Application Support Analyst – Raleigh

Stati Uniti d’America-Carolina del Nord-Raleigh
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Tempo pieno
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Technology [IT]
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ID annuncio
090964
English

We Offer

Global Markets – Client and Content Technology (CCT) Application Support is an essential function within the bank. Technical Application Support (TAS) team provides effective structured technical support (2nd level) for multiple front/middle office applications. TAS work closely with the level 0/1 support team, development teams, the application users, third party vendors, and other Credit Suisse Groups, such as the Infrastructure Group, to provide an optimal level of support.

You will be part of a critical business support team where you serve Internal & External client’s of the bank globally and act as a key point of contact for all application issues/requests. You will be assisting level 0/1 teams or users for all of their Application issues primarily supported by you.

Key Responsibilities:

• Investigating issues and resolving them and or find workarounds.
  
• Building Known Error documents.
  
• Your taking lifecycle ownership for Issues / Problems.
  
• You interact with Business Users on various issues/requests.
  
• Knowledge of JIRA system to log problems, bug fixes for Development book of work.
  
• You coordinate between various teams to handle issues as needed.
  
• Knowledge of Control-M software is plus (or any other scheduling tools).
  
• Performing technical support fixes – minor development, script writing.
  
• Support and configure production environments for the global infrastructure.
  
• Provide release management for UAT and Production environments.
  
• Work with other infrastructure team such as server team, network team, database team, and development teams on installation, troubleshooting, and problem resolution.
  
• Document support processes, releases, and troubleshooting guide in coordination with other teams.
  
• Provide coverage during weekdays and weekends as needed.
  

Functional Responsibilities:

• Maintain a deep understanding, sufficient to meet target Service Level Agreements, of the knowledge required to provide effective technical application support (includes understanding of batch processes, system interfaces, business rules etc).
  
• Take responsibility for Problems once they have been assigned by Business. Keep requestors informed on status of Problem. Liaise with various groups to resolve Problems.
  
• Resolve root cause of Problems, create Known Error documents, and raise a Request for Change to the appropriate team to implement fixes or enhancements.
  
• Actively monitor assigned Problems and raise it to next level as appropriate.
  
• Actively seek to minimise potential application issues through root cause analysis, analysis of outputs from aggregated monitoring and diagnostics tools, reviewing knowledge base, understanding the context of incidents.
  
• Develop/collaborate technical solutions to Problems in a prompt and efficient manner.
  
• Prioritise and categorise Problems efficiently and effectively in activities assigned to you.
  
• Maintain effective communication with extended support groups and the requestors of Problems.
  
• Perform Global Handover everyday related to your tasks, issues as well as for Team.
  
• Be part of continuous service improvement for applications you own.
  
• Understand the terms of each of the SLAs with business units, TAS, and third party groups. Understand how the SLAs impact the rules of engagement with each partner, the performance of the team, and the activities that each support member needs to undertake.
  
• Provide out of hours support as required.
  
• You understand thoroughly the end to end application support process and escalation procedures, become fully conversant with all support tools (incident management, knowledge repository, diagnostics and monitoring, remote management) and other tools.
  

Credit Suisse maintains a Working Flexibility Policy, subject to the terms as set forth in the Credit Suisse United States Employment Handbook.

You Offer

List qualifications, skills and experience expected in you

• You have a College Degree (BA/BS).
  
• 7+ years of Experience in Application Support or Application Development.
  
• You have experience of Application Support/Development in Java or .Net technologies.
  
• 3+ yrs of Database working experience (support / development).
  
• Knowledge of Unix, Linux, Windows operating systems.
  
• Understanding of Web Servers like WebLogic, Jetty are added advantage.
  
• Excellent analytical, problem solving and communication skills.
  
• Dedicated and enthusiastic to learn.
  
• Having knowledge of ITIL is plus.
  

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