Senior Technical Support Analyst

Project description

Enterprise-wide system for a top-tier investment bank serving as a golden source of reference information about Clients - Client lifecycle Management and Counterparty Management. KYC and Regulatory requirements maintenance as well in the scope. Functions are landing, processing, storing, and distribution of information within multiple layers as per complex Enterprise application architecture. Channels are UI, Web services, Files, and JMS.

Methodology is Agile (Scrum). Team setup : Oracle, Java, QA, Analyst, PM.

The virtual team is spread throughout Singapore, India, Kyiv, London, and New York.

Responsibilities

• Process and resolve Production incidents and User Queries (Incidents / Service Requests)
• Root cause analysis using UI behavior, Specification Documents, and Database Data Analysis, as well as server log outputs
• Defect tracking
• Issues Reproducing
• Workaround proposal (technical & logical)
• Communication with technical teams and clients, incl. Dev team collaboration on issue resolution
• Knowledge base Articles creation
• Reporting creation
• Future involvement in deployment

Skills

Must have

Nice to have