Production Support & Monitoring
Provide L1 operational support for Wealth Management platforms and applications.
Perform initial triage, troubleshooting, and resolution of production incidents and service requests.
Smoke test (SOD/EOD/SOW/EOW/Weekend/ DR / Release)
Active Monitoring INC queues and take necessary action as per SOP
Active App monitoring – Tools (APV/Catchpoint/Dynatrace) and take necessary action as per SOP
Escalate complex issues to L2/L3 teams while ensuring proper communication and tracking.
Monitor and manage job scheduling platforms such as Control-M or similar schedulers.
Provide L1/L2 support for Salesforce and Microsoft platforms
Manage user access, permissions and role assignments
Troubleshoot workflow, integration and application issues
Support platform releases and configuration deployments
Resolve production incidents and service requests
Perform RCA and coordinate with vendor/support teams
Candidate should be able to troubleshoot (review, analyze and resolve) production issue including job failure, and able to apply code fix on need basis. such as
Incident detection, root-cause investigation, problem management
Application availability monitoring
Handling application malfunctions (e.g. input issues, EOD issue, data backup issue, MQ issue, reporting and blotter issues etc.)
Firecall support including off-hours and weekend support
Handle static data updates using SQL or other methods necessary
Metrics and audit reporting
Maintain DR documentation and participate in annual exercise
Build effectively working relations with a wide variety of groups including clients, development, business, audit, compliance
Monitor and attend to all alerts and escalate production issues as needed to relevant teams and management.
Coordinate with various teams including offshore support staff and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
Actively contribute to the supportability of the applications as well as continuous service improvement projects.
Develop understanding of NT’s systems and products utilizing reference materials and support procedures.
Present IT in a professional manner exhibits customer service values in line with NT’s A Approach.
Adherence to corporate standards always.