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Support Analyst
Ref No.: 18-00025
Location: New york city, New York
Position Type:Contract
Start Date: 01/08/2018
DIRECT CLIENT REQ
Location: New York City, NY

Contract Position

Position Description
The person will manage the day-to-day support of the Risk Platforms while working closely with the global stakeholders and regional teams. The analyst will have the following project deliverables:
  • Provide Hands-on resolution to support tickets
  • Ensure stability of the systems
  • Enforce adherence to Support best practices, and metric reporting
  • Collaborate with the regional teams to evolve firm-wide best practices and effective support in the Follow-the-sun model
Responsibilities will include
1 Support ticketing - problem understanding and resolution with minimal escalations to regional teams or L2/L3 teams.
2 Planning and execution of non-ticket tasks (such as automation or tool implementations) as per the agreed commitments
3 Proactive notification of system availability and issues to the users.
4 Raising Incidents and following it up to closure.
5 Collect and publish support metrics
Required Experience
  • Experience in Unix, Databases, Shell/Perl scripting
  • Experience in support
  • Excellent analytical and communication skills including ability to provide clear and concise status to senior management.
  • Hands-on experience of Support
  • Hands-on experience of using tools such as Remedy (Desirable)
Professional Attributes
  • Good Verbal and Written communication skills
  • Initiative
  • Sense of Urgency
  • Problem Solving and Decision Making
  • Production Services Mind-Set
  • Ready to work under pressure