Apps Support Intmd Analyst
We are seeking a Production Support Analyst with high technical skills for the LATAM TTS Production Support organization.
The ICG Production Support team manages the overall day-to-day support including escalations of user support issues, as well as proactive project initiatives aligned to the global support strategy.
The team is responsible for supporting a wide range of in-house developed applications used by ICG business users, but also using Global applications.
Essential functions of this position :
Provide Production support for a set of LATAM ICG applications during required business hours
Provide 24x7 on call support for supported applications (Available for on call Support out of business hours two or three weeks a month, depending of the number of weeks of the ongoing month)
Handle process for technical issue escalations and prioritize technical issue resolutions.
Demonstrate a comprehensive understanding of the business requirements, the application support to contribute to achieving the business goals.
Provide evaluative judgment based on analysis of factual information in complicated and unique situations.
You will actively monitor and provide Level 2 Production Support for the LATAM TTS applications, resolving risks and issues and initiating corrective action plans as appropriate.
This will include analyse complex problems, situations, deal errors and financial anomalies proposing simple solutions as well as communicating complex technical issues to business users in a language they understand
Ensure appropriate monitoring and alerting is in place for the applications as well as track capacity and performance monitoring and be enthusiastic in driving continuous process and automation of manual work.
Work closely with development teams and supporting technology groups to drive improvements and problem resolution.
Handling change and release implementation, reviewing and sign off of application related changes and ensure all the changes are deployed within the timeline and post implementation validations are performed
You should also be willing to participate in wider Production Support initiatives to assist in meeting the various stability goals the team is working towards and promote effective knowledge management across the Account Services Production Support Teams
Liaise with functional groups working towards the LATAM TTS application improvements in line with the business requirements
Communicate to seniors during an ongoing major incident and ensure the quality of information documented in major incident records
Work with local, regional and global teams toward LATAM TTS applications support and stability
Keeps users community satisfaction high and ensure a quality service
At least 2 years’ experience in a support role managing end user products and services
Bachelor's degree in computer science or related areas
Understanding of how own sub-function integrates within the function and commercial awareness
Evaluates (sometimes complex) situations using multiple sources of information
You should have good communication and diplomacy skills in order to persuade and influence
Strong analytical and problem-solving skills
Knowledge on IBM Mainframe JCL, COBOL / DB2, JOBDOC, VSAM, zOS, NDM, MQ series, batch scheduling tools such as Autosys or TWS
Good knowledge of the business and its technology strategy
Ability to learn new skills quickly
Superb communication and interpersonal skills with the ability to communicate well at all levels
Expertly and effectively handle work, time, and resources.
Ability to work under high-pressure situations and effectively prioritize in a highly dynamic work environment that includes a global focus.
Excellent strategic analysis, problem solving, issue resolution and decision-making skills while being process orientated
Self-motivating and delivery focused
Ability to understand the big picture can step back and understand the context of problems before applying analytical skills to address the issues.
Innovation and creativity : crafting new and visionary approaches to work related issues. Questions traditional approaches and demonstrates creativity in the generation of ideas and vision.
Bilingual Spanish / English (Strong verbal and written)
Working knowledge / practical experience with Portuguese language is a plus