• Must be highly detail oriented, self motivated and process oriented
• Experience with mainframe based software configuration management tools such as ChangeMan
• Experience utilizing JCL, TSO, WAS on z/OS
• MUST be agreeable to 24X7 production / test on-call support on a rotating basis
• Maven -Lifecycle Phases
• Subversion-Subversion commands, creation of branches and tags
• Hudson/Jenkins-worked with these tools is added advantage
• Shell Scripting-working experience
• Ant Script-working experience
• Java Exp-working experience is anadded advantage

ETL / Informatica Application Support Analyst Resume Examples & Samples

• Ensure back-up and recovery strategies are in place and effective by executing Disaster Recovery planning and testing
• Manage production infrastructure (servers/network) and maintenance periods
• Develop and distribute accurate performance metrics
• Support information gathering for the audit and IT Risk agenda
• Identify when issues need to be raised to management and/or vendors for assistance
• 3 years experience with Informatica ETL technologies for supporting data extraction, loading and transformation
• 3 years of Relational Database experience is required; such as SQL Server and Oracle
• Experience with SQL (any dialect) is a plus
• Experience/Knowledge of schedulers is a plus; such as adTempus and Control-M

Project Application Support Analyst Resume Examples & Samples

• Ensure existing video publishing and distribution workflows and systems are operating as designed
• Act as a liaison between our editorial team and engineering team when technical trouble arises
• Monitor and troubleshoot production workflow components, system infrastructure issues, and take timely action to resolve and/or properly escalate issues
• Track open issues and inquiring for updates from the technical teams involved with the resolution while providing regular communication to the affected production teams
• Regularly provide technical reports of production service issues to the team and necessary technical stake-holders
• Minimum of 2 years experience with Internet and/or related video technologies
• Experience in a technical role operating and/or maintaining high availability, internal and/or public-facing Internet services
• Ability to interpret and act upon alerts presented by various monitoring systems
• Ability to work is a fast-paced 24 x 7 news organization
• Verbal and written communication skills are critical
• Must have strong leadership, interpersonal and motivational skills
• Experience with Video encoding for web, mobile, tablet, and game consoles
• Understanding of TCP/IP network architectures
• Experience with CDN technologies
• System administration background (LINUX/UNIX/Win Server 2003/2008)
• Ability to work and make objective decisions independently
• Excellent troubleshooting and problem solving skills
• Ability to work in a dynamic and often-changing environment
• Excellent team work, cooperation, and professional collaboration
• Ability to identify and present problems/solutions to a group effecting positive change
• Microsoft SQL Server, T-SQL
• Oracle and PL/SQL
• Microsoft Windows IIS
• A deep level of computer networking concepts such a routers, firewalls, virtualization
• Change control processes/procedures
• Unix/Linux shell scripting
• Perl/Python
• Enterprise-wide scheduling (Control-M/Autosys/etc.)
• Data warehousing and Informatica experience
• Symantec CCS
• Skybox firewall, network, and risk control tools
• Qualys scanning and vulnerability tools
• Compliance monitoring
• Extensive knowledge and background on end to end life cycle management of certificates and keys
• Working knowledge in wide variety of SSL certificates, PKI
• Working with Certificate Authorities like RSA, ClearTrust, Symantec,Thawte,Entrust and Microsoft along with Hardware
• Security Module configuration and deployment experience
• Security protocols eg. PKIX protocols and PKCS
• Experience in programming languages including. Perl, Python
• Solid troubleshooting skills with the ability to correlate various logs files, events, etc to get to root cause of issues quickly and correctly
• Solid skills in systems and systems design for Identity Management functions is desired
• Solid skills in systems and systems design for Authentication Services functions is desired
• UKRRP-Axiom - Local Regulatory Reporting for UK
• FRD - Financial Reporting Database
• SECAM - Third Party Regulatory Reporting application
• Viveo V.Bank - Third Party Regulatory Reporting application
• Incident management and problem resolution
• Problem solving abilities
• Analysis and presentation of the issues and changes to the systems(s)
• Technical and functional ownership of the applications
• Coordinate withBuild teams for all changes, documentation and handover
• 4 to 6years of overall experience, with good knowledge in production support of financial applications
• Comprehend the SLAs defined and adherence to the same
• Root cause analysis and followups to ensure issues are not repeated
• Oracle (v9i/10/11)
• Show respect and appreciation for clients' and colleagues' opinions, time, and effort regardless of position, role, and background
• Advanced and demonstrable problem solving / analytical skills
• Troubleshooting business issues, solving problems to provide solutions to diverse investment teams and the product aligned trading desks
• Providing oversight for the stability of the production environment within the change management process ensuring policies are enforced and adhered to
• Navigate the wider technology organization; build relationships to manage the team’s agenda with our critical technology partners
• Fixed Income product knowledge
• Understanding of the agile development methodology

GTI GID Application Support Analyst Resume Examples & Samples

• Experience with Linux, UNIX and/or AIX operating environments
• Knowledge of Atlassian JIRA or any other issue management systems
• Knowledge of Atlassian Confluence or any other wiki based systems
• Experience performing system administration activities including: installation, upgrades, monitoring, backups, trouble-shooting and performance tuning
• Experience with Scripting - Perl, UNIX Shell
• Experience and understanding of SDLC
• Experience of working in an environment subject to Change Control
• Experience of working in a distributed team of technical staff / working in technology organisation
• Minimum of 5 years of Application Support/Development experience, of which a minimum of 3-4 years are in Support
• UNIX - commands and Shell/Perl scripting knowledge (Essential)
• Oracle database and MS SQL Server knowledge including SQL, PL/SQL (Essential)
• Weblogic (Essential)
• IBM MQ Series (Essential)
• Ability to look at and understand XML file formats (Essential)
• .Net (Desirable)
• Degree level in an IT oriented subject is advantageous
• Provide user/technical support for applications, which service Investment Management Equity ETF trading business function
• Maintain operation, monitoring and integrity of production systems to meet established standards
• Provide ongoing support of Equity ETF Portfolio Management systems at agreed service levels
• Participate in large-scale projects that impact the Equities business and technology
• Participate in the Incident Management and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting
• Ensure that appropriate levels of Quality Assurance have been met for all new and existing products
• Support of the UAT environment
• Proactively identify opportunities for change and improvement within the production environment
• Interact with Middle Office groups and external data providers to determine data, performance, and other issues related to the application
• Familiarity with financial instruments and portfolio management is desirable. The candidate will be expected to gain new financial knowledge as needed
• Experience with supporting order management and/or Trade execution systems. Longview experience a plus
• Some development background using Java, SQL or .Net. .Net and a plus
• Bachelor degree in computer science, mathematics, or equivalent
• Three to Five years of experience in computing, development, architecture and/or client/server n-tier application experience required
• Minimum three years experience working trading and/or portfolio management support. Equivalent in financial industry application support will also be considered
• Solid knowledge of UNIX commands and utilities, and experience with troubleshooting Perl and Unix Shell Scripts
• Three or more years experience with Sybase, Oracle or MS SQL
• Experience with Informatica or another ETL tool
• Good organizational skills, vendor management skills, inclusive of issue tracking, metric reporting etc
• Demonstrate experience in effective decision making within a high pressure environment
• Ability to communicate at multiple levels across AD and the business
• Strong research, investigation and evaluation skills
• Experience with disaster recovery planning, testing, auditing, risk analysis, business resumption planning and contingency planning
• Results oriented and highly flexible individual, able to work with minimal supervision

Intermediate Production Application Support Analyst Resume Examples & Samples

• Act as first point of contact for application that the users encounter
• Track and follow up on any outstanding problems, keep users informed of their status and confirm with users that solution provided is satisfactory
• Monitor applications problems and react accordingly to solve or escalate the problem
• Always maintain a professional conduct with users
• Liaise with users to address their needs and concerns
• Coordinate application security administration functions
• Provide on-call support coverage when scheduled
• Comply and execute processes, procedures and policies to improve the production environment
• Understand the database structure of the application
• Work collaboratively with the development to troubleshoot production issue
• Work on shift hours between 8:00am to 8:00pm
• Good computer knowledge of Linux, Windows and SQL
• University degree in Computer Science, Engineering, Business or related discipline
• Knowledge on TIBCO BPM or Spotfire is preferred
• Problem Solving Skills
• Organisational & planning skills
• Good communication skills (both oral & written)
• Team Player, Motivated & hardworking
• Computer/Technical skills
• Good administrative/management skills
• Technology Operations experience is a plus
• Plan and coordinate End of Day processing on various testing environments
• Work closely with the development teams to resolve all issues as they proceed through the SDLC life cycle
• To debug any issues and apply fix wherever possible
• Ensure timely & relevant communication to all stakeholders within organization as well as with vendor partners
• Create and apply the release packages on the test servers
• Coordinate with Build, Support, Environment teams to enhance and improvise the process
• Define and improve processes to bridge the gap between the current and desired quality levels by balancing short-term needs with long-term perspectives of success
• Respond to customer requests as per SLA Guidelines (e.g. data changes, data import / export, access requests)
• Design and write scripts to automate repetitive functions
• Report environmental statistics and application behavioral trends and provide feedback to the application development team
• Perform configuration changes in production
• Coordinating and performing application deployments into the various test environments
• Escalation to Application SMEs when necessary
• Identify and share opportunities to improve operational processes, procedures, tools and applications
• Ensure SLA (Service Level Agreement) for FEA is met
• Submit issue to Level3 support for technical solution
• Identify and recommend workarounds
• Ensure adherence to regulatory and control policies during implementation of changes
• Partner with Release Manager and Deployment Manager to schedule packaging and release new release/defect repairs in a timely manner; reduce change execution times by planning implementations with parallel work streams where possible
• Act as a technical resource for key stakeholders to ensure applications meet business and end-user requirements
• Monitor application usage, ensuring availability targets are met
• Respond to internal customer queries (LOB TS/TS Project Team)
• Provide regular status updates on progress
• "own" the resolution process
• Sound escalation judgement
• Continuously enhance knowledge/expertise in own area and keep current with leading-edge technologies trends/developments and develop expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution operations
• Prioritize and manage own workload in order to deliver quality results and meet timelines
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the business unit and/or team
• Participate in knowledge transfer within the team and business units
• Establish effective relationships across multiple business and technology partners, program and project managers
• To be the point of contact between the business support, level 1 and development teams
• To coordinate and participate in releases and application checkouts
• To onboard new systems for support
• To complete application support stability projects to improve current operational processes
• Background of hands-on application support (not necessarily in a recent role)
• Background of technical skills such as UNIX, SQL or scripting (not necessarily in a recent role)
• Ability to work under extreme pressure
• Primary point of contact for provision of support to our branches globally
• Communicate effectively with our internal clients and with technology partners on a regional or global basis
• Ensure application compliance with internal and regulatory obligations
• Provide transparent reporting to Business and Technology partners on Total Cost of Ownership, Performance and Capacity, Risk Management, Production Outages, Major Incidents
• Ensure that applications, hardware and software assets are utilised optimally
• Management of technology vendors associated with application portfolio
• Reasonable out of hours support is a requirement of the role
• Management of technical projects as assigned
• Undertake technical lead/resource role on high end projects as assigned
• Provide Mentoring and training to junior team members as appropriate
• Programming skills would be of benefit but are not required,
• Knowledge or experience of some of the following will be a distinct advantage

FRC Desk Application Support Analyst Resume Examples & Samples

• ION - 3rd party real-time matrix pricing, trading (including ECN), risk, P&L and position management system for Bond / Futures / Swaps traders
• JetWeb – Global sales / operations tool for trading and position management for bond trading
• OBS – Global real-time matrix pricing, trading, risk, P&L and position management system for interest rates and credit derivatives
• FMM – Global Real-time CDS pricing, risk and P&L system
• Multiple external global electronic exchanges including Bloomberg, TradeWeb, ICAP Brokertec, eSpeed, and MarketAxess
• FRISK – Global real-time multi asset class risk management system
• Laredo – Trade booking tools for Credit default Swaps single names and indices
• Support a range of applications within the FX, Credit and Rates business arena focusing on ION / Jetpac / FRISK / FMM / Laredo / OBS. You must understand the business main products (Bond, Futures, IRS, CDS pricing and trading) and be familiar with the front ends used by traders and sales people. You must support (and train) the traders and sales people on each system and act as the interface between Business and the rest of the FICC IT organisation
• Perform UAT / Post release testing of applications in association with traders / business sponsors of change
• The role also calls for a rota-system with the team covering from 7:00am to 6.30pm on all business days. You must also be flexible to support post release testing with later finishes and weekend work
• Create strong relationships with key dev and apps management teams for the applications supported and be able to represent the business priorities back to development leads effectively. Able to prioritise / escalate / resolve all issues raised by the desk irrespective of root cause
• Ability to develop a broad knowledge and understanding of technology and business related items in order to identify and prioritise issues and their solution
• Develop effective lines of communication with business customers, customer service (TSC) and other departments within IT
• Regular communications with support teams around the world (videoconference, E-mail, chat)
• Create and maintain documentation for training, trend analysis, cross training and troubleshooting of UBS systems
• Occassional travel to other regional centres may be required at times
• Ensure all incidents are acknowledged and resolved to meet defined SLAs
• Identify, diagnose, and resolve technical issues and critical incidents through research and analysis
• Provide root cause analysis for all P1 incidents
• Engagement and management of support teams within JPMorgan Chase in bridge calls, collaboration meetings/ chats, and the creation of incident and work request tickets for emergent incidents
• Creation and management of production support SharePoint sites
• Maintain production support documentation, SharePoint sites and dashboards
• Lead the remediation of risk and audit related gaps, including disaster recovery scenarios and exercises
• Communicate with clients to inform issue status and impacting events
• Raise defect to development team for code amendment
• Proactive engagement and management of clients to ensure GS&I Technology’s understanding of incidents,
• Bachelor's degree (preferably in Computer Science), specialized training and/or equivalent work experience
• 3 + years of programming / application development & support work experience
• Energetic and highly self motivated
• Effective communication skills with a diverse audience (technical and non technical)
• Ability to adapt to new technologies
• Able to work under pressure to resolve issues affecting production services
• Able to provide off hours / weekend support at times
• Ability to oversee multiple, complex issues
• Strong analytic and troubleshooting skills
• Experience supporting applications developed in Core Java, J2EE, Spring and Hibernate, Web Services, Databases,
• Ability to work in a matrix managed organization
• 5--7 years of SharePoint administration required
• Experience creating system documentation and Run Books
• Provide Level 3 support for a unique portfolio of static scanning tooling
• Work with Line of Business AD teams to trouble shoot their scanning issues
• Create processes and tooling to improve operational efficiency
• Assist engineering with infrastructure requirements
• Automate manual procedures
• Perform controlled resolution of incidents and problems including prioritization and escalation when appropriate
• Work with vendors in problem isolation and resolution
• Monitor capacity
• Ensure solid implementation of the product by performing rigorous integration testing of the entire application
• Technical Experiencing of some of the following
• Oracle Database 11g
• Linux(RHEL)
• Windows Server
• Static Analysis
• Responsible for managing & delivering Operate Support functions of the SAP Finapps applications
• To work on Production support environment and manage client expectations in terms of delivery SLAs
• To work in a team production support environment
• Knowledge Transition on specific applications areas covering technical and work processand environment
• Production support activities in Job Monitoring
• Batch Monitor production support Application maintenance activities in catering to implementation of change requests
• Support the Development/test environment for the build team's application changes using disciplined software development processes
• Adherence to Development Life Cycle, PLC, IT controls and change control policies for all developments
• Promote teamwork and a culture of continuous improvement
• Production Support / Service delivery experience is mandatory
• 3-5+ Years of application support work experience
• At least 3 years of support experience in SAP Accounts Payable and Fixed Assets modules
• Expertise in Accounts Payable and Fixed Assets module and good skill set in AR, SD and MM modules
• Good communication skills & PLC understanding
• Exposure and experience to work in a production support team for multiple locations
• Self confident, self directed, and ability to work with various levels of staff and management
• Ability to remain calm, work in a fast paced, at times pressured environment, and balance competing priorities
• Skilled in problem solving and analytical reasoning
• Ability to work well in a team-oriented, agile environment
• Strong analytical skills and an eagerness to learn new technologies
• Provide day to day application support for a 7x24 global support model team within Funds & ECM core distribution business
• Work closely with other Support, Development, Infra and QA teams for a smooth execution of production deployments
• Investigate and analyze production issues and resolve issues in a timely manner – good troubleshooting skills
• Ensure daily app heath checks and better user experience by minimizing critical or high priority issues
• Work with the global leads in coordinating with the Development and Infrastructure teams to address and resolve issues. Conduct RCAs, Raise defects, and assign to appropriate teams
• Use a ticketing system (HP Service Manager) to log all issues
• Pro-actively monitor the alerts, Web and Database systems performance
• Write and maintain run books and application support documents
• Follow the appropriate Change Management Process for production deployment
• Prod on-call team rota and extended weekend maintenance/releases support
• Participate in Disaster Recovery testing
• Team Player – work with multiple teams, vendors and groups
• Detail Oriented – Can organize and work with multiple systems
• Ability to manage and prioritize multiple issues; work under pressure
• Experience in the Financial Services Industry is a plus
• Preferred Asset Management or Trading business knowledge
• Influence production stability through strong production readiness management
• Support information gathering for the audit and ITRisk agenda
• Implement minor application code fixes and data updates via SQL updates
• 5+ years of experience in information technology with an emphasis on application support and Java development
• Proven experience with SQL (any dialect)
• Demonstrated experience with Oracle
• Proven hands on experience with java development, including experience with Struts, GWT, Spring, Hibernate, Drools, and Java Script
• Excellent written and verbal communication skills with various levels of an organization
• Ability to influence and lead technical conversations within other IT groups to guide problems to resolution
• The following skills are pluses
• SQL Server 2005/2008
• Basic understanding of ETL technologies for supporting data extraction, loading and transformation
• Incident management life cycle skills and experience
• Experience developing system metrics and stability reporting
• Knowledge of Problem and Change Management processes and tools
• Experience with any of the following applications: LPSDesktop, Equator, FORTRACS, DLSS, Breach Letter Tool, FANDS, FNC CMS, Agent Desktop, LISA
• Close liaison with the business users of the Barclays iPortal service
• Ensure maximum availability and serviceability of iPortal
• Close liaison with the Change/Configuration/Release Management and Help Desk Functions
• Knowledge and use of the change/configuration management system
• The drawing in of specialised expertise wherever appropriate, and the provision of advice and information aimed at minimising the occurrence and impact of service incidents through process improvement
• Provide Level 2 support to internal business users
• Work closely with business in managing day to day issues, resolve user queries
• Perform daily health checks of the application, job schedules and infrastructure supporting the application
• Three to five years of Java/J2EE, web services, XML, HTML and SQL
• 3+ years of experience with Oracle and UNIX
• Comfortable operating in a high pressure environment while managing incidents across a global business
• Core Java, Servlets, JSP, JDBC, Weblogic

Windows & Unix-application Support Analyst Resume Examples & Samples

• Represent the Production Support organization on company-wide project teams
• Prioritize workload, providing timely and accurate resolutions
• Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect
• Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments
• 4 – 6 years of experience in application support and development or related experience
• 4 - 6xperience supporting applications in Financial Domain, including Equities, Fixed Income Products, Auto Finance and Student Loans
• Experience in Incident Management, Change Management and Problem Management
• Feels comfortable working with user interfaces where simplicity for a user is a key success factor
• Participates in design reviews and provide input to design recommendations
• Review existing applications to determine how key data can be gathered for mission critical reporting
• Develop, code and deploy high profile metrics which monitor and support the environment
• Responsible for ensuring the applications work with browsers our end-users use, not what’s available
• Participate in code reviews and ensures that all solutions are aligned to predefined design specifications
• A well-rounded professional who can connect the dots between business-needs, innovation and good design
• A self-starter who can effectively balance and prioritize multiple projects concurrently
• Feels comfortable in connecting a presentation-tier model to a services-based architecture
• A subject-matter expert in cross-browser/cross-platform development, testing and problem resolutions
• Minimum 2-3 years of hands on software development in professional environment
• Minimum 2 years experience as a key, hands-on HTML, CSS, JavaScript developer on a front-end team
• Proficient with SQL Server Reporting, SQL Server Databases, Oracle Databases
• Familiar with UNIX
• Adheres to coding standards, procedures and techniques contributing to the technical code base including any required documentation
• Excellent analytical, organizational and problem-solving skills coupled with a strong work ethic
• Comfortable working with network administrators to solve web application issues in development and production environments
• Has a strong knowledge with hand-coded HTML, CSS, JavaScript & JQuery. JSON, AJAX and XML knowledge are a plus
• Possesses an understanding of client-side and back-end code integration including best practices. Experience with JSF, JSP, Struts, Spring MVC is a plus
• The candidate should have at least 4 years as a key, hands-on HTML, CSS, JavaScript developer on a front-end team. Samples of work are a plus

CIB Tech-geneos Application Support Analyst Resume Examples & Samples

• Production support services including on-call and weekend release responsibilities
• Planning, engineering, deployment and support of monitoring and other automation and testing tools
• Provide SharePoint administration support including, new site requests, governance over existing sites, and produce FAQ’s to reduce call volume
• Develops automation opportunities to reduce manual SharePoint support responsibilities such as Application On-Boarding and Data Management
• Bachelor’s degree or 2+ years of analytical work experience
• Minimum 1 year of experience with SharePoint 2010 Site Collection Administration; excellent skills with features such as workflows, dash boards, KPIs, web parts, granular site permissions, site maintenance, libraries/lists. Knowledge of integration with other products is a plus
• Ability and willingness to develop technical SME and business knowledge
• Logging, analyzing and managing queries, problems and incidents to resolution
• Intermediate UNIX Solaris and Linux RHEL, Windows server knowledge
• Excellent analytical skills. Excellent trouble shooting skills, Technical documentation skills
• Intermediate knowledge of Excel and PowerPoint
• SharePoint 2013 experience is a plus
• Day to day technical support of the Finance Workstation and Risk Treasury website suite of applications
• Provide analytical and technical expertise within the team
• Ensure incident and problem management, change management and request fulfilment on behalf of customers are carried to the best levels possible
• Liaise with multiple technology teams (support/development/platform) to ensure high levels of service are maintained, and issues are resolved or escalated appropriately
• Understand and troubleshoot complex business and financial queries pertaining to the Risk Treasury and Finance Desk business
• Investigate production issues and problems performing appropriate problem solving tasks
• Cover rotating shift pattern as part of a team to cover core hours of 07:00-19:00, as well as weekend and on-call coverage on a rota basis as required
• Diagnosis and resolution of trade floor client issues and escalation of problems to the appropriate development teams, using the standard problem management tools (ServiceNow)
• Interaction with business support groups (Middle Office, Product Control, Trading support groups)
• Project based work in areas such as continuity of business testing, UA Testing/release co-ordination of new functionality
• Experience working in a support environment
• Understanding of issue and problem management methodologies
• Knowledge/experience of problem management tools
• Experience using call/ticketing software SQL
• Significant experience Linux
• Significant experience
• Shell scripting
• Experience using/troubleshooting Office with emphasis on Word, Excel and PowerPoint SQL
• Significant Oracle/Microsoft SQL knowledge and practical usage. (Ability to create adhoc SQL queries and reports)
• Identifies opportunities to automate manual workloads and develops tools to improve process efficiencies through Tidal to replace CRON scheduled Jobs
• Collaborate on a multi department project to automate the Nielson Rating Download, EDI contract files upload and matrix management reporting needs of support data both graphical and textual based format
• Works collaboratively on automation projects with the development and QA teams to increase productivity through the integration of systems reducing the need for manual processes
• Review, recommend and implement operational improvement to support an increased automated work environment
• Provides on-site support to business partners during custom ESD application deployments
• Is the primary point of contact and Application Support’s subject matter expert for custom ESD application deployments
• Implements support and training plans to prepare Support teams for upcoming Application deployments
• Identifies recurring application problems and collaborates with development teams to resolve
• Troubleshoots and resolves complex application problems
• Minimum of 2 years of experience in IT and at least 1 year experience in Application support OR the equivalent
• Oracle 11G SQL and PL/SQL
• A working knowledge of one or more: Java, Java Script or .Net
• Linux and Linux Scripting
• TIDAL Enterprise Scheduler or equivocate enterprise job scheduler
• Scripting Language, ie Pearl, Python
• MicorStrategy Reports and Dashboards
• 2 years of Customer Service experience
• Bachelor’s Degree in IT and a minimum of 2 years of experience in an IT Support or development environment
• Application Operational Support experience
• UNIX experience is preferred
• Windows experience is preferred
• Structured knowledge of Software Development Lifecycle with experience related to Implementation and Support
• Capable of independent problem solving
• Applicant should have the ability to engage in production support issues and determine root cause for application problems and issues

Senior System & Application Support Analyst Market Data Resume Examples & Samples

• Evaluating current and new products - work independently with vendor and service provider, develop test strategy and methodology in accordance with business requirements, execute test plans and produce reports on test results and feasibility study on technical aspects
• Analysing - Plan, architect, analyse and develop of enterprise technology solutions that satisfy business requirements for large complex systems
• Development - Lead cross-functional development/integration projects requiring interaction with end-users and external technology providers, including real time messaging API development and integration; Database design and data management, etc
• System engineering - Implement complex globally distributed high availability real-time market data systems, integrate with trading and risk management systems, make standard modifications to existing applications and modules in accordance with high-level specifications, application support and industry standards
• Testing and Quality Assurance - Support the application in QA and production environments
• Stakeholder Management - Proactively interact with Operations and Business teams for requirements clarifications, extensions, and planning. Communication to stakeholder on regular basis and on escalation basis
• Technical Excellence - Continuous process of enhancing technical skills in order to provide best in class technology solutions that meet or exceed business drivers. Maintain competence in relevant technologies
• Adheres to corporate policies and best practices to ensure internal and external audit and regulatory compliance in the areas of security, control and standards are upheld
• Contributes to BMO Financial Group’s overall business results by making recommendations that significantly improve operational efficiency and effectiveness
• Possesses a BS/MS in Computer Science or computer engineering
• Exhibits in-depth understanding of relevant technologies: OS and virtualization platforms (Windows, Linux, VMWARE) , Message systems and protocols (MQ, Tibco/RV, JMS, persistent message, non-persistent, FIX, XML, Web service) Network(TCP/IP, switching, routing, multicast), Low Latency
• Good understanding of Object Oriented Programming, Experience with programming language Java, C++, .NET
• Good understanding of Web Services protocols and architectures - REST, SOAP, XML, PHP, etc
• Knowledge of Financial markets a plus. Interest strongly recommended
• Proficiency in technical authoring using Visio and other office tools
• Coordinate with developers better with respect to incidents/defects
• Work with developers real time and, hence, build better capability within Live System Support (LSS)
• Revert back with queries posted by developers within their time zone and, hence, reduce turnaround time
• Providing 24x7 live system support (as per rotation shared with the team)
• Service improvement
• Pre- and post-implementation support for business-as-usual releases
• 1+ years’ experience with Incident and Problem Management in a support role
• 2+ years’ experience with Perl scripting
• 2+ years’ experience with Unix / Linux shell scripting and basic commands
• 2+ years’ experience with database languages such as PL/SQL, MySQL, Oracle
• 2+ years’ experience with Java-Script, JQuery, Coffee Scripts, HTML, CSS
• Delivery of 2nd / 3rd Line Application Support services for the following application(s)
• Collection and fraud applications such as Debt Manager, Payware and Falcon
• Maintaining system availability and supplementary services within SLA
• Carry out Incident/Problem Management activities according to the process, procedures, and work instructions
• Monitor and resolve the overnight UK and SEC application batch failure to utilize the time difference of USA and other countries
• Incident registration, initial support & classification and update Incident records
• Incident Resolution Coordination with 3rd parties - managing conference calls
• Provide the end-user with status updates concerning Incident records
• Identify opportunities for improvement
• Obtain the technical and organizational knowledge required to perform these activities
• Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware)
• Maintain all formal controls, documents and records to auditable levels and in compliance with current AD Application Support operation procedures and documentation standards
• Ensure key application functions and scheduled activities are completed in a timely manner and within SLA
• As directed by Application Maintenance and Support manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to)
• Review Project documentations
• Implementation Support
• Demonstrable understanding of the Card Industry – specifically in collection & risk (card issuing will also be considered)
• 3+ years’ hands-on experience with Mainframe – COBOL, JCL,DB2, REXX
• Basic skills on Unix, database (Oracle and DB2 SQL queries)
• 1+ years’ experience with tools such as TWS (mainframe scheduler), SPUFI, File-AID, Endeavor
• Database knowledge of Sybase/Oracle
• Unix / Shell scripting
• Schedular (Control M / Autosys)
• Knowledge of Fixed Income products is a plus
• · Maintain Business Process Indicator of 99.99% or higher. This includes monitoring of the environment, managing, tracking, and resolving incidents and escalations
• · Analyze data processing problems to implement and improve resiliency of the application supported
• · Performing RCAs for production incidents and preventing reoccurrences
• · Coordinate and perform deployment, installation, configuration, troubleshooting, maintenance and support of production and non-production environments
• · Building tools to enhance the support function
• · Participate in on-call rotation for application support, including weekends and off-hours
• · Improve productivity, supportability and efficiency by automation of repeatable tasks using tools and scripting
• · Create and improve system documentation (Run books, FAQs)
• · Produce production metrics
• · Build and foster relationships across multiple organizations
• · Participate in Disaster Recovery events and Major Event Changes
• · Performing a daily health check of intra-day/overnight system batch processes
• · Ensure infrastructure has adequate capacity and are refreshed on a periodic basis
• Customer Service Orientation - build positive working relationships with clients at all times providing realistic information and managing their expectations
• Ability to work in a matrix managed organization with strong focus on delivery
• Proven operator in high pressure, complex environments. Ability to concisely & precisely communicate with all the stakeholder groups
• Informatica Power Exchange
• Strong working knowledge in UNIX/Linux/Windows environments
• Reporting tool experience in Crystal Reports or Cognos
• Understanding of MQ, ISS services, Autosys, SSRS, and Qlikview
• 3+ years hands-on experience in designing and developing C# applications
• 3+ years of experience with MS SQL including stored procedures, table design, indexing techniques, transactions and performance optimization
• 3+ years of experience performing GUI development using WPF
• Solid experience with database technologies, ideally Microsoft SQL or Oracle
• Self-started with excellent problem-solving abilities
• Business and technical analysis skills
• Strong team player, able to work as part of a globally-distributed team
• Investment banking experience with business knowledge around Risk/pricing/marketdata
• Good Unix knowledge
• Understanding of ITIL methodologies
• Experience of business-aligned application support in a demanding environment
• Scripting experience, e.g. Python
• Bachelors degree in a technical discipline from a top-tier university
• 2+ years system/application support experience
• 2+ years of technical experience working in a Windows Server-based environment
• 2+ years of experience with database technologies, ideally Microsoft SQL or Oracle
• Strong Business and technical analysis skills
• Bachelor's Degree and at least three years of experience in computer Help Desk support
• Strong written and oral communication skills via e-mail, over the phone and in-person
• Strong background in help desk ticket/issue management
• Comfort and ability to work directly with end users, including the ability to translate technical terms into non-technical language
• Ability to ascertain the criticality and priority of incoming requests
• Functional knowledge of clinical web-based applications
• Providing subject matter expertise in the management of the Book of Record Suite of Applications, with specific focus on the
• Providing subject matter expertise and use of incident/problem management skills in the daily production support of high
• Taking a lead role within the team for a group of applications including managing SEV 1/2 issues, communicating status
• Assist in performing trend analysis reporting to capture and highlight repeat/common types of failures and make
• Strong communications and interpersonal skills will be required to work effectively while supporting other members of the
• Review and assign Software development and support requests on behalf of the team as they are received
• Manage and report on all support tickets relating to managed applications
• To respond to all Support tickets within an agreed timeframe
• To ensure that support tickets are escalated where necessary, and that all tickets are closed off correctly, with communication to the requestor
• Facilitate the communication of requirements between operations and all relevant business or support units. May involve facilitating meetings
• Continually review application functionality in line with operational needs and processes with a view to recommending enhancements
• Conduct analysis, both historical and current of all ongoing projects
• Responsible for recording results and trends of past projects and analysing the trends of current activities
• Overall responsibility for continually auditing, reviewing and improving processes
• Must have good SQL skills
• High proficiency in Excel
• Experience Of Working in an operation/Software Support environment
• Experience of Working in a Reporting/Real Time management environment
• Experience of working independently with minimal supervision able to complete multiple tasks within set deadlines in a fast paced work environment
• Planning and Organising skills

Trade Application Support Analyst Resume Examples & Samples

• System monitoring through the use of real time monitoring tools
• Able to provide proactive and reactive support to application and operational issues across both production and non-production environments
• Liaise with other support and development departments where necessary to ensure incidents are resolved
• Manage their enterprise backup and anti-virus solution s, including offsite visits where appropriate
• Review and implement improvements to their support process and monitoring where appropriate as well as ensuring operational documentation is kept up to date
• Follow their release and change process to complete deployments and change successfully
• Plan, execute and review maintenance tasks and deployments between IT and development teams
• Maintain personal/professional development to meet the changing demands of the role, participate in appropriate training and encourage/support staff in their development
• Take all reasonable steps to ensure appropriate confidentiality
• In all internal and external contact, present a professional and positive image of the organization whilst developing constructive relationships
• Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role
• Experience of Red hat Linux
• Experience of SQL script writing
• Knowledge of Microsoft Windows Server 2000/2003
• Experience of supporting Java applications is (desirable)
• Experience of working within financial industry is (desirable)
• Works with team to create in-house tools to support the automation of manual support processes
• Works collaboratively on automation projects with the development and QA teams
• Provides on-site support to business partners during custom ESE application deployments
• Assists business partners with application specific technical questions and maintains knowledgebase articles
• Assists other team members in the Creation of architectural work-flow documentation used to identify application flows and points of failure
• Tracks user issues and keeps an open line of communication with other IT Support Tiers including Support Analysts, and development
• Documents issue resolutions in accordance with service level agreements
• Provides after hours and/or on-site support to end users
• Easy Vista (Or other service management tool)
• Superior customer service, communication, and documentation experience
• TIDAL Enterprise Scheduler or equivalent enterprise job scheduler
• Java, Java Script or .Net
• MicoStrategy Reports and Dashboards
• Practical experience working in any aspect of media/television
• Bachelor’s Degree in IT or related field and/or equivalent work-related experience
• Production management
• Applications delivery
• Local coordination for day-to-day technology related matter to CIB Banking business and key external partners (FSS, FSA, KFTC, MSPs and vendors) in Korea
• Local coordination and project management for Korea projects
• Participates in key global or regional projects for expansion of the business in Korea
• Vendor management
• Degree in Computer Science
• At least 8 years of experience in banking applications team in a corporate banking environment
• Experience on Cash and Trade products such as Internet banking / Sweeping / Clearing
• Experience on KFTC business (especially Hofinet, CMS, eGiro and eNote)
• Experience on Korea Internet Banking environment
• Familiar with Korea banking regulatory requirements and experience on Korea local regulation related work from FSS / FSA / KFTC
• Experience partnering with business on the technology agenda (production and investment)
• Experience in BAU support
• Problem and opportunity definition
• Performing data mining to produce operational and analytical adhoc reports in various formats
• Designing and maintaining standard recurring reports
• Performing data and system parameter maintenance
• Analyze adhoc report requests made by internal Business partners. Design, build, develop, and maintain adhoc reports using SQL in order to meet the Business needs
• Provide end-user support of the SMS application. Work with FTT and end-users to analyze reported problems, perform root cause analysis, and execute or implement solutions as required
• Attend training, implementation planning and other project meetings as required with respect to SMS application enhancement initiatives
• Perform time tracking and other administrative duties including attendance and participation in departmental and team meetings
• Intermediate to advanced knowledge of SQL
• College or University accreditation with emphasis on business or computer systems preferred
• IFIC Operations, IFIC Sales, or CSC accreditation preferred
• Solid understanding of Transfer Agency systems
• Must have strong analytical, problem solving and decision making skills
• Solves routine problems of moderate scope and complexity, following established policies and procedures
• Desire to know our business and understand how our business is represented by our database
• Ability to work independently with minimal direction, understanding span of control to escalate issues to appropriate level
• Applies knowledge learned through experience to be able to resolve non-routine and/or moderately complex problems
• Advanced knowledge of MS Excel including creation of pivot tables would be an asset
• 2) Manual Sanity monitoring of critical applications on a daily basis in production
• 4) Need to handle support for both WINDOWS & UNIX based environments
• 5) Has experience in UNIX Shelling scripting, Java J2EE application, WAS Admin, Unix admin, Oracle 10g basic knowledge
• 7) Monitoring tools knowledge (Tivoli, Wily)
• 9) Should be proactive be able to handle high visiblity calls with atmost attention to detail
• 10) Should be alert and able to act quickly in case of incidents
• Performing Helpdesk operations, assisting in solving technical user questions along with assigning incoming service requests over to the other BSC analyst on the team to ensure timely and high quality responsiveness to the users of the data warehouse
• Provide information, tool expertise, and ad hoc consultative services for the information warehouse user community
• Ensures that solutions to business questions are answered, documented, and made available to both the BSC team and the user community for future reference
• Provide training to users in both the tools needed to access and leverage the Data Warehouse, and on the contents and structure of the data contained in the Data Warehouse to maximize the user community’s effectiveness
• Communicates with key resources, provides issues assistance & level II support to ensure excellent and timely service to the user community. Contacts include analysts, middle and senior level managers in both the business and IS community
• Maintains the request tracking system for the helpdesk to support service level agreements and related, daily, weekly and monthly reporting
• Facilitates the communication of system changes to the Data warehouse environment to the user community. This includes: system availability, scheduled downtime, data availability and relevant issue management
• 3+ years experience working on Data Warehouse related systems/platforms
• Computer literacy/proficiency in data query tools such as SAS, SQL, Teradata, Oracle, UNIX, and MS Office
• Strong analytical & technical skills
• Proven record in problem solving and business innovation
• Comfortable in a fast and dynamic environment and ability to handle multiple tasks simultaneously
• Prior helpdesk and training experience desired
• Industry knowledge including understanding of general information requirements for customer marketing, management and risk functions
• Teradata, DB2 and Oracle experience preferred
• Ability to work independently and very self-motivated. Project management skills a plus
• Bachelor’s degree in Computer Science or related field of study or equivalent relevant experience as an Application Support Analyst

Application Support Analyst Ayala Avenue Resume Examples & Samples

• Responsible for application flow, including configuration, scheduling control and scripting
• Knowledge of SQL and Unix is an advantage
• Contribute and deliver Operational improvement projects
• Actioning and/or being accountable for requests and issues raised by Clients and ensuring they are resolved in a timely manner with highest degree of customer service
• Working effectively with customers and other IT teams within the organisation to ensure requests and/or issues are understood and directed to the correct teams for effective actioning
• Ensuring effective communication and cooperation with customers and other IT teams within the organisation for Incident Management and escalation
• Ensuring that incident, problem and change management; and BCP processes & procedures are followed and adhered to with respect to this environment and the applications it hosts
• Continuously reviewing and proposing improvements to operational processes and procedures
• Actively contributing to knowledgebase documentation associated with the service
• Exposure to banking or financial institution applications
• Practical experience with either Sybase, Oracle and SQL Server databases - SQL, Stored Procedures
• Practical experience with Remedy or similar IT Service Management software
• Practical experience with Windows based and Unix based operating systems
• Experience with working on workflow applications – workflow automation software like Pega
• Participate in 24x7 on-call roster or support coverage to cover any shift (ie day, mid, night) as required
• Build and maintain strong relationships with the business
• Engage in operational support activities, utilising specialised technical expertise as required by a business group
• Implement ITIL principles in incidents, problem solving and change activities

Front Office Application Support Analyst Resume Examples & Samples

• Work closely with business stakeholders and deliver prompt responses to queries from the business
• Support key equity derivative trading and execution platforms including 4SF, ORC Trader, PATS Promark, TradingScreen and Macquarie Systems
• Incident, Problem and Change Management
• Project manage operations components of key systems upgrades e.g. system upgrades
• Experience working with equity derivates, equity finance or other front systems
• Previous experience with 4SF and ORC Trader would be very highly regarded
• Understanding of the FIX protocol
• You will take ownership of operational issues and perform both short-term resolution, and development of preventive measures for the longer term
• Offer consultancy and hands-on support for the transition of new services into the production environment
• Work closely with peers at other geographic centres around the world using a "follow the sun" model of application support
• Conduct capacity planning and management review on the application set
• Identify potential threats and mitigate risks, act as a guardian of production services and change procedures are followed
• Providing subject matter expertise in the management of the Book of Record Suite of Applications, with Specific Focus on the
• Providing subject matter expertise and use of incident / problem management skills in the daily output of medium high
• Taking a lead role in the team for a group of applications from 1/2 SEV Including managing, communicating status
• Assist in performing trend analysis reporting to capture and highlight repeat / common kinds of failures and make
• Strong communication and interpersonal skills required to Work Effectively Will Be Supporting --other while the members of the

Oracle Application Support Analyst Resume Examples & Samples

• Responsible for supporting, providing subject matter expertise and configuring Oracle Application modules in the supply chain, source-to-pay and record-to-report tracks, including the Oracle Inventory, Fixed Assets, Purchasing, Accounts Payable, iProcurement and General Ledger modules
• Works closely with the business teams to understand current processes, develop innovative solutions by re-engineering processes, and ensuring the deployed solutions meet our growing and evolving business needs, with a goal towards achieving a higher maturity level
• Provide expertise from a process perspective, leveraging the awareness of Oracle process strengths, supported best practices and assist in defining future direction
• Leads effort in identifying and resolving problems in Production
• Analyzes regional data to define operational metrics, KPI’s
• Presents information visually in the most intuitive and aesthetic manner using dashboards to foster a culture of data driven decision making
• Interpret customer business needs and translate them into application and operational requirements
• Develop and maintain a well-coordinated internal relationship with key decision makers and with the wider IT organization
• Lead/Support all business readiness activities including end user training, product testing and roll-out
• Design and develop beautiful, simple, action-oriented email templates in support of segment marketing, lifecycle and operational emails
• Create static on-site and off-site marketing assets that are impactful, on-brand, and drive the desired response
• Create multiple design options for large and small web and native features that achieve desired user outcomes
• Be familiar with the concepts and tools for digital A/B testing, and design various alternatives that can be tested and measured to identify the best performing version
• Quickly turn vague requests into sketches and wireframes that flesh out design objectives and identify possible solutions
• Prioritizing and resolving day-to-day systems issues and client requests
• Effectively managing client expectations and escalating where appropriate
• Involvement in a number of projects ranging from software upgrades, to business-driven enhancements
• Exposure to delivering enterprise level business wide support services
• Excellent customer service capabilities
• Strong interpersonal skills and ability to be a team player
• Participation in 24*7 on-call roster
• Involvement in application build and deployment activities
• Strong problem solving skills, with accurate decision making abilities
• A degree qualification or equivalent in a relevant computer science discipline

Application Support Analyst Rmg & Risk Services Resume Examples & Samples

• Acting as point of contact for the business supporting a number of business-critical services and applications
• Managing tasks and resolving day-to-day application issues and client requests
• Effectively managing client expectations and escalate where appropriate
• Building and maintaining strong relationships with the business
• Preparing regular operational reports and do in-depth service analysis and follow-up

Lead Application Support Analyst Resume Examples & Samples

• Strong EBS O2C business processes knowledge and concepts, so when you interact with a Customers/Partner teams, you are able to speak their business/functional language, and win their confidence quickly
• Demonstrated track record in the implementation and support of Oracle Applications 11i
• Good understanding in Oracle Standard interfaces and integrations and experience working in oracle custom modules
• High flexibility so you remain agile in a fast changing business and organizational environment
• Analyze work load, determine best practices and implement changes to improve productivity
• Strong operations management and innovation orientation so you can continually improve the processes, methods, tools, and utilities
• Strong team player so you leverage each other’s strengths. You will be engaged in collaboration with peers within/across the teams every hour
• Good understanding in Incident, change and problem management
• Knowledge on tools like Kintana, PPM, SFDC, ticketing systems
• Strong problem solving skills so you can quickly narrow down to the root cause of the issue reported
• Proactively contribute to improve the team efficiency by sharing knowledge, providing feedback about best practices, designing tools / utilities etc
• Serve as Situation Manager on highly sensitive issues
• Formal mentoring for promoting the technical and professional development of others

IT Application Support Analyst Resume Examples & Samples

• Participate in core internal Ford team to manage daily operations of applications utilizing standard ITIL V3 tools
• Ensure Critical Success Factor (CSF), Critical to Quality (CTQ) and Key Performance Indicators (KPI) are met for these applications
• Interface with Business IT and business owners to prioritize improvement efforts
• Assist with problem solving on various support tickets as needed
• Work with other IT teams (DBA's, server operations, OpsControl, etc.) to meet application requirements
• Champion documentation creation and maintenance including: operational processes, incident resolution procedures, maintenance of knowledge articles
• Identify and implement process improvements in collaboration with the business and Application development teams
• Track and incorporate metrics and data to drive team priorities and utilize problem management processes
• Knowledge of Agile and ITIL
• Knowledge of infrastructure components (database, application, web server etc.)
• Experience in a diverse global team environment
• Managing user requests for ticket management
• Add on functionality (add new function to existing clients); user and client
• Administration user incident management and on call rotation by roster
• Case management using the HP SM9 tool for over 30 applications
• Problem investigation and resolution
• Provide Impact Assessments for QCRs
• Enhancements and modifications of applications
• Deployment and testing of application fixes and changes
• 3rd party vendor liaison
• Customer liaison
• Participate in continual service improvement
• Customer and Service focused
• Good communication skills – both verbal and written
• Building good relationships with other HP teams and third party vendors
• Ability to interface with staff at all levels in the HP and client organisations
• Proactive and excellent problem solving skills
• Good organisational skills
• Good analytical skills
• Experience of working successfully under tight time constraints and/or to changing work requirements and/or priorities
• Experience of working successfully within groups/teams
• Knowledge of Microsoft Products (Word, Excel, Outlook)
• An understanding of testing tools, unit and integration test scripting and testing methodologies
• Able to apply consistent quality and security standards
• Minimum 2 years’ experience of Application Support
• An understanding of modern Software Configuration Management(SCM)
• Knowledge of Application Development
• Knowledge of ITIL Service Operation processes (in particular Incident and Problem Management)
• Knowledge of ISO2000
• Knowledge of XML
• Knowledge of DQL
• Knowledge of Oracle SQL
• 0 to 1 year experience
• Graduate of IT or any related computer courses
• Proficient with the English language both written and oral
• Has good communication and interpersonal skills
• Has a good knowledge of Microsoft Office applications i.e. Outlook, Word, Excel, Powerpoint
• Proficient/knowledgeable in SQL is a plus
• Prior experience in Technical Support is a plus
• Work is GLOBAL and may be assigned to any shift as needed
• Willing to be rotated as needed
• Willing to work during Holidays
• Willing to work on graveyard shift (NALA)
• Technical support for ESM Integration Framework and Event Automation (IFEvA) applications
• Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity
• Integrate technical knowledge and business understanding to create superior solutions for HP and for customers
• Incident Management, Problem, and Configuration Management activities
• Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet customer/HP
• Provide continual improvement recommendations/direction setting advice within work team
• Balance internal needs with customers’ requirements
• Work as part of a team, which may be virtual, global, and/or multi-functional. Seen as a resource to the team within area of technical responsibility
• Required skills: Windows Server, .Net 4 framework, WF/WCF, SQL Server, XML , Web Services, Production support
• Preferred skills: C#, Fundamental ITIL knowledge
• 3-5 years of relevant work experience
• Experience/understanding of business process, business systems development and analysis
• Strong analytical skills and writing skills, solid experience in writing functional and technical specifications a plus
• Strong Mercury Quality Center skills
• Strong Excel skills
• Intermediate Power Point skills
• Mainframe experience a plus

Oracle Application Support Analyst Ayala Avenue Resume Examples & Samples

• Acting as point of contact for the business on support issues across a number of business-critical applications
• Prioritising and resolving day-to-day systems issues and client requests in a timely manner, effectively managing client expectations and escalating where appropriate
• Monitoring of critical applications and management of issues arising from alerts
• Application maintenance related activities, such as month-end processing, license administration and environment management
• Involvement in a number of small projects ranging from infrastructure / software upgrades, to business-driven enhancements
• Testing of changes impacting CAF applications
• Oracle Applications development experience
• Oracle Open Interface and API experience
• Performance Tuning of SQL and PL/SQL
• Experience with Enterprise Reporting tools

Application Support Analyst Business Objects Administrator Resume Examples & Samples

• 5+ years of experience administrating SAP systems in RedHat/Solaris Server OS environments
• Significant previous operational support and application troubleshooting (preferable in financial services) in SAP Business Objects Enterprise Administration (Central Management Console, Designer, Desktop Intelligence, Web Intelligence, InfoView, Import Wizard, Crystal Reports, Xcelsius)
• Experience with production support of highly available applications
• Experience with Apache Tomcat, WebSphere and Oracle 11g database
• Experience with Universe configuration and row level securities
• Experience with Webi reports using Universe and Custom SQL
• Experience with Hyperlinks & bursting methods
• Working knowledge of configuring the SAP integration Kit, Crystal SDK and Windows AD SSO
• Deep knowledge of Unix/Linux and scripting
• Strong technical background in networking, operating system, system administration and performance monitoring
• Experience functioning as part of a software team, good communicator
• Self-motivated and Responsible, able to own and drive a project when necessary
• Extraordinary Troubleshooter with ability to diagnose and support mission-critical systems
• Familiarity with setting up disaster recovery plans to insure continuity of service for a Business Objects installation
• Intermediate proficiency in managing performance monitoring and tuning in a Business Objects environments
• Understanding of Custom access levels
• Strong ability to work in a highly focused technical environment together with other motivated and driven professionals, as well as the ability to work independently
• Strong organizational, multi-tasking and time management skills to meet deadlines
• Excellent verbal/written communication and presentation skills

Gti-gid Application Support Analyst Resume Examples & Samples

• Experience of working in an environment subject to Change Control, implementation policies and standards
• Strong documentation skills, ability to organize and prioritize workload
• ITIL Qualification
• Identifies opportunities to automate manual workloads
• Reviews, recommends and helps implement operational improvement to support efficiencies in the team work environment
• Works collaboratively on support and training plans to prepare other technology teams for upcoming Application deployments
• Troubleshoots and resolves moderately complex application problems
• Oracle 11G and PL/SQL
• Responsible for the continuous monitoring of software applications used within the Macquarie organisation
• Ensure all ticket requests are attended to within the agreed target completion
• Log and escalate issues that are detected to support teams
• Monitor systems and log requests, issues and incidents arising from day-to-day operations
• Determine manual actions that can be automated
• Prepare regular operational reports and do in-depth service analysis / follow-up
• Including but not limited to
• Learning the global IT products and designs, and associated procedures and processes
• Learning to work with the support tools required
• Monitoring and reacting to alerts
• Supporting the global infrastructure
• Execution of infrastructure changes
• Working with the global teams to implement new processes
• 'Gatekeep' the delivery of new services to the production environment
• Basic knowledge on but not limited to
• Working with other application support teams to resolve issues
• Liaise with vendor support contacts for the resolution of issues and bugs
• Effectively manage client expectations and escalate where appropriate
• Participate in a number of projects ranging from software upgrades, to business-driven enhancements
• Participate in application change and deployment activities including changes between environment and after office hours and weekend implementations
• Planning, executing and managing own tasks and responsibilities
• Identifying improvement opportunities in the project /applications/processes
• Providing status updates regularly in a timely manner and proactively
• Implement and drive achievement toward business and operational support goals
• Troubleshoot, diagnose and identify problems using SQL, Toad and applications. Learn and comprehend current operational procedures within the applications as applied to the business. Identify problems that are re-curing (trends) and report to IS, vendor and management. Responsible for the documentation of the description of the Incident and Problem details and resolutions in the tracking system which is used to update the knowledge base. Advise management on any alternative action needed in the course of resolving or creating a work-around for problems in the business community. Interface between Developers, Project Managers and Vendors. Provide follow up support both verbal and written, for developers, technicians, vendors and users. Communicate enhancements to support services. Escalate issues to IT, IS and vendors 80%
• Create and maintain trouble shooting guides and support documentation for the specific assigned applications. Meet with business associates to analyze trends and define resolutions. 15%
• Attend meetings/seminars to obtain information useful to application support. 5%
• Customer service skills
• Basic SQL -required
• Relational Database knowledge - required
• Interpersonal and teamwork aptitude
• Apparel Industry knowledge a plus
• TechnicalSchool/ Bachelor degree in Computer Science
• Minimum of 2-4 years of related work experience

Intern Application Support Analyst Resume Examples & Samples

• Responsible for providing 24X7 Application Support across multiple visa applications
• Responsible for applying code and operation break fixes and other proactive maintenance activities to keep the services up and running
• Responsible for evaluating the Issues reported by Visa clients and members and providing ongoing solutions
• Responsible for managing the performance and tuning of several Visa applications
• Will be responsible for managing the service and ticket SLAs and managing the workflow to achieve the SLAs
• Work on automation initiatives
• Must have a strong knowledge on Java/J2EE technologies
• Candidate must have a strong demonstrated commitment to customer service, pro-active review of processes and procedures to continually enhance service quality, service delivery and support
• Will work closely with areas across Visa including, Operations, Engineering, Service Product office, and Global Open System Development Lines
• The candidate will be heavily involved in ensuring team meets all SLA's and team objectives
• Must have a strong commitment to execution, follow through and timely communication

Application Support Analyst Unix, SQL Resume Examples & Samples

• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, with full ownership of problems to resolution
• Develop strong technical expertise in Equities technology and associated applications to understand the end to end transaction flows of applications across the production domain
• Participate in ‘permit-to-operate’ reviews on Equities aligned applications to ensure application releases meet support criteria before being deployed into the production environment
• Participate in occasional weekend support and testing around key deployments and business continuity exercises
• Participate in a support shift rotation to ensure adequate global business support coverage. This includes occasional Sunday support
• Experience working in a support capacity in a time critical environment, ideally with experience or exposure of working in a financial institution
• Responsible for leading and supporting Application Management business and production support tasks from North America
• Prioritize issues, collaborate with respective stakeholders and lead application transition from North America
• Be the voice of IT to business in addressing issues and reporting out status on periodic interval
• Ensure timely transition of operational work for Application Management as per agreed time, costs and quality expectations
• Liaise with Application Development, Technical Management, Business and other related stakeholders in resolving issues. Provide periodic updates to stakeholders on resolution
• Ensure that the application adheres to defined IT Security and Controls
• Ensure adherence to production support SLA / OLA
• Ensure appropriate use of Ford IT processes, tools and methodologies
• Lead aspects of Development to Support transition, knowledge transfer to offsite resources, support launches, co-ordinate post launch issue resolution and stabilization as well as workload management,
• Have visibility of releases in pipeline, effectively plan out for building the resource and necessary skills required for support
• Effectively co-ordinate periodic activities
• Participate in preparing the deck for customer review and lead the review with customers
• Build the knowledge, retain and sustain the knowledge with off-shore resources
• Engage Shared Services teams for support and adherence to Ford IT’s architecture standards and processes within department as appropriate
• Identify efficiencies and improvement actions to improve costs and deliverables
• Works with Project Manager to implement organization wide/Corporate IT objectives
• Act as a cover for other AP based applications for off-hour support as required

Fidessa Application Support Analyst Resume Examples & Samples

• Provide Application Support for Institutional Fidessa
• Scripting - using Perl / Shell / TCL for system monitoring, and setting up of intra-day/EOD reports
• Implement new releases, bug fixes/patches/configuration changes into production
• Liaison with Trading and escalation to Dev, Network, Systems, DBA etc
• Contact Exchanges and Brokers/Vendors to resolve connectivity issues
• Investigate trading issues identified by operations and/or front-office control
• Problem Solve issues through investigation of relevant application logs
• Creating queries to run reports for compliance enquiries
• Provide early coverage, participate in weekend activity for street wide exchange and DR tests
• Resolve application issues, raised by clients on a day to day basis, in an effective and timely manner
• Maintain system support documentation for all supported applications, ensuring it is kept up to date
• Monitor system integrity through daily system checks, to ensure a high standard of service is provided to clients
• Assist with regular system upgrades on applications by reviewing functionality changes (new/amended), system testing, client training and updating of support documentation
• Advise the team leader in developing improvements to support team processes and procedures and ensure agreed procedures are followed
• Provide out of hours, weekend and bank holiday support when required as agreed with Team Lead
• Assist with small enhancements on supported systems from time to time
• Minimum 2 years of analyzing business or technical problems, and of proposing and implementing solutions preferred
• Exposure to proven systems development experience using structured methods an asset
• Formal training in systems analysis and computer programming an asset
• Understanding of relational database design and development life cycle principles an asset
• Experience working within the Investment Services industry in either a business or IT related role
• Must have strong problem solving capabilities with an analytical, methodical approach
• Must have experience analyzing business or technical problems, as well as proposing and implementing solutions
• Have a working knowledge of supporting software/systems and how to report problems concerning business applications and data extracts
• Possess a good understanding of the business drivers within an investment services company
• Must be capable of communicating and negotiating effectively with all levels of user; both verbally and in writing
• Have a strong desire to learn and progress (motivated enough to self learn)
• Desire to stay abreast of new development tools and methods
• Must have good organization and planning skills
• Be able to work under pressure and multi-task
• Have the ability to manage conflict
• Good inter-personal skills combined with willingness to listen to users, ability to analyze requirements / problems and to propose innovative but workable solutions
• Application Support - Experience with VB.Net/C#, Sql Server, Oracle, Web Services preferred
• Data Support - Experience with Sql Server, Oracle, UNIX, Crystal Reports, BOXI, Informatica, and Autosys preferred
• Data Support - Knowledge related to transmission methods such as NDM, FTP/SFTP or SDE preferred
• Experience supporting and integrating custom applications with vendor packages and solutions preferred
• Previous call center work experience a plus
• Provide first and second level of application support for Middle Office, Operations and Front Office teams which are located around the globe. Provide coverage which will require shift/rotation and occasionally might include weekend work to primarily India hours of operation; Work day will vary depending on shift and could start at 7 AM IST if on early shift; or end at 8:30 PM IST if on late shift
• Manage end-user client relationship on a day to day basis
• Resolve user queries as it relates to application support
• Maintain a knowledge base of known defects, issues, process, techniques etc. Update and manage problem tickets appropriately
• Perform post-release testing after application upgrades and/or releases. Perform desktop testing on disaster recovery environments
• Be proficient in server side process management and configuration and able to do light Production deployments
• Be able to deploy applications and troubleshoot defects
• Applications that will be supported will include, but not limited to: GTS, APAR, TCFE, TCE, TPS, BIR
• Bachelors Degree in Computer Science, Engineering or Business
• Knowledge of SQLs, UNIX, Oracle, J2EE will be beneficial and preferred
• Familiarity with AutoSyS job scheduler
• Knowledge of Web based applications / architecture (certificates, IIS, Web Services)
• Knowledge of Web Methods will be a huge plus
• Ability to communicate directly with Business and Operations
• Strong analysis, research, investigation and evaluation skills, with a structured approach to problem solving
• Results oriented and highly flexible
• Must possess the ability to quickly adapt to new systems
• Monitoring and Resolving Peregrine tick
• Extensive experience in supporting and troubleshooting J2EE web applications and databases
• Bachelors’ degree in Computer Science or related field of study or equivalent relevant experience
• Extensive UNIX and Windows O/S background
• Support multiple technology and application related projects
• Collaborate with a team of application support personnel and web developers
• Assist in developing project plans, timelines, cost estimates, assembling project teams, setting and leading project management calls, track deliverables, developing project reports, communications and updates, etc
• Primary point of contact for support and development of internal and third party support applications
• Conduct training sessions in support of new and existing processes and technology
• Must be comfortable attending global conference calls, sometimes at off hours in support of global partners in different time zones
• Lead in-person and virtual training sessions for new application users
• Provide all level of customer supports for applications (phone/email)
• Level 1 responder and manager in support of systems issues and malfunctions
• Oversee quality control: ensure consistency, accuracy and compliance with system and company standards
• Ability to work virtually and with a global team in multiple time zones
• 2+ years’ experience supporting projects for financial services, customer service or in the hospitality industry
• Excellent Microsoft Office suite skills including Access and Project. Expertise in Excel and familiarity with PowerPoint are a must
• Good understanding of technology and project management methodologies and principles
• Impeccable attention to detail and accuracy
• Experience with producing and distributing publicly facing materials
• Ability to explain complex technology issues and concerns in non-technical ways
• Bachelors in Information Technology, Operations or Business preferred

CIB Tech-f&o Application Support Analyst Resume Examples & Samples

• Regional SME lead for Cross Asset Client Connectivity
• Work with other JPMorgan Technology teams (Infrastructure, Network, Security etc) to manage the implementation of new solutions, while adhering to JPMorgan procedures and policies
• Attend information sharing and group training sessions
• Participate in out-of-hours support, testing & exchange upgrades when required
• Must have previous experience with Fix and good knowledge of Fix protocol
• Previous experience with Ullink (Bridge, OMS) a strong advantage
• OS : MS windows, UNIX and/or LINUX
• FIX protocol
• Problem Solving Skills - natural inclination towards problem resolution
• Language skills. Ability to converse in different foreign languages would be an advantage (e.g. Chinese / Cantonese / Japanese / Korean etc)
• Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
• Develop and maintain relationships with technical staff, end users and clients
• Demonstrate creativity, innovation and high performance
• “Can do” attitude, which can identify problems, take ownership, and provide solutions
• Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
• Hands-on experience in Production Support
• Hands-on experience in data analysis/ SQL
• Experience in UNIX shell or similar scripting languages
• Strong analytical & trouble shooting skills required
• Experience working in financial services industry supporting mission critical applications is a big plus
• Prioritizing and managing tasks and resolving day-to-day application issues and client requests
• Liaising with vendor support contacts for the resolution of issues and bugs
• Participating in a number of projects ranging from software upgrades, to business-driven enhancements
• Incidents and problem queue activities support and closure
• Implementing ITIL principles in incidents, problem solving and change activities
• Has SQL and UNIX project experience for 3+ years
• Experience in L2 Production support
• Well versed with ITIL v3 concepts
• Willing to work in rotational shifts (APAC & UK shifts)
• Preferably from BNFS domain
• Need good analytical skills to drill down production issues
• Good to have –

Contract IT Application Support Analyst Resume Examples & Samples

• Liaison communication between IT groups and Application Project teams
• Track status updates, changes, application account creations
• QA application account creations, access, and use
• SAP application troubleshooting
• Documentation as needed – producing spread sheets, power points, etc
• Follow security policies while carrying out support
• Excellent communication skills via phone, email, and in person meetings
• Attend and coordinate conference calls and meetings
• Technical contact for application support and IT related issues
• Resolve technical failures in a timely manner, track issues, escalations, & resolutions
• Troubleshoot & solve common IT application issues
• Work on projects as needed
• Bring ideas for improvement forward
• Support setup and use of mobile apps
• Use ticketing systems for application end user support e.g. accounts, access, trouble shooting, and approvals
• 1-2 years of IT support
• Strong customer service skills, including ability to listen, interpret and explain computer related concepts in non-technical terms
• Windows experience required
• Mac OSX support experience required
• Experience with supporting web browsers including IE, Chrome, Firefox, Safari
• Desire to multitask and solve problems efficiently and quickly
• Hands-on experience with Microsoft desktop operating systems and software
• Knowledge of Microsoft Active Directory,
• Must have extensive knowledge of computer software
• Experience with a corporate IT ticket system like Remedy
• Experience with asset and software tracking preferred
• SharePoint experience preferred
• Support key MAM Front and Back Office Systems including Composer, Dimension etc
• Be pro-active in process improvement/automation to resolve regular operations issues
• Project manage operations components of key systems upgrades e.g. Trading System Upgrades
• End to end problem management responsibilities
• Unix shell/DOS batch scripting
• SQL Scripting, ideally with Oracle/SQL Server
• Java skills preferable
• Previous Control-M Batch experience preferred, but not essential
• Familiarity with ITIL Incident/Change/Problem management
• Ability to work in a demanding, fast paced funds business
• The ability to operate independently, to be proactive, and able to interact with stakeholders across all levels

Application Support Analyst Statistical Analysis Risk & Finance Tech Resume Examples & Samples

• Provide 2nd Level support for in-house applications
• Provide leadership and Off-Hours support, as needed, to resolve system problems during non-business hours or backlogs
• Provide daily support in order to ensure customer satisfaction. Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional
• Troubleshoot and resolve application or infrastructure issues. This requires detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems
• Technical expertise on multiple platforms is required
• Must have 5-7 Years of SAS product installation experience in UNIX/AIX environment
• Adding, modifying and deleting SAS users and user privilege
• Managing software license, both client and server, installation and compliance
• Participating in infrastructure projects to improve the SAS environment
• Perform backups and refreshes
• Prepare capacity planning and sizing
• Perform Disaster Recovery Activities
• Troubleshoot and resolve production break/fix issues in a timely manner
• Participate in major release and associated code migration
• Manage, coordinate, process GTI Upgrades and Maintenance activities
• Partner with other LOB's and RFT parties to create strong partnerships and relationships (ie; Exadata, GTI, GFO, Janus)
• Validate Release performed by interfacing applications(Janus, RDT,RDI, PUMA, IBIE, CORE, BP LE, Radar)
• Perform metrics reporting for senior management
• Microsoft Excel, Power Point and word are required skills
• Perform System Health Checks
• Monitor production batch processes and send consistent communications to senior management team
• Identify issues and open defects on ALM
• Open Peregrine tickets for production incidences
• Participate in Hygiene activities to create a robust environment
• Perform production readiness procedures
• Create change management incidences for production break fix and maintenance items
• Business Analysis and/or Financial knowledge is an asset
• BPM scheduling took is a plus
• Strong UNIX and SQL is a plus
• Oracle knowledge is a plus
• LRI application knowledge is a plus
• BS degree in CIS required
• Masters in CIS is a plus
• Provide first and second level of application support for Middle Office, Operations and Front Office teams which are located around the globe. Provide coverage which will require shift/rotation and occasionally might include weekend work to primarily India hours of operation; Work day will vary depending on shift and could start at 7 AM IST if on early shift; or end at 8:30 PM IST
• Be proficient and / or willing to learn server side process management and configuration and we able to do light Production deployments
• Applications that will be supported will include, but not limited to: Loan IQ, Business Objects Reports and Firestar. Additional applications being on-boarded include ACBS, eCLIPs, Chase Warehouse Lending, Promerit, Franchise Finance Website, Bulldog, ABLE, and Leasepak
• Responsible for application flow, including configuration, scheduling control and scripting. Knowledge of shell scripting, knowledge in C++, .NET and Java is an advantage
• Contribute and deliver Operational improvement projects. Identify potential threats and mitigate risks, act as a guardian of production services and change procedures are followed
• Drive continuous improvement of our processes and demonstrate initiative and creativity in problem solving

Unix & Windows Application Support Analyst Resume Examples & Samples

• Knowledge of the overall business operating models and underlying technical architecture
• Extensive database experience
• Excellent knowledge of PL-SQL, Oracle
• Basic Knowledge of web application Server
• Basic Knowledge of Batch scheduling
• Basic Knowledge of ETL
• Source code management products (SVN, Clearcase)
• Transfer pricing Domain
• OFSSAI Technologies, Basel module
• Total experience should be 6 months to 2 years in software Industry
• 6+ months of production support experience.( nice to have)
• 6+ months of experience with enterprise class scheduling software. Control-M preferred. (nice to have)
• 6+ months Experience on a UNIX platform, Oracle database and SQL
• 12 months years of Application Development work experience with enterprise ETL tool. Ab Initio preferred (nice to have)

Mis Application Support Analyst Resume Examples & Samples

• Strong Oracle 10g/11g development experience: SQL and PL/SQL
• Unix OS and shell scripting skills
• Strong understanding of the data attributes associated with Investment banking products and trading environments
• Proven ability to evaluate technologies and make recommendations on technical solutions to best solve business problems
• Certifications in Oracle
• Concepts and knowledge of Financials and Accounting
• Good Written and verbal communication
• Coordination Skills
• Flexibility
• Relationship Management / Partnership
• Work to manage and maintain Retail server frames deployment, partitioning, and capacity
• Work with application partners and architects, and participating in the design and documentation of the infrastructure and systems, building out the end-state solution, and working with production support teams to ensure a smooth transition into production
• Post-production, serve as a knowledge expert for issues that arise with the designed/implemented solutions. Provide technical decisions and direction when working with project managers, application developers, and business partners
• Act as an advocate for the customer's technical needs while ensuring compliance and adherence to all applicable processes, procedures, and standards and recommend solutions and alternatives in situations where they view efficiencies are not being obtained
• Work on include large-scale cross-function application environments, smaller simple application servers, systems re-engineering/re-design, and system/site moves
• 5+ years hands-on experience implementing Windows 2003/2008/R2, experience implementing Red Hat Linux servers (5.x), together with experience on AIX in a large enterprise environment
• 5+ years experience designing highly reliable/recoverable UNIX-based solutions that address specific business needs and requirements
• Working knowledge with SQL Server 2008/2008R2
• Experience planning /configuring and deploying Group Policy in a complex desktop and server environment
• Experience with determining correct solution sizing/scaling based on business requirements
• Solid experience with clustering, load balancing and high availability solutions
• Thorough understanding of web and FTP services
• Experience implementing WebSphere or WebLogic solutions strongly desired but not required
• Thorough understanding of storage related technologies from a server perspective; working with provisioned SAN, external/remote storage media, etc
• Knowledge of server to network interfaces, TCP/IP protocols, TCP/IP routing, IP switching, DNS and DHCP
• Experience supporting various directory services including Active Directory
• Leadership abilities: ability to drive discussions with client, provide leadership for UNIX team members, and explain complex issues to AD partners and senior management
• Must be able to remain focused on critical deliverables while remaining aware of simultaneous communications and issues
• Experience working in a "hands-off" environment driven with controls/process in place
• Application flow, including configuration, scheduling control and scripting. Knowledge of shell scripting, knowledge in C++, .NET and Java is an advantage
• Identifying potential threats and mitigate risks, act as a guardian of production services and change procedures are followed
• A quick-thinking problem solver, able to assimilate data rapidly in order to present solutions to day-to-day incidents
• Able to manage own work and mentor junior staff in technical areas
• Open to night shift, shifting schedules and split week work patterns

Iseries / As-application Support Analyst Resume Examples & Samples

• Good problem solving and analytical skills
• Ability to define, adhere to and contribute to process improvement and problem resolution processes
• Time management skills and the ability to schedule your workload
• Experience of large financial and banking systems
• Proven AS400/iSeries experience in a development and/or production support environment (with current knowledge of OS400, CL, RPG, ILE, MQ Series, SQL)
• Knowledge of GMI, ACBS, ROBOT, Turnover and ALDON vendor packages desirable
• Experience working in the Banking or Asset Management sector
• Experience in providing business application support
• Understanding of Windows, UNIX, SQL, Oracle, SSRS, Including strong database querying skills
• Provide time critical support to production publishing systems
• Work to tight deadlines
• Work closely with development teams
• Work directly with key business stakeholders
• Understand the data flow and management processes
• Manage and deploy software and data change requests
• Troubleshoot database and application issues
• Identify and provide proposals for process improvement
• Be involved in on-going project work
• Create and maintain operational documentation
• Be exposed to a mix new and old technologies
• Microsoft SQL 2005/2008/2012
• T-SQL / SSIS / SSRS
• Microsoft Windows 2008/2012 Server
• ASP/ASP.NET Web Applications/Services
• Exposure to scripting/programming languages
• AGILE (KANBAN)
• Working closely with portfolio managers to develop portfolio construction/optimization application
• Designing and implementing the next generation of portfolio construction and portfolio analytics visualization tool
• Very pro-active, delivery focus, strong experience on Agile programming

Application Support Analyst Undergraduate Intern Resume Examples & Samples

• Previous experience in customer service, help desk support or application support an technical environment
• Experience managing projects in a dynamic, team environment
• Superior Customer Service skills
• Knowledge of ITIL or other service management methodologies
• Experience or previous job history as a Business Analyst or Business Systems Analyst ITIL Foundation
• Preference for a candidate working towards a degree in a technology or business related field. Desired BS in Computer Science
• Work on some of the most complex challenges in large scale computing by utilizing your skills in data structures, algorithms, and object oriented programming
• Provide Level 2 Incident Management support for customer facing web applications with a goal of meeting business service levels. Take ownership of critical issues, enlist proper representation from other IT support teams and drive towards resolution
• Monitor and maintain operational readiness of Enterprise Applications including AWS hosted applications and provide 24/7 support as needed
• Support Autodesk enterprise growth and ensure stability through maintenance activities on various Enterprise Applications
• Work with open source tools, create API, rich dashboards and implement proactive monitoring
• Provide application support for multiple RPS applications,across distributed and mainframe platforms
• Work on production issues, queries, requests and if needed reach out to the AD oncall for resolution
• Work on production data updates
• Monitor issue trends, perform RCA and communicate the same to AD teams. Identify strategic optimization and
• Undergraduate degree Minimum 6 or more years current work experience in a distributed Java based environment is a
• Extensive experience supporting Level 2 applications or OS/DB platforms
• Good listening skills, in order to continually improve an application based on interactions with x-impacted teams and users
• Ambition, energy and enthusiasm will be a key trait to any individual's success in this role
• Resolving incidents and fulfilling requests raised by clients and ensuring they are completed in a timely manner with highest degree of customer service
• Working collaboratively and effectively with customers and other IT teams within the organisation
• Ensuring incident, problem and change management; and BCP processes & procedures are followed and adhered to
• Reviewing and proposing continuous improvements to operational processes and procedures
• Contributing actively to build the knowledge base associated with the service
• Participating in 24 x 7 on-call roster
• Provide 1st/2nd line application support to internal users and external clients
• Analyse moderate to advanced inquires and lead problem resolution
• Pro-actively identify areas where support queries can be reduced, and identify, document and potentially implement small scale solutions and encourage the global team to do this
• Communicate clearly and concisely, and escalate issues on a timely basis. Keep management informed of progress and issues
• Develop and maintain relationships with other technology teams
• Degree in Computer Science, Electronics, Physics, Mathematics, Engineering, Finance or Economics
• An understanding of the full software lifecycle
• Experience in application support in a Front Office/Trading Environment
• Knowledge of financial markets
• Knowledge of enterprise systems
• Project coordination experience required (coordination / follow-up of tasks handled by external teams, testing / acceptance of deliveries)
• Development and debugging skills in Unix, Oracle SQL/PL-SQL and Java/J2EE
• Significant day to day support experience in a banking or financial services environment required (functional and technical analysis)
• Graduate in Computer Science/information science or its equivalent
• 2 to 4 years of experience in the banking or financial services domain
• Other Value-added Competencies
• Knowledge of TRADE FINANCE fields is an significant advantage
• Experience working in a banking environment is preferable
• Ability to communicate with the counterparts in China is Mandatory
• 12+ months of production support experience
• 6+ months of experience with enterprise class scheduling software. Control-M preferred
• 36+ months years of Application Development work experience with enterprise ETL tool. Ab Initio preferred
• Total experience should be 7 years in software Industry
• 6+ months of production support experience
• 60+ months years of Application Development work experience with enterprise ETL tool. Ab Initio preferred
• Application flow, including configuration, scheduling control and scripting
• At least 3+ years experience supporting of mission critical systems in a high pressure environment
• At least 2+ years experience in SQL and relational databases
• Experience in at least one or more of the following technologies, including automation scripting
• Partner closely with Application Development, Testing teams, all data consumers, and other dependent support teams
• Participate in on-call rotation for application support, including weekends and off-hours
• Improve productivity, supportability and efficiency by automation of repeatable tasks using tools and scripting
• Produce production metrics
• Performing a daily health check of intra-day/overnight system batch processes
• Prioritising and resolving day-to-day systems issues and client request
• Participating in 24*7 on-call roster
• Involvement in a number of projects ranging from software upgrades, to business-driven enhancement
• At least2+ years experience in SQL and relational databases
• Degree in Computer Science, Electronics, Physics, Mathematics, Engineering, Finance or Economics is essential
• Experience in application support in a Front Office/Trading Environment is preferable
• Knowledge ofenterprise systems
• Runs technical bridges, as required and leverages experience and organizational knowledge to reduce MTTR (Mean Time to Recover)
• 5+ years experience working in both Unix and Windows environments
• You have at least 2 years of Application Development work experience in a client server and or Web environment that demonstrates exceptional technical design, coding, testing and debugging skills
• 2+ years experience with .NET
• 2+ years experience with a Oracle
• In addition, you will be qualified if you understand business requirements, can write functional requirements, develop detailed technical designs, and build / unit / system test application code
• Strong working knowledge of Oracle RDBMS
• Proactively monitoring system health and respond to alerts to provide high availability and performance of the application set including automation of healthchecks
• Problem, change, incident management and automation of application/system monitoring
• Contributing and deliver Operational improvement projects
• Ensure incident, problem and change management; and BCP processes & procedures are followed and adhered to
• Review and propose continuous improvements to operational processes and procedures
• Contribute actively to build the knowledge base associated with the service
• Participate in 24 x 7 on-call roster
• Participate in the on call rotation to ensure after hours coverage is required
• Responsible for assisting Level 1 and 2 Customer Support Analysts in the timely resolution of customer support issues through providing training, advice, recommendations, consultations, conference calls and problem escalation
• Coordinate special requests from users that require in-depth or specialized knowledge of both property and business applications
• Perform small group training and provide documentation as needed
• Write and maintain queries using SQL, to troubleshoot and solve DB issues
• Research and troubleshoot all issues prior to escalation to Development, including gathering information needed to produce fixes and enhancements, documenting steps to reproduce problems in house, review and verification of enhancement requests and directly interfacing with customers to manage problems through to timely resolution
• Responsible for answering customer calls from the Customer Support telephone call queue, email and web to ensure the highest level of customer satisfaction and customer service possible
• Continually transfer knowledge to the department
• Must have good customer service as well as technical, analytical and problem solving skills, good written and verbal communication skills
• 5+ years of experience in SQL support including query writing. May modify or edit existing support scripts
• Thorough working knowledge of HEAT call tracking software and its application to our operation
• Excellent troubleshooting, diagnostic, process, and procedural skills to include: root cause problem analysis, a mindset which allows them to continue looking for a solution when others might give up, and the ability to approach a problem from more than one angle to find a timely resolution
• Reviewing and propose continuous improvements to operational processes and procedures
• Gaining business understanding of how the product is used
• Working closely with the Digital and eComm team to ensure compliance with Incident, Request, Problem, Change and Release processes and procedures
• Providing documentation as may be required
• Providing reports to track progress
• Identifying improvement opportunities in the project/applications/processes
• Suggesting process and procedure improvements
• Understanding the business that the application and infrastructure supports

Application Support Analyst Associate Resume Examples & Samples

• USRRP-Axiom - Local Regulatory Reporting for US
• DaVinci - Third Party Regulatory Reporting application
• FRS Financial Analytics - Third Party Regulatory Reporting application
• Finarch , Brussels- Third Party Regulatory Reporting application
• Autosys , ControlM- Scheduling, monitoring and alerting infrastructure
• Unix shell scripts
• Coordinate with client and support teams on issues
• Analysis of the problem statement and suggest solutions
• Communicate with all stakeholders on problem statement, possible solutions, intermediate issues and overall status of work assigned
• Coordinate with Build teams for all changes, documentation and handover
• Knowledge of incident / problem management
• PL/SQL Stored Procedures support/development
• ClearCase version control software
• Effectively adapt to necessary changes in work requirements, roles and responsibilities
• Ability to work under pressure and deliver on time

Gid L Gnap Application Support Analyst Associate Resume Examples & Samples

• Basic project management such that one can lead the execution for any owned tasks, milestones, or projects
• Excellent oral communication across multiple levels of the organization from engineers, users, and different managers. The ability to work well at multiple levels of the organization
• Excellent written communications to assure email clarity and professionalism with users and team members
• The ability to challenge other functional staff around service, and drive calls to resolution during incidents
• Basic knowledge of db and how it relates to applications
• Experience with existing GTI tools
• Experience using call/ticketing software
• 2-3 years experience with Linux and Shell scripting
• 2-2 years of experience in Perl/scripting language and / or Java
• Deliver 1st and 2nd line support for Equity Cash, Portfolio Trading and Derivatives OMS and execution platforms
• Manage releases of new and existing applications to the production environment
• Perform analysis and testing of new and existing applications as required
• The candidate will be required to look across the entire production environment to aid continuous improvement with the state and supportability of production systems
• Build and maintain relationships with business users and other stakeholders
• Work closely with Development and infrastructure teams to ensure that issues and defects are reported and actioned and meet business requirements and timelines
• Work closely with other Tradeplant team members across the Asia Pacific region and globally to ensure consistent service delivery and standardisation
• Expertise in providing trading application support to cash equities and derivative traders
• Working knowledge of order flow, Cash and FFO market access and exchange gateways
• Technical expertise in the following:- Fidessa FTW, OMAR, AMMA, FDA, ORC
• Experience in support of high touch traders use of Algorithmic trading strategies - VWAP, TWAP (Clock), IS, POV, MOC, Get Done
• Creative Thinking
• 6+ years of experience in IT operations
• Demonstrated knowledge of ITIL processes
• OS and Web support, IIS, Tomcat, and/or Apache experience required
• Monitoring experience required (Tivoli, Apica, Topaz, VCOPs, App Dynamics)
• Excellent analytical and problem-solving skills
• Ability to work with Application Development , Business Analysts , Quality Assurance and associated Technology/Operations Teams to understand all application layer functions and related downstream
• Experience with IT Risk projects
• Experience with operations capability projects
• Database support; SQL and DB administration experience preferred
• Interact with various teams to ensure a stable production environment, including but not limited to client facing support, application developers, business analysts, infrastructure, build & deployment and quality assurance
• Develop strong working relationships with the business and aligned application and infrastructure support teams to assist in support issue prioritization
• Perform timely escalation of critical production incidents and proactively identify patterns of recurring incidents to improve service stability
• Maintain documentation on issue corrective actions in-line with best practice to ensure knowledge accessibility and continuous learning amongst the team
• Work directly with other members of the development, project management and business teams
• Application Change Management - Decision making and approval of all changes, assess risk/benefit, and coordinate with Service Delivery Managers and Chase business teams communication and timing
• Batch Monitering
• Perform hands on triage and break fix (level 2 and 3 support), adhoc reporting, code walk-thrus, and core processing internal wellness checks
• Responsible for small development projects and initiatives which will include new functional requirements, process tuning and "Break" fixes
• Work within prescribed Chase Card Services development methodologies and standards
• Support changes/applications post implementation by debugging, fixing, and participating in maintenance releases as needed
• Become knowledgeable and familiar with the overall ES platform, and subject matter expert on your particular subsystem. Travel may be required for training on the ES platform
• Stay abreast of new technology and methods to optimize development for the enterprise
• Mentor and provide technical guidance to other Application Developers on the team
• Participate in Testing, Implementation Planning and Execution of complex applications
• On a day-to-day basis, you'll be expected to
• Create technical specifications, Develop code and test for small business requirements, process improvements and break fixes
• Perform Daily Production Monitoring and Reporting
• Provide first call level production support for the suite of applications
• Provide technical and programming support and mentoring to Application Developers
• Develop error free code that complies with all code standards and methodologies
• Bachelors degree in Computer Science or related field of study or equivalent relevant experience in mainframe programming
• 2-4 years of experience with large mainframe based applications built with Cobol and DB2. - Other Mainframe Technologies that would be nice to have/added plus: IMS/DB, CICS and MQ Series
• Mainframe Tools - EasyTrieve, CA7, Changeman, Sync Sort
• Experience and knowledge of change management, implementation planning and release management
• Experience and knowledge of in code management and versioning methodologies with experience with a leading code management tool
• General experience of credit card industry experience not required but preferred
• Ability to work well either independently or as part of a team

Tech Application Support Analyst Resume Examples & Samples

• Interface and support for all technology related matters in Romania ICG business, including (but not limited to) the problem management, reporting activities, testing, documentation
• Maintain, support and assist in the testing of changes to applications and their operating environments
• Ensure the availability of applications for the client and deliver problem management resolution. May provide technical solutions/developments (fixing application problems, small app enhancement, local reporting tools for situations where regional/global tools are not available)
• Support of offsite business recovery and technology disaster recovery testing
• Ensure the technology policies are followed
• Establish and maintain effective working relationships with technology developers team, with local ICG operations and with regional technology groups, when required
• Understand business plans and ensure that technology solutions are in line with business needs
• Ensure the highest quality of customer service for the ICG business and clients in the country
• Monitor service delivery and address any service delivery issues / outages with the ICG business, ensuring all technology units respond in a coordinated manner to address issues
• Ensure all application development projects are fully compliant to strategic architectural roadmap for ICG business as clarified by regional product architects
• Work closely with in country, regional and global support teams (Data Centres, product support teams, centres of excellence, etc.) to identify and highlight areas where support model for country can be improved, optimized
• Perform various administrative activities as required within One tech department
• The successful candidate will have experience in the following areas
• Must be able to interface on both technical and business aspects with various levels within the organisation (e.g. CBM, SCOO, CCO, Product heads for Region, Junior Engineers etc.)
• Good interpersonal, communication, leadership and management skills
• Strong organizational and follow-up skills and the ability to multi-task effectively in a high-volume environment
• Customer-oriented
• Relationship building and influencing skills
• Strong problem-solving skills and analytical approach
• Team Oriented with a collegial approach to addressing challenges
• Ability to remain calm and objective in a high-pressure environment
• Ability to work in a team of diverse skill sets and cultures
• Ability to influence remote teams
• Good communication in English and Romanian
• B.S./B.A. degree level is desirable, although relevant experience and strong track record more important
• Design, develop and implement strategies to improve overall efficiency of the WTS support model to maintain and exceed applications availability SLAs
• Providing subject matter expertise in the management of the Back Office Suite of Applications including but not limited to PrimeOE, TDSS REC, Wealth Client Onboarding, Wealth Transfer System, Ticketing Application, Arrow, Cornerstone, DRIPS and CASE
• Taking a lead role within the team for a group of applications including managing Priority 1/2 issues, communicating incident updates to business partners and management teams, monitoring/managing problem ticket queues, escalating with internal/external support teams, and taking a lead role or assisting with creation of Post Incident Reviews as required
• Provide Level-2 support for multiple applications across distributed and mainframe platforms
• Work on production incident management, business request, application recovery, disaster recovery, functional account management
• Perform application monitoring, job scheduling, file transfers, outage management and change management
• Coordinate with AD teams or other teams to perform RCA
• Post patching and hygiene validations
• Effectively document processes and update Knowledgebase
• A minimum of three (3) years of experience in a development or production/support environment with first-hand experience in incident management and change management
• Ability to perform root cause analysis and perform critical thinking around driving an issue to resolution.-Technical experience supporting distributed platforms
• Experience maintaining SharePoint sites and Confluence
• Two (2) to three (3) years experience in UNIX
• One (1) to two (2) years experience in Database (MS-SQL, Sybase/Oracle.)
• One (1) to two (2) years experience in Unix scripting such as ksh and perl
• One (1) to two (2) years experience using scheduler software such as Control-M, Autosys
• One (1) to two (5) years experience with file transfer software such as WinSCP or FileZilla
• Basic knowledge of networking technology
• A minimum of five (5) years of experience in a development or production/support environment with first-hand experience in incident management and change management
• Ability to perform root cause analysis and perform critical thinking around driving an issue to resolution
• Technical experience supporting distributed platforms
• Prefer a Bachelor of Science degree in a technical field
• Prefer financial industry experience, credit card and/or payment systems experience
• Development experience highly desired
• Knowledge of mainframe and/or tandem platforms a plus
• Experience with Oracle Database
• Ability to work well in a team oriented, agile environment
• Specific Technical and Business Skills
• Required 3+ years minimum experience in IBM WebSphere environment
• Ability to create and manage scripts and using CA products
• Strong knowledge of Wily, Splunk, Foglight, Interscope, Nagio monitoring tools
• Experience in planning and executing HA/DR activities and driving BCP strategies and perform tests and reporting
• Strong knowledge of UNIX operating system
• Strong ITIL knowledge and processes of Incident/Change and Release management
• Experience in working on monitoring tools like Tivoli, Site scope etc…
• Required prior experience working at a large tier 1 global financial institution
• Strong understanding of Web Services
• Strong working knowledge of Java 1.6+, WebSphere Application Server 7/8.5
• Ability to use Maven for build automation
• Ability to work with existing code as well as expertise to produce solutions bottom up
• Experience with Rational Application Developer/Eclipse IDE
• Working knowledge with Oracle Database configurations and performance management
• Thorough knowledge of SDLC (Software Development Life Cycle)
• Experience with Source Code management techniques/ tools
• Demonstrated teamwork and ability to work with diversified multi-location team
• Strong interpersonal skills and time management skills
• Preferred skills
• Exposure to Appway™ tools and development processes
• Experience with supporting web based client facing financial systems
• Understanding of the Private Banking business
• Prioritizing and resolving day-to-day systems issues and client requests in a timely manner, effectively managing client expectations and escalating where appropriate
• Experience with Java (SEAM), VB / VBA and Access applications, Oracle databases, working knowledge of Access, Sybase and SQL Server databases
• Knowledgeable in applications and systems fit into wider infrastructure, e.g. networks, DMZs, firewalls
• Design and Build tools to enhance the support function
• Produce production metrics and Senior management Scorecards
• Experience : 5-7 years of work experience in Applications Support / Infrastructure Support Environment
• Ability to comfortably use and adapt to a number of different technologies to analytically direct the team to resolve complex issues
• Strong working knowledge in UNIX/Linux/Windows and Oracle/SQL Server (SQL Querying, SP, triggers, views & other DBO.)
• Resolution of any incidents within SLA
• Management of any issues arising
• Addressing any change requests raised by Salesforce Application business users
• Developing solutions to solve business problems and enhancing functional performance
• Developing application test plans and undertake test related activities
• Ensuring the reliability and availability of the Salesforce Application
• Working alongside development & support teams internally & externally
• Degree educated or relevant experience
• Previous experience of supporting and implementing applications in a large environment
• A working knowledge of LAN, WAN and Operating systems (Windows or I-Series) is desirable
• Previous client-facing experience
• Knowledge of ITIL processes is preferable
• Knowledge and experience of any of the following would be an advantage but not essential: Salesforce administration, Salesforce force.com declarative configuration, Apex programming, Enterprise Architecture methodologies specifically including SOA and web-service interfaces, ETL architecture
• Strong Business Partnership
• Establishes and maintains working relationships with the various different businesses that are supported
• Manage expectations with the Business
• The ability to provide 1st level support onsite for all production JPMorgan applications
• The ability to understand and communicate business flows and local nuances impacting business
• Handle internal and external customer inquiries
• Managing User / Client Set-ups and business expectations
• Exchange / Banking connectivity understanding at various levels i.e. Infrastructure and Application stacks
• An understanding of location regulatory / compliance rules / risk and control
• Ability to react, escalate and engage the right people to manage System Alerts in a timely fashion
• Understand the essence of the business(s) and deliver first class support
• Works in an open and engaging manner across all internal teams to ensure proper service delivery
• Contributes / refines appropriate support and knowledge management for existing products
• Engages to collect business requirements and implement new functionality
• Participates in out-of-hours support and testing
• Participates in Disaster Recovery, SABRE, exchange and Street-wide resiliency activities in support of applications and the business
• Minimum holding of Bachelor’s degree in Computer Science/Information Systems, or equivalent
• Fluent in English both conversation and writing skills
• Minimum7 years of IT experience with background in security engineering, application development/support, or equivalent technical production support experience (Required)
• Minimum 7 years of experience with background in support of the Internet/Intranet/Web Base Application or Internet Banking (Required)
• Minimum 5 years of experience in working with the Incident Management, Chang Management, SDLC, and Production support experience
• Must have full life-cycle development experience in a large financial services firm, preferably in Banking & Securities
• Strong technical skills in these areas: Oracle, JAVA, JSP, SQL, CITRIX, SiteMinder (Moderate to expert), Weblogic/Webspshere (moderate to expert), UNIX (Moderate to expert)
• Ability to influence and lead technical conversations with varied Technology support groups (Required)
• Experience in Banking and/or Securities business is advantage
• Microsoft Windows Server 2008-2012 administration (essential)
• Microsoft IIS 7-8 configuration and support (essential)
• Microsoft SQL Server 2008-2012 basic administration (essential)
• Linux CentOS 6+ administration (essential)
• Exposure to SAP NetWeaver (beneficial)
• Good understanding of infrastructure technologies and principles, e.g. VMware, networking, VPNs, load balancing
• Support of applications published through Application Virtualisation technologies, e.g. Microsoft RDS, Citrix (beneficial)
• Experience with troubleshooting principles, methodologies, and issue resolution techniques
• Experience of medium/large scale solutions, distributed systems, scalability and bottlenecks in global environments
• Understand application level security policies
• Ability to understand the business goals of the end users and the business in general
• Experience of working with software development teams using Agile methods
• Strong delivery focus and passion for quality and innovation
• Respond to support issues and service requests, providing appropriate advice and solutions within agreed SLAs/OLAs
• Escalate issues and requests in accordance with designated processes and procedures, including supplier and senior management escalations
• Take part in weekly on-call rota to provide 24/7 support and be available for out-of-hours work when required
• Deliver assigned projects on time and with a focus on quality, working in collaboration with other technical teams and business stakeholders
• Work according to IT Service Management processes (ITIL), e.g. Change, Incident, Problem Management, etc
• Participate to the Service Transition process for bringing new applications into the support process
• Contribute to the definition and management of the applications support model and associated processes
• Contribute to the proactive management of support applications including performance, scalability, capacity, compliance, security, supportability (including patching) and maintainability
• Create and maintain documentation (processes, procedures and wiki information) for supported applications
• Maintain and enhance performance of supported software and applications across the organisation
• Identify and recommend support process improvements
• Contribute to the development and documentation of policies and procedures for consistent applications management
• Assist in developing and documenting IT business continuity and disaster recovery procedures
• Performs in-depth analysis of production problems, identifies root causes, and recommends solutions to resolve application malfunctions and prevent recurrence
• Assumes the role of Lead Support Analyst on major projects and strategic initiatives, interacting and collaborating with team members and other departments, as appropriate, in order to gain knowledge relevant to application support (such as understanding new functionalities, what parts of the system is being changed, and required environmental changes) to ensure successful implementation of the environment changes
• Writes and executes unit test cases and assists project teams with integration and user acceptance testing as required to ensure that the applications function per specifications
• Completes project deliverables (e.g., assists in the building of project check lists) in order to contribute to project implementations
• Participates in Disaster Recovery exercises, as a member of the technical recovery team or control centre and contribute to the success of the Disaster Recovery tests
• Possesses a university degree and 5+ years of technical/application or production support experience in the Canadian Equity space
• Previous experience working in or supporting a trading room environment, high degree of familiarity with various products (equities, options, futures etc.), trading systems, market regulations and market data applications
• Specific experience with or exposure to FIX protocol is considered a strong asset
• Exhibits solid knowledge of networks and databases
• Is comfortable working with UNIX/POSIX environments
• Completion of Canadian Securities Course (CSC) or actively is considered a strong asset
• Broad understanding of a significant segment of trading business processes, methodologies and industry standards
• Exhibits solid analytic ability for complex problem solving

L Lead Application Support Analyst Resume Examples & Samples

• Acting as Level 1 point of contact for the business supporting a number of business-critical services and applications
• Prioritizing and resolving day-to-day system events, alerts and known issues
• Responding to client requests including IVR (Interactive Voice Response) experience
• Involvement in a weekly/monthly patching activities and business-driven changes/enhancements
• Managing rosters and ensuring that the tasks of the team are performed diligently per expectations

Aiocapitalmarkets Application Support Analyst Resume Examples & Samples

• Proactively monitoring the system health and respond to alerts to provide high availability and performance of the application set including automation of healthchecks
• Problem, Change, Incident management and automation of application/system monitoring
• Offering consultancy and hands-on support for the transition of new services into the production environment
• Working closely with peers at other geographic centres around the world using a "follow the sun" model of application support
• Knowledge of processes around production support
• Flexible to work in EMEA shift and be part of the rota for overnight and weekend on-call support
• Certification in ITIL - Service Operate would be a huge benefit
• Provide proactive and reactive support to application and operational issues across both production and non-production environments
• Liaise with other support and development departments where necessary to ensure incidents are resolved quickly and efficiently
• Review and implement improvements to the support process
• Follow the release and change process
• Plan, execute and review maintenance tasks and deployments
• Experience of supporting Java applications
• Experience working within financial services
• Experience of working within an ITIL framework
• Experience working with market data
• Knowledge of enterprise backup infrastructure
• Provide daily support to end users in the front, middle and back office
• Analyze and propose improvements to business processes, system performance and data integrity; reduce manual processes and increase automation
• Provide hands-on application support for mission critical systems pertaining to
• Employee Assistance Program
• Health Advocacy Services
• Basic Life & Accidental Death & Dismemberment Insurance
• Voluntary Life & Accidental Death & Dismemberment Insurance
• Short Term Disability
• Group Long Term Disability
• Travel Accident
• Health Savings Account
• 401(k) (50% employer match up to IRS limit, 4 year vesting)

Application Support Analyst Japan Rates Resume Examples & Samples

• Athena xLOB agenda. Together with the rest Athena community in the region, define the support procedures for Athena that will be shared by different teams and LOB, reuse tools and build support tools where applicable
• Problem and incident management
• Incident review
• Support and monitoring of the STP feeds
• Oversight of the Athena batch
• Clear analytical thinking and excellent communication skills
• Self-starter & ability to work in a team or autonomously when required
• Object oriented programing
• Python, C++ and/or Java
• 4 yrs of work experience
• Degree Holder
• Application Monitoring and Event / Alert Management
• Incident Management (L2 support)
• Request Management (L2 support)
• Change Management (Prod Verification activities)
• Problem Management (Identification and Investigation)
• Risk Management (User Access Review/ Production Business Continuity tests)
• Automation of Manual work items
• Work in a rotating 24x7 shift roster to address business user requests, resolve support issues and monitor batch job processing
• Contribute to Problem record identification, investigation and resolution
• Contribute to Application maintenance activities
• Contribute to Business Continuity and Disaster Recovery exercises as part of Production Assurance and Technology Resilience
• Contribute to change management which include scoping, review and
• Preparation of change documents, implementation and post-change testing
• Contribute to maintenance of systems operational documentation and knowledge management processes
• Contribute in environment-related activities as part of change management through system configuration, environment patching and system maintenance
• Contribute to proactive activities through automation of manual work items and introducing enhancements in the Production environment
• Ensuring support processes are followed in alignment with broader IT operations teams/processes
• Strong understanding of databases (Oracle and MSSQL)
• Strong understanding of datawarehousing and ETL principles
• Strong understanding of Windows Servers
• Strong understanding of ITIL processes. Usage of tools to enforce and support these processes such as Remedy is a plus
• Experience with working on ETL platforms such as SSIS and Procedural language extensions such as PL-SQL and T-SQL is preferred
• Experience on PowerShell, Batch or UNIX scripting is preferred
• Hands on experience of working with Regulatory Reporting systems is or similar BI tools ( like SAS, OBIEE, BO) is advantageous
• Understanding of general ledgers, balance sheets and finance systems and/or regulatory rules will be big plus
• Effective communication, relationship and stakeholder management skills
• Willingness to accept responsibility and work as part of a team
• Strong client service focus and willingness to respond to queries and provide deliverables within prompt timeframes
• Flexibility to deal with changing priorities and multiple work streams
• Ability to prioritize tasks effectively
• Ability to raise and discuss any and all issues in a timely manner
• Ability to proactively identify challenges and opportunities for the team's overall improvement

Cognos Application Support Analyst Resume Examples & Samples

• Creating, enhancing and maintaining relational/DMR/OLAP metadata Framework Manager Models to support business requirements
• Define and follow Cognos development best practices
• Write and maintain technical specifications that describe program development, data modeling, coding, testing, changes and corrections
• Analyzes, troubleshoots and tunes product performance and fixes deployment issues
• Bachelor degree in computer science (or related field)
• Good understanding & knowledge of Database & Data warehouse concepts
• Must have recent experience in Cognos 10.x version
• Proven creative problem-solving abilities

Qlickview Application Support Analyst Resume Examples & Samples

• You will be responsible for providing L1/L2 Support. This will involve supporting the application (online and batch processes) and resolving customer issues and queries
• You'll use production support procedures to support Control Room functionality and contribute to support documentation
• You will identify and troubleshoot application code-related issues to provide superior feedback for approved user documentation
• You will perform research and development tasks where required with guidance and supervision
• Qlikview experience of 4-6 years
• Experience developing in QlikView version 11 and above
• Proficient in Qlikview Developer & Designer
• Understanding how QVDs work with QlikView to provide a scalable and reusable data layer
• Design and develop effective QlikView data models and front end applications using QlikView
• Extract, transform and load data from multiple data sources into the QlikView application
• User interface knowledge (tables/graphs/charts/expressions/tabs)
• Experience with Set analysis, Extension objects and Qlikmaps
• Tune data loads and QlikView application for efficient performance
• Experience with Business Intelligence tools, methodologies, responsibilities
• Experience writing SQL queries, executing and debugging them
• Fast learner with strong analytical and problem solving ability
• Follow implementation standards
• Ability to work alone and as part of a large team

Mainframe Application Support Analyst Resume Examples & Samples

• Work as part of the operate organization to deliver Production Management objectives
• Develop strong technical expertise in Mainframe technology and application support
• Proactively identify and communicate issues, leveraging standard alerting tools, and work to resolve issues liaising with 3rd party resolver teams as necessary
• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, and resolve for Mainframe applications
• Support deployment activities into production environment
• Participate in incident and crisis management events, supporting resolution activities and providing regular status updates to front-line support teams
• Experience between 4-7 years in Mainframe systems development or support
• Cobol/Natural – Basic to Moderate knowledge
• JCL – Moderate to Extensive knowledge
• CICS – Basic to Moderate knowledge
• Database/File Structure
• Basic understanding of any Mainframe database structure viz. DB2 or Adabas
• Job Scheduler: Control M /CA7 - Basic or Moderate
• Scripting (a plus): Rexx (optional)
• Know how of integrated systems with distributed platform acting as front end interlacing with Mainframe at back end
• Functional know how of Custody or Securities domain will be added advantage

CIB Application Support Analyst Resume Examples & Samples

• Previous customer service delivery of technical systems
• Good working knowledge of Unix , Oracle,
• Telephone Skills - polite mannerism/informative/helpful
• Teamwork and co-operation - Ability to gel and work in a team oriented environment

CIB Application Support Analyst Shared Services Resume Examples & Samples

• Good working knowledge of Unix , Oracle
• Communication Skills - ability to explain/understand relevant issues
• Customer Service Orientation - build positive working relationships with customers at all times providing realistic information and managing their expectations
• Provide applications support on a daily basis including, reviewing problems reported, prioritizing and researching these problems, determining the solutions and seeing them through to full resolution
• Documents processes and procedures required for support
• Learns new applications and functionalities as they arise
• Participates in special projects, such as the implementation of a new tool or application
• Minimum of three years of experience with developing and implementing applications, including
• Provide technical and functional support to all our end users from Front Office, Middle Office, Back Office, and the other departments such as Finance, Credit, etc
• For each issue, understand the impact, assess the priority and look for rapid solutions or workarounds
• Investigate the issues raised by researching for similar incidents, learning the data model and checking the data and service logs
• Take full ownership of issues raised and escalate where needed to other support teams or to the Level 2 support team
• Keep the user updated with the progress of his issue and follow up with Level 2 and with the development teams for defects
• Organize meetings with the users to follow up and achieve progress on the issues they are facing
• Serve our Geneva based end-users and support remote locations in EMEA
• Provide feedback to development on application requirements helping to prioritize fixes and liaising with end-users for acceptance after researching and diagnosing bugs
• Knowledge of Banking products and interest in the finance world
• Communication skills, customer orientation
• Highly disciplined and process oriented - attention to detail, high level of accuracy
• Outstanding ownership and dedication to the role required
• Analytical skills and validation skills
• Perfect command of English, knowledge of other languages used in our EMEA offices highly appreciated
• Diplomacy skills, team player and leadership skills
• Systems knowledge : Unix user level and a good SQL expertise
• CFA or other Financial accreditation is highly appreciated
• Exposure to following is an asset: SWIFT Alliance, Content Management, Business Object, Murex
• Awareness and exposure to change management methodologies and best practices
• Continued dedication to providing best of class service at all times
• Code deployments to production, pre-production systems
• Manage upgrades of Apache and Tomcat servers and all 3rd party software
• Follow appropriate change management procedures to manage and document changes to production systems
• Participate in UAT testing and production release sign-off for JPMM and other LOB apps
• Analyze the potential cross-LOB impact of data processes and projects
• Liaise with global support team
• Weekend and out of hours work is required
• Industry Understanding - previous experience of Investment Banking industry preferable
• Initiative - ability to think proactively
• Proficient at Unix and Unix Shell Scripting
• Good at TWS and Control M
• Knowledge of Peregrine Service Center, Sharepoint and Wily would be an added advantage
• ITIL Knowledge / Certification will be preferred

Senior Production Application Support Analyst Resume Examples & Samples

• Z/OS utilities/file structure (VSAM)
• IMS/DB2 utilities
• INFOMAN, ServiceNow
• FTPS/Feedhub, MQ

Entry Level IT Application Support Analyst Resume Examples & Samples

• Provide application support for the GVDS Global Track & Trace (GT&T) solution in the US. Support the GVDS Follow the Sun support model for other regions, mainly in Asia Pacific (Thailand, China, Australia). The language used will be English. Ability to work in a light shift model, late shift ends 9 pm
• Ability and willingness to engage in a global team rota for on-call support during week days
• Supports application and service management in line with ITIL/ IT Service Management (ITSM) processes: Incident, problem, event, access management and request fulfillment, change, capacity, availability, service continuity management, and development of related metrics, e.g. Critical Success Factors (CSF)/ Key Performance Indicators (KPI)
• Ensures security management activities are instituted, e.g. Sarbanes-Oxley (SOX) evidence gathering, System Control Review Program (SCRP), Application Control Review (ACR), application access reviews (AAR), annual risk assessment, review of adherence to data protection and global information standards, and audit support and follow-up
• Drive continuous reviews of portfolio stability and of the application life cycle, e.g. technology renewal, business continuity, disaster recovery planning/ testing, security & controls and criticality related assessments
• Ensures utilization of appropriate Ford processes and tools, e.g. ITSM, system development methodologies (SDM, AGILE), support transition/ Support Engagement Framework (SEF), HTEAM, SiteScope, etc. Has the willingnes to get engaged with tools of cooperating organizations, e.g. Application Development/ AGILE tools
• Communicates effectively with business partners and IT teams to support day-to-day operations (e.g. resolving incidents, gathering SOX evidence, performing disaster recovery)
• Leads project(s) within an application portfolio to improve overall operations performance (e.g. 8-D, 6-Sigma), special projects, or management initiatives
• Supports the portfolio teams knowledge management and documentation structure and maintains corresponding repositories
• Knowledge of ITIL Service/ Processes and ISO 27001 information security standard
• Technical knowledge of UNIX/Linux, SQL Server Database
• Ability to work independently as well as in a global team (Europe, NA, AP, South Africa etc.)
• Ability to communicate with different management levels as well as with business management and internal and external partners
• Service oriented, covering service levels in co-operation with part time resources
• Cultural awareness and capability to work in a global team
• Technologies or other equivalent qualification and work experience of more than 2 years
• CCT Corporate Compliance Technology
• CFT Corporate Functions Technology
• CST Control Systems Technology
• EAA Enterprise Access Administration
• GIAM Global Identity & Access Management
• HRT Human Resources Technology
• TOC Tech Ops and Controls
• Work as part of the L1 team to deliver against core business objectives and the target operating model
• Reporting directly to the regional L1 Manager, provide day-to-day application support within the production environment to a standard that meets or exceeds Operational Level Agreements
• Assist with the transition of production application support tasks from other towers into the L1 Team in order to realise increased service optimisation through economies of scale
• Assist with the on-boarding of new application production application support tasks from our AD partners into to the L1 Team in order to realise increased service optimisation through economies of scale
• Continually analyse service metrics to identify production resiliency improvement opportunities and present findings to technology stakeholders to discuss, agree and implement solutions
• Fully participate in the support rota to ensure adequate business support coverage
• Initially the global team will provide 24x5 on-site support
• In the short term the global team will move to provide 24x7 on-site 365 days per year
• Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of CTR tools, platforms and working practices
• Solid investigation and analysis skills in order to recommend value-add solutions in problem focus areas
• Technology degree education level or 2+ years practical work experience in a time-critical, technical support environment, ideally with a financial institution
• Must have 5+ years of experience in Finance and application support
• Experience administrating systems
• Project management experience implementing or upgrading software, systems or services
• Advanced Microsoft skills in Excel and Outlook
• Good communication and business skills
• Familiarity with any of the following Finance Applications a plus: Workday, RevPort, Concur, Axioma, or Anaplan
• Experience with SQL or similar a plus. If no experience, then an ability/interest in learning basic SQL skills
• Delivering high quality service to Global Wealth Management front office, middle office, operations and technology employees
• Providing support on the key applications: Client OnBoarding and Workstation
• Using your knowledge and exemplary customer service skills to resolve phone and email inquiries regarding creating clients, KYC completeness, account opening, data quality issues, application usage/errors, workflow questions, and other miscellaneous items
• Documenting all inquiries, troubleshooting steps and resolutions in HP Service Manager
• Ensuring the accurate and timely escalation and resolution of all inquiries
• Participating in User Acceptance Testing (UAT) phases for defect fixes, enhancements, and other strategic initiatives. (Will require weekend work.)
• Working with the business, technology, and operations to manage competing priorities
• Creating/updating knowledge documents and reviewing with team during formal knowledge sharing sessions
• Ad-hoc management reporting as required
• Private Bank, Private Wealth Management or Chase Private Client experience preferred
• Undergraduate degree preferred; concentration in Finance or Business Management a plus
• 2 - 3 years of financial industry experience
• Experience with client onboarding, KYC, account opening, trusts & estates
• Using/supporting the Client Onboarding and Workstation applications a plus
• Investment products, Brokerage or Securities industry experience a plus
• Technology call center experience a plus
• Intermediate-to-advanced knowledge of Word, Excel, PowerPoint and web-based technologies
• Ability to communicate with all levels within the Firm
• Exemplary customer service, organizational and disciplined time management skills that render positive results
• Highly disciplined, self-starter with the ability to multi-task and juggle competing priorities with an extreme level of detail, accuracy, confidentiality, diplomacy, and initiative
• Customer focused and service oriented, with a proactive customer approach
• Demonstrated ability to establish and maintain effective customer and peer relationships
• Detail oriented with superior written, verbal, and problem solving skills
• Ability to work effectively as a member of a team, demonstrate a responsible work ethic, high level of professionalism and sound judgment
• Ability to apply business knowledge to new situations
• Strong capacity for operating under pressure in a flexible, dynamic environment where creative and strategic thinking is required
• Must be willing and able to work weekends as required
• Must be willing and able to work flexible shifts
• Providing support for global application environments
• Provide analysis of business requirements and the selection/implementation of new technical solutions
• Maintain a pro-active approach to ensuring the reliability and availability of systems
• Provide advice on tools, best practice techniques and methodologies
• Develop application specifications in conjunction with internal customers to solve business problems and enhance functional performance
• 5 years' experience in application implementation and support in a complex ICT environment
• Troubleshooting & problem resolution skills
• SQL or other relational database experience
• ITIL certification is a bonus
• 2nd level support of F&O trading platform. Resolve all issues/problems reported in a timely fashion. Follow up and keep users updated about the progress of the problems/issues reported
• Regional SME lead for Cross Asset Client Connectivity & F&O
• Monitoring the health status of the trading systems
• Proactively support knowledge sharing within the Application Service Delivery team
• 5 + years experience in Technology in the Financial Markets Industry, supporting a trading environment
• Knowledge of Futures & Options trading a strong advantage
• Experience with direct client interaction
• Mid size project management experience
• Experience with Web Technologies such as Websphere or Apache
• Communication Skills - Ability to communicate at all levels within business and technology
• Communication Skills - Excellent written communication to be able to clearly and concisely articulate issues and risks, and to clearly document technical solutions
• Teamwork and cooperation - Ability to gel and work in a team oriented environment
• Enthusiastic, Self driven individual who is always looking for improvements
• Experience of working in front office support environment at a financial institution
• Experience dealing with local markets, rule and regulations
• Knowledge of equity products and business processes
• Sybase / SQL
• 3 – 6 year of IT systems/application support/development experience
• Practical and applied skills working with a UNIX Operating system along with troubleshooting
• Experience perform metrics reporting for senior management
• Experience perform production readiness procedures
• IT/Computer Science degree or equivalent work experience
• Experience with Java desired
• Strong communication skills a plus
• Masters in Computer Science is a plus

Rates Application Support Analyst Resume Examples & Samples

• First line of contact for all Rates tools for the users in AP
• Trend analysis
• Helping to drive continuous improvement within the team as it relates to incident, problem and change management excellence. Understanding the impact of change in a complex technical environment
• Plan and implementation the business expansion: add new curves, new products, etc
• There will be some projects work normally related to doing support improvements, and it will involve coding in Athena/Python
• Participate in technical global forums
• Frequent communications with global teams to stay on top of application issues and changes
• Proactive, delivery focused approach to work
• Ability to work on own initiative
• Ability to handle & coordinate production incidents
• Experience of working to quickly understand and clarify requirements
• Experience of working to deadlines in a high pressure & constantly changing environment
• 4 years of work experience
• University degree
• Bachelors Degree in Computer Science or similar experience
• Unix - Solaris - working knowledge of Solaris and basic administration skills
• Database - Oracle/Sybase - Good understanding of the infrastructure and basic tuning/troubleshooting skills
• SQL - Strong use of SQL is a must, Data and database investigation is frequently required
• Business Object experience would be a plus

Client Application Support Analyst Resume Examples & Samples

• Establish close relationships and good communications channels with customers to ensure a good information flow
• Provide the initial point of contact for DMA customers. This involves taking calls and emails from customers covering a wide variety of software issues and queries. This is the key activity for this post and first line analysts have very close working relationships with our customers
• To be the initial point of escalation for serious issues whether caused by software, hardware or exchange issues. When there is a serious trading issue it is essential that the Client Services Manager, the customer and often the exchange work closely and efficiently together to provide a rapid and effective fix. Keeping the customer updated whilst serious issues are being investigated is a very important aspect of first line support
• To become an expert in the Macquarie trading front ends and be able to troubleshoot issues
• Managing expectations of internal Account Managers (AM) as well as coordinating information flow to and from customers via the AMs
• Converting external customer requests into internal technical queries
• Liaising with internal Macquarie Bank Global Client Services teams to ensure timely and accurate flow of information to the customer
• Provide pre-sales technical information to new customers, forming a detailed analysis of how the vendor system would sit within the customers' infrastructure and back office systems
• Assistance and support to existing customer accounts to help them grow their end user customer base
• Ability to travel when necessary
• Conducting sales presentations and product demonstrations to prospective customers in these sectors
• Become an authority on MBL trading application suite and providing trader advice and training when required
• Provide the day-to-day contact point for customers relating to Trader Support matters (account management)
• Fluency in Mandarin (Business Mandarin a preference)
• Knowledge of Electronic Derivatives trading Systems such as: Patsystems, TT, CQG, Trade Book preferred
• Knowledge of Asia Pacific Listed Derivatives
• VBA Excel Skills
• Ability to work under pressure and react in a fast moving and challenging industry
• Able to communicate well, and share information
• Someone who inspires confidence and trust through professionalism
• Works well in a team
• Ability to prioritise and identify/address key issues
• A "can do" attitude to problem solving
• Lateral thinker, able to visualise solutions to customer needs
• Ability to digest large quantities of information and formulate appropriate action plan

L Application Support Analyst Resume Examples & Samples

• Act as point of contact for the business supporting a number of business-critical services and applications
• Prioritize and manage tasks and resolve day-to-day application issues and client requests
• Participate in 24x7 support coverage to cover any shift (ie day, mid, night) as required
• Participate in application change and deployment activities
• Prepare regular operational reports and do in-depth service analysis and follow-up

Application Support Analyst TW Resume Examples & Samples

• Application Support of the front office investment and trading platforms, including interfacing with portfolio managers and traders daily
• Escalation support for the members of the team located in other regions including evenings and weekends on a rotational basis
• Ownership and participation in the Incident and problem management processes, being accountable for resolution, root cause analysis and technology and business reporting and communication
• Relationship management internally with the investment teams, trading desks, operations teams, legal, audit, risk and compliance teams
• Interface with external vendors and their technical support and development organizations ensuring focus to resolution of issues and strategic enhancements
• Proactively identify improvements and address them through independent thinking within a consensus driven team
• Front Office product knowledge
• Supporting Operational Risk managers in terms of problem solving and application support
• Application testing: releasing support for the business and IT, including: coordination, test cases creation and tests execution
• Making mass data enrichments and data uploads into the system
• Application access management (coordinating and implementing users access to Operational Risk applications)
• Leading small processes and improvement projects independently
• Responsible for the implementation of AIM Code Releases/Updates
• Liaise with other groups and other internal infrastructure teams to deliver solutions and troubleshoot problems for customers
• Receive escalations from Level 1 and providing solutions or escalation to Development teams
• Provide timely troubleshooting on products supported and manage incidents following the corporate incident management standard
• Develop and utilize core tools and processes to perform daily function whilst improving day to day practices
• Provide 24x7 on-call support on a rotational basis
• Perform day-to-day production support of the infrastructure to maximize system availability and correct operation, diagnose issues, with full ownership of problems to resolution
• Support application release deployment activities
• Maintain documentation against best practice policies to ensure knowledge retention and continuous learning within team with a view to developing operate knowledge and skills by sharing experiences and attending relevant training
• Remediate risks on supported products and support risk related events like audit and BCP
• Working experience on Linux and Windows system administration
• Provide hands-on production support for Collateral and Margin Systems
• Maintain Business Process Indicator of 99.99% or higher. This includes monitoring and responding to alerts, managing, tracking, and resolving incidents within the expected MTTR (Mean Time To Recover)
• Performing Root Cause Analysis (RCA)s for production incidents and preventing reoccurrences
• Performing application releases in production
• Partner closely with Application Development, Quality Assurance, and line of business partners
• Participate in on-call rotation for application support, including weekends
• Drive continuous improvement of services and processes in order to increase platform stability and improved operational efficiencies
• Produce production scorecards to management
• Document, participate, and report on Disaster Recovery/Sustained Resiliency events
• Manage Application and Infrastructure Key Performance Indicators
• Strong verbal and written communication. Ability to clearly articulate complex issues/topics
• Customer Service Oriented - build positive working relationships with clients at all times, providing clear information while managing their expectations
• Ability to thrive in high pressure situations while continuing to be delivery focused
• Must be a self motivated individual. The candidate must posses the ability to self direct without continuous oversight from a manager
• Ability to interface across managerial lines
• Strong working knowledge of Unix/Linux
• Ability to read/interpret programming/scripting language. (Shell, Java, sql)
• Strong working knowledge of Oracle and SQL
• Unix SA background
• DBA experience
• Application Developer experience
• ITIL Incident, Problem & Change disciplines
• Autosys or Control-M scheduling tools
• Knowledge of Collateral Management would be beneficial but not required
• ITIL Certification is beneficial but not required
• Providing application support for trading, investment operations and risk budgeting systems
• Troubleshooting issues across multiple systems and databases
• Provide 1st & 2nd line support for production issues from initial contact through to resolution
• Management of production incidents and resolution of these incidents independently or ensuring the appropriate support is provided by alternative in house teams
• Participation in the future development of the company technical infrastructure
• Ideally 4+ years' experience in an internal customer-facing role within the investment management industry together with knowledge of enterprise applications and the workflow between front, middle and back office applications
• Knowledge of trading & risk platforms would be an advantageous
• Knowledge of end to end trade flows
• Excellent SQL & Excel skills
• Eagle Pace or Aladdin knowledge would be an advantage also
• Exposure to banking or financial institution applications is an added advantage on this role
• Familiarity with an IDM or Similar imaging software
• Familiarity with either Sybase, Oracle and SQL Server databases - SQL, Stored Procedures
• Familiarity with Remedy or similar IT Service Management software
• Familiarity with Windows based and Unix based operating systems
• ITIL foundation certification will be an added advantage on this role
• Experience with working with/knowledge in Business Process Management solutions such as Pega BPM or similar Business Process Management/Workflow solution
• Primary point of contact for provision of application support to our branches globally
• Timely response and root cause analysis of all problems raised to our ticket queue with follow-through to resolution
• Full ownership of support tickets and effective communication with our internal clients and with technology partners on a regional or global basis
• Provide transparent reporting to Management and Business and Technology partners as required
• Management of low end technical projects as assigned
• This role entails participation in an on-call rota
• Application support troubleshooting experience
• Application integration troubleshooting experience
• Practical experience of an application management environment
• Banking or financial services experience or other large corporate environment
• Basic understanding of distributed systems architectures and integration patterns
• Transact SQL
• ETL or middleware tools
• System administration and integration skills
• Implement monitoring of the production environment and take corrective actions as required
• Track incidents by using a global call logging system (Service Center), and ensure these incidents are resolved in a timely fashion. Perform trending on ticket volumes to identify areas for improvement
• Contribute to automation of common support functions to improve resiliency of the production environments and efficiency of the Production Support teams
• Coordinate production platform upgrades with the Development and Infrastructure teams
• Work with the Application development teams to deploy software releases in the Production and DR environments
• Maintain disaster recovery environments and perform annual DR exercises
• Maintain knowledge base of known defects and issues, process and techniques, etc
• Analyze infrastructure and application trends in effort to manage capacity demands
• Review controls for audit compliance and correct gaps
• 3-5 years of hand on experience in MSSQL, Sybase, Oracle, .Net, Java, SharePoint, AIX, Unix, Linux, Windows, Citrix, Web Logic, MQ Messaging
• At-least 3 to 5+ years of experience with JAVA/Apache Tomcat and other web services required
• Experience as Data stage Developer/Support ETL processes that read from and writes to different databases
• Experience in Data stage version 8. 5 or above
• Experience in using SFTP, FTP, NDM processes and writing shell scripts
• Experience with Autosys scheduling tool
• Strong data modeling and SQL programming
• 3-5 years of experience providing application support
• Experience with Geneos and other monitoring tools
• Strong trouble shooting skills required, both with vendor and "home grown" applications
• Results oriented and highly flexible, Must have ability to multi task effectively, Must possess the ability to quickly adapt to new systems and processes, Willing to cross-train and ability to learn quickly
• Excellent communications and interpersonal skills
• Minimum of three + years in a production support management role within Financial Services Industry. Familiarity with financial instruments and portfolio management is desirable. The candidate will be expected to gain new financial business related knowledge as needed
• Support the warehouse supervisors with additional information from the database
• Participating in defining future processes and translating into functional requirements
• Categorize issues and escalate where necessary to the appropriate next level
• Provide solutions for equipment failures like RF scanners, printers
• Prepare system and performance tests
• Monitor installation of software delivery notes and test bug fixes
• Support on interface testing and troubleshooting between SAP - WMS and MHE systems
• Knowledge of relational database systems (Oracle preferred)
• Able to extract database information and solve business requirements and system issues
• Manhattan WMOS, Labor Management and Supply Chain Intelligence (or any other reporting in Cognos environment) experiences are a plus
• Experiences in WebSphere Application Server, RF technology, Customs Service applications, automation systems and in Retail Industry are a plus
• Strong analytical, critical thinking and problem solving skills
• Ability to work individually or in a team environment
• Bachelor's degree in Computer Sciences, Industrial Engineering, supply chain/logistics, or related field
• At least 3 years’ experience in an IT support role
• Fluency in English and German (another European language is a plus)

CRM Application Support Analyst Resume Examples & Samples

• Gather and analyze information in order to improve business systems and processes
• Assist development team with troubleshooting issues and liaising with internal clients on incidents and service requests
• Review and agree requirements and designs with relevant business owners
• Assist and/or coordinate user testing, ensuring issues are resolved in a pragmatic and appropriate manner
• Work as part of a project team, reporting progress and escalating issues to project management in a timely manner to ensure successful completion of projects / reviews
• Adhere to standards set by the Invesco project methodology
• 0-2 years of experience in IT Software development, support, or business analysis roles
• Experience working with Agile/scrum software development framework is a plus
• Exposure to Big Data/Hadoop/HBase technologies and tools
• Ability to manage multiple tasks and requests and ability to deliver quality results
• College or University degree in Finance, Computer Science or related disciplines (i.e. Business Administration - Information Systems or Information Technology Management)
• Solid written and verbal communication skills. Ability to clearly articulate a concise, focused and audience-targeted message (communication efficiency) an absolute must
• Mature judgment, analytical aptitude required
• Solid grasp of requirements management process, practices and standards
• Previous experience in a similar role an asset
• Demonstrated sense of ownership, personal responsibility and organization
• Manage and approve access requests on various platforms and systems; ensuring access is in accordance with the Logical Access Control policy, established standards and procedures
• Analyze requests for potential risk before action. Appropriately document and highlight any potential risk concerns identified, escalating to management as appropriate
• Escalating, rejecting and querying requests where necessary
• Review and maintain process/procedural documentation
• Manage any adhoc compliance and security-related projects as required by management
• Provide periodic regulatory & compliance reporting
• Define & execute recertification processes
• Bachelor’s Degree in Risk Management, Operations or similar discipline preferred
• Minimum 3 - 5 years of experience in application security, global operations and/or technology risk management
• Familiarity with IT risk management framework preferred
• Industry recognized certifications (CISA, CISM, CRISC) preferred
• Provide Level 2/ level 3 application support - specific focus on imaging and workflowapplications
• Work closely with the business stakeholders and deliver prompt responses to issues raised by Clients
• Support off business hours coverage (including weekends), where required to help out with the change deployments
• Unix shell/ batch scripting /SQL Scripting, ideally with Oracle/SQL Server
• Jboss skills
• Experienced in writing technical and function documentation
• The ability to operate independently, to be proactive, and able to interact and chase issues through multiple areas to ensure the right outcome
• Experience working with an IDM or Similar imaging software
• Experience with working with/knowledge in Business Process Management (workflow) solutions such as Pega BPM or similar Business Process Management/Workflow solution
• Ensure Server &/or Application availability
• Support users in Application usage
• Assess the health and current status of the applications and either resolve the issues or manage their escalation to 3rdline support until the issue is resolved
• Assist in the management and support of all Front office applications
• Receive and log incidents for support and change from relevant stakeholders
• Ensure adherence to the SLA's for Incident and request for service resolution
• Investigate any data quality related issues
• Ensure root cause, contributing factor and counter measures are identified and raised to the relevant stakeholders
• Analyze Incidents for performance improvement opportunities
• Identify opportunities for automation and implement standard processes
• Ensure documentation as per agreed standards
• Liaise with systems development staff with respect to system enhancements and system issues

Level Application Support Analyst Resume Examples & Samples

• Our Customer Support Call Center is staffed from Mon. – Fri. 5:00am – 7:00pm, so shift schedules rotate on a quarterly basis and you must be available to work within this shift schedule as assigned
• Resolve questions/concerns from multiple customer sites. Escalate calls to appropriate source for further assistance when required
• Inputting and tracking of incoming calls to HD using HEAT and Service Now Software
• Write and update Knowledge Base articles
• Take ownership of user concerns to see them through to completion
• Work closely with Development and Quality Assurance Departments on implementation of new software releases and service packs, to insure timely and accurate site upgrades. May require some testing and technical writing
• Guide Customer Support Analysts to finding answers to user error, training issues and software bugs
• Responsible for creating, reviewing and the submission of knowledge base articles, FAQ’s, and knowledge articles for publishing for internal and external use. This also includes the review and approval of knowledge base article submissions from First and Second Level Support
• Actively participate in an assigned Subject Matter Expert Team and insure that entire team is fulfilling Subject Matter Expert duties
• Should be proficient in all of the below listed areas
• Working knowledge of, or the ability to quickly learn our proprietary suite of software products and their business application
• Support of Service Integration Platforms, Server Management, Event Log Analyzing, Reset Services and Application Pools
• Comprehensive understanding of corporate software platforms and packages, integrations with other systems
• An understanding of the internal functional group business and escalation processes as well as daily work needs of our customers: internal, external and corporate
• Intermediate to advanced knowledge of best practices in technical support policies and procedures, with a full understanding of in-house escalation procedures
• Ability to travel up to 25% (approximately one week a month) annually to customer sites providing support as needed

Peoplesoft Application Support Analyst Resume Examples & Samples

• Primary responsibility will be to provide production support for PeopleSoft HR , CMT (Case Management Tool)
• Support will involve the maintenance, troubleshooting and development of application modules and interfaces
• Designs, develops and tests assigned in-scope modifications, interfaces, reports and etc… based on functional requirements
• Work closely with the team and external parties in order to debug and resolve any production issue between PeopleSoft HR and/or CMT and external systems
• Assists with operational process improvements and ensures process documentation is updated
• Providing PeopleSoft infrastructure and environment support
• Monitors daily interfaces to ensure files post successfully and troubleshoots and corrects errors as appropriate
• Providing overnight batch processing on-call support
• Good functional understanding of PeopleSoft HRMS v9.1 (or above) and Global Payroll
• Minimum of 4 years continuous, recent experience with technical analysis, design and build, using PeopleTools 8.4+, of custom
• Reports (SQR, Crystal, PS Query)
• On line modifications (pages, fields, etc)
• Execution of Unit Testing and System Integration Testing
• Support of User Acceptance Testing
• Proven experience with the following tools
• Application Designer, PeopleCode, Workflow, Application Engine, Component Interface, File Layouts, SQR, Query, Application Messaging, Application Packaging, Change Assistant, XML Publisher
• Use of PVCS tracker to manage code releases
• Experiences with supporting the PeopleSoft Internet Architecture – Weblogic, Tuxedo, etc
• Environment Set-up and maintenance
• This specific role in the Derivatives Controls space will be responsible for the day-to-day management of end-to-end system controls which will help ensure that all Derivatives trades and subsequent business events performed against those trades are accurately reflected in down-stream data repositories – primarily in the strategic Cross-Asset Operations Data Store
• Key Responsibilities and Typical Duties will include the following
• Capable of defining & evolving a process, not just executing an existing one
• Flexible to attend APAC rotational shift and weekend release tasks
• Unix/Linux Intermediate 1-3 years
• SQL Intermediate 1-3 years
• Sybase/Oracle Intermediate 1-3 years
• Apache Web Server Beginner 1-3 years
• Informatica/Cognos Intermediate 1-3 years
• Monitoring tools

Big Data Application Support Analyst Resume Examples & Samples

• Ensure that all JPMIS applications are available and supported in line with defined system service level agreements
• Building tools to enhance the support function
• 1 - 3 years of work related experience in the IT field or an equivalent combination of education and work experience
• 1+ years experience with Java EE
• 1+ years experience with Informatica or similar ETL tools
• Good understanding of application development cycle and agile methodology
• Excellent interpersonal skills are absolutely critical to this role

Trading Application Support Analyst Resume Examples & Samples

• Development, maintenance and production support of client's existing trading & operational systems
• Building custom front-end reporting tools while integrating with existing back-end systems
• Participating in the analysis and recommendation of deploying third-party solutions (build vs. buy)
• Reviewing existing computer programs and recommending refinements, improvements, and enhancements to ensure most efficient methods are employed
• 2+ years of Systems Analysis experience
• Bachelor's Degree in Computer Science, or equivalent field
• Understanding of financial services business knowledge including asset classes, instruments, workflows and products
• Expert Microsoft SQL server with knowledge of Stored procedures, sophisticated query design, database structure design & SQL Server Reporting Services
• Understanding of Java, .NET, and VB Script
• IT experience within a Mutual Fund, Hedge Fund or Asset Management industry
• Experience with the following software packages, including: Order Management (Eze), Portfolio Accounting (Advents Axys) and, Market Data Applications (Factset and Bloomberg)
• Previous experience working in or supporting a trading room environment, high degree of familiarity with various financial products (equities, options, futures etc.), trading systems, market regulations and market data applications
• Specific experience with or exposure to FIX protocol
• Specific experience with or exposure to the ORC trading platform considered a plus
• Is very comfortable working with UNIX/POSIX/Linux environments. Systems administration experience considered a plus
• Has successfully completed the Canadian Securities Course (CSC) or is actively pursuing that goal
• Respond to customer requests via emails, ticket system requests, telephone calls and in person
• Provides trainings to end-users
• Works a queue of tickets (incidents, problems, requests) and provides resolutions within defined SLA’s
• Provides status updates and manages customer expectations
• Document, dispatch and escalate requests to 2nd level support
• Follow up with customers to ensure satisfaction
• Contributes to the creation and maintenance of end-user documentation
• Test fixes to ensure problem has been adequately resolved when possible
• Carry out all other related tasks
• Internship in IT or experience an IT Support Analyst
• Exposure to multinational working environment is an asset
• Proactive and autonomous
• Ability to work in a support team and as well as perform on an individual basis when required
• Ability to work under stress
• Ability to create documentation
• Knowledge sharing between team members
• Ability to communicate effectively with all levels of management
• Honesty, integrity and confidentiality must be maintained at all times
• Fully Bilingual (French/English) – Mandatory
• Knowledge of the Office Suite applications (Outlook, Excel, Word, PowerPoint)
• Monitor infrastructure, servers, databases, distributed batch jobs
• Troubleshoot technical issues (Main Frame, Java/J2EE) or escalate and work with appropriate technology teams to provide solutions
• Minimum 5 - 7 years of relevant Information Technology experience
• Proven experience in incident/problem management or call center experience
• Solid technical skills (knowledge of client server technology, networking basics, database technology etc.)
• Solid understanding of the major functionality bundled into a release, both from a technology and business point of view
• Technical knowledge including: COBOL, JCL, XML, XSD, and Oracle, Server - Wintel, Web logic, WebSphere, UNIX
• Ability to be proactive with a strong bias for action, naturally inquisitive, and bias for continuous improvement of practices / process
• Bachelor's degree from an accredited college/university and/or minimum of 5 years of experience with Unix/Sybase/Sql based applications
• 8+ years of relevant technical experience required
• Work as part of the operate organization to deliver Equities business objectives
• Build out strong relationships with resolver teams, application development teams, and core infrastructure services
• Develop strong technical expertise in Equities technology and applications
• Build an understanding of the end to end transaction flows of applications supporting the Equities business flows
• Proactively identify and communicate issues leveraging standard monitoring and alerting tools, and work to resolve issues liaising with 3rd party resolver teams as necessary
• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, and resolve for Equities applications
• Maintain documentation on issue corrective actions in-line with best practice to ensure knowledge accessibility and continuous learning within team
• Perform monitoring and alerting for Equities applications and supporting infrastructure
• Look to improve monitoring and alerting capability by tailoring trigger events to ensure maximum efficiency
• Conduct regular peer reviews with development teams to review production incidents/crisis events and define/track remediation actions to close
• Participate in permit to operate reviews on Equities aligned applications to ensure application releases meet support criteria before being deployed into the production environment
• Look to proactively develop operate knowledge and skills by sharing experiences and attending relevant training
• Proactively improve support services by building upon best practice and tools
• Participate in occasional out of hours support and testing around key deployments and business continuity exercises
• Must be able to work extra hours as needed
• Participate in support Rota to ensure adequate business support coverage 7:00am- 4:00pm
• Work a queue of tickets (incidents, problems, requests) and provides resolutions within internally defined SLAs, with a focus on long-term solutions, on HR and Production applications
• Provide status updates and manage customer expectations throughout the lifecycle of the incident/problem/request/change
• Collaborate closely with level 1 Front Desk analysts to identify, document and transfer recurrent ticket categories
• Collaborate closely with the level 3 technical support analysts and the project teams, in order to identify the best solution for the identified system errors/developments
• Provides trainings for the key and end-users
• Effectively use support processes and tools (i.e.: self service interface, ticketing tool, internal knowledge base etc.)
• At least 2 years’ work experience within an IT Support department
• Customer service experience
• Ability to work in a support team as well to perform on an individual basis when required
• Ability to work in a multicultural environment
• Adaptability and flexibility
• MS-SQL database knowledge (medium level)
• Fluency in written/spoken English and French
• Prioritising and resolving day-to-day systems issues and client requests including IVR (Interactive Voice Response) experience
• Involvement in a weekly/monthly patching activities and business-driven enhancements
• Responding to user requests, and ensuring systems are adequately monitored and administered, and that issues are actioned in a timely manner
• Ensuring that incident, problem, and change management processes and procedures are followed and adhered to
• Reviewing and improving operational processes, procedures, and documentation associated with the operation of these systems
• Unix Shell Scripting/ SQL database; background in Development is a plus
• Demonstrated strong analytical and problem solving skills to deal with issues encountered across multiple applications within a complex environment
• Demonstrated ability to coordinate effectively with different teams across multiple locations
• Demonstrated accountability to be responsive and proactive to requests and issues raised by Clients
• Possess excellent communication skills, both oral and written
• Strong time management skills to work on multiple tasks
• Strive for customer service excellence
• Shift: Regular shift; willing to do 24x7 and on call support
• Proven competency in at least two of these Digital technologies
• Prioritizing and resolving day-to-day system issues and client requests
• Involvement in application deployment activities
• Assisting with process improvements, system integration and BCP efforts

Open Systems Application Support Analyst Resume Examples & Samples

• Bachelor's degree in Computer Science, Electrical Engineering, Information Systems or other technical discipline preferred. Or, equivalent work experience in Open Systems Support
• 1-3 years of SQL Server, stored procedures, database design preferred
• 1-3 years of Java, JavaScript and Eclipse toolsets preferred
• 3-6 years of experience with C#, ASP.NET 4.0 and the .Net framework (versions 4.0 and above) preferred
• 3-6 years of experience with AJAX, WPF, WF, WebAPI and the MVC/MVVM design pattern preferred
• 3-6 years of experience with Cascading Style Sheets (CSS) and responsive web UI preferred
• 3-6 years of experience in defining remote communication methodologies such as web services, WCF, MQ, and Rest preferred
• 3-6 years of experience using Team Foundation Server (TFS)
• 1-3 years Automated and continuous integration builds preferred
• 1-3 years of experience in PowerShell preferred
• General experience with Fortify code security scanning tool preferred
• Collaborative, team oriented style
• Displays ability to learn quickly
• Displays leadership and mentoring skills
• Ability to work independently exhibiting strong multitasking and time management skills
• Good communication (oral & written) skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand
• Technology Infrastructure Architecture and Engineering
• End User Technology
• Lead efforts to investigate and remediate Investor Tool, Trust and Advisory platform, Client Coverage, CRM day to day issues
• College degree, specialized training or equivalent work experience
• Minimum of 3 years experience in an applications support, operations, or applications development role
• Strong skills in problem solving and issue resolution
• Ability to quickly learn new technologies and tools
• Understanding of the software development lifecycle, languages, and methodologies is a plus
• Experience working in a multi-vendor environment with high levels of vendor interaction preferred
• Experience within UNIX/AIX applications preferred
• Knowledge of Windows operating system required
• Experience with Teller technologies(ARGO) preferred

TPE Application Support Analyst Resume Examples & Samples

• Trade Booking / Amendments / Cancellations / Allocations
• Position Management
• Lifecycle Events / Credit Events / Corporate Actions
• Trade Control (accuracy, completeness and timeliness)
• Trade Store / Trade Distribution / Connectivity & STP
• Clearing & Regulatory Reporting
• Management accountability for one or more TPE services
• Responsible for providing Subject Matter Expertise across a wide portfolio of TPE services
• Manage the lifecycle of all incidents to return the IT service to users as quickly as possible
• Manage the lifecycle of all problems to prevent incidents from re-occurring
• Fulfill TPE service requests from our partners across Technology and Business
• Monitor and control the TPE services and their underlying infrastructure to prevent incidents occurring
• Deliver technical change to the business through small change, user on-boarding, testing and monitoring
• Manage all Service Transition activities including change, release, configuration and on-boarding
• Manage all Service Design activities including service continuity, capacity planning, and access controls
• Manage all Continuous Service Improvement activities including development training, product lifecycle management, service reviews and process reviews
• Ensure that all duties are carried out in full compliance with Barclays Regulatory Requirements, Barclays Operational Risk Framework and Barclays internal Policies and Standards
• Contribute to the Barclays Citizenship agenda. At Barclays, Citizenship means taking into account the needs of our stakeholders and making decisions which, in the long-term, are positive for our customers and clients, shareholders, colleagues and the communities in which we operate
• Bachelor’s degree in computing or equivalent industry experience
• Excellent technical skills in UNIX, Windows Server, SQL, Scheduling and Middleware
• Business knowledge of Investment Banking, specifically the lifecycle of a trade
• Strong project management skills. Prince 2 / PMP certification preferred
• Good knowledge of ITIL framework. ITIL certification preferred
• Technical background administrating Platform, Middleware, Database, Storage and Network
• Drive improvements across application release deployment activities into the production environment. Strive to fully automate release deployments in partnership with application and infrastructure development teams
• Build out strong relationships with resolver teams, application development teams, and other upstream and downstream support teams
• Perform and seek to continuously improve the monitoring of the application environment and supporting infrastructure. This includes server hygiene standards for patching, end-of-life hardware, on-boarding new infrastructure
• Participate and coordinate weekend support and testing around key deployments and business continuity exercises
• Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of applications
• Unix (RedHat Linux) skills including Unix Shell Scripting – ksh, perl, bash etc
• Windows skills (Win7)
• Experience with application support peripherals a plus
• Geneos, Control-M / Autosys
• Knowledge of java based application development would be a plus
• Must have 5+ years of application development and/or support work experience
• Experience with escalated ticket management. Able to work under pressure to resolve issues affecting production services
• Able to work weekend on call rotations as required
• Experience with supporting OS (Windows, Linux), web servers (IIS, Apache), application servers (WebSphere, Tomcat)
• Database support experience for Oracle and MS SQL
• Experience with XML, HTML, Java, Java Script, and Unix Shell Script (ksh)
• Monitoring experience (Tivoli, AppDynamic, Apica, VCOPs, etc) is a plus
• Application development as part of a small team on a mixture of small and large development projects
• Identify and deliver opportunities to improve the application and service
• Experience in a Production Application Development or Application Support role
• SQL 2008 configuration and development
• Strong Team Player
• Confident and effective communicator
• Experience in Server patching or Scheduling
• Someone who has come from a Wintel Server Support or DBA background would be ideal

Junior Application Support Analyst Resume Examples & Samples

• University studies – ongoing or finalized
• Previous experience in customer support or IT is a plus (including internship, voluntary)
• Advanced English language skills
• Medium level of French
• MS-SQL database knowledge (basic level)
• Willing to work full time
• Analytical reasoning and problem solving skills
• Ability to work in a support team and as well as perform on an individual basis when
• Very good communication skills. Ability to work in a multicultural environment
• Works a queue of tickets (incidents, problems, requests) and provides resolutions within internally defined SLAs, with a focus on long-term solutions, on HR and Production applications
• Delivers support to existing business users, investigates and resolves application errors, data discrepancies and queries
• Provides status updates and manages customer expectations throughout the lifecycle of the incident/ problem/ request
• Collaborates closely with level 1 Front Desk analysts to identify, document and transfer recurrent ticket categories
• Collaborates closely with the level 3 technical support analysts and the project teams, in order to identify the best solution for the identified system errors/developments
• Effectively utilizes support processes and tools (i.e.: self service interface, ticketing tool, internal knowledge base etc.)
• Researches, troubleshoots and resolves reported system issues; escalates issues requiring development or vendor support; tests and implements solutions
• Performs system maintenance such as deploying patches, updates and upgrades; monitors system performance and performs actions to maintain data integrity such as purging inactive accounts
• Creates reference and training materials by documenting processes and solutions; supports process improvement by evaluating documented resolutions and analyzing trends
• Provides input and performs testing for development and purchasing initiatives
• Performs other job related duties or special projects as assigned
• Excellent technical skills with Microsoft network and PC operating systems including working knowledge of current network hardware protocols and standards, database maintenance, windows server administration and desktop application support
• Extensive practical knowledge in trouble shooting methodologies and principles and issue resolution techniques
• Excellent customer service and problem solving skills with the ability to work independently while supporting a team environment
• Solid analytical skills with strong attention to detail and concern for data accuracy
• Strong organizational, process and project management skills with the ability to prioritize workload, multi-task, and meet deadlines in a fast paced environment
• Exceptional verbal communication and technical writing skills with an ability to effectively interact with and convey information to people who possess varying levels of understanding on applicable topics
• Flexibility to provide application support during weekend and evening hours as needed
• 3-5 years information technology support service
• Financial services or banking industry experience preferred
• Develop strong technical expertise in Treasury & CIO technology and associated applications to understand the end to end transaction flows of applications across the production domain
• Participate in ‘permit-to-operate’ reviews on Treasury & CIO aligned applications to ensure application releases meet support criteria before being deployed into the production environment
• 2+ years working in a support capacity in a time critical environment, ideally with experience or exposure of working in a financial institution
• Geneos, Autosys
• Knowledge of java based application development a plus
• 3 years of experience in application support or service operations in a large enterprise environment
• 1 year demonstrated experience leveraging ITIL or other service management methodologies
• Previous experience managing publishing financial applications or environments
• Previous knowledge working in an IT ticketing system (HP Service Manager, CA Service Desk, Remedy, Service Now etc.)
• Excellent interpersonal and relationship building skills
• Customer and quality service oriented
• Demonstrated ability to prioritize work assignments and to focus on the highest priority issues
• Previous work experience with SQL query tools
• Previous work experience or knowledge of publishing systems
• Experience or previous job history as a Business Analyst or Software Developer
• IP networking troubleshooting skills
• Microstrategy analytics and or other business intelligence tools
• Bachelor’s degree in a technology or business related field and/or equivalent experience
• Possesses a university degree and 5+ years of technical/application or production/application support experience
• Exhibits solid knowledge of networks and databases Is very comfortable working with UNIX/POSIX/Linux environments
• Have extensive (5+ years’) experience in Linux application support, analysis and trouble-shooting, in a high-demand, production environment, preferably in a trading environment
• Have superb communication skills, and be able to deal effectively with both technical and business representatives
• Has experience or is interested in working in a trading-type environment
• Has or is interested in acquiring trading product knowledge or potentially interested in pursuing CSC certification

Avp-it Application Support Analyst Resume Examples & Samples

• Bachelor of Science in Computer Science, Engineering, MIS or equivalent technical training OR Associates degree in a technical training school for application or production support
• 5+ years of performing application support/development in a Windows environment
• Prior experience/knowledge of the following: SQL Server
• Experience supporting production applications
• Strong hands-on testing experience
• Experience in working on multiple releases in parallel
• Experience developing/supporting an IIS Windows web application
• Experience with application support/development in a .Net environment preferred
• Prior experience/knowledge of the following: IIS, Web Services, Windows Services
• Basic understanding of financial market concepts
• Flexible, hands-on "doer", able to cope with changing requirements / time constraints
• Strong analysis skills
• Experience in following SFTP, MQ, Siteminder & .Net experience a plus
• Provide 1st & 2nd line support to traders which involve extensive face-to-face interactions with Traders
• Respond to queries from various Trading groups and associated business units
• Perform application setup, account setup, limits changes, problem tracking, and report generation
• Support third party and internal applications
• Monitor connectivity and market risk applications and quickly solve issues
• Act as the main point of contact for all trading applications queries and requests
• At least 3-5 years of experience in trade floor support
• Understanding of Equities, FX, Fixed Income
• Understanding of market data systems such as Bloomberg or Reuters
• Ability to navigate seamlessly in Unix and Windows platforms
• Knowledge in Unix shell scripting
• Knowledge in FIX and TCP/IP connectivity
• Degree in Computer Science/Engineering
• Liaise with end user community to understand their problems and needs, and provide technical and analytical support
• Provide in-depth analysis and implement strategic Information technology solutions to production problems for the applications in his/her purview, while adhering to deadlines and facilitating timely delivery for Operations clients
• Analyze and debug the existing source code to find bugs and performance issues
• Design, develop, test and implement enhancements and bug fixes
• Provide onsite and offsite support as well as off-hours support, if necessary, for the various business functions
• Acquire and document knowledge on the various Credit Suisse applications and share the acquired knowledge and provide training to the team members
• 2+ years of experience in Software Development and/or application support
• 2+ years of experience in IBM Mainframe technologies like COBOL, JCL, DB2, VSAM, CICS
• Excellent analytical and problem resolution skills
• 1+ years of experience in MQ series
• 1+ years of experience in supporting and managing business continuity tests, and power downs
• Bachelor's degree in Information Technology or a combination of education and experience that enables performance in all aspects of the position
• Minimum 3 years expereince installing/supporting applications, hardware support/maintenance, and direct engagement with business users
• Experience installing/supporting applications, hardware support/maintenance, and direct engagement with business users a plus
• Valid driver's license required
• Ability to travel 5 - 25% of time
• Knowledgeable of Windows, Office product suite, VPN and local area network. Any knowledge of Thompson One, BetaLink and ILX is a plus
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware. Specific experience with Dell equipment a plus
• Knowledge of principles for providing strong customer and personal service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Ability to work well collaboratively in a team environment. Good interpersonal interaction and able to work well with others
• Resolves incidents and fulfilling requests raised by clients and ensuring they are completed in a timely manner with highest degree of customer service
• Works collaboratively and effectively with customers and other IT teams within the organization
• Ensures incident, problem and change management; and BCP processes& procedures are followed and adhered to
• Reviews and propose continuous improvements to operational processes and procedures
• Contributes actively to build the knowledge base associated with the service
• Participates in 24 x 7 on-call roster
• Participating in 24x7 on-call roster or support coverage to cover any shift (ie day, mid, night) as required
• Participating in application change and deployment activities including changes between environment and after office hours and weekend implementations
• Preparing regular operational reports and in-depth service analysis and follow-up
• Implementing and driving achievement toward business and operational support goals
• Minimum BS degree in Computer Science or Equivalent work experience
• Minimum 3 years technical experience in Web based technology environments and related dependencies between platforms, database, and application levels. (UNIX, SQL, WINDOWS, are plus)
• Experience in Solaris, lynx, korn shell, Perl, JAVA (core and frameworks) , C/C++ is a plus
• Experience in Oracle, and SQL server databases is a plus
• Knowledge of windows server, active directory, group policy, OS
• Experience in enterprise incident management practices, monitoring and performance tools
• Ability to quickly receive and process information, make appropriate risk based decisions
• Effective issue management skills, problem identification, root cause analysis, and solution recommendation
• Strong global team member, interaction with staff and clients to achieve business goals
• Intense personal commitment to mission, values, and goals of the organization

Application Support Analyst, Senior Resume Examples & Samples

• Provide hands-on 24x7 support of production Internet and back-office applications on a rotating basis
• Drive OAM SEVerity crisis technical bridges and/or management bridges
• Shell script and administer batch jobs required to execute back-office scheduled work
• Access DB data via PL/SQL and perform required database application administration to support production
• Leverage knowledgebase (previous incidents), experience, and organizational knowledge to reduce MTTR
• Review turnover paperwork to ensure that they are complete prior to production installs
• Participate in the requirements gathering process, representing the production environments, to ensure that all operational aspects are identified and documented
• Provide all tasks and detailed estimates to project managers, review and approve design documentation to ensure understanding of business logic changes and technical solution being implemented
• Works with Change Management/ Release Managers to review propose change events for production
• Work with ETG and OAM/Credit development to perform project code installations/promotions with assistance from the development and business groups. Validate successful promotions to production or fallbacks
• Document install-defects and assign severity to the problems that occurred. After fallback, perform post mortem to identify root cause analysis (RCA)
• Direct incident recovery, and cross-functional teams to collaborate on identified issues
• Identify and implement improvements to incident recovery, incident engagement, and incident communications
• Perform trending and analysis of problems; anticipate problems and develop risk mitigation plans
• Participate in internal and external audits, as requires by management
• Ensures monitoring alerts and system events are assessed, prioritized, and worked aggressively
• Escalate issues to the technology, operations, and/or vendor(s) where appropriate
• Ensure database/application controls and procedures remain compliant with Corporate IT risk
• Support Disaster Recovery tests and live recovery for all production environments
• Work with Card Services architects to validate and design enterprise solutions and application monitoring tools
• Interface with the technology group on the datacenter migration project, and provide senior level project updates
• 10+ years of IT experience with background in Internet or application development, or equivalent technical production support experience (Required)
• Minimum of 7 years in support of an Internet or transaction processing application (Required)
• Experience designing, maintaining, and managing SLAs and interfacing with clients
• Full life-cycle development experience in a large financial services firm: Card Services and/or banking
• Experience in Oracle/SQL and shell scripting (Moderate)
• Strong technical skills in these areas: JAVA, JSP, SQL, JBOSS, SiteMinder (Moderate to expert), Weblogic/Webspshere (moderate to expert), UNIX (Moderate to expert)
• Ability to coach and mentor peer employees and contractors (Required)
• Experience working in an Internet and distributed client server environment, including strong understanding of multi-tier architecture and infrastructure setups (Required)
• Ensure that all Middleware applications are available and supported in line with defined system service level agreements
• Act as point of contact for all application service interruptions; oversee all crisis and incident management processes
• Documenting support activities, which include support tasks and outages
• 5-7 years of experience in core Java
• 5-7 years of experience in UNIX and Windows
• 5-7 years of experience with Middleware technologies such as Apache, Websphere Application Server, or IIS
• 3-5 Experience on splunk and wily
• 1- 2 Experience on datapower
• Prefer knowledge of tools and scripting methods utilized for deployment and configuration of Web Applications
• Understanding of TCP/IP networking , Loadbalancing
• A team player with a positive attitude - enthusiastic, dynamic, energetic
• Be prepared to fully commit outside of normal hours on a 7x24x365 basis
• 3-5 years of experience in core Java
• 3-5 years of experience in UNIX and Windows
• 3-5 years of experience with Middleware technologies such as Apache, Websphere Application Server, or IIS
• Acting as first point of contact for the business supporting numbers of business-critical services and applications on a 24x7 basis
• In this role you will be responsible but not limited to the following
• Having an end to end responsibility to ensure all operational KPIs are met by the services within the Shared Pool Team portfolio
• Delivering a client focused service experience for technology user queries in a professional and timely manner while demonstrating the highest standards of written and verbal communication
• Ensures Support processes are aligned to ITIL framework
• Focuses on production stability and future changes are aligned to regional strategic direction
• Works closely with regional Service Management to ensure Support processes are in line with regional model
• Undertaking coordinated incident management in liaison with other operational teams
• Maintains a standardized global service offering through peer group collaboration
• Presents regular updates to reporting line on status in local site
• Ownership of technology problems or requests until satisfactorily resolved
• Working with other technology teams to deliver continual service improvement and ensure business requirements are being met
• Undertaking coordinated incident management in liaison with other operational team
• Provide 2nd and 3rd level support of the FX Risk applications in various environments
• Application process Management
• Management of infrastructure, continual process improvement
• Management and Mitigation of Production Incidents
• Performance and Capacity management
• Application deployments and Configuration in all supported environments
• Good communicator in English, both spoken and written

Junior Equity Application Support Analyst Resume Examples & Samples

• Provide support to business stakeholders on critical front, middle and back office platforms including Calypso, 4Site, SYN and a number of internal systems
• Engage in Incident, Problem and Change Management
• Proactively contribute ideas and solutions towards improving team processes
• Work with product vendors, exchanges, data providers and other service providers to resolve issues
• Extensive interactions with global teams (IT Development, Service Desk & infrastructure teams)
• Project manage operations components of key systems upgrades e.g. system upgrades, exchange upgrades etc
• University degree in engineering, computer science or equivalent
• Relational database experience (ideally Sybase or Oracle)
• Good working knowledge of UNIX
• Strong SQL experience
• Understanding of the equities trading business
• Prime Finance is one of the most challenging and potentially rewarding areas to work within Citi Equities and Prime Technology
• The application stack consists of a significant number of interwoven applications and components providing functions around trading, funding, locate offering, margining, wire sending, online services, batch processing and reporting for end users internally and externally in many locations across the globe
• The Prime Finance support team looks after Prime Brokerage, Stock Lending and Agency Lending systems with the aim of ensuring high system availability and stability, as well as end-user support
• Our business partners cover FO, MO and BO users based in different countries in the region. In order to achieve a high service level standard, it is an important requirement for the team to establish good rapport through frequent interactions with other technology teams like development and system administration teams which also have footprint in China and many other locations globally
• The role entails working in a team based in Hong Kong, resolving daily system issues and handling user queries promptly, improvising effective temporary workaround solutions, devising strategic long term permanent fixes, making sure all issues are well followed up, reviewing and implementing adequate automation/monitoring, taking ownership in driving potential service improvement around stability, efficiency and effectiveness in the region as well as globally
• The successful candidate will be working closely with his/her team members in Hong Kong as well as India in the region and reporting to the APAC Regional Prime Finance Support Lead
• The ideal candidate should be technically astute, well organized, proactive and be comfortable discussing issues with business and other technical teams at all levels. The successful candidate is expected to provide hands-on technical support and would be working with our peer teams in Europe and North America to provide seamless support to our applications globally under follow-the-sun support model
• In addition, he/she needs to be good team player who possesses good multi-tasking skills, be able to cope with high pressure well and consistently deliver high level service standard
• 3–5 years working experience in support role on global applications
• Sound business knowledge on stock lending and prime brokerage and experience of supporting system applications of these areas
• Strong trouble shooting skills
• Good understanding of incident, problem and change management
• Knowledge/experience of problem management tools and ticketing software
• Able to cope well working under pressure
• Self-motivated and strong organizational skills
• Fluency in verbal and written English
• Good knowledge in agency lending
• Basic knowledge on Linux/Unix commands and ability to understand shell scripts
• Experience and knowledge of monitoring tools
• Work collaboratively and effectively with customers and other IT teams within the organization
• Exposure to banking or financial institution
• Familiar with ITIL best practices – certification would be a plus
• Ownership and accountability for the operation, monitoring and integrity of the technology platform
• Knowledge of key Asset Management software packages
• Providing subject matter expertise in the management of the Book of Record Suite of Applications, with specific focus on the IBM OSS, Mvest, Mpower, Primebase, SMS, SEI/Trust 3000, Unitrax and FATCA applications
• Providing subject matter expertise and use of incident/problem management skills in the daily production support of high value, active trading clients and operations groups for any connectivity, processing or functionality issues
• Strong communications and interpersonal skills will be required to work effectively while supporting other members of the team in achieving unit objectives and providing excellent client service
• Solid understanding of the TDBFG Wealth Management businesses and knowledge of applications such as Mpower, Mvest and IBM OSS is a highly desirable asset
• Excellent analytical, verbal and written communication skills
• Strong customer service orientation and a professional approach; ability to interact with all levels within the organization
• Possess acute sense of business acumen with a strong focus on delivering a superior customer experience. Flexibility in scheduling to work weekends to fulfill business needs that are conducive to
• Incident, Problem and Change Management workflow
• Disaster Recovery test activities
• General Change Management release activities
• Drive improvements in operational excellence and focus on improving operational tools used in production environment
• Assist with technical support and documentation
• Assist with identification, documentation, and training of support teams on Level 1 technical support issues
• Responsible to provide Level 2 & 3 technical support, as needed (includes isolating, diagnosing, resolving, and finding root cause of issues)
• Assist with technical vendor escalations and resolutions, as needed
• Responsible for maintenance and configuration of User tables
• Assist with system/app performance monitoring
• Responsible to create basic ad-hoc reports or queries in support of system functionality or user requirements
• Assist with configuration, testing, and deployment of on premise and SaaS/Cloud-based products, applications, and solutions at a technical level
• Responsible for technical aspects of upgrades and enhancements
• Contribute to the production of release notes by providing technical information
• Assist with coordination of internal and external technical teams during development and implementation, as needed
• Contribute to monitoring and reporting of implementation work
• Assist with the identification & development of appropriate technical training and training material to all stakeholders
• Assist with the identification of technical issues & risks related to training & adoption
• Assist with planning and successful execution of team's technical work streams, tasks, initiatives, and operations
• Assist with technical documentation for work streams, initiatives, and ongoing operations
• Contribute to appropriate & timely technical communications to all stakeholders, users, customers, and vendors
• Contribute to gathering and reporting of appropriate metrics for technical aspects of team activity
• Follow all technical operational policies and procedures
• Contribute to current sprint task list & prioritization regarding technical work
• Assist with identification and analysis technical opportunities to use/leverage new or existing applications
• Assist with technical analysis for socialization to business teams
• Assist with technical research and discovery of appropriate solutions
• Assist with technical competitive analysis related to products
• Assist with technical opportunity and needs analysis
• Assist with technical vendor & client relationship & interaction
• A degree in Systems Engineering, Computer Science or related fields with 3 to 5 years of related experience preferred
• 2+ years’ experience with systems administration and/or application support
• Subject matter knowledge in a related line of business
• SQL and XML knowledge required
• General knowledge of web applications
• Automated data loading and data cleansing
• Ability to use scripting languages (e.g., Java, PERL, Bash)
• Working knowledge of system administrative processes related to enterprise level applications
• Familiarity with Saas-based applications, understand upstream and downstream interface interactions
• DocuSign Administrator, CLM Application Administrator, or Listening Platform Administrator Certification (or demonstrate equivalent knowledge and experience)
• Prior experience with configuration management tools
• Participate in weekends and holidays on-call support as required
• Ability to communicate technical information to non-technical users
• Ability to communicate business process to technical resources
• Ability to create simple process flow diagrams or flowcharts that demonstrate business or system process flow
• Ability to gather technical requirements
• Ability to create & execute test plans
• Ability to gather information and present status
• Knowledge of Software Development Lifecycle (SDLC)
• Adaptability and demonstrates good judgment
• Experience in Production/Application Support environment
• Reports to Application Support Manager
• Contribute to super regional bank goal
• Providing day-to-day support within the London Markets Application support team, ensuring that all the Markets systems and their users are supported and monitored in a timely manner. With an initial emphasis on the Wall Street application, the role holder will then be required to be leveraged across multiple front office applications and have deep knowledge of them (ION, Murex, Sky)
• Provides analysis and insights into key technology risk drivers for Wall Street
• Responsible for raising awareness across local FO and MO stakeholders and helping drive the necessary change with respect to the business requests
• Work with the business to minimise operational losses, remediate audit points and compliance breaches
• To provide 1st line technical and application support for all Financial Markets business products and applications (Wall Street, Murex ION, desktop, dealer telephony, and market data)
• Act as a primary point of contact for clients during UK hours
• Work in partnership with the Application Development (AD) teams to identify root cause and communicate effectively to our business partners
• Effective collaboration and communication within the Applications Support team and across the key internal stakeholders and business partners
• Promote a culture of open and constructive communication and collaboration across Technology and the business

WTS Application Support Analyst Resume Examples & Samples

• Providing subject matter expertise in the management of the Wealth Applications including but not limited to AOE, FIP, Thomson, PrimeOE, TDSS REC, Wealth Client Onboarding, Wealth Transfer System, Ticketing Application, Arrow, Cornerstone, DRIPS and CASE
• Execute Subject Matter expertise in daily production support of operations groups for any connectivity, processing or functionality issues
• Conduct Priority 1-3 incident management technical bridges, communicating incident updates to business partners and management teams, monitoring/managing problem ticket queues, escalating with internal/external support teams, and taking a lead role or assisting with creation of Post Incident Reviews as required
• Perform trend analysis reporting to capture and highlight repeat/common types of failures and make

IT Application Support Analyst Equity Research Resume Examples & Samples

• To provide daily application and operations support to equity research users, equity sales in regions
• To work with user departments for requirement gathering on BAU enhancement or project work
• To maintain high performance and availability of production environment
• Liaise with users to ensure that operational issues are resolved on a timely basis and that correct actions are taken
• Manage and track production issues on a daily basis; manage incident resolution and reporting
• To manage vendor on support and system enhancements
• To work with infrastructure team on capacity planning and effective system monitoring
• To coordinate with infrastructure, development teams and vendors on system implementation, release and deployment
• Conduct testing, provide UAT support and handle production rollout
• Be client focused and maintain good working relationships with clients
• Provide both end user application and technical support for department developed internal application
• Application Support’s subject matter expert for designated custom ESE application deployments
• Identifies recurring application problems and collaborates with development teams to create solutions
• Troubleshoots complex application incidences
• Assists business partners with application specific application and technical questions through the maintenance of a support knowledgebase
• Provides on-site support to business partners during application deployments
• Reviews, recommends and implements operational improvements to support an increased automated work environment
• Identifies opportunities to automate manual workloads and develops tools to improve process efficiencies
• Creates reporting on metrics utilizing advanced analytical tools and is expected to maintain a reporting dashboard
• Develop in-house tools to support the automation of manual support processes
• Collaborate on a multi departmental automation projects to increase productivity through the integration of systems by reducing the need for manual processes
• Creates architectural work-flow documentation used to identify application flows and points of failure
• Working knowledge of Oracle 11G SQL and PL/SQL
• Working Knowledge of one or more Scripting Languages: Cron, Linux Scripting, Python, Pearl
• Knowledge of ITIL fundamental competencies
• MicoStrategy Reports and Dashboards or equivalent analytical reporting
• A minimum of 2 years of Customer Service experience
• Supporting Incident Management in the swift recovery of incidents affecting the payment/receivables applications
• Investigation and resolution of application processing queries raised by Business Operations
• Supporting project implementations into the production environment
• Reduction production incidents associated with payment and receivable applications
• This role is Bournemouth based
• You will have experience with IBM Mainframe technology including JCL, Natural, Adabas, Cobol, CICS and CA7
• You can demonstrate a hands-on approach to resolution of production incidents and the understanding of the bigger picture around production processes, from both a technical and a business perspective. You will also have a drive to prevent repeat or potential issues
• You will be able to demonstrate a good understanding of generic banking application architecture, including financial transactions processing
• Configuring, maintaining and supporting multiple web applications on IIS/Apache & WebSphere/Tomcat platforms
• Hands-on experience in troubleshoot performance issue including analyzing heap/thread dumps
• Experience in performance tuning of web applications
• Experience in supporting applications deployed on Oracle RAC
• Experience with developing Database monitoring scripts
• Experience in optimizing database queries
• Monitoring experience (Tivoli, AppDynamic, Apica, VCOPs, etc.) is a plus
• Provide technical support to our customer base. Candidate must use effective research, solution analysis, concise documentation, effective written/verbal communication and problem solving skills. Required to effectively convey root cause analysis of issues to software development staff for process/software changes
• Be required to represent the Production Support organization on company-wide project teams. In this capacity, you will be required to be aware of process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team
• Assist in the management of caseload and escalations from other departments
• Backup to Operations and perform in-depth research and identify sources of production issues
• Bachelor's degree in a computer related field and/or financial/accounting related field and 3 to 5 years related experience, Bachelor's degree in other field and 3 to 5 years equivalent experience
• Experience developing ad-hoc reports using database utilities
• Proficiency writing SQL in an Oracle database environment
• Experience with Job Control frameworks
• Working knowledge of one or more scripting languages (e.g. ksh, Perl)
• Unix/Linux background
• Experience in credit card industry or data processing preferred
• Total 3.5+ years experience- completely hands on
• Previous technical knowledge of support systems
• Good working knowledge of Unix , Oracle & Java with basic knowledge of application servers like Apache
• SWIFT Basics
• Application development background (i.e. experience and proficiency in languages such as Java, SQL, Unix shell scripting etc.)
• Experience working in a variety of application designs (e.g., web-based and thick-client distributed client server environment, vendor products)
• Experience working in a relational database environment (e.g., Oracle, Sybase)
• Proven experience designing and implementing proactive systems monitoring and health checks
• Excellent prioritisation, organizational and time management skills
• Incident management skills and experience
• Ability to influence and lead technical conversations with varied IT groups
• Experience with Geneos
• Experience with change management, production environments and support process in a large corporation

Related Job Titles

Application Support Engineer Resume Sample

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Work Experience

• Provide Level 1 and 2 support (24x7) of Scottrade’s in-house and 3rd party distributed production applications, as well as deployment of new software, upgrades and application code to remediate known defects. Effectively escalate to Level 3 in-house and 3rd party support teams as needed
• Work with business and I.T. associates, and outside vendors to effectively plan, deploy, document and maintain the distributed application/middleware environments’ additions and changes
• Work with business, I.T. associates and outside vendors to deploy, document and maintain the distributed application/middleware environments’ additions and changes
• Provide Level 1 and 2 support (24x7) of Scottrade’s in-house and 3rd party distributed production applications and middleware, as well as deployment of new software, enhancements, and patches across all environments and in conjunction with the project life cycle
• Work closely with internal and external teams within business and I.T. as well as outside vendors to effectively plan, deploy, document and maintain the distributed application/middleware environments’ additions and changes
• Lead technical evaluations, proof of concept’s and/or provide technical recommendations within discipline
• Career Gap Analysis
• Provide Level 1 and 2 support (24x7) of Scottrade’s in-house and 3rd party distributed production applications and middleware, as well as deployment of new software, enhancements, and patches across all environments and in conjunction with the project lifecycle
• Troubleshoot & provide straightforward solutions to moderate to complex technical problems/issues of end users
• Knowledge of NewRelic / other monitoring utilities
• Familiarity with supporting database, application & web servers in a high-availability high-performance clustered environment
• Excellent written and oral communication skills in a fast-paced environment
• Collaborating with software engineers, DBAs, and nontechnical teams
• Provides software support or technical support services typically in a defined moderately complex project
• Conducts a wide range of moderately complex technical analyses to ensure that software meets or exceeds specified standards and end-user requirements
• Reviews system requirements and business processes; debugs and implements software solutions. Makes recommendations on process improvements
• Determines software support requirements
• Reviews software policies, standards and procedures and make recommendations for change
• Identify & recommend maintenance approaches to proactively reduce problems for end users
• Use help desk data records/tracking and related applications/infrastructure to effectively address user issues
• Review backlogs, analyze help desk data and resolve issues related to applications/systems
• Experience in software monitoring and experience with App Dynamics, Splunk and Solarwinds
• Experience in engineering support with ever increasing levels of responsibility in various industries
• Experience in a web based Content Management System (CMS) environment
• A working knowledge of HTML / XML
• A working knowledge of CSS, Javascript
• Familiarity with networking / DNS concepts

Professional Skills

• Be responsible for upgrades, performance monitoring, installations, diagnosing and troubleshooting system problems, disaster recovery testing and maintaining user accessibility
• Demonstrated: excellent customer service skills, strong technical trouble-shooting and problem solving skills
• Strong communication skills (soft skills could be more important than technical experience)
• Have strong analytical and troubleshooting skills, good communication and documentation skills
• Impeccable communication skills, with a strong ability to communicate at a high-level with clients as well as account management skills
• Experience in troubleshooting complex technical issues with excellent analytical and problem-solving skills
• Provide exceptional client support while demonstrating strong problem-solving skills and excellent customer service

How to write Application Support Engineer Resume

Application Support Engineer role is responsible for troubleshooting, technical, analytical, customer, software, application, interpersonal, scripting, administration, java. To write great resume for application support engineer job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Application Support Engineer Resume

The section contact information is important in your application support engineer resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Application Support Engineer Resume

The section work experience is an essential part of your application support engineer resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous application support engineer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular application support engineer position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Application Support Engineer resume experience can include:

• A strong critical thinker, a self-starter, motivated, and possess excellent troubleshooting skills
• Technical aptitude, professional presentation skills, and superior customer service skills
• 4) Good communication skills to interact with the client, other stakeholders on the ticket resolution status, prioritize work intake process
• Prioritise work effectively to ensure that priorities are met
• Able to effectively set priorities and work well under deadlines with a strong attention to detail
• Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem-solving abilities

Education on an Application Support Engineer Resume

Make sure to make education a priority on your application support engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your application support engineer experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Application Support Engineer Resume

When listing skills on your application support engineer resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical application support engineer skills:

• Strong analytical background, troubleshooting skills and good understanding of IT Support model and concepts
• Demonstrated skills and experience in common software development practices & custom scripting (Linux scripts, APIs, SQL, Java, PS, process automation, etc.)
• Strong client-facing communication skills and experience
• Excellent problem solver with strong analytical skills and logical thinking
• Troubleshooting skills strong enough to be able to perform L2/L3 investigation and deliver resolutions
• Expert and proven analysis, judgment, decision making, organizational, and planning skills working in an autonomous and proactive manner

List of Typical Experience For an Application Support Engineer Resume

Experience for senior application support engineer resume.

• Excellent communication skills with team members and end users
• Excellent English, written and verbal, communication skills coupled with the ability to liaise with people internationally, through spoken and written channels
• Hands on and good organization skills
• Can do attitude with Excellent customer service skills
• Demonstrate the ability to work effectively both as an individual and as part of a team
• Experience in IT level 2 support. Experience in troubleshooting problems

Experience For Application Support Engineer, Senior Resume

• Does well with minimal “hands on” training and can pick-up new skills quickly and can “take the ball and run with it”
• Prior working experience with AWS - any or all of EC2, S3, EBS, ELB, Redshift, Kinesis
• Communicate effectively over variety of mediums including face-to-face, phone, and e-mail
• Other programming skills to develop tools – python , java or web development , .net any of these are desirable
• Strong skill on Process management, Quality management and Testing strategy
• Good skill on troubleshooting and incident analysis
• Develop skills to be able to build & deploy monitoring events

Experience For Data Analyst / Application Support Engineer Resume

• Natural problem-solving skills
• Any Java programming skills would be advantageous
• Strong understanding and experience in Unix or Windows
• Experience with Agile methodology, experience building large, scalable E-commerce applications
• Exceptional technical judgment, analytical, and problem solving skills are required
• Utilise software engineering skills to support company EM products
• Experience in working with at least one relational database management system with a strong knowledge of SQL standard language
• Experience in a similar role - working experience with Application support
• Mentor, provide oversight and assist the support team in building and enhancing support skills and capabilities

Experience For Associate Application Support Engineer Resume

• Appropriate written and verbal communication skills for a professional, technical environment
• Cross-Browser Debugging Skills
• Provide technical and business skills to upgrade customers to newer versions of the Aptean Product
• Effectively communicate needs of the team to department manager and escalate issues accordingly
• Microsoft SQL Server query skills

Experience For BIG Data Application Support Engineer Resume

• Plan workload activity against deliverables and monitor progress effectively
• XML, XSLT, Web Services/ SOA Skills
• Related experience with 7+ years total experience
• Related experience with 3+ years total experience
• Experience in development, architecture and/or client/server n-tier application experience required
• Strong experience with monitoring tools like Nagios, AppDynamics or equivalent
• Work with Product teams to make sure that new services and features can be effectively supported

Experience For Software Application Support Engineer Resume

• Professional communication skills via both phone and email
• Approximately 2-4 years’ experience working in a technical SAP role (more experience is not necessarily beneficial in the SAP context)
• Proven experience in Change Management processes
• Proven experience in Cognitive and Analytics
• Prior experience with Agile techniques nice-to-have
• Superior verbal communication skills with both internal and external customers
• Familiar with Computers and Operating Systems, with basic PC office automation application skills in MS Office

Experience For Technical / Application Support Engineer Resume

• Strong experience working directly with customers & ability to brainstorm concepts
• Familiar with Computers and Operating Systems, with basic PC office automation application skills in WORD, EXCEL, POWERPOINT, etc
• Superior written documentation skills
• Necessary industry experience and associated number of years of experience
• Demonstrated experience with Powerpoint, Word, Excel, and Microsoft Project
• Server administration skills - Microsoft Windows and/or Linux
• Work experience with ERP or other integrated business solution. Strong interest in technical details

Experience For Lead Application Support Engineer Resume

• Strong customer service and support experience
• Work closely with Tier1 team to help them troubleshoot effectively: consult, train, and mentor in order to transfer knowledge
• Skills and knowledge development in rare IT areas
• Extensive experience with 12/24V vehicle installation practises and aftermarket product experience
• Multi-task, effectively “switch gears” and manage multiple issues, actions, and time-critical tasks
• Working experience creating scripts to automate day-to-day operational tasks
• Implementing “hot-fixes” prior to new Service Pack release; Installing “hot-fix” or Service Packs and Software Patches

Experience For Junior Application Support Engineer Resume

• Understanding of computer architectures (server, storage and network) Experience Solving problems 3rd party application integration
• Understanding of and experience supporting on Microsoft Dynamics AX 2012 application
• Providing Java based Application / Product Support experience
• Scripting experience in bash, powershell or Windows batch
• Troubleshooting experience in a 24x7 high availability environment

Experience For Star CCM Application Support Engineer Resume

• Scripting experience (PowerShell, python, VB script)
• Working experience on data analysis, SQL/ PLSQL
• Working Knowledge of IT Hardware and Software, Experience with systems and IT operations
• Monitoring experience of a web application, database, JVM and logs (ELK/Splunk equivalent platform etc.)
• Working directly with the IT Lead to enhance operational efficiency and effectiveness of our global application landscape
• Experience in installing, configuring, maintaining and troubleshooting applications
• Experience working with SQL database, writing queries, identifying issues

List of Typical Skills For an Application Support Engineer Resume

Skills for senior application support engineer resume.

• Demonstrate the ability to work effectively both as an individual and as part of a team, prioritising workloads to meet tight deadlines (essential)
• Establish and build effective relationships with customers with excellent communication skills
• Strong attention to detail and have strong analytical skills. Anticipates issues and deals with them proactively
• Possess excellent analytical, troubleshooting, problem-solving, documentation, communication skills
• Excellent communication skills, including active listening and ability to clearly articulate
• Strong interpersonal, influencing and team working skills
• Good soft skills including influencing, presentation, facilitation and meetings, management & feedback
• Excellent troubleshooting, debugging, documentation, and communication skills
• Demonstrated and strong experience working with software engineering infrastructure, setup and deployment

Skills For Application Support Engineer, Senior Resume

• Orientation towards working with people Good analytical skills
• Strong structured and analytical problem solving skills
• An intuitive problem solving ability which leads to solution alternatives that reflect the analyst's diverse foundation of knowledge, skills and experiences
• Strong analytic, organizational and problem-solving skills
• Strong technical, analytical, communication, and IT skills, along with an understanding of trade fundamentals

Skills For Data Analyst / Application Support Engineer Resume

• Project Management and excellent Troubleshooting skills
• Solid internal/external client service skills including the ability to take ownership of escalated issues,
• Excellent communication, teamworking and interpersonal skills
• Applications administration experience, advanced application troubleshooting skills
• Excellent communication skills, written and verbal – Liaising between Vault Team, IT Service Desk, 3rd Parties and Offshore Development team
• Strong troubleshooting and diagnostic skills with the ability to think logically and analytically
• Strong interpersonal skills to interact with internal and external development staff
• Strong analytical, technical, interpersonal and communication skills

Skills For Associate Application Support Engineer Resume

• Quickly understand large systems, creatively solve problems, effectively prioritize, and execute tasks in a fast paced, dynamic environment
• Strong technical skills (SQL and Unix)
• The ability to take ownership of work, prioritise effectively and deliver to a high level of detail
• Excellent analytical and communication (Verbal and written) skills; process-oriented
• Strong IT Service Management process skills
• Strong Change Management Process skills
• Have software development skills in high-level languages (Python, Shell) and experience with databases
• Self-motivated with strong interpersonal, communication and organizational skills
• Strong administrative skills: organized, efficient and versatile

Skills For BIG Data Application Support Engineer Resume

• Strong analytical skills; ability to solve complex problems
• Strong analytical skills (problem solver)
• Customer orientation and good communication skills
• Excellent troubleshooting, project management, documentation, and communication skills
• Excellent analytical skills, especially in analysis of complex IT events or high-impact, complex projects
• Demonstrated analytical skills to troubleshoot and solve problems
• Good communication skill and experience to work with engineers around the globe
• Excellent Team skills, with ability to listen and contribute to discussions and meetings
• A self-starter with a proven ability to manage their own time and workload effectively

Skills For Software Application Support Engineer Resume

• Good French and English communication skills (Written and oral). [Important]
• Strong Leadership/directive skills
• Good organizational skills and the ability to manage a diversified workload
• Excellent communication, organizational and documentation skills and be able to interface with
• Scripting skills (Python preferably) would be beneficial
• Validated working experience in installing, configuring and troubleshooting UNIX /Linux based environments
• Proven experience developing tools and automations using scripting languages (e.g., Python, Perl, BASH, etc.)
• Strong experience in supporting, troubleshooting and/or implementing Java and Web-based enterprise applications
• Exhibits problem solving skills and shows flexibility in supporting evolution in

Skills For Technical / Application Support Engineer Resume

• Work on resolving support issues according to their severities, priorities, and age to maximize response time and resolution effectiveness
• Proficient computer skills including working with Microsoft Office (Visio, Excel, Word etc.)
• Technical experience in current Windows and/or Linux-based Server Operating systems required, including experience with IIS
• Proven hands-on experience deploying and maintaining complex, custom, multi-tiered application systems in a complex, global, online healthcare group
• Utilise monitoring, logging, source code and other information to effectively identify and diagnose the cause of incidents
• TCP/IP networking, troubleshooting skills
• Database experience (SQL server/ Oracle) with a good understanding of Stored procedures, and trouble shooting performance and data quality issues
• Guide less experienced support engineers in efficiently categorizing incoming application support issues by service and priority
• Strong Experience with Scripting, Data Migration and integration, SQL, MySQL, and working with API's

Skills For Lead Application Support Engineer Resume

• Proven experience in diagnosing and troubleshooting technical issues
• Strong SQL Database experience to run querying for troubleshooting
• Problem solving and troubleshooting skills with the ability to perform root cause analysis
• Proven experience working in Linux and Windows environment
• Prior experience with application support/problem solving in a technical environment
• Strong experience providing operational application support for Java-based and/or C applications

Skills For Junior Application Support Engineer Resume

• Proficient skills in using and setup of log management tools like Splunk, Tableau, SumoLogic etc
• Familiar with Computers and Operating Systems, with basic PC office application skills in Word, Excel, Power Point etc
• Proven experience in networking
• Proven experience in Linux & Windows platforms & basic operating system functionalities
• Strong experience automating server builds and software deployments via tools such as Chef, Electric

Skills For Star CCM Application Support Engineer Resume

• Triage & troubleshoot issues – leadership on key issues resolution, using application knowledge to validate, prioritise and manage issue backlog
• Successful application of CFD methods to meet real world goals in research or design. Flexible and willing to learn new skills
• Role is offering development of technical skills
• Expert technical skills in any of the following are desired
• Broad range of technical skills covering systems, security, and applications
• Good experience in database technologies including Oracle, SQL Server, DB2

List of Typical Responsibilities For an Application Support Engineer Resume

Responsibilities for senior application support engineer resume.

• Excellent troubleshooting, debugging and complex problem-solving skills
• Strong customer service skills while dealing with people at all levels (internal and external)
• 1 – 3+ years of progressive professional experience with demonstrated account management/SQL experience
• Superior writing skills for capturing knowledge, documenting bugs and creating stories
• Technical support experience including experience working in a large structured operational environment
• Effectively present technical topics to groups in a selling or training environment
• Exceptional analytical skills, troubleshooting, and problem solving ability
• Strong focus on providing the best user experience possible
• Good understanding on Payments domain - 3DS architecture and work flow– Good to have

Responsibilities For Application Support Engineer, Senior Resume

• A demonstrable ability to communicate effectively with all levels of staff, both orally and in writing
• Customer facing skills (ability to communicate clearly with customers via orally and written mediums)
• Proven experience executing enterprise-wide implementation of Kronos 7.x or Kronos 8.x in Payroll, Time, Attendance, Absence, and Leave modules
• Three (3) years’ of experience in Microsoft Windows and Excel required. Experience with ACL or another database query tool
• Effectively communicate and build relationships with business users and application developers
• Serve as a point of escalation and sustain effective communications with all stakeholders to maximize customer experience
• Good Experience with Application Servers/containers such as Tomcat / Apache / Jboss
• Good Experience with databases – Oracle/SQL Server, SQL query Developer etc
• Good to have Experience with SaaS and Enterprise environments

Responsibilities For Data Analyst / Application Support Engineer Resume

• Developer skills are desirable to enable occasional debugging and to support customers
• Windows or UNIX administration skills would be a added advantage
• Programing experience with C or Python would be beneficial
• Solid working knowledge and in-depth understanding of Microsoft Windows operating system platforms especially in Windows 2012/2016 server environments
• Some experience working with Microsoft SQL server and/or Oracle or relation object mapping tools (hibernate, OJB, etc.) and scripting tools
• Experience developing and deploying across multiple cloud technologies and managing infrastructure as code (AWS, VMWare, etc.)
• Experience using and supporting complex architecture environments consisting of custom applications and COTS
• Experience or exposure installing, configuring and administering Web-based applications, databases or open-source Projects

Responsibilities For Associate Application Support Engineer Resume

• Experience resolving system crashes and hardware related issues Understanding of modern IT production datacenter, hosting operations and End Users ecosystem
• Experience working with and supporting web services
• Experience working with mission-critical applications written using Java Ex: as both OC and AEM are Java applications
• Experience using HTTP debugging tools
• Solid understanding of client/server, networking and Internet technology fundamentals
• Information Systems experience working with the following systems: Oracle Exadata, IBM AS400 series, Windows, TCP/IP and SNMP network protocols
• Experience in working with Enterprise Faxing products

Responsibilities For BIG Data Application Support Engineer Resume

• Setup training schedules and drive upskilling to lower level engineers
• Good understanding of integration solutions such as MQ messaging and Message Broker, web services, and ETL
• Provide mentoring and training to less experienced team members
• Experience in providing mentoring to junior engineers as well as the customer’s staff
• Past programming experience and ability to learn new programming platforms
• Experience debugging and deploying applications in cloud and physical datacenter
• Experience building and managing Dashboards

Responsibilities For Software Application Support Engineer Resume

• Experience of monitoring IT environments using solutions such as System Center and PRTG
• Experience using browser developer mode, SQL and other scripting to troubleshoot, identify and isolate software problems
• Experience developing positive relationships with a wide variety of groups: sales, engineering, maintenance, management
• Experience in integrating and troubleshooting distributed systems in a Linux/Unix environment
• Experience installing and configuring COTS software applications

Responsibilities For Technical / Application Support Engineer Resume

• Experience with various clustering software such as Red Hat Clustering Service (RHCS) and Pacemaker
• Experience in reporting tools and data modeling
• Experience working with software monitoring tools, preferably ITRS Geneos
• Deep understanding of Object Oriented and SOA design concepts; Current experience developing fault tolerant applications in Java
• Experience of using and supporting a LIMS in an analytical laboratory is essential
• Experience with supporting/troubleshooting web applications
• Strong foundation in one or more of following technologies desired: Java, Groovy, Ruby, shell scripts SQL Server, and MySQL

Responsibilities For Lead Application Support Engineer Resume

• Able to thrive in a dynamic environment with shifting priorities
• Applications support or equivalent experience, incorporating
• Builds a strong relationship with other infrastructure teams including Unix SAs and DBAs
• Experience supporting a Saas environment product with external customers
• Strong foundation in one or more of following technologies desired: Java, Groovy, Ruby, JavaScript, JQuery
• Four+ years of experience supporting enterprise applications with high availability requirements
• Experience in the following technologies
• Possess working experience in any of ERP/MES/PDM/ WMS application implementation project

Responsibilities For Junior Application Support Engineer Resume

• Experience supporting a SASS environment product with external customers
• Firm grasp on how our applications and products work. Good understanding of data relationships. Apply knowledge as applicable
• Manage work and multitask to meet tight deadlines without losing sight of priorities
• Experience supporting at least 5 additional listed technologies (advanced level)
• Diagnose, identifies, isolates, and resolves issues in the production environment utilizing various maintenance tools, process and technical experience
• Alerts management to outages, priority issues, reoccurring problems and patterns with internal and external clients

Responsibilities For Star CCM Application Support Engineer Resume

• Experience in working, support and deployment of web application platforms especially Microsoft IIS 7/8 based applications
• Ninja caliber SQL experience. Conceptual and operational understanding of Mulesoft
• Past customer & software product support experience (well versed in problem resolution, user issues, providing application software and hardware support)
• Some experience with software development lifecycle methodologies, including Agile
• Experience working with software development teams to assemble custom application integrations & solutions
• Relational databases including experience of database design - preferably Oracle
• Experience of card processing security
• Experience of file I/O programming, especially with regards to extremely large files
• Experience with web debugging tools: Chrome Developer Tools, Charles, or Fiddler

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