Purpose of your role

The successful candidate would be expected to provide application second line support services for data and reporting platforms used by investment management business users. The role requires the candidate to be able to perform the following prime functions:

· Incident management: Troubleshoot production issues and find root cause through analysis. Candidate needs to provide resolution or escalate the incident to appropriate support team within defined service level agreement (SLA). If escalated, then drive the resolution by following-up with appropriate support teams until the resolution or recovery is provided to business.

· Problem & change management: Identify and drive the production changes required to bring stability to production environments; participate in application releases, infrastructure changes, preventive maintenance activities like DR role swaps.

· Support & operations: Perform routine operational tasks such as critical batch monitoring, morning checks on application’s readiness for business use, health check reports, maintenance tasks etc.

· Communication and reporting: Regular communication to business and technology stakeholders through emails, phone, chat etc. Shift handovers to support teams in other locations.

· Continual improvements: Identify, suggest and implement continual improvements through automation or process changes.

· Comfortable with shift rotations across the global team to cover Asia, UK and Canada hours, on-call and handling any weekend activity during major release, BCP etc.

Key Responsibilities

· Provide application support to wide range of investment management business applications; primarily responsible for supporting critical investment management data environments and reporting applications and their integration with upstream and downstream systems.

· Manage support transition for new applications and functional changes from delivery teams.

· Contribution in enhancements for existing product as individual contributor.

· Work closely with the project manager and to understand & report back regular status of assigned tasks

· Strict compliance to support processes; adherence to FIL company level policies

· Perform regular knowledge sharing through documentation and training sessions to other members

· Will be expected to work on-call rotation and work in shifts (early morning, late evening and/or weekends).

· Experience in working for validating and performing DR transitions

Experience and Qualifications

ü MSc / BE / BTech / MCA or equivalent degree from a reputable university

ü 2-6 years or above of relevant industry experience in developing or supporting IT applications.

ü At least 1 year of relevant experience in a production services role.

ü Financial domain (investment banking / wealth management) working experience.

ü Experience working with multi-cultural and geographically disparate teams.

ü Experience of ITIL service delivery, preferably with a formal ITIL qualification.

Essential Skills

· Hands on experience supporting applications that use the following technologies:

o SQL Server databases; well versed with database SQL queries and should be able to write complex SQL queries

o Unix platforms

o Unix shell scripting

Desirable Skills

· Experience and well versed with batch scheduling tools – Control-M, Autosys etc.

· Experience using ETL tools such as Informatica.

· Experiencing working on AWS cloud ecosystem.

· Enterprise messaging products (preferably MQ Series).

· Exposure to DevOps and Agile delivery processes.

· Experience in automating real time application monitoring.

· Experience supporting equity data environments and reporting platforms.

· Experience or familiarity with other databases such as Oracle, Sybase.

· Experience in stored procedures and database development in SQL Server or Oracle 10g and above.

· Experience supporting Java / J2EE / C# applications.

· Good understanding of release and deployment management process.

· Experience in the production failover and disaster recovery.

· Strong analytical and troubleshooting skills.

· Excellent written and oral communications skills, including interaction with business users and senior technology stakeholders.

· Customer focused – strong service ethic.

· Good analytical, problem-solving and documentation skills.

· Able to prioritize work; good time management skills.

· Able to work on own initiative with minimal direction.

· Quick responsive behaviour.

· Conscientious, with good attention to detail.

· Ability to adapt to changing business needs.

· Calm approach under pressure See Less