Responsibilities
Global Banking Technology & Operations (GBTO) delivers day-to-day services to Global Banking & Investor Solutions (GBIS) Business Units and their clients. With IT & Operations teams working side by side under the same leadership, the goal of GBTO is to meet the evolving needs of its clients and market requirements, as well as anticipate technological advances to accelerate and support the transformation of GBIS activities. GBTO is at the very heart of this technological and operational challenge.
This position provides 2nd level Application Support for a wide range of applications working within a global organization. The successful candidate will need to be energetic, hardworking, and willing to take full ownership of issues that arise; ensuring issues are resolved from start to finish. You will be working on tier 1 application and must be able to always think quickly and deal with pressure.
Tasks:
- Troubleshooting/Resolving Application issues
- Following escalation processes, incident, and problem management of issues always
- Create and keep documentation current on all applications supported.
- Understanding and working with internal partners on improving processes and making applications reliable.
- Understanding end to end management of specific projects (if applicable)
- Transfer of knowledge to the rest of the team always to ensure follow-the-sun support (24/6 global support).
- Liaising with other branches in EMEA/NA/APAC to improve teamwork.
- Some out of hour’s support may be necessary, including weekends. (Maybe short notice)
- Creating daily issue tickets and populating with all required info including resolution steps
- Creating and maintaining all incident/problem tickets
- Other duties and/or projects, as assigned
- Ability to communicate issues/ resolutions with internal partners, showing proper customer service skills (define expectations of customer service skills as professionalism, courtesy, understanding of issue, teamwork, etc.)
- Ability to work with IT partners on issues and resolutions. Pressing for improvements and resolution updates.
Profile Required
Skills:
- Solid knowledge of SQL, Python, Linux, Cloud technologies a MUST, and Java a plus
- Operating Systems - Windows/Linux skills
- Cloud Technologies – ELK stack, Dockers and Kubernates - Azure preferred
- Scripting languages – Shell, Python, Java, SQL, PL SQL
- Knowledge of clearing systems/market technology
- Troubleshooting skills
Experience:
- Minimum 3+ years of experience within an application support role
- Minimum 3+ years of experience in a high-available production cloud environment (Azure preferred)
- Experience in ELK stack, Dockers and Kubernates.
- Experience in APIs, microservices and Azure managed services (i.e., AKS, PostGres, KeyVault)
- Familiarity with “Follow the Sun” methodology in a global environment
- Experience of working in the financial markets
- Experience working with a high-pressure environment
- Solid support experience
CORE COMPETENCIES NEEDED:
- Proactive and results oriented, sets high standards of performance
- Client focused, identifies, and anticipates client requirements
- Staff development, promotes knowledge sharing and learning
- Detail-oriented and well organized.
- Excellent written and verbal communication skills.
- Cooperative promotes collaborating within and across teams.
- Strong analytical skills, follow-up capability and problem-solving ability.
- Flexible and adaptable to a changing environment.
- Must be passionate, determined, and have intellectual curiosity
- Must have the ability and desire to work collaboratively
- Must have a thorough understanding of what client service is and a strong commitment to ensure they provide solid client service
- Ability to work under pressure and think quick