Senior Application Support Analyst

Work Exp.: 4 to 8 years

For World’s Leading Global Wealth Management Company.

Work Location   : Singapore

 

Purpose of the role:

 

The Application Support Analyst is responsible for ensuring all live applications are fully supported and meet Service Level Agreement (SLA) requirements of all service areas. In conjunction with this, the role holder will be responsible for the delivery of application support services to respective Application Service Managers.    This will extend to implementing, managing, meeting and exceeding all response and resolution SLA’s as well as working with the group to ensure consistent use of processes and enhancement of service.

 

Core Accountabilities:

 

·         Application Support: Delivery of second level application support. Participate in activities related to the applications under support, including but not restricted to, system testing, preparation, application and UAT (preparation and execution).

 

·         Ensure all live applications are fully supported and meet the SLA requirements of service area.   Effectively provide Service Acceptance measurement and sign off for area of responsibility.  Manage & deliver all 2nd line applications support whether direct, sourced internally or 3rd party.  Adaptation of the service to meet the changing needs of the business.   Identification of and implementation of continual improvements to the service through, for example, incident root cause analysis, trend analysis and procedure reviews.

 

·         Work with the  Application Service Managers, Major Incident  Management team  and  other  internal  and  external  parties  to adapt the service offering to meet  the changing  needs  of the business.   Effectively manage and deliver the live service to agreed service levels. Apply ITIL best practice principles across the service area.

 

·         Service Level Agreement (SLA): Maintain system availability to SLA, analyze and resolve application/system related operational issues via formal communications and procedures. Ensure key application functions and scheduled activities are completed in a timely manner and within SLA.

 

·         Business As Usual (BAU):  Maintain all formal controls, documents and records to auditable levels and in compliance with current Technology Application Support operation procedures and documentation standards.  Work with Application Service Managers to understand business requirements. Identify service enhancements and help drive service improvement initiatives to deliver programs as well as provide 24x7 supports as part of shift and on-call rotas.

 

Supervisory Responsibilities:

 

·         Manages self and works with individuals and managers to ensure maximum performance.

 

Role Requirements:

 

Professional/technical experience:

 

·         The candidate will possess experience and a proven track record in a support role, preferably within the financial services industry.   Experienced in supporting applications in a global environment and familiar with ITIL concepts and best practices. Preferably experienced in supporting applications in a major investment bank with strong knowledge of ITIL-based processes and best practices.

 

·         An excellent  understanding of Relational  Data  Base  Management Systems   and  associated  tools, including  SQL, stored procedures, triggers,  and  other  DB objects.   Preferred ability to read and understand stored procedures and write ad-hoc queries.   Comfortable   writing SQL queries   to investigate data   issues.   Comfortable   working from a command shell environment. Strong analytical and investigation skills. Ability to resolve issues in a high-pressure & time critical environment. Positive & enthusiastic team player who can work flexible hours.

 

·         The candidate will also need  to have a proven track record of service delivery in a complex IT environment and will have an in-depth understanding of applications  supported by Applications Support  functions  in general.   Exposure and / or practical knowledge and experience of Avaloq is advantageous but is not essential.

 

Academic and professional qualifications

 

·         The candidate will be preferably educated to degree   level or above, preferably in an IT related   discipline.  The ITIL qualification would be an advantage.

 

Language Skills:

 

·         The role holder  will have  an  excellent  command of English language with  strong  written  and  verbal communications to deliver against our commitment to providing a world class service and  drive our dedication  to the  client experience.   The communication demands of the role are high and the role holder will be communicating with customers on a daily basis for whom English may not be their first language and high levels of visual and aural concentration will be required when locating and interpreting screen based information whilst continuing a dialogue with the customer.