L2/L3 Support Requirements (Multiple Positions)

Job Specification

This role is responsible for the maintenance, support, and operations of the IWM cluster applications. This includes ensuring functionality and usability of the software applications are aligned with the organization's priorities and enabling Company employees to do their work effectively. The L3 Support Analyst is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for the various system users and providing root cause analysis with recommendations for improvements. He or she will also be accountable for performing daily, weekly, monthly, quarterly, and yearly operations tasks required for the ongoing functionality of the software applications. Some programming and debugging duties will be required in order to develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues.

Main Duties/Responsibilities:

- Understanding IWM (Wealth Management applications and provide analysis and understand issues to provide solutions/resolutions in a timely manner.
- Responsible for the 3rd level support for several strategic applications including close collaboration with various development teams, 1st/2nd level support, and CTO organization
- Acts on tickets raised by L1/L2/Project BAs, which were not solved at the ground level
- Works on tighter SLAs which will ensure the overall SLA of service delivery
- Ability to support the development team in defect fixing, incident analysis and production status reports
- Monitor the application status in the production environment
- Analyze the issue tickets offline from logs and online with direct log in, based on severity of the highlighted issue
- Create and maintain KDB for troubleshooting issues/new configurations, in order to empower and enable SDOs in terms of knowledge levels in long term
- Analytics on user behavioral and KPI reporting
- This position offers you the possibility to work within a motivated international team, in a challenging banking domain and an interesting technical environment
- Ensure minimal/no slippage and escalations to 4th level support
- Come up with suggestions for improving the product and partner with Engg/Product management team for implementation of the same.

TECHINICAL/BUSINESS SKILLS & KNOWLEDGE (ANY OF THE FOLLOWING):

ESSENTIAL

- Strong developer/support experience with minimum 2 years' experience in support.
- Java Developer is expected to create and support Web-based applications, Web Services and Web interface
- Strong Core Java
- Must have experience on J2EE/Hibernate/Struts/Spring/MVC/EJBs/Web Services/RESTful API/JMS/Corba.
- Excellent Knowledge of OOPs concepts, Design Pattern & SQL
- Strong SQL server & Oracle/PLSQL database development skills - Datamodelling, stored procedures, triggers, etc
- Experience on Web Services: SOAP/REST ( JAX RPC/WS/RS)
- Experience in supporting Apache, Tomcat, WebLogic, WebSphere, NodeJS.
- Experience with batch Jobs support & exposure to Control-M environments
- Experience in Unix/Oracle Shell Scripting
- Superior skills in technical and business analysis
- Excellent oral and written communication skills, business writing skills
- Good knowledge/prior experience in financial services domain

DESIRABLE

- Wealth Management domain knowledge will be an advantage
- SharePoint
- Knowledge on Message queues (IBM MQ, Tibco MQ)
- Development experience on JavaScript Frameworks (Angular 1.x/2.x, React JS, Knockout, Backbone)
- Able to handle ColdFusion applications
- Proficiency in HTML, CSS, JavaScript, JQuery, XML, XSLT
- Knowledge of trading concepts and process flows
- Prior experience on DWEB,DAP & JAP preferable.