Application Support

2 weeks ago

Mississauga, Canada Axelon Services Corporation Full time
Global Financial Firm located in MISSISSAUGA, ON has an immediate contract opportunity for an experienced Application Support

" This role is currently on a Hybrid Schedule.
You will need to have reliable internet, computer and android or iphone for remote access into the client systems during remote work.
We will be expected in the office weekly 3 days depending on the team requirement.

****Video/ f2f interviews are required prior to all offers.

Team/Function Overview
The Global Equities Middle Office Support team is responsible for supporting the applications and processes used by Equity Trading business groups globally, and to facilitate the needs of the end-users with respect to those platforms. The team supports several applications. These consist of Trade booking and ticketing applications, client confirms applications, Client data management applications. The teams overall objective is to ensure stability, resiliency, efficiency and effectiveness in all the application support teams globally.

Role / Position Overview
This role is a position within the Middle Office space to support the applications supported by the team. The candidate will be responsible for the provision of handling Operations users queries and L2 BAU investigations. The successful candidate will be responsible for supporting Middle Office ensuring high availability to client applications, partnering closely with development to identify and coordinate stability and efficiency enhancements.
The primary responsibility of the successful candidate will be to provide technical support and production management functions in line with the global support strategy, which will encompass managing a wide variety of issues ranging from business to technology problems. In addition the candidate will regularly engage with other local and global support and development teams via established communication channels and protocols.
The role will be extremely varied in nature, incorporating both hands-on support and issue management duties. Problem management and post issue analysis will be a key responsibility. Additionally, the individual will be required to partner with teams in other countries/regions and as such strong communication skills will be required. The individual will form part of a globally-aligned team that will provide an additional level of support to regional support teams that are based at/near the trading desks. There will be an aspect of weekend work on a rotational basis.
The role presents an excellent opportunity for the successful candidate to develop a broad range of technical and soft skills, as well as the ability to develop a thorough understanding of the Equities business and its associated flows. This role will allow the candidate to work on production stability projects to automate manual effort; the candidate will also be required to provide direct application support to the users. This combination will allow the candidate to experience a wide variety of challenges.

Key Responsibilities:
" Own; Provide L1/L2 support Equities Middle Office applications.
" Work closely with the development, QA and business support teams, and the Equities business to determine strategy & priorities and to ensure that the team is meeting the business requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders.
" Provide technical application support, monitoring the applications and technical platform, answer queries via phone, e-mail and other communication mediums.
" This group provides the detailed knowledge of the applications and the upstream and downstream dependencies. For example, they should be able to understand the application processes, database schema as an expert, but would not typically being be expected to read and understand the application code.
" Perform appropriate problem solving tasks before passing to another team with previously agreed upon format, logs, etc.
" When dealing with major issues, the group would be expected to make key technical recommendations based on their knowledge of the systems and the process flows involved.
" Follow through to ensure each problem is resolved according to SLA.
" Identify Manual touch points within various applications and look to automate/highlight them and drive to closure.
" As an experienced support member it will be key to contribute an global process improvements to enhance support efficiency.
" Effectively communicate issues and status updates with business support, regional colleagues, and development teams.
" Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team. Liaise with business support teams and application development groups.
" Provide weekend support on a rotational basis.

Development Value:
" Develop Domain Expertise in Client s Equities Production platforms
" Opportunity to work across with Equities North American businesses in Client.
" Significant interaction with senior technology and business partners.
" Opportunity to develop support and technical expertise to work in a diverse team with varied strengths that handles critical business/technology issues every single day

Knowledge/Experience:
" Minimum 5-7 years experience working in a technology Application Production Support environment.
" Knowledge/experience of Incident, Problem, Change preferably on ServiceNow. Understanding of Software releases, ability to understand RISK assessment of CHG

Skills:
Application Support Experience:
" 5-7 years of strong Application production support experience in the financial industry
" Experience using call/ticketing software
Linux
" 3-4 years of experience
Scheduler
" Autosys will be of added advantage.
Programming Languages
" UNIX shell scripting
" Python / PERL will be of added advantage.
Microsoft
" Strong knowledge of Microsoft based operating systems
" Experience using/troubleshooting Office with emphasis on Word, Excel.
Additional Skills
" Mongo DB ( preferable not essential)
" SQL experience in any of the RDBMS.
" Messaging middleware ( Tibco / Solace)
Other Applications
" Knowledge / working experience of ITRS Active Console/other monitoring tools

Qualifications:
" Bachelor s Degree or Higher with technology major
" Hands on support experience with automation skills preferred

Competencies
" Strong interpersonal skills
" Should be a self-starter.
" Able to communicate clearly and concisely; Strong analytical and problem-solving skills
" Must have good attention to detail and a strong commitment to quality; High levels of personal commitment, professionalism and integrity
" Ability to have worked with off-shore teams and operating in a virtual team environment

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