Job Summary:

• Maintaining and improving the performance and scalability of production application systems
• Plan and execute application upgrades
• Ensuring application SLAs are consistently met and peak support times are covered
• Performing deep dives on data for analysis, investigation, and root cause analysis
• Producing and maintaining documentation of processes, SLAs, workflows, and settings
• Managing vendor relationships associated with supporting the applications
• Strategic analysis and conditioning of application data
• Working with key teams and stakeholders to seamlessly introduce new capabilities and processes into the application environment
• Coordinating the application release process, including risk analysis, configuration changes, and evaluation of results
• Assisting with planning and roll-out of a production application dashboard
• Monitoring and capacity planning around production systems
• Participating in application-specific disaster recovery planning and exercises
• Assures ongoing compliance with personal data protection regulations as it relates to the application systems

Skills on Resume:

• Performance Optimization (Hard Skills)
• Upgrade Planning and Execution (Hard Skills)
• SLA Management (Hard Skills)
• Data Analysis and Root Cause Analysis (Hard Skills)
• Documentation and Process Maintenance (Hard Skills)
• Vendor Management (Soft Skills)
• Strategic Analysis and Data Conditioning (Hard Skills)
• Stakeholder Collaboration (Soft Skills)

Job Summary:

• Travel to (or do remotely) customer locations for installation, upgrades, and device configuration.
• Deliver network implementation and remediation projects to meet demands
• Manage 2-3 Application Support Technicians
• Identify, diagnose and resolve network problem, analyze root cause
• Install, maintain and upgrade network hardware, software, and operating systems
• Report network operational status by gathering, prioritizing information
• Secure network system by establishing and enforcing policies, and defining and monitoring
• Field calls and emails from customers
• Diagnose, replicate, troubleshoot and identify solutions to resolve customer issues
• Escalate unresolved issues to the appropriate internal teams.
• Communicate status of issues and projects to customers and colleagues

Skills on Resume:

• Technical Proficiency in Networking (Hard Skills)
• Project Management (Hard Skills)
• Team Management (Soft Skills)
• Problem Solving and Root Cause Analysis (Hard Skills)
• Communication Skills (Soft Skills)
• Customer Service (Soft Skills)
• Security Management (Hard Skills)
• Escalation Management (Soft Skills)

Job Summary:

• Manage local frontline/backline teams and track performance
• Coordinate ticket management by local team
• Manage backlogged tickets and respond to tickets
• Ensure incidents are recorded, prioritized, categorized, and managed in accordance with SLAs
• Incident Management and manage Customer Notifications for local region (and for other regions when they are out of hours)
• Coordinate RCA preparation to ensure completion in a timely manner
• Track open problem tickets and work with technical teams to ensure closure of problem tickets in timely manner
• Run and monitor test environments in support of new releases.
• React to ad-hoc requests from the business when appropriate
• Develop and maintain relationships with other internal technology, project and business groups and external vendors
• Encourage continuous service improvement and manual task automation

Skills on Resume:

• Team Management (Soft Skills)
• Ticket Management (Hard Skills)
• Incident Management (Hard Skills)
• Customer Communication (Soft Skills)
• Root Cause Analysis (RCA) (Hard Skills)
• Problem Ticket Tracking (Hard Skills)
• Test Environment Management (Hard Skills)
• Adaptability and Relationship Building (Soft Skills)

Job Summary:

• Recognized as the subject matter expert on all the critical applications supporting the business
• Maintaining a high level of “hands-on” support across the application portfolio, with a detailed understanding of the relationships between applications and business functions
• Ensure correct running of all applications and processes including start/end of business day checks
• Monitor and ensure compliance with all required processes and procedures, specifically change management, access control and security
• Risk assess and approve change and privileged access requests
• Take the lead in investigating and resolve application and business issues relating to applications and processes
• Lead incident resolution of all high priority issues
• Escalate problems and errors to 3rd line support or vendor teams and act as problem owner to deliver resolution
• Improve and enhance application and system monitoring and alerting
• Coordinate application implementations and upgrades.
• Provide support and guidance to projects working on new developments of production systems

Skills on Resume:

• Technical Expertise (Hard Skills)
• Hands-on Support (Hard Skills)
• Process Management (Hard Skills)
• Risk Assessment and Management (Hard Skills)
• Problem-Solving Skills (Soft Skills)
• Incident Management (Soft Skills)
• Escalation Management (Soft Skills)
• Continuous Improvement (Soft Skills)

Job Summary:

• Working as the lead for the applications support team
• Creating bridges with operations teams, engineering teams and product owners and handling all end user application support issues
• Build and lead a team of skilled application support specialists to ensure day-to-day operations are fully executed
• Functions well in a team environment while being self-motivated to work effectively without supervision
• Direct delivery of IT application management governance processes
• Ensuring day-to-day operations delivered by internal and external teams are executed as expected
• Develop plans to identify and fix root causes of application outages and incidents following agreed-upon change control and release management processes
• Act as point of escalation for IT service delivery concerns from the business and IT management for area
• Ensuring business impacts are identified and discussed
• Collaborate with project teams and application/service transition team to ensure that new services and upgrades are implemented without adverse impact on the end user base
• Organize and lead daily meetings with the applications support team

Skills on Resume:

• Leadership Skills (Soft Skills)
• Communication Skills (Soft Skills)
• Team Building and Management (Soft Skills)
• Self-motivation and Initiative (Soft Skills)
• IT Governance and Process Management (Hard Skills)
• Problem-Solving and Root Cause Analysis (Hard Skills)
• Escalation Management (Soft Skills)
• Change Management and Transition Planning (Hard Skills)

Job Summary:

• Develop applications support processes and ensure the team operates them professionally at all times
• Provide thorough support and problem resolution for customers
• Inform customers about issue resolution progress and track against SLOs/SLAs
• Produce real-time reports on volume of customer queries and service tickets and time to resolution
• Assist with the development of end user support guides and FAQs
• Responding to customer requests and managing problem and incident tickets
• Document issues and resolutions clearly via email and Salesforce
• Document knowledge in the form of knowledge base tech notes and articles
• Test new versions of software and file QA reports
• Assist with brainstorming and testing efforts during software development phases

Skills on Resume:

• Process Development and Management (Hard Skills)
• Customer Support and Problem Resolution (Hard Skills)
• Communication (Soft Skills)
• Documentation (Hard Skills)
• Ticket Management (Hard Skills)
• Quality Assurance (QA) (Hard Skills)
• Technical Proficiency (Hard Skills)
• Analytical Skills (Soft Skills)

Job Summary:

• Collaborates with Product Management, System Architects, and IT Platform Managers to refine features and decompose them into stories
• Refine user stories with the team to deliver features and enablers
• Collaborates with team members to ensure stories are clear and have mutually understood acceptance criteria
• Collaborates with team members to ensure successful team reviews (demos) and integrated system demos
• Works with team members, Product Management, and System Architects to ensure estimates for features and stories are performed in a Lean-Agile manner
• Collaborates with the team in creating sprint goals and longer-range objectives
• Supports Lean-Agile estimation practices
• Supports quality practices and DevOps
• Constant communication with Product Management, IT Platform Managers, and other stakeholders concerning the status of in-progress work and preparation for upcoming work
• Responsible for the SAP Integration, process design, evaluation, prototype, configuration and provide strategic planning for SAP Data Integration
• Plan and Manage day-to-day operations based on Service Demands for the Record to Report area
• Assistance in the resolution of tickets in the Record to Report area

Skills on Resume:

• Agile Methodologies (Soft Skills)
• User Story Refinement (Soft Skills)
• Estimation Techniques (Hard Skills)
• Sprint Planning and Objective Setting (Soft Skills)
• Communication Skills (Soft Skills)
• Integration and Process Design (Hard Skills)
• Operations Management (Hard Skills)
• Problem Resolution (Soft Skills)

Job Summary:

• Manage the Application Support Team and take full responsibility for their effectiveness.
• Coach and develop the team, liaise with multiple internal teams
• Make strong stakeholder relationships with Product Owners
• Deputise for the Application Support manager
• Participate in appraisals for each permanent team member
• Meeting business users to review incidents, support and changes, writing incident reports for senior management
• Delivery of Maintenance Services
• Delivery of SME to AMS team in the analysis of tickets and diagnosis the cause
• Suggest standard solutions to the Customer based on Best Business Practices and provide Design for any Customization.
• Interacts with Clients in the Record to Report area for requirements gathering, solution design and testing planning

Skills on Resume:

• Leadership and Team Management (Soft Skills)
• Coaching and Development (Soft Skills)
• Interdepartmental Collaboration (Soft Skills)
• Stakeholder Management (Soft Skills)
• Deputizing (Soft Skills)
• Performance Evaluation (Soft Skills)
• Incident Management and Reporting (Hard Skills)
• Solution Delivery and Client Interaction (Hard Skills)

Job Summary:

• Provide day-to-day leadership of the Application Support Analyst team. 
• Ensuring work is allocated effectively and dealt with in SLA, training needs are identified and met
• Define and document processes, and escalations managed internally and with suppliers.
• 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 their agreed Service Level Agreements.
• Work side by side with users to understand their challenges and IT issues daily and make recommendations for application improvements
• Ensure that all working practices comply with Health and Safety legislation
• Leadership role of small teams

Skills on Resume:

• Leadership Skills (Soft Skills)
• Process Definition and Documentation (Hard Skills)
• Technical Support (Hard Skills)
• Escalation Management (Soft Skills)
• Issue Tracking and Assignment (Hard Skills)
• Service Level Agreement Management (Soft Skills)
• Vendor Management (Soft Skills)
• User Engagement and Recommendations (Soft Skills)

Job Summary:

• Develop and implement a strategic and comprehensive Financial Crimes Compliance technology solution for capturing, monitoring and reporting activities. 
• Participate in the implementation of technology strategic planning initiatives that support FCC applications, including all new products and/or improvements over existing products.
• Provide day-to-day leadership in a liaison role between vendor providers and the Financial Crimes Compliance team for technical support and project delivery processes.
• Implement Regulatory Reporting platform with the following features: active regulatory rules management, reports management and submissions, forms onboarding, calendar maintenance, cross report integrity, top side adjustments, regulatory edit-checks, attestation workflows and re-statements.
• Build a platform to support Compliance Risk Management which includes Enterprise-wide Anti-Money-Laundering Risk Assessment, Compliance Annual Risk Management, Anti Bribery and Corruption, Sanctions, Fair Lending Act, AML threshold setting, Optimization and Segmentation.
• Oversee vendor changes and releases to the production platform in effective manner.
• Evaluate technology and architecture deliverables for current and new technologies.
• Responsible for vendor SOC report reviews, vendor application end-user controls (CEUC), etc.
• Establish/maintain contacts within banking industry to keep appraised of business activities/ business drivers, business requirements, solution strategies, and alternatives, etc.
• 
  

Skills on Resume:

• Financial Crimes Compliance Expertise (Hard Skills)
• Technology Solution Development (Hard Skills)
• Project Management (Soft Skills)
• Regulatory Reporting Platform Implementation (Hard Skills)
• Compliance Risk Management (Hard Skills)
• Vendor Management (Soft Skills)
• Technology Evaluation (Hard Skills)
• Industry Networking (Soft Skills)

Job Summary:

• Ensuring all applications are proactively monitored, managed and supported according to industry/vendor best practice, applications are kept current, adhering
• Defined policies, processes and procedures to meet agreed SLAs/KPIs.
• Ensuring all Application Changes are presented well in CAB, and executed to plan without unexpected impact to service.
• Ensuring all SIPs and Problems across the Application Portfolio are exhaustive in their search for root cause and preventative actions.
• Ensure all Incidents are given the appropriate attention to meet and improve on availability and performance measures.
• Work with Vendor Service Management to review third party supplier perfromance as it relates to applications
• Assessing the Service they provide, and assisting with technical detail.
• Contribute to designing and delivering an enterprise application strategy that supports both IT and any wider business objectives
• Work with Cyber Security to ensure that all Application components are managed to the appropriate level of risk

Skills on Resume:

• Application Monitoring and Support (Hard Skills)
• Policy and Procedure Adherence (Hard Skills)
• Change Management (Hard Skills)
• Problem Management (Hard Skills)
• Incident Management (Hard Skills)
• Vendor Management (Soft Skills)
• Enterprise Application Strategy (Soft Skills)
• Cybersecurity Integration (Soft Skills)

Job Summary:

• Develop and refine application support procedures to ensure continuous improvement
• Act as a level 3 escalation point to triage and then delegate of resolve support tickets through phone, web, email 
• Channels by providing superior help desk performance as measured by ticket quality, call quality, resolution quality and timing, and overall client satisfaction
• Assist team members in resolving support tickets and troubleshooting by acting as point of escalation for difficult/advanced technical support issues 
• Identify and highlight best practices in support and contribute to a knowledgebase of articles
• Proactively assist customers with suggestions for new features released by Microsoft on a variety of applications including the Power Platform, SharePoint and Microsoft Office.
• Manage a clear strategy to effectively manage the bi-annual upgrades of the Power Platform across multiple customers
• Engage with Microsoft Support to assist and resolve customer support issues.
• Communicate with business stakeholders and consultant team members to ensure the solution design or fixes meet requirements
• Implementing and configuring proactive monitoring solutions to develop a proactive support capability.

Skills on Resume:

• Application Support Procedures (Hard Skills)
• Escalation Handling (Hard Skills)
• Technical Troubleshooting (Hard Skills)
• Best Practices Identification (Hard Skills)
• Microsoft Product Knowledge (Hard Skills)
• Vendor Engagement (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Proactive Monitoring (Hard Skills)

Job Summary:

• Manages business relationships across the domain as well as partner teams ensuring systems are up and trucks are rolling
• Be the initial point of contact on day-to-day operational, process, and performance items.
• Identify trends and areas of improvement
• Lead/participate major incident service restoration and problem management activities (will be on call in the event of major incidents)
• Work closely with Team in a managed services model to review work progress and status
• Supporting the Work Intake process to schedule initiatives
• Partners with Fulfillment Team and broader Commercial Team to ensure solid communication and issue resolution
• Partners with software and hardware vendors to ensure solutions and equipment meet project specifications
• Partners with Enterprise Program Management Office (EPMO) to ensure execution of project governance and activities
• Maintain support documentation in a consistent manner across the Codec group.
• Be able to guide and manage a support team towards defined goals.
• Identify implementation risks and participate in defining risk mitigation and control activities. 
• Maintain lean documentation, ensuring it is kept relevant and useful.

Skills on Resume:

• Business Relationship Management (Soft Skills)
• Operational Oversight (Hard Skills)
• Incident Management (Hard Skills)
• Team Collaboration (Soft Skills)
• Project Coordination (Hard Skills)
• Communication and Issue Resolution (Soft Skills)
• Vendor Management (Soft Skills)
• Documentation and Risk Management (Hard Skills)

Job Summary:

• Be responsible and accountable for individual and team results
• Oversee day-to-day teams' operation and performance
• Ensure customer satisfaction objectives
• Do regular performance evaluations, set clear team goals and KPIs
• Monitor team performance and report on metrics
• Ensure adequate staffing and appropriate skill levels by managing shifts, staffing schedules
• Manage and control personal presence onsite including holidays, shift and unforeseen absences for individual and teams
• Provide recommendations to improve staff and team operational, technical and customer satisfaction
• Take on a wider customer service role and act as an escalation point for the customer
• Responsible for managing and assigning the tasks of the Application Support Specialists
• Responsible for working with management to design and measure metrics within the Application Support department to ensure company strategic goals are met.
• Be responsible for entire projects or functions having modest scope/impact or portions of projects having considerable scope/impact to department, area, and, at times, SBU results

Skills on Resume:

• Leadership and Team Management (Soft Skills)
• Performance Management (Hard Skills)
• Customer Satisfaction Management (Soft Skills)
• Staffing and Scheduling (Hard Skills)
• Problem Solving and Decision Making (Soft Skills)
• Communication Skills (Soft Skills)
• Project Management (Hard Skills)
• Technical Knowledge (Hard Skills)

Job Summary:

• Be accountable for operational support of various environments 
• Oversee the delivery of mission-critical infrastructure and development projects for GOW and/or major client groups. 
• Building relationships with AD partners and collaborating using DevOps tools and implementing continuous automated deployments. 
• Successfully deliver complex, enterprise-scale projects involving multiple front-end and back-end systems. 
• Work closely with other technology and business teams as well as vendors
• Ensure appropriate delivery of support services, and ensure adherence to standards and operating procedures.
• Users may be located in various business units or locations.
• Interact with external vendors that have contracted with for support of packaged applications.
• Support client facing businesses and functions. 
• Remote and face to face communication required with the business for service delivery. 
• Support application may be required of hours in order to aid the business in meeting client deliverables

Skills on Resume:

• Operational Support Accountability (Soft Skills)
• Project Management (Hard Skills)
• DevOps and Automation (Hard Skills)
• Project Delivery (Hard Skills)
• Collaboration and Relationship Building (Soft Skills)
• Service Delivery Management (Hard Skills)
• Vendor Management (Soft Skills)
• Communication Skills (Soft Skills)

Job Summary:

• Learn about clients, the team, and different areas of support process
• Identify areas of improvement in processes
• Build relationships with clients and vendors to assess needs
• Take over and grow project specific support process
• Act as the primary contact for customer support issues
• Fully take project support process and build out improvements and enhancements
• Guide internal and external staff on best practices, areas of improvement, and resolution of issues
• Continuously improve the support process of client engagements.
• Engage and interview critical stakeholders to assess areas support process can improve.
• Lead a team of Application Support Specialists and help them identify holes in knowledge, skills, practices, and decision making.
• Add to company culture of growth and innovation by leading a key factor of process.

Skills on Resume:

• Client Relationship Management (Soft Skills)
• Process Improvement (Hard Skills)
• Vendor Relationship Management (Soft Skills)
• Project Management (Hard Skills)
• Customer Support (Soft Skills)
• Process Optimization (Hard Skills)
• Coaching and Mentoring (Soft Skills)
• Continuous Improvement (Soft Skills)

Job Summary:

• Work directly with impacted resources/teams in understanding incidents as they arise.
• Acquire steps to reproduce issues or gain an understanding of the specific scenario/conditions behind an incident.
• Properly track incidents from start to close via Jira Support ticket system.
• Actively and consistently improve understanding of the system and the solutions used in order to improve the Support team’s capabilities when addressing future issues.
• Guide and enforce Product Support policy and procedures with fellow Product Support team members.
• Work with multiple teams and departments to better understand the products, processes, and business model with respect to internal/external applications.
• Exhibit proper “bedside” manner when communicating or addressing any impacted end-users.
• Exhibit a sense of urgency when communicating to business and technical partners on incidents as occur when impact system performance or resource availability.
• Act as a technical resource during other projects 
• Support software applications (Front-end programming: HTML, CSS, JavaScript, jQuery, and Angular).

Skills on Resume:

• Incident Management (Hard Skills)
• Troubleshooting and Problem Solving (Hard Skills)
• Ticketing System Management (Hard Skills)
• Continuous Learning (Soft Skills)
• Policy Enforcement (Soft Skills)
• Cross-Functional Collaboration (Soft Skills)
• Effective Communication (Soft Skills)
• Sense of Urgency (Soft Skills)

Job Summary:

• Work with the various business departments to understand needs for the software and any issues/concerns they are experiencing.
• Consult with business and IT partners on the evaluation of software especially as it relates to support considerations.
• Periodically review and update DR scripts.
• Establishing cross-training initiatives within the team to provide enhanced support capability.
• Analyzing and resolving production issues while documenting and following up on all unresolved issues.
• Identify and remove impediments, prevent distractions.
• Be responsible for coordinating business partner IT Notifications in the event of delays
• Assist with technical investigations, impact analysis, and provide RCAs.
• Participate in walkthrough reviews of technical specifications, programs, and unit test plans.
• Understands/communicates business unit requests and participates in cross-functional project teams for new systems development.
• Able to work across countries, regions, and time zones with a broad range of cultures and technical capabilities.

Skills on Resume:

• Stakeholder Management (Soft Skills)
• Consultation (Soft Skills)
• Disaster Recovery Planning (Hard Skills)
• Training and Development (Soft Skills)
• Problem Solving (Soft Skills)
• Agile Project Management (Soft Skills)
• Communication and Notification (Soft Skills)
• Technical Analysis and Root Cause Analysis (Hard Skills)

Job Summary:

• Develop deep understanding of technology engineering (networks, systems, vendors) and the role/responsibilities that each team plays in assuring business is able to function at a high level of consistency and reliability.
• Provide technical leadership and mentoring for a team of application support engineers.
• Manage assigned work through Tickets, Incidents and Project work, and assign work across a team of support engineers.
• Works to develop a strong understanding and relationship between business partners.
• Develop a disciplined approach in vetting, implementing and monitoring any change activity as well as monitoring and communicating issues/incidents in the daily course of business.
• Develop Application Runbooks for the supported application families, documenting processes, and monitoring application performance metrics.
• Managing a record of configuration changes and scheduling application updates.
• Providing front-end support to clients and colleagues in other departments.

Skills on Resume:

• Technical Knowledge (Hard Skills)
• Leadership and Mentoring (Soft Skills)
• Task Management (Soft Skills)
• Relationship Building (Soft Skills)
• Change Management (Soft Skills)
• Documentation (Hard Skills)
• Configuration Management (Hard Skills)
• Customer Service (Soft Skills)

Job Summary:

• Led team, people management and coaching, setting objectives and providing direction to the NA team.
• Regional escalation contact for all day-to-day issues impacting the plant
• Being the first point of contact for senior Technology and Business leaders within region.
• Regular engagement with the sales desk, product owners, software engineers and other stakeholders to resolve day-to-day issues impacting the application stack
• Create, continuously improve and maintain real-time monitoring dashboards to ensure system operability and performance
• Establish and drive the governance of effective incident, problem and change management processes to ensure the team is following best practices.
• Proactively identify issue trends and opportunities for stability improvement in the environment and work with SRE and Software Engineering team to develop and implement strategic solutions for these issues.
• Manage the onboarding of new businesses, clients and applications to be supported by the team.
• Ensure resiliency of the platform through managed DR/SR/HA events.

Skills on Resume:

• Leadership and Team Management (Soft Skills)
• Problem Solving and Escalation Management (Soft Skills)
• Stakeholder Communication (Soft Skills)
• Collaboration and Stakeholder Engagement (Soft Skills)
• Monitoring and Analytics (Hard Skills)
• Governance and Process Management (Hard Skills)
• Trend Analysis and Solution Development (Soft Skills)
• Resilience and Disaster Recovery Planning (Hard Skills)

Job Summary:

• Manage and resolve problem tickets for assigned applications within designated performance metrics and in accordance with all applicable SOPs, team processes and management guidelines.
• Fulfill application service requests in accordance with established team processes.
• Develop, execute and document plans to test system modifications and/or data integrity as a role in change control processes within planned projects or problem resolution activities.
• Develop and maintain technical and user documentation.
• Conduct thorough system analysis and/or comprehensive software/systems programming.
• Provide off-hours and/or escalated support through participation in rotating pager coverage 24 hours a day, 7 days a week.
• Collect, analyze and report on metrics surrounding application, system and database performance, problem resolution performance and resource management.
• Assist management by conducting training and assisting teammates.
• Interact with internal users of the systems that are supported. 

Skills on Resume:

• Troubleshooting and Problem Resolution (Hard Skills)
• Service Request Fulfillment (Hard Skills)
• Testing and Change Control (Hard Skills)
• Documentation (Hard Skills)
• System Analysis and Programming (Hard Skills)
• 24/7 Support Readiness (Hard Skills)
• Metrics Analysis and Reporting (Hard Skills)
• Training and Team Support (Soft Skills)
• User Interaction (Soft Skills)

Job Summary:

• Provide second level application support, coordinating the involvement of business, development, infrastructure, and/or partnering applications in problem resolution
• Maintain Genfare PCI-DSS Compliance – quarterly scans with SPX IT and annual audit with independent, third-party auditor
• Identify enhancements to improve supportability, operability or performance of applications (and develop supporting business cases for suggested enhancements)
• Collect, analyze and report SLA and KPI data (and take corrective actions as warranted) to drive application stability and usability
• Manage established budgets and forecasts
• Coach and continually develop team
• Work with business partners to ensure appropriate prioritization for scheduled maintenance, including coordination of priorities across applications 
• Manage the release calendar for all activity (code fixes and work orders)
• Facilitate the hand-off of new release functionality from the development team to the release team
• Participate in on-call responsibilities 24x7x365, managing team rotation schedules
• Further DevOps and Agile methodologies within application portfolio, working with infrastructure and development partners alike
• Identify, sponsor and implement continuous improvement initiatives within the application development and support team

Skills on Resume:

• Coordination (Hard Skills)
• Compliance Management (Hard Skills)
• Enhancement Identification (Hard Skills)
• SLA and KPI Management (Hard Skills)
• Budget Management (Hard Skills)
• Team Development (Soft Skills)
• Prioritization and Release Management (Hard Skills)
• DevOps and Agile (Hard Skills)

Job Summary:

• Technical Support and Maintenance of the Business Service and Applications.
• Develop and maintain a broad, end-to-end technical understanding of the Wealth Technology estate, being recognised as the leader of the team.
• Hands-on and should be able to work independently and guide Wealth RTB India team in a way that allows team members to demonstrate excellence and stewardship whilst developing skills and career.
• Manage and own the successful handover of change into the support environment.
• Ensure that the technical integrity and quality of the applications/services are maintained across lifetime
• Supporting external areas in the development of any technical changes being proposed
• Use system-specific knowledge and technical expertise to assist external areas in the definition of technical strategies where appropriate.
• Own maintain and track incidents through entire lifecycle
• Identify proactive remedial strategies to prevent future system problems and to improve the quality of delivered systems.
• Drive a Service Reliability Engineering approach to platform improvement
• Develop and drive a DevOps / OpsDev approach to change delivery, working closely with the relevant BTB teams

Skills on Resume:

• Technical Support and Maintenance (Hard Skills)
• Comprehensive Technical Understanding (Hard Skills)
• Leadership and Guidance (Soft Skills)
• Change Management (Hard Skills)
• Ensuring Technical Integrity (Hard Skills)
• Collaboration and Support (Soft Skills)
• Strategic Technical Assistance (Hard Skills)
• Incident Management (Hard Skills)

Job Summary:

• Overseeing the incident management process and team members involved in resolving the incident, on a 24/7 on-call rotation.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to urgency and influence on the business.
• Producing documents that outline incident protocols, creating SOP and step-by-step scenario handling for the team to follow.
• Collaborating with the incident management team to ensure that all protocols are diligently followed.
• Logging all incidents and resolution to see if there are recurring malfunctions.
• Adjusting the incident management process to ensure its effectiveness.
• Communicating with development or product stakeholders on major issues is found in the code.
• Managing the incident team members by receiving escalations, re-assigning workloads and re-scheduling non-urgent tasks.

Skills on Resume:

• Incident Management Oversight (Hard Skills)
• Incident Response and Analysis (Hard Skills)
• Prioritization and Urgency Assessment (Hard Skills)
• Documentation and SOP Development (Hard Skills)
• Collaboration and Team Coordination (Soft Skills)
• Incident Logging and Analysis (Hard Skills)
• Process Improvement (Hard Skills)
• Stakeholder Communication (Soft Skills)

Job Summary:

• Support the Application Support Team. 
• Provide proper coaching, guidance and support the team would require.
• Reduce unnecessary efforts and toil activities to enforce an efficient use of time and resources.
• Represent the team with the upper management.
• Manage proper communications with all the required stakeholders from business and tech domains.
• Lead end to end principal flows and business particularities to have the best view and impact analysis in major incidents situations.
• Drive career development for every resource.
• Participate on business and technical meetings.
• Drive Incident management calls.
• Drive Problem Management and Post mortem calls for every major incident.
• Visibility on the different technical project encouraged from the PM Team.
• Own the change management process and negotiate best days to implement.

Skills on Resume:

• Team Support and Coaching (Soft Skills)
• Efficiency Optimization (Hard Skills)
• Leadership and Representation (Soft Skills)
• Stakeholder Communication (Soft Skills)
• Incident Response Management (Hard Skills)
• Career Development Leadership (Soft Skills)
• Meeting Participation (Soft Skills)
• Change Management Ownership (Hard Skills)

Job Summary:

• Manage application Calls: EOG for all application monitoring tools, expected first to react to monitor event. 
• Assures problem calls are tracked, routed properly and closed. 
• Monitoring and ensuring stability of all the systems to meet or exceed SLA of 99.99%. 
• Assist Customer Care to troubleshoot and resolve issues by engaging various operate teams and AD teams to facilitate quick resolution
• Supporting the DevOps operating model for applications which are hosted on the JP Morgan Market platform. 
• Support of these applications will require regular engagement with business client services, infrastructure
• Supporting core infrastructure of JPMM platform including Geo-location based and local load balancing, Internet security
• Networking and Apache and Tomcat based applications.
• Work closely with the development teams to understand the strategic growth plans for the platform. 
• Analyze the potential cross-LOB impact of data processes and projects.

Skills on Resume:

• Application Calls Management (Hard Skills)
• Problem Tracking and Routing (Hard Skills)
• System Stability Monitoring (Hard Skills)
• Troubleshooting and Issue Resolution (Hard Skills)
• DevOps Support (Hard Skills)
• Client Engagement (Soft Skills)
• Infrastructure Support (Hard Skills)
• Strategic Planning and Analysis (Soft Skills)