Support Analyst

ReThink Recruitment
London (South)
£45000.00 per annum + bonus
14 Oct 2016
21 Oct 2016
Contract Type
The Production Support Analyst is responsible for performing all of the duties associated with the Production Support Analyst role. In addition, he/she must own and manage a wider array of issues and work with other groups to identify scope, impact and method of resolution. They must also display a proactive approach to issue prevention and process improvement. As an established member of the production support operations team, this position will be required to provide guidance to team members around best practices and facilitate communication and escalation to other departments as needed. Job Description: Application/Data Integration Support. Manage issues that arise for financial institution customers in a complex, transaction-based application environment. Communicate and coordinate as necessary with diverse personnel (developers, project managers, business analysts, etc.) to manage the progression of issue resolution. Incident Management. Track and manage incident occurrences in a mission-critical production environment. Categorize and prioritize issues based on customer impact and situation. Act as the escalation point for team members and when necessary escalate issues to other organizational divisions, resource specialization and personnel availability. Customer Support . Monitor business and product support requests via phone and email. Interact with both internal and customer contacts in a direct and professional manner to manage and resolve critical production issues. As necessary and/or directed, act as an escalation point for Level One analysts in communications around sensitive customer interactions. Must gain an in-depth knowledge of all products and a working understanding of the business principles and processes involved in order to effectively communicate with clients. Data Analysis/Stewardship. Own and manage all application driven data points. Ensure data integrity by performing SQL queries and updates as needed. Troubleshoot data and file-level integration processes when system alerts are received. Create Data Audits as necessary to proactively monitor data points. Operations Support. Lead Production Operations team with technical and non-technical projects and initiatives as needed. Continually add/update knowledge base with information in order to expedite the resolution of future issues. Skills and Traits: Must have proven experience troubleshooting productions issues by working directly with clients and internal groups including some or all of the following: project management, business analysis, database management and development teams. Must have a proven track record of data stewardship in a production environment with access to confidential data. Must have advanced knowledge of database concepts, data stewardship procedures and Transact SQL syntax. Must have solid leadership skills with the ability to mentor fellow team members. Must be willing to improve customer service quality by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes. Must have a proven track record of reliability for on-call duties. Must have excellent oral and written communications skills. Must be intrinsically motivated and detail-oriented. Must have proven experience utilizing functional specifications and system design specifications to resolve client reported issues. Must possess strong interpersonal skills in order to work in a diverse, dynamic and fast-paced environment. Education and Experience: Bachelor's degree required. At least two years of application support in an enterprise environment required. At least two years of experience developing SQL queries required. At least two years of experience making data modifications using SQL in a production environment required. On-call role experience required. At least one year of experience supporting file and/or web service-based integrations preferred. Must have proven deployment support experience acting as the primary support contact on a minimum of five major software deployments. Must have experience managing complete lifecycle of software change requests and bugs. Experience working with SWIFT, SWIFTNet or SWIFT Alliance Access preferred. We're looking for somebody to start ASAP so APPLY NOW for more information on client This job was originally posted as