We are seeking an experienced Production Support Analyst with high technical skills for the LATAM ICG Production Support organization to :
Provide Production support for a set of LATAM ICG applications during required business hours
Provide 7x24 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)
Provide the necessary Technology support to LATAM ICG business users
Oversee process for technical issue escalation; prioritizes technical issue resolution.
Demonstrate a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
Provide evaluative judgment based on analysis of factual information in complicated and unique situations.
Essential functions of this position :
Responsible to ensure applications under scope are available for LATAM users during business hours
Provide Production user and deal flow support for supported Applications
Analyze possible deal errors and financial anomalies in application reports when required by application’s users.
Manage production support situations for the assigned set of applications
Take ownership of each incident, caused by supported set of applications or being impacted by others until resolved
Liaise with functional groups toward LATAM ICG applications improvements in sync with business needs
Work with Development Team to define and ensure new enhancements’ production and support readiness
Contributes to implement solutions such as monitoring tool. Oversee and drive production support issues and resolutions to closure
Applies in-depth understanding of concepts / procedures within the applications support environment and integrates knowledge of other technical areas to resolve issues that have impact in the business.
Communicate to seniors a potential or ongoing major incident
Works with local, Regional and Global teams toward LATAM ICG applications Support and Stability
Keeps users community satisfaction and quality service
Ensure the quality of information documented in a Major Incident Record
Provides on job training / technical support to new team members
At least 2 years’ experience in a Support role managing end user products and services
Bachelor's degree in computer science
Understanding of how own sub-function integrates within the function and commercial awareness
Evaluates (sometimes complex) situations using multiple sources of information
Developed communication and diplomacy skills to persuade and influence
Strong in System Analysis
Strong analytical and problem-solving skills
Knowledge on Oracle DB / Unix / Shell scripts / Java is a must
Experience on IIS / WebSphere / Autosys / MQ / Connect Direct is a plus
Good customer service, communication and interpersonal skills
Good knowledge of the business and its technology strategy
Bilingual Spanish / English (Strong verbal and written)
Working knowledge / practical experience with Portuguese language is a plus