Job Summary:

• Critical Incident Management and Problem Management for application base
• Interfacing with clients face to face, via email and/or phone.
• Root-causing issues and submit requirements for continuous improvement
• Analyze data to understand scale of problem and define resolution
• Translates the client’s complex production issues into an executable course of action.
• Escalates urgent problems requiring more in-depth knowledge to appropriate development resources.
• Work side by side with clients to understand challenges and IT issues related to business applications daily.
• Analyze the issues and design system solutions to meet needs
• Work with other analysts and developers in other regions to design a solution and understand the associated development impact (i.e. LOE)
• Project manages issues to resolution and completion.
• Test new system releases and provide training support to front office on new releases, product launches and common issues
• Work with other team members and business services departments to devise new support material based on the revised processes.

Skills on Resume:

• Incident and Problem Management (Hard Skills)
• Client Communication (Soft Skills)
• Issue Root Cause Analysis (Hard Skills)
• Data Analysis for Problem Resolution (Hard Skills)
• Complex Issue Translation (Hard Skills)
• Escalation Management (Soft Skills)
• Client Relationship Building (Soft Skills)
• System Solution Design (Hard Skills)

Job Summary:

• Provide technical and application support to associates who in turn support customers.
• Provide technical and application support to customers when things get more technical.
• Perform quality assurance on all new software created by software development team.
• Help support and maintain critical web-based applications that run core business.
• Identify those tickets can resolve and those that will need to be resolved by the software development team.
• Working in a client-facing capacity in a collaborative team environment
• Build and maintain relationships with users and application administrators across multiple accounts
• Investigating and resolving SQL server and application issues via phone and email. 
• Bring a solid understanding of Azure Cloud environments.
• Detailed experience as a Support Analyst, specialising in SQL Server, ideally gained in a client-facing capacity
• Detailed understanding of Azure, SaaS and Cloud environments
• Proven ability to transform customer needs into solutions – understanding the question behind the question
• Logical and structured approach to computational problem-solving
• 
  

Skills on Resume:

• Technical Support (Hard Skills)
• Quality Assurance (Hard Skills)
• Web Application Maintenance (Hard Skills)
• Ticket Management (Hard Skills)
• Client-Facing Skills (Soft Skills)
• Relationship Building (Soft Skills)
• SQL Server Proficiency (Hard Skills)

Job Summary:

• Provide overall support for Level 1 and Level 2 incidents and escalate issues accordingly.
• Provide application support for core manufacturing applications.
• Maintain, analyse, enhance, and update all site applications and services.
• Analyse, generate and support reports for business and operational team requests.
• Provide second line user support for any technical issues via incident management processes and ticket tracking system.
• Handling, resolving, and, where necessary, escalating tickets, undertaking product and documentation reviews, 
• Testing and recommending bug fixes and providing support to existing projects. 
• Collaborative hat on will work closely with internal clients to provide application maintenance and support services, either directly to system users or to wider service delivery functions. 
• Investigating and resolving issues by getting to the root of the problem and may also include performance monitoring
• Entity management, finance systems and DMS, as well as interfaces.

Skills on Resume:

• Technical Support Skills (Hard Skills)
• Application Support Expertise (Hard Skills)
• Analytical Skills (Hard Skills)
• Report Generation (Hard Skills)
• Incident Management (Hard Skills)
• Quality Assurance and Testing (Hard Skills)
• Customer Service and Collaboration (Soft Skills)
• Problem-Solving Abilities (Hard Skills)

Job Summary:

• Promptly responding to user queries via a variety of methods (tickets, E-mail, telephone) Investigate and analyze application support incidents through to root cause.
• Co-ordination and escalation of necessary technical teams to resolve incidents and providing updates. 
• Action internal departments’ requests and changes
• Working closely with in-house dev ops and development teams, alongside 3rd parties
• Ensure applications achieve maximum uptime, availability and performance
• Make configurations on the load balancers and on the websites’ content delivery network (Akamai) Management and creation of DNS records and SSL certificates
• Ownership of release and change process, create and maintain documentation and diagrams
• Extract information from the database (SQL), monitor and implement IT security policies
• Create HTML/JavaScript snippets, participate in the out-of-hours support rota
• Making small modifications to Git repositories
• Quantitative skills, ability to interpret data and solve logical and technical problems Proactive, diligent and enthusiastic

Skills on Resume:

• Technical Troubleshooting (Hard Skills)
• Communication Skills (Soft Skills)
• Coordination and Escalation (Soft Skills)
• Collaboration (Soft Skills)
• Infrastructure Management (Hard Skills)
• Release and Change Management (Hard Skills)
• Database Management (Hard Skills)
• Problem-Solving Skills (Hard Skills)

Job Summary:

• Managing the intake process of user-reported issues (triage process)
• Responding to users where appropriate, investigating issues on behalf of the user
• Assisting the Salesforce Administrator with key tasks
• Provide technical and administrative support to users
• Provide guidance, assistance, coordination and follow-up on user questions, and resolves complex problems or malfunctions of all systems applications and software
• Respond to the more complex escalated problems.
• Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex user problems
• Documents and tracks status of user inquiries, coordinates appropriate response and follows up to ensure user satisfaction.
• Participates in the analysis of user identified issues or problems which may require changes to department procedures, standards or systems
• Perform a variety of tests (such as regression, integration, platform and performance tests) to confirm stability of software systems
• Evaluates effectiveness of new utilities and tools

Skills on Resume:

• Technical Proficiency (Hard Skills)
• Communication Skills (Soft Skills)
• Problem-Solving Skills (Hard Skills)
• Organization and Coordination (Soft Skills)
• Analytical Skills (Hard Skills)
• Testing Expertise (Hard Skills)
• Adaptability and Learning Agility (Soft Skills)
• Team Collaboration (Soft Skills)

Job Summary:

• Maintain the stability and efficiency of world-class software and live platforms
• Investigate technical issues and manage deployment of fixes to live systems
• Liaise with the Customer and Development teams to resolve important technical issues
• Join the ABC technology team that will keep producers, reporters and presenters creating best work. 
• These roles will form a team that is the escalation point for front line tech support function. 
• Reporting to the Team Lead.
• Providing Level 2-3 support for media asset management and workflow applications.
• Building and maintaining relationships with vendors to stay abreast of future improvements and new features.
• Building and maintaining relationships with internal stakeholders to establish long term production road maps.

Skills on Resume:

• Troubleshooting (Hard Skills)
• Deployment Management (Hard Skills)
• Customer Relationship Management (Soft Skills)
• Team Collaboration (Soft Skills)
• Level 2-3 Technical Support (Hard Skills)
• Vendor Relationship Management (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• Adaptability and Innovation (Soft Skills)

Job Summary:

• Provide second-level support for global application environments.
• Advise in the analysis of business requirements and the selection and implementation of technical solutions
• Continuously adopt a proactive approach to ensuring the reliability and availability of systems.
• Advise on tools, best practice techniques and methodologies.
• Develop application test plans, documentation and undertake testing
• Specify changes to resolve recurring problems within software applications. 
• Carry out data corrections and corrections of application faults, to produce failure free data and reliable applications.
• Develop application specifications in conjunction with internal customers, to solve business problems and enhance functional performance.
• Provide flexible support and advice to other support teams.

Skills on Resume:

• Technical Proficiency (Hard Skills)
• Business Analysis (Hard Skills)
• Proactive Maintenance (Hard Skills)
• Knowledge of Tools and Methodologies (Hard Skills)
• Testing and Documentation (Hard Skills)
• Problem-Solving Skills (Hard Skills)
• Data Management (Hard Skills)
• Customer Collaboration (Soft Skills)

Job Summary:

• Work alongside Infrastructure and development teams to ensure application issues are resolved by reporting on service now tickets and monitoring active status.
• As an application support analyst can be involved in first line support for all incidents and requests (internal and external matters).
• Working closely with analysts providing data and various technical support
• Assisting with ServiceNow at a timely manner
• Answering telephone/email queries from internal and external stakeholders.
• General administration support across the application support team will also be involved.
• Experience of analysing information, good communication skills and an eye for detail are key for this role.
• Act as an admin for mission critical systems such as: Salesforce, Lending Applications like Mortgage Cadence and Meridian Link or core systems such as Symitar.
• Simplify complex processes through the use of technology and automation to provide members and staff with extraordinary experiences.
• Support strategic initiatives through the administration and configuration of critical systems.
• Play a critical role in maintaining 99.9% uptime across network.
• Ensure satisfactory audit and compliance reviews by implementing bullet proof processes and procedures.

Skills on Resume:

• Technical Aptitude (Hard Skills)
• ServiceNow Proficiency (Hard Skills)
• Communication Skills (Soft Skills)
• Analytical Skills (Hard Skills)
• Attention to Detail (Soft Skills)
• Process Improvement and Automation (Hard Skills)
• System Administration (Hard Skills)
• Compliance and Audit Management (Hard Skills)

Job Summary:

• Provide day-to-day level 2 application support and customer service
• Document support activities thoroughly, accurately and in a timely manner
• Participation in collaborative reviews with the product and technical teams
• Assist with in region customer onboarding activities
• Build out knowledge base material for optimising support processes
• Work closely with the business and technology teams to analyze and resolve issues with 3rd party and in-house portfolio management and trading systems
• Provide day to day application level support for production incidents
• Have a keen eye on the production environment and following all the protocols with regards to production changes throughout the day
• Central point of contact for all Equities, Fixed Income, Multi-Asset and FX Technology related escalations
• Ensure all incidents are effectively logged, escalated, and followed up on
• Provide a consistently high level of client service to business partners

Skills on Resume:

• Technical Support Skills (Hard Skills)
• Documentation Skills (Hard Skills)
• Collaboration Skills (Soft Skills)
• Customer Onboarding Skills (Soft Skills)
• Knowledge Management Skills (Hard Skills)
• Analytical Skills (Hard Skills)
• Incident Management Skills (Hard Skills)
• Attention to Detail and Compliance (Soft Skills)

Job Summary:

• Providing technical and functional expertise in resolving business operations issues related to IT systems/applications
• Plan and execute integration and acceptance testing
• Provide consultation to users, document issues and resolutions
• Lead cross-functional linked teams to address business or systems issues.
• Provide timely response to production systems incidents to business users
• Provide Level 2 and above application support
• Perform system troubleshooting for complex systems/application issues in identifying cause of issues
• Provide fixes and/or workarounds to issues to enable quick resumption of production operations
• Collaborate with IT services and incidents response team and cross functional teams in resolving reported issues
• Perform root cause analysis and post incidents reviews and incorporate root cause fixes to the base product (i.e. systems and applications)
• Partner with Enterprise Product team in delivering fixes and incorporation of designs that consider user experience and supportability

Skills on Resume:

• Technical and Functional Expertise (Hard Skills)
• Integration and Acceptance Testing (Hard Skills)
• Consultation and Documentation (Soft Skills)
• Team Leadership (Soft Skills)
• Incident Response (Hard Skills)
• Application Support (Hard Skills)
• Troubleshooting and Issue Resolution (Hard Skills)
• Collaboration and Root Cause Analysis (Soft Skills)

Job Summary:

• Perform minor enhancements to base products
• Expand knowledge base for recurring issues and enable incidents response team to deal with such repeated issues
• Provide continuous education to business users on relevant systems usage and behaviors
• Provide consultation to user inquiries
• Could participate in product/application testing before it is released
• Part of the on-call arrangement for time-critical issues occurring during off-business hours
• Works independently, with guidance in only the most complex situations.
• Support with all the applications’ ongoing development and production across all business functions from front office to back office, most of which are business and time critical
• Maintain the production systems with high stability
• Monitoring and reporting on the status and health of UBS trading systems
• Contribute expertise to the management of existing and new IT products and services, including changes, upgrades, etc..

Skills on Resume:

• Technical Aptitude (Hard Skills)
• Problem-Solving (Soft Skills)
• Communication Skills (Soft Skills)
• Flexibility and Availability (Soft Skills)
• Stability Maintenance (Hard Skills)
• Collaboration (Soft Skills)
• Adaptability (Soft Skills)
• Attention to Detail (Soft Skills)

Job Summary:

• Working with customers to gain an understanding of business requirements, and ensure that customers’ expectations are understood and met. 
• Utilize diagnostic and other tools to monitor, maintain, troubleshoot and restore service or data to systems and document the results. 
• Troubleshoots network, hardware and software issues and coordinates resolution with users, vendors and internal service groups. 
• Represent Core team in Project Scrum meetings and Root Cause analysis. 
• Participate in application project implementations, maintenance, and upgrades. 
• Use sound judgment to make effective recommendations to management, customers, and peers. 
• Will update and develop new documentation for departmental procedures. 
• Be a mentor to junior team members in regards to proper procedures and technical concepts. 
• Individual should work well independently and as a member of a high performance team.
• Required to carry an individual paging device and work periodic schedule on-call rotation (24x7).
• Acts as an escalation point for Core production tickets.

Skills on Resume:

• Customer Relationship Management (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Communication and Coordination (Soft Skills)
• Project Management (Hard Skills)
• Sound Judgment (Soft Skills)
• Documentation (Hard Skills)
• Mentoring (Soft Skills)
• Teamwork and Independence (Soft Skills)

Job Summary:

• Provide 1st line user support for Clients using RiskConsole.
• Provide client with exceptional service whether by phone, email, etc.
• Respond to incoming support issues and minor enhancements.
• Identify root causes of issues and resolve or escalate to the appropriate team.
• Manage customer expectations and communicate status and resolution.
• Communicate to others clearly issues and importance under pressure.
• Use bespoke system tools to monitor and make changes.
• Using the internal systems, to log monitor and assign support cases through lifecycle
• Develop a deep understanding of software while sharing knowledge with others.
• Support Client Engagement Managers with client queries or with chargeable system tasks on behalf of the Client Administrator

Skills on Resume:

• Technical Proficiency with RiskConsole (Hard Skills)
• Exceptional Customer Service Skills (Soft Skills)
• Problem-Solving and Troubleshooting (Hard Skills)
• Effective Communication (Soft Skills)
• Adaptability and Flexibility (Soft Skills)
• System Monitoring and Management (Hard Skills)
• Case Management and Documentation (Hard Skills)
• Knowledge Sharing and Collaboration (Soft Skills)

Job Summary:

• Provide 1st / 2nd line support for all IT core business applications
• Logging the nature of the problem, investigating and resolving where possible
• Escalate urgent problems requiring more in-depth knowledge to appropriate resources within the company or externally.
• Maintain a robust process of logging and assigning issues and service requests to the relevant support team members and external suppliers
• Provide issue resolution within the assigned Service Level Agreements and pro-actively reduce the opportunity for calls
• Liaise with external suppliers for call tracking and resolution within agreed Service Level Agreements
• Work side by side with users to understand challenges and IT issues daily and make recommendations for application improvements
• Develop custom reports and simple tools to meet IT and user needs
• Ensure that all working practices comply with Health and Safety legislation

Skills on Resume:

• Technical Proficiency (Hard Skills)
• Problem-solving (Soft Skills)
• Communication (Soft Skills)
• Time Management (Soft Skills)
• Collaboration (Soft Skills)
• Customer Service (Soft Skills)
• Analytical (Hard Skills)
• Compliance (Hard Skills)

Job Summary:

• Manage and resolve incidents, service requests and problem tickets for assigned applications within designated performance metrics and in accordance with all applicable SOPs, team processes and management guidelines. 
• Develop and maintain technical documentation for Application Support 
• Conduct thorough system analysis 
• Perform the role of an Incident Manager to drive the return of service due to an incident
• Gain in depth knowledge of the customer area functions, applications, and system components.
• Coordinate various technology groups in order to solve issues or recommend solutions.
• Handle multiple concurrent tasks and assist in reprioritization of outstanding issues.
• Coordinate and execute special Core team project requests.
• Collaborate with cross-functional teams to understand needs and work towards global IT solutions
• Define workarounds for known errors and initiate process improvements
• Maintain a knowledge database, share workload with team members

Skills on Resume:

• Incident Management (Hard Skills)
• Tech Documentation (Hard Skills)
• System Analysis (Hard Skills)
• Incident Leadership (Hard Skills)
• Domain Knowledge (Hard Skills)
• Coordination (Soft Skills)
• Task Management (Soft Skills)
• Process Improvement (Soft Skills)

Job Summary:

• Learn a wide range of technologies, client's investor servicing platforms
• Join a team of highly motivated and experienced colleagues who thrive in delivering the next generation of technology to clients.
• Build active partnerships with clients to provide independent, trusted advice and deliveries.
• Participate in new opportunities and assist in delivering solution proposals across multiple clients
• Develop career through Academy and mentoring programs to ensure grow with us.
• Become certified in various technological solutions such as Microsoft Azure, AWS and ITIL.
• Multi-task between multiple support inquiries, troubleshoot/Analyze bug ticket cases
• Provide updates to clients at every step of the process.
• Communicate with clients via e-mail.
• Own and triage help support tickets including coordination amongst professional services and development teams

Skills on Resume:

• Technological Proficiency (Hard Skills)
• Team Collaboration (Soft Skills)
• Client Relationship Management (Soft Skills)
• Solution Proposal Development (Hard Skills)
• Continuous Learning (Soft Skills)
• Certifications (Hard Skills)
• Problem-Solving and Analytical Skills (Hard Skills)
• Communication (Soft Skills)

Job Summary:

• Managing issues as they arise and providing resolutions or workarounds that maintain the validated state of the system.
• Leading root cause analysis investigations to prevent reoccurrence of incidents and problems.
• Management and production of system reporting to support Service agreements and proactive system management.
• Work with suppliers, supporting annual reviews
• Ensure appropriate technical knowledge transfer is completed
• Issue resolution activities are complete appropriately to maintain system compliance
• Maintain system availability/performance
• Active management of software licenses.
• Managing routine maintenance activities such as server restarts, and general system housekeeping activities including knowledge of application logs.
• Managing the full lifecycle of changes on allocated systems to ensure change requests are fulfilled according to standard operating procedures.
• Leading / Participating in upgrade projects.

Skills on Resume:

• Problem Management (Soft Skills)
• Root Cause Analysis (Hard Skills)
• Reporting and Documentation (Hard Skills)
• Vendor Management (Soft Skills)
• Knowledge Transfer (Soft Skills)
• Compliance Management (Hard Skills)
• System Maintenance (Hard Skills)
• Change Management (Soft Skills)

Job Summary:

• Risk/Impact assessment of any application patches or upgrades provided by the Vendor to manage end-of-life risk and wider implications of required changes/updates.
• Manage of technology dependency roadmap
• Ensure that Operating systems, databases and any 3rd party technical applications do not pose a risk to the system by going end-of-life / unsupported.
• Adhering to the Disaster Recovery Schedule to ensure the overall system can be recovered/restored to support defined RPO and RTO. 
• Holder to proactively manage the improvement of both of these measures to provide improved service.
• Testing of the applications to ensure system works correctly following critical server patching.
• Assisting with Periodic reviews of GxP Systems.
• Provide comprehensive support and end user documentation for all systems
• Project implementations to improve support team knowledge and the end user experience.
• Fulfilling the role of Subject Matter Expert for all assigned technologies.

Skills on Resume:

• Risk Management (Hard Skills)
• Technology Dependency Management (Hard Skills)
• Disaster Recovery Planning (Hard Skills)
• Continuous Improvement (Soft Skills)
• Testing Skills (Hard Skills)
• GxP Systems Compliance (Hard Skills)
• Documentation (Hard Skills)
• Project Management (Soft Skills)

Job Summary:

• Responding to customer service incidents/requests
• Providing updates to requests on the IT Service Management tool
• Liaising with customer contacts to analyse, review and explain request solutions 
• Analyse requests to determine categorization – for example, incident Vs change request
• Working with the Comma Support Desk manager to agree on priorities and capacity
• Providing input into customer service management reporting
• Undertaking small software changes in-line with Customer Improvement projects/initiatives.
• Working through the application support team ticket queue ensuring tickets are dealt with in a consistent and professional manner.
• Following documented processes to help resolve common problems.
• Monitor and manage the escalations queue to ensure service requests and incidents across the application estate are dealt with in a timely manner.
• Triage of incidents e.g. log gathering, steps to reproduce etc.
• Help improve process documentation for common tickets.

Skills on Resume:

• Customer Service Skills (Soft Skills)
• IT Service Management Tool Proficiency (Hard Skills)
• Communication and Liaison (Soft Skills)
• Analytical Skills (Hard Skills)
• Collaboration and Teamwork (Soft Skills)
• Reporting Skills (Hard Skills)
• Technical Skills (Hard Skills)
• Process Improvement (Soft Skills)