Application Production Support

Level 1 and level 2 functional application support to users in Back Office related applications (main application is Calypso):
Internal end users requests management
Internal users on the applications assistance
Queries resolution from end users with respect to the systems supported, including but not limited to incorrect data issues, ensuring feeds into the system in a timely manner
Ensuring that root cause analysis has been found and solutions implemented to prevent repeat occurrence
Change management: plan, test and release functional fix
Documentation on new functional features
Current business processes maintenance and enhancement
Functional platforms follow up, new process and features implementation
Incident and Problem management, solutions to common problems documentation
Flexible to work in OnCall support and/or to cover business for some bank holidays / week-ends (rotation basis)
Candidate will be reporting to a local Team Leader
Please notice that this is a functional application support position - This team has low needs of technical expertise and high need for business knowledge
Main Responsibilities:
Provide first class support to all users of the system in a timely and efficient manner.
Liaise with the developers to help to unlock production issues raised by the business.
Track issues effectively using ITIL approved methodology (incidents, changes, requests and problems).
Maintain a knowledge base regarding support issues and their resolution.
Reconfiguring various existing setups in order to improve the efficiency of the system and to cohere to business requests.
Participate in change implementations, always ensuring pre-production tests were carried out and production implementation 4eyes rule is respected.
The systems the team supports are classified as Tier 1 (business critical) which requires a very flexible approach to work as we have to support the systems as well as undertake project work.
Qualifications Technical skills:
ServiceNow (ITIL) - Practice
Geneos / Dynatrace (Monitoring Framework) - Notions
SQL - Notions
Financial Markets - Transversal Financial Markets - Practice
Ability to collaborate / Teamwork
Proactivity
Strong analytical skills
Ability to prioritise work effectively in a dynamic, ever changing environment

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