Production Support Analyst Resume Samples

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S Robel

Schuyler

Robel

50798 Kunde Ports

Houston

+1 (555) 192 7107

50798 Kunde Ports

Houston

Phone

p +1 (555) 192 7107

Experience Experience

Philadelphia, PA

Production Support Analyst

Philadelphia, PA

Yundt, Little and MacGyver

Philadelphia, PA

Production Support Analyst

Perform applications integration performance and load test, work closely with development team to improve the application performance
Sound knowledge of ITIL framework - Incident Management, Change Management and problem management
Basic knowledge of ITIL framework - Incident Management, Change Management and problem management
To work as strong team player in Incident management, user communication, release management, crisis management
Assists manager in resolving high level conflicts or program issues by making decisions or negotiating with affected senior management
Provides technical assistance to programming staff in the analysis of application software aborts and performance issues
Implementing code once it has been developed by partnering with the team developers (However, this is not a developer position)

Detroit, MI

Application Production Support Analyst

Detroit, MI

Borer Group

Detroit, MI

Application Production Support Analyst

Work with providers of softwareand hardware products as well as consulting vendor service providers
Assist in triage of application Incidents. Provide timely updates and feedback to incident originator. Manage inquiry/incident through life cycle of issue
Develop and report metricsassociated with system performance
Build a working knowledge of the systems and business area in order to provide a high level of support
Work with development team and vendors to implement fixes and software upgrades to the application platforms
Create, develop, and track solutions to application errors reported
Incident, Error and Business Management

present

Chicago, IL

Senior Production Support Analyst

Chicago, IL

Maggio, Shields and Crooks

present

Chicago, IL

Senior Production Support Analyst

present

Coordinate and manage Problem/Change management and all other activities between internal and external in support of ITIL Service Management framework
Coordinate and manage Problem\Change management and all other activities between internal and external in support of ITIL Service Management framework
Work with providers of software and hardware products as well as consulting vendor service providers
Adhere to Rogers SDLC, IT Service Management, Change Management and Release Management
Perform network / system troubleshooting and transaction research to analyze and resolve endpoint problems in both the test and production environment
Act self-directed, performing day to day tasks and providing administrative application support
Manage a team of associates, contractors, vendors and consultants. Provide thought leadership in growing the platform

Education Education

Bachelor’s Degree in Computer Science

University of California, Santa Barbara

Bachelor’s Degree in Computer Science

Skills Skills

Self-motivating individual who is detail-oriented, has strong organizational skills, and the ability to work independently and within a team under deadlines
Ability to learn and gain proficiency quickly with other software and internal databases
Good hands on knowledge of Business Objects
Good knowledge of MS Excel and Access
Ability to analyze qualitative and quantitative information and translate into strategic deliverables
Strong work ethic, intellectual curiosity, good judgment, mature and positive attitude
Good knowledge of application development in a multi-tier environment
Ability to build strong relationships with business partners and ensure financial systems support day to day processes in an efficient manner
Strong drive to learn new systems and data models quickly
Excellent written and verbal communication skills; ability to collaborate with functional team and business users

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15 Production Support Analyst resume templates

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Production Support Analyst Resume Examples & Samples

Represent the Production Support organization on company-wide project teams
Monitor process and software changes that impact production support, communicate project information to the production support staff and raise production support issues to the project team
Prioritize workload, providing timely and accurate resolutions
Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs
Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner
Participate in knowledge transfer to ensure better grasp of the product and domain
Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect
Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments
Master’s degree or Bachelor’s degree equivalent in Computer Science, Engineering
4 – 6 years of experience in application support and development or related experience
4 - 6xperience supporting applications in Financial Domain, including Equities, Fixed Income Products, Auto Finance and Student Loans
4 – 6 years experience developing and supporting applications including scripting skills in Perl, Unix Shell Scripting and Windows batch scripting
Experience in Incident Management, Change Management and Problem Management
Experience in Infrastructure Support, Configuration and Release Management
Knowledge of the following tools and technologies: Oracle, SQL Server, Informatica, .Net, MQ, and Windows and UNIX operating systems

Eccs Production Support Analyst Resume Examples & Samples

Minimum of an Associates degree or other technical school diploma
A minimum of two (2) years of experience in a production/support or application development environment with functional experience in change management and incident management
Financial industry experience, credit card or payment systems experience is preferred
Experience supporting call center applications such as: Genesys Call routing, NICE Call Recording, Aspect Dialers, OnQ/Call Tech, IVR/VRU, carrier applications, and softphone applications
Experience administering Windows and UNIX based operating system

Production Support Analyst Resume Examples & Samples

Maintaining and/or creating all relevant documentation including but not limited to documents supporting change management process and procedures, job run book, data backup and retention policy, and applicable access controls documentation
Monitor and manage available and rate of use for table space for schema in all environments
Monitoring production job run times to documented SLA and troubleshoot and resolve production job failures and issues
Performing schema cleanup for obsolete objects and reoccurring data backups
Reviewing and responding to request for access to objects in schema
Requesting required Functional IDs access and managing overall harmonization of roles and information access levels across production to all lower environments
Code versioning and code repository management- creating branch from trunk after SRS window closes and changes are committed and purging old. Working with developers to obtain list of all objects for deployment to be moved to SRS tag
BS/MS degree with emphasis in MIS, Computer Science, Math, Finance, or other quantitative/business discipline
6+ years experience in a process environment, preferably within the Mortgage Servicing or other financial services industry
6+ years experience production support or similar role
Experience with Subversion or similar source code versioning tools
Participated in all phases of the system development life cycle (SDLC)

CIB Tech-production Support Analyst Resume Examples & Samples

Capture and maintain all client changes as projects and stores them in a central repository to facilitate sharing of knowledge and best practices
Manage project workflows to ensure compliance to mandated procedures
Capability to capture budget, actual and forecasted project costs
Application currently has 6,000 projects, 1900 users (50% in NA, 34% in EMEA, 16% APAC)
Develop procedures for measuring program/functional efficiency
Handling client requests and fulfillment
Java Scripting (JSP)
Unix Admin
SCCS, Make
Excellent listening, written and verbal communication skills
Attitude - proactive, enthusiastic, positive, dynamic, delivery and quality focused
The ability to motivate others. Ability to understand both the broad and the detailed picture
Be prepared to fully commit outside of normal regional working hours
Crisis management skills
Customer/client needs management
Bachelor's degree in Engineering, Computer Science, or Information Technology. Master's degree in Finance, Computer Science, or Information Technology a plus
Application Support/Development experience in a multiplatform, multi-location, 7 x 24 environment
Understanding of Financial and Banking applications or related business experience
Business knowledge of Securities settlement processing (equities and fixed income), Collateral Management, Global Custody, Clearance, Corporate Actions, SWIFT

Gim-global Operations Production Support Analyst Resume Examples & Samples

24x5 monitoring of batch jobs for various applications in Operations Technolgy
Troubleshoot environment, data control and operational issues
Create and Maintain documentation to ensure knowledge accessibility
Automate and streamline process using scripts and scheduling tools
Liaise with other application support teams and internal/external business and technical partners
Provide ad hoc and on-demand reports
Perform timely escalation of critical issues and proactively identify patterns of recurring issues to improve production
Lead problem resolution and conduct root cause analysis and establish processes that will help incident prevention
Participates in the Incident and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting
Ensures that all production changes are processed according to Change Management policies and procedures
Ensures that appropriate levels of Quality Assurance have been met for all new and existing products
The candidate must have 5+ years of hands-on Production Support experience
Strong Oracle skills (SQL/PL-SQL) and Unix skills
Experience with Informatica ETL, Control M is desirable
Very strong troubleshooting skills
Good written and interpersonal communication skills
Ability to multi-task and effectively prioritize in a highly dynamic work environment
Nice to haves - Shell Script, Perl, VBA, Java, Business Objects, Experience in Financial Services, Knowledge of one or more vendor products like Eagle Star/Pace, SmartStream-TLM and Sungard-Xamin

Production Support Analyst Resume Examples & Samples

Monitor and provide application and environment support, identify and resolve any productions issues within established SLAs
Create and/or maintain all relevant production support documentation including change management process and procedures, job run book, data backup and retention policy, and applicable access controls documentation
Maintain and publish approved SRS calendar
Participate in periodic production support meetings and other process improvement initiatives
Administer code version repository by creating approved code repository branches, migrating deployment objects into tag folders, purging approved obsolete repository objects, and keeping trunk folder in sync with production
2+ years experience with scheduling tools; Control-M preferred
5+ years experience/knowledge of change management methodologies/guidelines
3+ years experience with Oracle PL/SQL. Preferred experience in Query Optimization, Debugging, and Tuning for improving performance
Participated in all phases of the system development life cycle (SDLC), preferably within the Mortgage Servicing or other financial services industry

Commodities Production Support Analyst Resume Examples & Samples

Support Capability
High level of day to day BAU support for the Global Commodities business and associated downstream teams, covering applications such as Openlink Endur, LME Select, Marketview, associated STP gateways, CitiExotics and Simpliciti
Ensure near 100% availability of applications and associated infrastructure. Develop expertise in the relationships between interdependent systems across Citi Markets technology
Liaise with teams outside of Commodities Technology, such as middle office, operations, front office, business unit management, other support teams and facilitate effective and timely resolution to user queries and issues
Strong process awareness and ability to manage incidents, changes and problems at a global level and escalate as necessary
Develop in-depth knowledge of the fundamentals of the Commodities business
Experience working in a Production Support or Operations group in a high availability / mission critical environment
Demonstrated ability to efficiently troubleshoot in time critical scenarios
Experience/knowledge of supporting a Commodities business preferred will be a big plus essential
Openlink Endur v8 upwards
Unix /Auto-sys
Oracle, SQL, XML, AVS skills are highly desirable
Commodities trading applications preferred: Openlink, Marketview, Trayport, LME Select, WebICE, TT, etc
Monitoring systems (ideally ITRS)
Honours class degree in Computer Science or related technical discipline

Production Support Analyst Resume Examples & Samples

Bachelor's degree OR equivalent work experience required
1+ year experience in Production Support, Application Support, Business Analysis, or Project Mgmt preferred
Previous experience with IBML scanner and NCR itrans a plus
Strong leader and results oriented
Ability to implement process improvements strategies
Proven ability to manage multiple tasks
Must be able to adapt to change and provide support in a fast pace environment
Multi-tasking and assertive with high energy
History of success working in a team environment
Ability to communicatte technical specs and solutions to a non-technical audience Highly PC literate - intermediate to advanced knowledge of excel (will be creating spreadsheets, pivot tables, formulas) MS word, Powerpoint knowledge would be a plus
Excellent prioritization capabilities
Must pass background check Flexible with work schedule

Production Support Analyst Resume Examples & Samples

Provide hands on production support
Professional Ethics Compliance and Risk Management
Work as support analyst to provide hands on support to financial systems and its interfaces
Experience in Informatica and ETL
Working within ITIL standards and structured, formal environments - ITIL qualifications Beneficial

CIB Production Support Analyst Mumbai Resume Examples & Samples

Performing cleanup for obsolete objects and reoccurring data backups
Manage schema and resource access on all environments
Maintain and publish approved BAU calendar
Willingness to work during APAC shift
3+ years experience in a production support role or similar role
2+ years experience with source code version tools; Subversion preferred
BS/MS degree with emphasis in MIS, Computer Science, Math, Finance, or other quantitative/business discipline or equivalent experience
Exposure to Cognos/TM1, ESSBASE , Planning
Exposure to any projects with work in Forecasting/Planning
Exposure to Scripting (Shell, Perl, Python etc.)

Production Support Analyst Resume Examples & Samples

Proven experience working in an application support environment
Very good SQL and PL/SQL knowledge
Good Scripting knowledge in UNIX Shell/Perl
Flexible to learn new tools and Technologies
Ready to work in shifts
Basic Java/J2EE knowledge
Working knowledge on Informatica
Working knowledge on weblogic
Experience in Investment Banking Domain
Working knowledge on BO

Genesys Production Support Analyst Resume Examples & Samples

Support Genesys Infrastructure ensuring platform is fully operational and meets documented Service Level objectives. Experience with Genesys Framework and IVR components
Support/Implement periodic upgrades of the Genesys Infrastructure as required. Includes both patch updates and full version upgrades
Implement, document, and maintain Genesys Routing Strategies for all business units. Support business requests for routing changes using the necessary process controls to ensure production operation is not at risk
Provide quality support for Genesys Reporting, including both maintenance and support to the businesses for report generation issues
Responds to service outages and production issues in timely manner
Minimum 5 years of hands on Genesys Framework
Minimum 5 years of hands on Genesys CTI Routing
Minimum 5 years of Call Center experience in supporting telephony applications and reporting
Minimum 5 year Genesys Reporting including CCPulse, CCAnalyzer and CME
Demonstrated ability to upgrade Genesys Components, TServer, ConfigServer, in a Test and Production Environment
Configures, tests and debugs the routing configuration, or enhancements to existing software within the Genesys Framework
Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)
Experience with routing, workflow, design, development and test to support CTI

Production Support Analyst Resume Examples & Samples

Monitors production systems, scheduling tools, jobs and processes and troubleshoots to resolve issues including on call rotation for weekends
Responding to and addressing problems identified by users and by monitoring processes
Deployment of source code to Production and UAT (testing) environments within established SLAs
Collaborate closely and provide services to developers, analysts, and other technology resources with a constant focus on continuous process improvement
Support infrastructure update and maintenance
Perform regular scheduled maintenance work
2+ years in a production support role troubleshooting, analyzing and providing root cause analysis and issue resolution
Must possess a working knowledge in the following technologies
T-SQL/ SQL Server Query Language
SQL Server Stored Procedures
SSIS Packages
SSRS Reports
Microsoft Office Product (Word, Excel etc.) including experience working with CSV and other text-delimited files
Knowledge of one or many of the following is a plus: Autosys, TFS, Windows O/S, programming experience in .NET technologies, mainframe/JCL technologies
Provide on-call support after normal business hours and weekends to resolve production issues according to rotation schedule
Demonstrates a proven record of success with a thorough understanding of Change Management, Configuration Management and Release management principles
Ability to thrive in a challenging, extremely fast paced environment. Ability to manage multiple projects & tasks with multiple priorities
A team player with excellent written and verbal communication skills and strong organizational skills
Detail oriented with ability to follow documented procedures accurately and consistently
Must have a service oriented attitude with excellent problem solving and analytical skills. Possesses the ability to work independently, self-motivated and highly-focused
Results oriented and highly flexible individual

AML Production Support Analyst Resume Examples & Samples

Manage the process to develop and maintain appropriate support procedures and Service Level Agreements (SLA) that are compliant with federal, state and corporate guidelines
Manage the other ancillary and administrative processes required
2+ yrs of business/operations experience (in banking/finance)
Demonstrate the ability to communicate effectively to different audiences
Ability to maintain lasting business relationships
Ability to embrace change
Strong user of Microsoft Office suite of products
Strong in Microsoft Access development and Excel reporting desired

Global Financing Services Production Support Analyst Resume Examples & Samples

Day-to-day support and monitoring of various Stock Borrow Loan systems used by front-office, middle-office and back-office users
Provide on-site desk-aligned application support to business users on the HK trading floor
Coordinate the response of IT teams and leading Senior management updates & communications (Incident Management)
Coordinate with different internal teams and/or external parties to conduct and manage special events such as BCP tests, infrastructure change weekends, data centre maintenance, special trading days or exchange-mandated market rehearsals
Monitor for system errors, troubleshoot, and resolve outages in appropriate timescales
Collaborate with the Change teams to ensure stability in the production environment
Supervise the daily activities of a team of vendor production support analysts and provide guidance to that team

Wholesale BIO Production Support Analyst Resume Examples & Samples

Ensuring reports and systems are accessible & available within our service level agreements (SLAs) and quality levels through validation and verification routines
Proactively planning and running routine maintenance and strategic changes to ensure systems and reports stay relevant and applicable to the business
Evaluating impacts of proposed changes upstream, downstream, and to the system / report to identify and actively manage impacts to Wholesales information systems and reports
Identifying issues before clients identify issues. If issues are identified, centrally owning & managing production support issues to resolution
Helping to train and develop junior analysts as well as to provide support to them for complex problems

Production Support Analyst Resume Examples & Samples

Provide multiple simultaneous tier 2 support across all applications including assisting end-users and making data fixes. 2nd level support includes problem identification, definition and implementation of short term work around and coordination of long term software solution with development team
Maintain ongoing communication with Service Desk, end-users, business analysts, QA team, development team on IT systems and issues
Ensure that scheduled jobs (e.g., SSIS packages) complete successfully, troubleshoot as needed
Perform assigned tasks from the regular production support checklist (e.g., TV listers loads, datamart/MMR loads)
Review and respond to system audit alerts in a timely manner
Performs configuration management for implementation of new system functionality into production
Provide support for the QA environment and the QA team
Create and update production documentation
Ability to write and execute sql queries for Oracle and SQL Server
Familiarity with oracle and sql server
Familiarity with Unix/Linux – able to do some basic scripting and work with files and directories
Familiarity with SSIS packages
Monitor Service Now trouble management system to ensure all assigned production issues are addressed according to the appropriate service level
Provide system expertise to training teams in support of new employee training and ongoing system training needs
Communicate issue status to internal and external stakeholders
Participate in the application development review process to ensure Production Support team can support new applications and enhanced functionality
Ensure compliance with all ITIL, SDLC, SOX, and Internal Audit requirements for all application changes
PowerBuilder and Java experience – ability to troubleshoot, debug and do lower level coding
General Windows file server experience – helps for migrations and troubleshooting
Crystal Report – ability to troubleshoot, debug and do lower level coding
MS Office products; primary Access and Excel – ability to troubleshoot, debug, do lower level coding/pivots etc

Production Support Analyst Resume Examples & Samples

Working as a key member within a team of 6 responsible for the delivery and support of IT services to the following Capital Markets Products Line, providing 1st and 2nd line “trade floor” support. Trading products to include (but not an exhaustive list)
Government Bond Desks
Interest Rate Swap Desks
Inflation Desk o US Treasury and US Swaps
D2C and D2D Markets
Specific systems within Rates E-Trading areas that that the team is responsible for are:(non-exhaustive list) ION / Marketview
Citi Velocity (internal and external offerings application)
ITRS (Monitoring Software for platform)
Providing functional and technical help around the relevant systems to users by (not exhaustive) Ensure correct pricing of instruments
Ensure platforms admin in relation with system providers, both internal and external
Dealing with Risk and PnL Issues reported by users
Dealing with STP (straight thru processing) issues
Work within the 24x7 rota, this is on an “on-call” basis and occasional weekend work
Conform to all internal policies and procedures
Manage customer relations when dealing directly with both internal and external users of the systems
Assist members of team
Liaise with users and developers and other technical support services (i.e. Unix SA’s, Market Data Teams)
Diagnosis and resolution of users issues and escalation of problems using the problem management tools
Working both within the team responsible, or alone when requested, to act as, or in conjunction with a specific project manager:- (non-exhaustive) Assisting in the completion and timely delivery of projects
Assist the tracking of both time and resources on the projects
Other key responsibilities (not exhaustive): Understanding and documenting business requirements
Proactive monitoring of the E-Trading platform with on-going maintenance of the monitoring system setup
Interaction with business support groups (i.e. FI E-Commerce and Bond Portfolio Analysis (Quant) support groups)
Strong experience working with both Development teams and Traders
General understanding of financial markets and products, in particular Fixed Income and Rates
Ability to plan and organize workload

Production Support Analyst Resume Examples & Samples

Schedule and monitor day to day operations for U.S. Payroll
Provide 1st level on call support for production job related issues
Maintain change control log and perform migrations
Perform Security and Control tasks for this highly critical, SOX application including monitoring controls and collecting compliance evidence
Proactively identify and implement process improvements
Problem resolution of business questions related to timing of files, incorrect data
Work closely with the business to ensure handoffs and auditing occur during processing
Generate calendars for special processing
Schedule flexibility is necessary on occasion to resolve incidents and run jobs
Create SAS reports

Production Support Analyst Resume Examples & Samples

Manage teams (Indirect)
Work with Project Management and/or Business Relationship Managers (BRM) to gather, review, clarify and understand the work needed for the project
Represent Operations Control on projects and/or day to day activities to ensure the requirements are met for our teams
Collaborate with other support teams to ensure turnover and support documentation process is followed, including cross-training
Continuous service improvement
Leading efforts where appropriate
Ensure appropriate generation, dissemination, collection and storage of information
Standardizing and implementing new processes
Global alignment
Investigation
Correlation of Events
Diagnoses
Resolution and Recovery
Escalation
Ensure troubleshooting and recovery efforts are documented
Communicate with global customers regarding an incident
Gather information, interpret, and take appropriate actions
Ensure incident is documented, classified, and prioritized
Ensure support teams are engaged
Ensure communication management process is followed
Identify and document process improvement
Monitor, proactively investigate, and restore availability of systems
Work with RETS, CPM, and the Business to identify opportunities to improve, fix, and correct RAP
Be aware of upcoming changes, releases, and projects that could affect RAP
Bachelor’s degree in Computer Science or other related field preferred
3-5 years of related work experience preferred
Previous experience in performing operations or system management functions in multiple system environments (UNIX, MVS, Intel)
Knowledge of Reed Elsevier system operations preferred
Responds to system management alerts to handle system/operations exceptions, within the assigned enterprise systems of product offerings
Provides prompt recovery and problem escalation for the exceptions, extrapolating and integrating information within defined boundaries, using multiple system management and problem management tools
Works closely with development groups, support groups and vendors to coordinate special operations, and communicates/escalates problems as appropriate to meet assigned deadlines
Provides analytical support for the development and enhancement of system interfaces, and may develop or enhance those tools under high-level technical direction from more-senior staff
Assists in daily support of the systems/products assigned, through early detection and pursuit or changes in system responses or operation. Works closely with support groups to refine system monitoring and reporting, and to assist them in their analysis and problem recovery
Provides prompt, clear and timely communications. Logs, coordinates and communicates problems using standard problem management and escalation procedures

Production Support Analyst Resume Examples & Samples

Direct contacts with the business users and follow up problems with them to ensure problem resolution and ensure appropriate feedback
Proactively seek out and repair system inconsistencies as well as provide trouble-shooting assistance and solutions for production problems
Develop effective lines of communication with all kind of stakeholders
Develop where needed and implement tools to maintain, monitor and troubleshoot Investment Bank applications and infrastructure, automating where applicable
Create and maintain documentation for training, trend analysis and troubleshooting

Group Operations Production Support Analyst Resume Examples & Samples

IT Stakeholder Management and Business communications as appropriate
Problem management and continuous service improvements
Tracking work progress and reporting key issues to senior management
Incident management within the region & crisis management
Escalation point for L1/L2 teams

Production Support Analyst Resume Examples & Samples

Strong application development background (e.g., Java, SQL, Unix shell scripting)
Proficiency in understanding UNIX and Wintel-based applications and infrastructure
Experience working in a variety of application designs (e.g., web-based and thick-client distributed client server environment, vendor products)
Experience working in a relational database environment (e.g., Oracle, DB2)
Ability to influence and lead technical conversations with varied IT groups
Experience with Tivoli, Wiley Introscope, Topaz and other monitoring tools
Experience with change management process in a large corporation
Bachelors degree in Computer Science, Computer Engineering, or equivalent

Production Management Production Support Analyst Resume Examples & Samples

Ensuring that Clearance & Collateral Management applications are available and supported in line with defined system service level agreements
Understanding the business of Collateral Management from a global perspective
Providing hands-on technical support for both internal and external client functionality
Executing and/or escalating problem management procedures as necessary
Performing a daily health check of intra-day/overnight system batch processes
Ensures monitoring alerts and system events are assessed, prioritized, and managed
Manages client impacting incidents including business impact assessment, technical resolutions, engagement, and communications
Complies with organization standards, regulations, and requirements
Implements and follows organization incident, problem, and change management processes
Performs 2nd level support for assigned applications
Builds and maintains strong relationships with technology teams and business partners to
Collaborates with technology teams and business partners to understand application functions and related downstream processing components
Drives continuous improvement of services and processes in order to increase platform stability and improved operational efficiencies
Participates with post incident reviews for client impacting incidents
Runs technical bridges, as required and leverages experience and organizational knowledge to reduce MTTR (Mean Time to Recover)
4 - 7 years of work related experience in the IT field or an equivalent combination of education and work experience
Knowledge of Collateral Management would be beneficial but not required
ITIL Certification is beneficial but not required
Informatica Power Exchange strongly desirable
Strong UNIX knowledge required
UNIX shell scripting and/or Perl(advanced)
Experience with Oracle or other relational database including SQL, Stored procedures/views
Experience with Java technologies Java/J2EE
MQ Infrastructure exposure
Experience with system monitoring tools
Experience creating automation tools
Problem Solving Skills - natural inclination towards problem resolution
Customer Service Orientation - build positive working relationships with clients at all times providing realistic information and managing their expectations
Partnership - Build relationship with Release Management, Application developer community and Infrastructure teams
Energy and drive are key factors along with the ability to multi-task
Drive to continuously improve the existing technical environment

Production Support Analyst Resume Examples & Samples

Should have experience in working with Operations and Business users/traders. Field support queries from users regionally and globally. Take ownership of, investigate, log/track and resolve these queries
Assess the relative severity and impact of incidents on the business and prioritize appropriately. Communicate status and resolution of issues on a timely basis to users, other technologists and management
Proactively monitor applications’ statuses, health and integrity and address any issues. Ensure that down-time in the production environments is minimized
Perform incident and problem management - initiate timely incident reports for application specific incidents to identify root causes and help identify corrective actions
Agree on action plans with the relevant teams to prevent re-occurrence. Manage the closure of these actions to agreed dates
Help document the application environment and support process

Mys Ctsm Kl Anti Money Laundering Functional Production Support Analyst Resume Examples & Samples

Interface with internal customers, supported business sectors, as well as with the IT organization in support of the production support processes
Manage the process for advising and escalating on any prolonged or major issues identified
Notify all business areas and managers of any system downtime or delays in reports or alerts and maintain appropriate tracking logs for these issues
Stay informed on and communicate recommendations for new policies and procedures to maintain efficiencies in system management
Maintain appropriate control methods for the business units to request changes
5 years related experience in a production support or project management role
Demonstrate effective communication skills
Motivates others to achieve performance goals
Strong user of Microsoft Office suite of products (3+ years)
Ability to read and understand database schemas (Oracle, SQL Server, etc.)
'Data Dump' related support
Ability to learn quickly about a new business process
Banking, finance or business background
Demonstrated ability to work independently, interact effectively, with different levels of management and to operate with excellent corporate work ethics (timely, honest, respectful and considerate to co-workers

Production Support Analyst Aml Resume Examples & Samples

Manage the change requests process on behalf of the Regional Hub to ensure that all system changes have been requested through the proper methods and tracked
Manage the process to ensure that all incident tickets are logged and tracked and followed through to resolution
Communicate to users on system issues, maintenance and system status
Ensure that adequate documentation for approvals and decisions have been captured, logged and stored
Ensure that the Risk and Finance Team are provided the necessary documentation related to changes and problem tickets as requested
1+ yrs experience in a production support environment preferred
Ability to multi-task & appropriately prioritize tasks
Detail oriented, organized and analytical
Self motivated

Production Support Analyst Resume Examples & Samples

Act as the 2nd level support for users
Investigate, analyze and make the necessary corrections to solve problems (corrections to the data)
Assess the urgency of the request, analyze needs and identify implications, issues and impacts
Provide and propose practical solutions that meet the needs of users
Provide required functional patches (data modifications and tests)
Validate necessary specifications from business analysts, architects, application owners and have them approved the corrections
Adjust functional files, screens and test cases as needed
Participate in functional testing
Participate in the implementation and post-implementation
Write procedures to allow the team to be effective in incorrect situations that are repetitive and identify a long-term solution to these recurring problems
Ensure the quality of applications and documentation by following the norms and standards development and methodology in place
Willingness to look into the existing code to find the causes and solutions to problems
If necessary, can play the role of solution designer (Java, RPG ...) for small developments
Bachelor's degree in Computer Science. Less education combined with relevant experience will be considered
Minimum of three to five (3-5) years in the analysis and development of business applications
Very good knowledge of JavaScript and HTML
Knowledge of HTML5, CSS (cascading style sheets) and Angular
Good knowledge of application development in a multi-tier environment
Knowledge of Windows development platforms and environments, NT, Unix, Oracle and AS/ 400
Knowledge of data manipulation tools such as SQL, PL / SQL, DBU, Query, Data Mirror, Toad
Sense of innovation, creativity, organization, autonomy, quick adaptation to various technologies
Leadership, autonomy, team spirit and diplomacy
Organization and efficient management of priorities
Good technical skills and ability to translate technical into business related terms
Ability to learn and analytical
Knowledge of the Property and Causality (P&C) Insurance field (asset)
Knowledge of the P + methodology, Agile / SCRUM or other (an asset)
Knowledge RPG (asset)
Knowledge of Guidewire and NetReveal applications (asset)

Production Support Analyst Resume Examples & Samples

Work on some of the most complex challenges in large scale computing by utilizing your skills in data structures, algorithms, and object oriented programming
Provide Level 2 Incident Management support for customer facing web applications with a goal of meeting business service levels. Take ownership of critical issues, enlist proper representation from other IT support teams and drive towards resolution
Automate manual enterprise operations tasks and optimize business process to reduce workloads & create proficiencies
Monitor and maintain operational readiness of Enterprise Applications including AWS hosted applications and provide 24/7 support as needed
Support Autodesk enterprise growth and ensure stability through maintenance activities on Tibco and other Enterprise Applications

Production Support Analyst Resume Examples & Samples

Knowledge of fundamental credit and market mitigation techniques, and practices
Strong analytical, logical, technical and problem solving skills
They should also have a strong interest in client interaction and possess outstanding verbal and written communication skills Analysts must be able to work well under pressure on teams in a demanding environment

IT Production Support Analyst Resume Examples & Samples

3 + years with any flavor of Unix or enterprise Linux
3+ years RDBMS - Sybase, Oracle and/or MS SQL
2+ years with Windows OS'
2+ years of Banking / Finance industry experience
2+ years of Programming skills in Unix scripting or other scripting Language such as Perl

Production Support Analyst Resume Examples & Samples

Provide application support to internal users (front, middle and back office functions as well as other IT groups) and external clients
Must demonstrate the ability to analyse and understand complex problems, make sound technical decisions/recommendations, and communicate solutions in a proactive manner
Work as a member of the Dublin Support group within PSP
Pro-actively identify areas where support queries can be reduced, and identify, document and potentially implement (small scale) solutions and encourage the global team to do this
Communicate clearly and concisely and escalate issues on a timely basis. Keep management informed of progress and issues
Develop and maintain relationships with other technology teams including other global PSP teams/ business lines, application development teams and infrastructure (e.g. DBA, server teams, web services, etc)
Develop and maintain relationships with users, including front office and other internal groups

Rohq Gfts Hrms Tier Production Support Analyst Resume Examples & Samples

Graduate of any systems or technology-related course
Minimum of 3 years’ experience in PeopleSoft HRMS functional-technical systems production support
Proficient in writing SQL database queries
Motivational fit – must have appreciation for systems, wants a long-term career in production support and business analysis and design
Demonstrated multi-tasking ability, analytical skills, problem solving skills and a consistent record of on time delivery and customer service is mandatory
Possess an inquisitive mind coupled with a strong business thought process which may result in business process re-engineering to achieve process efficiency and effectiveness
Must be a creative, hardworking, a team player
Fast learner, highly organized and methodical
Proficient technical Skills on the following PeopleSoft Technologies: PeopleTools, SQR, Application Engine, PeopleCode, XML Publisher, Queries, and Integration Broker, MS Office Suite (Word, Excel, PowerPoint) and MS Project
Experience with web programming desired
Must possess strong communication skills (both verbal and written) inclusive of strong presentation skills

IT Production Support Analyst Resume Examples & Samples

User interaction and support of key business processes
Hands-on technical troubleshooting of UBS proprietary and 3rd party applications
Crisis Management and proper escalation to Level 3 (Dev) support
Escalation point for all Level 0 and /Level 1 support issues
BCP execution and test execution
Establish / enforce Production Readiness Criteria that ensure development teams build fit-for-purpose applications before they go into production
Problem management
Change and Release planning, deployment, and post implementation testing
Capacity management and testing
Environment planning, management and operation of enterprise Solaris, Linux, Oracle and Sybase servers
Identification and removal of end-of-life technology
Flexible, hands-on, proactive approach to working
Exceptional analytical and troubleshooting abilities, coupled with attention to detail
Self-driven, motivated, goal oriented person that takes full responsibility for own actions and those of the team
Proven team player that has contributed to team goals
Ability to challenge and motivate other team members
Ability to work with teams outside of your sphere of influence to gain their trust, get their cooperation and produce results
Strong sense of ownership, pride and urgency
4 year Bachelor's Degree or equivalent with major in Computer Science or related field or similar education from a technical institute
Minimum 5 years of experience performing L2 support, L3 support or development role supporting critical and time sensitive applications
Proven people management, client management and team leading / building skills
Experience working with or managing teams in multiple geographic locations that use a follow-the-sun model
Solid experience implementing continuous improvement and problem management programs
Ability to diagnose problems, define and co-ordinate the implementation of technical solutions
Hands-on trouble-shooting of complex technical problems
Lead complex technical projects and teams until a particular production issue is solved
Proven incident & crisis management skills with the ability to perform under pressure
Build relationships and communicate effectively with the Operations, development and infrastructure teams
Understand problems as a business user describes them and translate them into specific technical problem
Fully understand the time sensitive nature and business needs of the Operations team and manage their expectations
Implement tools to improve monitoring, identify and eliminate unnecessary application and infrastructure alerts
Identify and automate redundant and manual tasks
Improve the overall stability of the system through improved BCP and capacity planning
Complete understanding of change and release management best practices
In-depth Linux/Unix skills
Solid scripting skills in Shell or Perl
Experience analyzing and troubleshooting large-scale, highly resilient, distributed systems
Strong understanding of networking technologies, infrastructure and TCP/IP protocols
Experience of middleware technologies (MQ / Tibco RV & EMS)
General RDBMS (Oracle and Sybase) knowledge
Hands-on experience with Autosys job scheduler
A development background
Working knowledge of Webserver technologies: Websphere, Apache, Tomcat
Complete understanding of the Systems Development Life Cycle (SDLC)
Exposure to both waterfall and agile development practices
Understanding of the ITIL Service Framework

Ediscovery Production Support Analyst Resume Examples & Samples

Minimum of 3 years experience as an IT professional
Experience providing technical support for applications and/or computing platforms
Self-motivated, quickly learn new software and procedures, exercise good judgment and show initiative in resolving problems and completing assignments
Must work well within a fast-paced, high-pressure team environment
Ability to communicate effectively with IT professionals on an in-depth technical level and with non-technical (lawyers, paralegals, etc.) people, both verbally and in writing
Desire to learn and master a wide variety of legal support software such as Clearwell, LAW, Concordance, Relativity
Attention to detail and ability to work independently
Ability to organize, plan and prioritize workload
An innovative mind – due to limitations of tool sets, there are times when you may have to develop other processes to complete the request
Responsible for adhering to and enhancing policies, procedures, best practices, and guidelines for the production of data used in legal procedings
High proficiency with Microsoft Office software (Excel, Word, Outlook, SharePoint)
Legal background as an IT professional is a plus
This is an IT position, so applicants will need to demonstrate in the selection process that they can have a successful career in IT. There is no career path into the legal department with this position

Bidm Production Support Analyst Resume Examples & Samples

Provides technical support for assigned applications and projects. Is timely in problem-resolution and response
Assists with defining and modifying system parameters/formats and ensures hardware/software system compatibility
Displays basic project management understanding and applies concepts applicably
Good knowledge of systems analysis
Demonstrated analytical skills with good problem-resolution abilities
Good verbal and written communication aptitude

Bidm Production Support Analyst Resume Examples & Samples

Maintenance of the Informatica ETL platform infrastructure (upgrades, patches, health monitoring)
Able to understand\write shell scripts and sql (Oracle) for regular maintenance jobs to improve performance and uptime of Informatica platform
Troubleshooting ETL jobs and follow escalation procedures to resolve the issue
Collaborate with larger BIDM team to meet SLA
Collaborate and provide technical solutions as required to resolve complex production issues
Provide on call support for Informatica ETL jobs
Participate in BIDM IT upcoming releases, risks, mitigation plan and create implementation plan
Ensures adherence to bank and information systems policies and procedures, security measures and audit standards
Able to understand process quickly and apply processes for the BIDM Prod-Ops
Team player and mentor junior support engineers
Bachelor's Degree BS in IS, Computer Science or a related field
3-5 years information technology experience
Has strong knowledge of business systems, and has specific knowledge of the functions supported as well as their associated functions
Ability to analyze, develop and implement complex programming solutions
Thorough understanding of systems environments including one or more of the following: hardware, software and networking environments, files/databases, programming languages, program design and systems development, batch and online programs, installation procedures, and processing
Documenting technical design and business requirements

Senior SQL Production Support Analyst Resume Examples & Samples

Requirements methods: interviewing, data modeling, business process modeling, business object modeling and user interface design
Different requirement methodologies: methodology of Object Orientation, Use Cases, Unified Modeling Language, iterative methodologies like RUP and traditional waterfall approach
Quality Controls
Factors affecting business
End user reporting tools (e.g. Focus)
Charles River Development System, would be preferred, but not mandatory
Eagle Investment Systems, would be preferred, but not mandatory
Strong SQL, Perl and Java
Knowledge of JCL would be preferred, but not mandatory
Talent Management process (recruitment/selection, performance management, performance development/coaching, reward/ recognition)
10% On call Support
20% Project and Enhancement related work

Production Support Analyst Resume Examples & Samples

Provide hands on production support to PeopleSoft Financial � General Ledger
Responsible for the proper functioning of existing services and infrastructure
Provides help to identify problems, aid in implementing the solutions, and providing continuing support
To work with end-users to solve issues and fix technical problems
To work under the guidance of senior Support Analysts
The duties of Support Analysts can be broken into four distinct categories: prevention; correction; adaptation; and perfection
Work as support analyst to provide hands on support to PeopleSoft Financial (General Ledger financial systems) and other finance applications
3 � 4 years of working experience
Basic knowledge of PeopleSoft Financial covering GL will be a plus
Hands on database knowledge of Oracle/SQL is required
Experience in Informatica/ETL is required
Knowledge of scheduling tools � Autosys or cron
Basic knowledge of programming languages � JAVA or C++ will be a plus but not mandatory
Experience of monitoring software and maintaining\improving rulebases
Hands-on experience of using tools such as Service Now - Desirable
Working within ITIL standards and structured, formal environments - ITIL qualifications � Beneficial
Experience in Business objects will be a plus
Knowledge of ledger based systems will be a plus

FX Production Support Analyst Resume Examples & Samples

Support of all FX production applications - this includes appropriate escalation and ownership to completion of all reported issues and requests
This role involves extensive face-to-face, telephone and email interaction with the business (Traders and Salespeople) and business support staff, i.e. Business Management, Middle Office, Back Office and Compliance etc
Interaction with various core infrastructure technology groups to ensure management and maintenance of application dependent core infrastructure
Understanding and adherence to established processes such as Release to Production, Incident Management, etc
Background trade floor production support
Good understanding of investment banking, especially FX, Rates and Credit
Front Office Electronic Trading systems
Working knowledge in Perl, ksh/csh/bourne shell programming a plus
Experience of monitoring software and maintaining and improving rulebases

Application Production Support Analyst Resume Examples & Samples

Prioritize assignments in a highvisibility mission critical system
Troubleshoot issues quickly andappropriately by identifying immediate remediation, determining root cause, andcoordinating long term solution
Responsible for best practicesimplementation, day to day performance and support of Mission criticalapplications and technologies
Responsible for performing theService Desk function for assigned applications, acting as the Single Point ofContact to the business users and for following the incident and problemmanagement processes
Perform application maintenanceduties as required including off hours weekly and monthly processes
Manage the off-hoursimplementation of data base control changes
Analyze processes, recommendprocess improvement and write formal documentation
Develop contacts and relationshipswith vendor support organizations
Understand future directions andenhancements of assigned applications
Develop and report metricsassociated with system performance
Define and lead the integration ofassigned production systems with the appropriate enterprise monitoring strategiesthat not only will identify developing issues but take proactive responses
Identify opportunities toeliminate significant amounts of ad hoc reporting requests by developingalternate strategies that give internal and external customers the ability toget the information they need without requesting ad hoc services from IT
Must be available for on-callsupport nights and weekends
Interact with others in thebusiness and IT organization
Work with providers of softwareand hardware products as well as consulting vendor service providers
A minimum of five years of production support experience
Demonstrated track record of process improvement that lead to increased efficiency and productivity through the use of technology
Working knowledge of the Windows operating environment and FTP processes
Competency in relational database structures, particularly SQL and Oracle PL*SQL
Experience with process documentation and process documentation tools (such as PowerPoint and Visio)
Excellent analytical, communication (both verbal and written), facilitation/organizational skills
Very strong results with people, thought, leadership and communication skills
Strategic, innovative thinking and vision
Excellent analytical and communication (both verbal and written) skills
Solid understanding of technology
Experience in the Media industry is a plus
Experience with enterprise reporting environments such as Business Objects, Crystal reports, a plus
Experience with Sintec Media’s Integrated Broadcast Management System (IBMS), or other distribution and scheduling software, a plus

Unix SQL Windows Production Support Analyst Resume Examples & Samples

INCIDENT MANAGEMENT- mitigate, facilitate, coordinate, escalate, and document impacting incidents. Determination of root cause, implement action plans to prevent reoccurrence. Complete assigned action items with in prescribed timelines. Prioritize issue queue, assign issues for resolution, and provide feedback to Call Center. Identify reoccurring issues, and through process improvement mitigate and reduce the number of incidents, maintain and produce status reports on incidents
MONITORING AND AUTOMATION - accountable for monitoring applications, jobs, file transfers and processes. Assisting in establishing pro-active processes for monitoring, issue avoidance, and improvement of customer service
PROJECT SUPPORT- actively engage in assigned projects to ensure timely completion without incidents
Minimum BS degree in Computer Science or Equivalent work experience
Minimum 3 years technical experience in Web based technology environments and related dependencies between platforms, database, and application levels. (UNIX, SQL, WINDOWS, are plus)
Experience in the support of real time transaction processing applications
Experience in Solaris, lynx, korn shell, Perl, JAVA (core and frameworks) , C/C++ is a plus
Experience in Oracle, and SQL server databases is a plus
Knowledge of windows server, active directory, group policy, OS
Working knowledge of application development
Experience in enterprise incident management practices, monitoring and performance tools
Ability to quickly receive and process information, make appropriate risk based decisions
Effective issue management skills, problem identification, root cause analysis, and solution recommendation
Strong global team member, interaction with staff and clients to achieve business goals
Intense personal commitment to mission, values, and goals of the organization
Self confident, self directed, ability to work with various levels of staff and management

Rates Production Support Analyst Resume Examples & Samples

Experience working in a busy Production Support environment
Working knowledge of Risk, P&L, STP and Pricing/Quoting flows
Able to troubleshoot problems in multiple environments
Ability to accurately document and share information with global peer group
Fixed income/derivatives product experience
Autosys setup and configuration

Production Support Analyst Resume Examples & Samples

4 � 6 years of working experience
Good hands on knowledge of Business Objects
Database � SQL/Sybase/Oracle
Experience in Informatica/ETL or Business objects will be a plus
Basic knowledge of programming languages � JAVA will be a plus but not mandatory

Production Support Analyst Resume Examples & Samples

Triage issues and identify the severity of the problem so that the right people are informed and engaged
Troubleshooting end to end solutions made of multiple environments
Ability to perform diagnosis with customers both online and manually over the phone
Track and document issue lifecycle in a way that peers can reproduce your steps and work issues
Analyze situations and develop a course of action for production issues
Partner and foster collaboration with partner production support teams and our supply chain business partners
Identify and analyze patterns and gaps for existing systems
Manage incidents, and provide escalation support as necessary
Communicate positively and effectively with team and cross functional teams at all levels of leadership to keep stakeholders informed of incident status
Desirable skills

Production Support Analyst Resume Examples & Samples

Minimum BS degree in Computer Science or Equivalent work experience
Minimum 3 years technical experience in Web based technology environments and related dependencies between platforms, database, and application levels
Experience in the support of production environments and payment processing applications with client-server infrastructure
Experience with Symantec NetBackup administration
Experience in Oracle and SQL server databases is a plus
Strong knowledge of Windows Server, Active Directory, Group Policy objects, and domain security administration
Experienced with networking technologies, patch panels, and structured wiring
Working knowledge of application development
AGILE methodology knowledge is a plus
Database administration skills are a plus
Monitoring Tools (Geneos, Autosys and Control-M) knowledge is a plus
Experience in enterprise incident management practices, monitoring and performance tools
Ability to quickly receive and process information, make appropriate risk based decisions
Effective issue management skills, problem identification, root cause analysis, and solution recommendation
Self confident, self directed, ability to work with various levels of staff and management
Strong global team member, interaction with staff and clients to achieve business goals
Intense personal commitment to mission, values, and goals of the organization

Level Production Support Analyst Resume Examples & Samples

Supports maintenance of end-to-end server and desktop configurations for Cards and Retail Services applications and services
Implements and maintains production monitoring systems
Supports tuning of environments as business changes are implemented
Participates in Capacity Planning activities along with Service Delivery and CTI Support Teams
Ensures updates are maintained in the Knowledge Base-CMDB
Partners with L2 support for the runbooks, playbooks, and health checks
Works with TCS onshore and offshore resources to leverage lower cost services wherever possible
Technical and business expertise in a variety of platforms and processes, preferably Citi Retail Services or Cards
Analysis skills in support of production issue resolution as well as new partner onboarding
Strong organizational skills to manage a variety of work areas
Ability to communicate well with Production Support, Infrastructure, and Development Teams
Java, Oracle, Unix, Batch Scripting experience is a plus

Operations & Production Support Analyst Resume Examples & Samples

May plan, conduct and supervise small, short-term projects
Evaluates data gathered from multiple source systems, reconciles differences; Balances various computer reports; researches and resolves out-of-balance conditions
Analyzes compliance reports and prepares various management reports
Complies data for and prepares regularly scheduled or special reports, analyses and financial statements
May assist business unit production and/or investment trading functions during high volume periods
Provide administrative support to regional office (travel/expense report primarily)
Bachelor’s Degree in Business, Finance or related field
Years of functional/professional experience 3-5 years relevant experience within banking, trust, or financial industry
Advanced knowledge and demonstrated ability to work with Microsoft Word, Excel and PowerPoint- Access is a bonus
Strong analytical, research and problem solving skills coupled with thoroughness and attention to detail
Experience using Bloomberg or Trust Desk a plus

Senior Production Support Analyst Resume Examples & Samples

Prioritize assignments in a high visibility mission critical system
Troubleshoot issues quickly and appropriately by identifying immediate remediation, determining root cause, and coordinating long term solution
Responsible for best practices implementation, day to day performance and support of Mission critical applications and technologies
Responsible for performing the Service Desk function for assigned applications, acting as the Single Point of Contact to the business users and for following the incident and problem management processes
Perform application maintenance duties as required including off hours weekly and monthly processes
Manage the off hours implementation of data base control changes
Analyze processes, recommend process improvement and write formal documentation
Develop contacts and relationships with vendor support organizations
Understand future directions and enhancements of assigned applications
Develop and report metrics associated with system performance
Define and lead the integration of assigned production systems with the appropriate enterprise monitoring strategies that not only will identify developing issues but take proactive responses
Identify opportunities to eliminate significant amounts of ad hoc reporting requests by developing alternate strategies that give internal and external customers the ability to get the information they need without requesting ad hoc services from IT
Must be available for on call support nights and weekends
Interact with others in the business and IT organization
Work with providers of software and hardware products as well as consulting vendor service providers
Experience in software testing including development of test cases, test scripts, testing schedules and defining user acceptance criteria
Conduct functional, regression, integration and system testing and support of User Acceptance Testing (UAT)
A minimum of five years of production supportexperience
Undergraduate degree, required
Demonstrated track record of processimprovement that lead to increased efficiency and productivity through the useof technology
Working knowledge the Windows operating environment and FTPprocesses
Competency in relational database structures, particularly SQL andOracle PL*SQL
Experience with process documentation and process documentationtools (such as PowerPoint and Visio)
Excellent analytical, communication (bothverbal and written), facilitation/organizational skills
Very strong results with people, thought,leadership and communication skills
Strategic, innovative thinking and vision
Excellent analytical and communication (bothverbal and written) skills
Solid understanding of technology
Experience in the Media industry is a plus
Experience with enterprisereporting environments such as Business Objects, Crystal reports, a plus
Experience with Sintec Media’s IntegratedBroadcast Management System (IBMS), or other distribution and schedulingsoftware, a plus

Production Support Analyst Resume Examples & Samples

Able to support complex application in business domain
Able to work in a multi-functional environment
Quality driven, results oriented and ready to go above and beyond to deliver results
Able to work in a very fast-paced open environment

Production Support Analyst Resume Examples & Samples

Bachelors Degree IT
Minimum 5 years experience supporting Java applications
Good knowledge of customer service oriented working in a global environment
Must have both functional and technical knowledge and capabilities. You are familiar with

Production Support Analyst Resume Examples & Samples

Provides support within the enterprise data warehouse Production Environment
Proficient understanding of the operations environment (i.e., operating systems, application systems, terminology, infrastructures, libraries, programs, processes and procedures)
Provide recovery of failed batch jobs and outage reporting
Collaborate on Production Support Requests (PSR) to develop Unix scripts, cobol codes, Informatica mappings and SQLs
Detect unusually long running jobs and initiating investigations into root cause
Recognize a wide variety of problem conditions and recognize the customer-base impact and severity of those conditions
Updating/creating control members, updating DB2 tables, completing run sheets, auditing nightly batch updates, verifying system availability, researching and correcting moderately complex failed processes and abends
Provide Level 1 problem diagnosis and resolution by using troubleshooting procedures
Resolve moderately complex problems which arise during production data loads
Diagnose and provide solutions in AIX and Windows Server
Monitor execution of batch and online processing. Analyzing and manipulating load schedules
Provide timely escalation of complex problems, outages to a technical support resource and/or to the appropriate level of senior staff
Participating in scheduled disaster recovery activities
Provide problem notifications via phone and email
Resolve moderately complex issues/inquiries related to systems, applications and data
Provide secondary support to Information Management Helpdesk
Identify the codes that need to be improved for efficiency
Create knowledge base by creating document from the support experience
Willing to carry and support pager during non-business hours
Collaborates with Users/Clients and Project teams
Provide technical support to customers, resolving moderately complex issues/inquiries regarding systems, applications, and data
Collaborate with clients on requested activities (e.g., purges, installs, enhancements, new system set ups and back out processes)
Provide guidance and consultation to individuals, CSR and Project teams to ensure on-going CSRs and projects are in alignment with the schedule
Assist with rollout support during an implementation
Operational Management
Working with the related Application Management Teams to rearrange the existing schedule for optimal performance
Communicate with software vendors for technical support
Identify the need to update/create documentation of procedures with approval from the supervisor or manager
Identify and work on performance tuning initiatives
Post-secondary education with a specialization in computer science is ideal or equivalent work experience
Informatica certification is an added advantage
Expert ability to explain production support issues to technical audiences and technical issues to business audiences
Working knowledge of testing methodology and processes, with strong data analysis and data quality assessment skills
Complete understanding of change process and related systems/ technologies to deliver changes to the test environments
Expert conceptual, analytical and problem solving skills that can be applied across all functional levels and areas within the organization
Thorough working knowledge of AIX Operating Systems, Unix, DB2, Maestro TWS and Informatica
Experience with software development lifecycles specifically in the area of quality assurance and testing
Experience with Problem and Change Management procedures
Strong sense of initiative and result-oriented
Ability to work efficiently in a fast-paced and flexible team environment
Good working knowledge and understanding of the Bank’s Retail Products and Services
Thorough knowledge of Data Warehousing concepts and ETL methodology

Production Support Analyst Resume Examples & Samples

Ownership and Communication of issues
Customer Service focused mentality
Working knowledge of Fixed income Rates products and flows (Credit and Swaps a bonus)
Experience with electronic trading applications have connectivity to external trading applications such as Bloomberg, Tradeweb,and MarkItWire to send/retrieve information
Knowledge of Risk, P&L, STP and Pricing/Quoting flows
Minimum 1 year experience with service-based architecture (no GUI)
Able to navigate in UNIX \ Windows proficently, reading and understanding the UNIX file system
Excellent communication skills, ability to multi-task, and work towards tight deadlines
Unix/Windows/SQL
FIX Protocol/Understanding of FIX messages
ION Trading Platform
STP solutions

Production Support Analyst Resume Examples & Samples

Monitor and maintain operational readiness of AWS based web applications and provide 24/7 support as needed
Resolve functional and system errors as identified by Business Partners; includes determining cause of incorrect data entry and infrastructure/database issues. May require coordinating with source data providers (i.e. third parties) to isolate problems. Track system activity to ensure the service is operational as defined by SLAs
Coordinate activity between Business Units and EIS to drive open action items to closure. Requires effective communication and task tracking skills
Work with other technical teams to resolve infrastructure related problems (i.e. Operating system, Network, Database) where appropriate
Prevent, review and remediate security vulnerabilities
Experience with writing queries and managing for MySQL databases
Java, Ruby or C# programming experience
SSL, TLS and certificate management expertise
MySQL, Oracle or SQL Server administration and performance tuning
Linux systems administration and management

IT Production Support Analyst Resume Examples & Samples

Handle and manage a sustainable process related to the onboarding, review and clean-up of data bridge subscriptions. This will include conducting reviews with Tier 1 and 2 clients and regular coordination with the Consumption teams
Implement and execute operational procedures, ensuring that key controls and regular review schedules are in place
Implement key change management processes to better handle various system and non-system based changes
Focus on completing Project Canary change requests, review pending requirements, prepare test scripts, coordinate execution and operationalize new processes/controls
Lead implementation and parallel related activities globally, with focus on activities identified to be critical and/or will impact the operational activities and deliverables of the team, which will include but is not limited to data bridge subscriptions. This will also include representing the team in data consumption design/implementation discussions
Support ad hoc senior management identified reporting packages, analysis, and /or initiatives in relation to the overall GENESIS program
Escalation point for issues encountered in the onboarding, delivery and performance of subscriptions support function
Monitor and manage execution through defined KPIs, metrics
With Finance, Business or Management Information Systems related Bachelor’s degree, or equivalent experience
Database and/or warehouse related skills (e.g. SQL) is an advantage
Ability to multi-task under strict deadlines, demonstrating independent leadership skills
Superior communication skills, given exposure/interaction with senior business leads
Detail-oriented, with strong analytical skills and ability to synthesize
Possess strong team building, planning and work skills, driven by process improvement

Production Support Analyst Resume Examples & Samples

Proven knowledge and expertise of ITIL processes
Co-ordinate & implement enhancement requests as well software patches & upgrades
Ability to handle communications effectively with senior stakeholders
Create and maintain necessary capability, knowledge and skills personally and within BTC production support world
Define and Champion the use of Standards, Procedures and Best Practice

Production Support Analyst Resume Examples & Samples

Development and maintenance of the infrastructure, databases and productivity tools
Supporting the build, testing and release management of the pricing libraries
Developing and supporting batch processes and databases used for Relative Value analysis
Work on Regulatory and Governance based projects across a range of the asset classes
Thorough and detailed approach to accuracy are essential
Ability to follow procedures and operate within strict guidelines
Previous experience using of JIRA, Subversion, Confluence, Fisheye/Crucible and TeamCity
Knowledge of Sybase/Oracle/Mongo databases,
Proven track record of writing stored procedures and understanding of SQL
Good command of scripting using Perl, Python and VBA
Familiarity of Windows and Linux administration

Pre-production Support Analyst Resume Examples & Samples

Consistent demonstration of being an end-to-end solutions provider with the primary focus of service delivery planning & execution needs for integrated application platforms
Manage service delivery governance to support core application development teams in their efforts to progress technology deliverables through the SDLC lifecycle; with the initial focus on middleware web services related platforms
Manage environment support functions for application platforms across pre-production environments; with the initial focus on middleware web services related platforms
Establish and manage application health checks in the pre-production environments to ensure efficient progress through the SDLC cycles for technology deliverables; including development of automated solutions (ie. via scripting, using toolsets, etc) to minimize manual intensive tasks
Manage test oversight for application enhancements, including being a key driver for issues resolution management
Partner across core application development as well as core infrastructure support teams to balance the scope of technology deliverables across infrastructure and application delivery
Working with multiple dependent teams and influencing peers at all levels of the organization without direct managerial responsibility
At least 5 years of strong service delivery and/or release governance skills within the distributed applications space
At least 5 years of technical/development experience with relevant technologies such as Javascripting, Java/J2EE, Jquery, JSON, XML, PHP, Perl/shell scripting, Python, Web Development, Web Services, and database technologies
At least 5 years of technical administration and configuration management analysis experience with relevant technologies such as IBM WebSphere Application Server, administration of code deployment/management with familiarity of toolsets/practices such as Subversion, Jenkins, general application-specific configuration management and usage of toolsets such as SOAP UI to manage test health checks
Strong technology risk management and impact analysis practices, and with a focus to “connect-the-dots” with cross-impact analysis needs across multiple components of enterprise-level application platforms
Strong SDLC experience at both, technical and governance levels
Strong application environment setup/troubleshooting experience (technical as well as governance levels); Strong analytical/problem solving skills
Proficient in application, data, and infrastructure architecture disciplines. Strong general technology background in the distributed applications space (i.e. core server infrastructure, databases, middleware web services, etc.)
Strong communications skills at all levels of a technology organization, including ability to manage and coordinate with a variety of cross-functional team members (i.e. project managers, application developers, infrastructure support teams, QA resources, etc.)

Production Support Analyst Resume Examples & Samples

Provide 1st and 2nd line support for various clients, both internal and external, across a suite of systems/flows
Practice a follow-the-sun support model and assist with inter-region knowledge sharing and acquisition
Work closely with front, middle and back office teams in supporting trading and booking flows
Provide assistance when reconciling above flows across all available sources
Assist with training internal and external clients on our suite of applications, along with solutions to client�s demands or issues that may arise. These communications will be via phone, face to face, e-mails and otherwise
Monitor trading and booking flows to proactively identify and fix/escalate issues
Support and assist in post-change/disaster recovery testing over weekends and evenings, where appropriate
Facilitation of Compliance, Internal Audit and/or Operational Risk investigations and requests
DR / BCP management
Ability to deal confidently and effectively with clients
Understanding / learning all aspects of the business
Strong problem-solving skills and a well-developed sense of ownership
Self-assured � capable of working in a pressurised, client-facing environment, with stakeholders (e.g. traders) at a range of levels
Experience of working individually and as part of a team, both regionally and globally
Experience of Horizon is particularly desirable
Experience of working with both Unix and Windows operating systems
Experience of working with databases, including Sybase, UDB and MySQL � SQL knowledge/experience is of particular importance
Release-management experience � managing software releases from the planning through to implementation and verification stages
Prior experience of application support in a banking environment is preferable
Knowledge and experience of using FIX for message flows is preferred
Knowledge and experience of convertible bonds would be advantageous

Production Support Analyst Resume Examples & Samples

Take leadership role in trouble shooting day to day applications issues
Communicate with business partners and senior management on production incidents
Drive the effort on production service improvements by leading proactive system monitoring, providing feedbacks to application development team for system enhancements
Work with a global team of production support members to optimize the applications stability
Lead Disaster Recovery planning and execution efforts for all the supported applications
Bachelor’s degree in computer science or related fields
Minimum 5 years combined experience in a Technology organization
Strong technical skills in Relational Database, UNIX, Web/Application servers
Strong Analytical and Troubleshooting skills

Unix SQL-production Support Analyst Resume Examples & Samples

Application Monitoring
Production Metrics
Remediation of Information Risk Gaps within applications
Business Continuity Testing
Minor reporting and bug fixes
8+ years of work experience as a Technical Analyst
8+ years of work experience in a relational database environment (SYBASE and ORACLE)
8+years of working experience in UNIX and Wintel
5+ years of work experience with systems design and project management methodologies
Familiarity with outsourcing operating models and working with geographically dispersed teams

Unix SQL Production Support Analyst Resume Examples & Samples

Partner and manage relationships with GFO, CSI, GTI and other RFT verticals along with external service provider such as TCS, Accenture, etc. for effective support, solution and delivery of SLAs
Help maintain forecast, metrics, demand and capacity to support future and existing enhancements
Position will help with the responsibility of driving the core activities that will improve the overall delivery of operations and support capabilities for the JPMC Business partners
This role requires being part of weekend rotation
Three plus years of experience in support of operational environments that execute on a daily basis (i.e., daily refresh at minimum); with knowledge and / or understanding of ITIL methodology and effective operations governance methods and processes
2-3+ years of UNIX experience
2-3+ years SQL experience
Basic knowledge of workload automation tools such as Control-M or Autosys
Exposure to providing support to SAP Business Intelligence applications, Oracle or Sybase applications. Preferred - Solid understanding in key aspects of constructing, delivering, and supporting business Intelligence, data warehouses, data mart systems, and core enterprise applications
Possess fantastic trouble-shooting skills, are driven to help internal/external customers and have the ability to dive deep into a new product to learn it inside and out

Senior Production Support Analyst Resume Examples & Samples

Primarily responsible for analyzing and investigating production incidents
Ability to create defects when an issue needs development to resolve
Application systems analysis and database-related activities
Involvement for all activities related to the applications systems; including release implementation, change management, defect and release testing, continuity of business, among others
Minimum of 8 years of experience in IT
Minimum of 3-4 years of experience supporting a Java-based system, including investigating Java log files to identify issues/exceptions
Minimum of 2-3 years of experience working with Oracle databases, including ability to create queries and investigate issues
Analytical, quick learner and detail-oriented
Experience in producing clear and concise documentations pertaining to the applications supported
Availability to support applications during off hour periods when required
Financial industry experience an asset
Chordiant framework experience an asset
Java programming experience a strong asset
Creative thinker. Meets challenges with resourcefulness - develops innovative approaches and ideas
Demonstrates quality through accuracy and thoroughness
Professional attitude, works well under pressure and in a team, follows through on commitment
Team player attitude along with a passion for mentoring peers
Ability to motivate and maintain effective working relationships with staff and partners
Sense of urgency and ownership
Flexibility and ‘can do’ attitude are critical
Self-motivated and competitive with strong interpersonal skills

Production Support Analyst Resume Examples & Samples

Participate in and manage incident management calls to ensure all incidents are resolved as quickly as possible and business impact is minimized
Participate in and manage problem management calls to ensure all root causes are identified and any open risks are mitigated
Identify team bottlenecks (obstacles), taking appropriate actions to eliminate and document them
Identify gaps in monitoring and smoke checks, providing solutions to improve overall application stability
Maintain a strong relationship with key business stakeholders
Maintain a good relationship with other technology teams within the bank as well as external vendor teams
Minimum 2 years production service experience in the financial industry involving eTrading applications. Overall experience of ~4 years + is preferred
Exposure to the trade life cycle of financial products is essential, foreign exchange preferred
FIX experience is essential
Technical background in UNIX, SQL and Oracle (not necessarily all of them) is required
Exposure to JMS/LBM/KDB beneficial
Monitoring experience with Geneos or another industry wide monitoring tool
Ability to work in a fast paced environment and perform well under pressure
Ability to work in a diverse global team
Exposure to ITIL procedures, preferably qualified at a foundation level or above

Myriad Production Support Analyst Resume Examples & Samples

Ensure completeness and accuracy of credit risk data in the Global Credit Risk system of the Investment bank including: trade information, positions, collateral and potential exposure calculations through variety of feeds from front/back office divisions. Develop feed specifications for new products scoped to be included in credit risk system
Design solutions to feed the exposure/trades/position data into Credit Risk System from other data sources
Document the functional specification and ensure that all feed changes are documented
Liaise with respective IT team to get the change implemented and tested
Liaise with CRM and Methodology to get the project requirements
Ensure timely resolution of issues raised by credit officers related to product flows / trade bookings & exposure calculations

Production Support Analyst Resume Examples & Samples

Performing data analysis and producing regular reports
Experience of data analysis and producing reports
BSc / MSc in Mathematics, Physics, Engineering or Computer Science

Unix SQL Production Support Analyst Resume Examples & Samples

Be multi disciplined and open-minded to acquire all the skills needed to support the application technologies
Work with upstream and downstream partners in making sure breaches or potential incidents and resolved/avoided
*Ability to support a rotating on call second shift support model***
College degree in related technical or business area, specialized training and / or equivalent work experience and strongly self-motivated and capable of learning new skills
3 years of experience in support of operational environments that execute on a daily basis (i.e., daily refresh at minimum); with knowledge and / or understanding of effective operations governance methods and processes
Experience with client / server architecture and deployment of desktop and server solutions to a geographically decentralized user group
Skilled in SQL
Knowledge of Apache, Tomcat, Ant, Maven, Jenkins
Knowledge in developing ETL scripts or tools is an added advantage
Advanced working knowledge of table driven, customizable, database driven applications, charting and pivot tables
Experience with MS Excel / MS Access / VBA coding
Experience in Linux or Unix systems
Experience with Sybase and ClearCase
Solid understanding of MS Office suite, including PowerPoint
Experience with SharePoint client or server side webpart development

Production Support Analyst Resume Examples & Samples

Provide application support by handling and consulting on BAU JIRAs/emails/alerts for the respective applications
Build and maintain effective and productive relationships with the stakeholders in business, development, infrastructure and third party systems / data providers
Manage incidents through to resolution keeping all stakeholders abreast of the situation and working to minimize impact wherever possible
Facilitate coordination during incidents and key market and holiday events
Collaborate and deliver on GPF initiatives and install these initiatives within the stream to drive stability in the environment
Assist in the process to approve all new releases and production configuration changes; ensure development includes all necessary documentation for each change and conduct post-release testing where required
Regularly review and analyze the service requests and issues that are raised; seek to improve the process and remove reoccurring tasks where possible
Manage relationship with clearing vendor team, ensuring the work they are doing is optimized
Preferred: Educated to degree level
Preferred: ITIL or equivalent accreditation
Technical proficiency navigating UNIX servers, running basic UNIX commands and writing / debugging SQL statements and shell scripts
Preferred: Experience with the ITIL framework and areas such as incident, problem and change management
Experience of production application support
Preferred: Background in Prime Brokerage or Equities

Production Support Analyst Resume Examples & Samples

Support of the Equities, CEM and Treasury trading platform, providing Level 1 and Level 2 support to the business and stakeholders
Regular management of incidents impacting multiple desks
First point of contact for issues pertaining to trading and electronic trading
Liaise with colleagues and other teams within the CIB technology group to drive enhancements to technology
Analyse and resolve technical issues in real-time, invoking DR or relevant continuity plans where required
Database support
Global Projects involvement across Equity, Treasury and CEM desks
Production systems monitoring, Start of day (SOD) and start of week (SOW) checks
Partner with application development / owners to ensure applications are secure, available and provide data integrity
Bachelor Degree in IT, Engineering or related fields
The successful applicant is most likely to be a high achieving graduate with a solid degree in a numerate subject (e.g. mathematics, engineering, computing science) and keen to develop a career in a world class investment bank with an intimate exposure to a front office environment
Significant experience in supporting trading environments –algorithmic trading, smart order routing, low-latency trading, exchange connectivity
Good working knowledge of FIX protocol
Excellent incident management skills with an ability to operate under pressure and co-ordinate resources effectively, identifying a path to resolution
Drives best practices and identifies potential areas of improvement
MS SQL Skills (T-SQL, DTS/SSIS)
Experience in real time monitoring systems (geneos active console)

Myriad Production Support Analyst Resume Examples & Samples

Ensure completeness and accuracy of risk data in the Global Credit Risk system of the Investment bank including: trade information, positions, collateral and potential exposure calculations through variety of feeds from front/back office divisions. Develop feed specifications for new products scoped to be included in credit, market or ops risk system
Design solutions to feed the exposure/trades/position data into Risk System from other data sources
Liase with respective IT team to get the change implemented and tested
Liase with CRM/MRM/ORM and Methodology to get the project requirements
Collaborative and be prepared to engage people from other locations and units on managing business requests and initiatives
Good team player and experience in leading fairly large teams
Effective communicator, independent thinking and self-starter with hands-on and proactive approach

Production Support Analyst Resume Examples & Samples

Proficient in Microsoft Word, Excel, PowerPoint, and Access
Knowledgeable in Microsoft client and server-side technologies
High level of business acumen and quick thinking; effective decision making
Work proactively with a minimal level of supervision
Organizational skills / Problem solving / Ability to multitask
Customer management skills
Prioritize job requirements
Bachelor's degree in business, computer science, mathematics or related field preferred
Zero years of experience in programming or testing
Experience working in a student employment program or related experience
Experience working with appropriate programming languages, operating systems and software, Excel
Experience working with relational databases to facilitate programming software
Basic programming skills

Mainframe Production Support Analyst Resume Examples & Samples

Production Support (Application Services Delivery)
Technology Infrastructure Architecture and Engineering
Mainframe technology
Application Tuning
Problem Resolution
Rapid Response
Remediation of Information Risk Gaps within PB applications
Support upgrades to the mainframe by performing weekend tech checkouts
Perform Business Continuity testing
Create and contribute to technical documentation
7 + years of work experience of Mainframe application development work
7 + years of work experience with COBOL, CICS, DB2, JCL, VSAM, Ezetrieve, Changeman, Abendaid, Fileaid and other support technologies
3 + years of work experience with systems support and debugging
Knowledge of AS400 , a plus
Knowledge of Sybase, a plus
Strong interpersonal relationship and communication skills
Ability to multi-task/change focus quickly
The ability to solve problems independently
Strong verbal and written communication ability
Knowledge of Financial Services Industry

Senior Production Support Analyst Resume Examples & Samples

2nd level technical support in a server-based environment
Understand switching systems and their business impact
Independently resolve problems of moderate complexity for multiple services and applications
Make knowledgeable and responsible decisions on routine and non-routine issues
Identify, analyze for resolution, and document findings. Escalate findings to senior staff or management
Perform network / system troubleshooting and transaction research to analyze and resolve endpoint problems in both the test and production environment
Understand customer needs, business requirements, and priorities
Able to operate in complex, highly-secure, and highly-available, operations environments and interact with support groups required to maintain those environments
5+ years of work experience on a 2nd level technical support operations team. Typically requires experience in a support role for financial or information services
Proficiency with troubleshooting and resolving complex technical issues related to server-based applications
Intermediate UNIX / LINUX, Network, TCP/IP, ISO8583, and TPF processing experience
Proficiency in client-server networking
Excellent verbal, written, presentation and interpersonal skills are required

Production Support Analyst Resume Examples & Samples

Summit (Mainly)
Calypso (Secondary)
Others
Support the different applications, intraday and overnight perimeters
Provide second level support following user requests or level 1 escalation
Follow all the guidelines and procedure within Production Support (10 deadly sins…)
Improve the environment by correcting failures, automating and optimizing
Respond to potential problems by following the technical bibles, in order to ensure the best quality of service at all times
Enrich monitoring tools recommended by the Group. (Geneos)
Contribute to the technical bibles for each application
Implement changes after considering their impact and thinking of the best way to deliver them
Track incidents by using a global logging system, and own these incidents until closed
Assist developers with their queries
3 – 5 years experience supporting a risk/pnl system
You worked on Summit or Calypso
You are at ease talking to FO, MO, BO users
You don’t need documentation to create an sql query
You are a multi tasker and you can work under great pressure
You can stand in front of developers to act as the door keeper of production
You are familiar with BMC ControlM
Other Fixed Income application knowledge is a plus

Production Support Analyst Resume Examples & Samples

Codes, tests, debugs, implements, and documents basic programs. Assists in the modification of company products and/or customer/internal systems to meet the needs of the client and/or end-user
Assists in the research and analysis of existing systems and program requirements; assists in preparing documentation to change existing programs. Performs data analysis to support internal and external project needs
Designs basic programs for projects or enhancements to existing programs
Writes specifications for programs of low to moderate complexity
Assists in resolving routine production support problems
Assists in the completion of unit testing by preparing test data, running tests and evaluating results. Develops screen tests and debugging problems. Develops test plans to verify logic of new or modified programs
Creates basic documentation in work assignments such as program code
Conducts routine quality assurance activities such as peer reviews

Production Support Analyst Resume Examples & Samples

5+ years of Application Development work experience throughout the entire project lifecycle
5+ years Application Production Support
Experience with log analysis and monitoring tools such as SPLUNK, DynaTrace, Opnet
Knowledge of queue technologies, such as MQ/JMS
Strong XML technology experience (XSD, XPath, XQuery, XSLT, etc.)
Capable to execute and deliver on a multitude of concurrent initiatives in a dynamic environment – Strategic, Tactical, and BAU/Risk/Production
Expert Communication Skills at all personnel levels; especially senior stakeholders across business, technology, and infrastructure teams

Specialist Application Production Support Analyst Resume Examples & Samples

Coordinate production support incident response with vendor technology and bank technology and operations services teams
Responsible for defining and Implementing enhanced controls and standards for change management, incident and problem management
Perform and manage change, incident and problem processes, working closely with a variety of bank technology and business groups
Evaluate submitted root cause analysis and identify improvements, follow-up with vendors to prevent incidents, improve application stability and availability
Establish metrics for monitoring system health and integration with Digital Pulse
Work with Application manager and bank TPMs (Technology Project Managers) to coordinate with FIS/SG activities and information sharing across projects
Coordinate testing across business groups and vendors on implementation of these projects
Performs Disaster Recovery planning and testing, coordinating with other bank areas
Manages and oversees end to end project management activities such as project reporting, project planning, issue / risk identification and tracking, scope management, estimation, client management, relationship management and other project documentation preparation for projects of medium business complexity (involving multiple systems interfaces that are highly visible to the organization)
Contributes to vendor and client relations to ensure that service expectations are developed and met
Maintains regular contact with internal clients and reports on project progress and accomplishments
Serves as a liaison between clients and internal technical groups to ensure delivery of projects on time, within budget, and to specification

Core Components & Architecture Production Support Analyst Resume Examples & Samples

24x6 monitoring of batch jobs for various applications in Operations Technology
Troubleshoot environment, data control and operational issues
Automate and streamline process using scripts, scheduling and automation tools
Liaise with other application support teams and internal/external business and technical partners
Provide ad hoc and on-demand reports
Lead problem resolution and conduct root cause analysis and establish processes that will help incident prevention
Participates in the Incident and Problem Management processes as a resolver accountable for root cause analysis,
The candidate must have 5+ years of hands-on Production Support experience
Strong Oracle skills (SQL/PL-SQL) and Unix skills
Experience with Informatica ETL, Control M is required
Ability to multi-task and effectively prioritize in a highly dynamic work environment
Nice to haves - Shell Script, Perl, VBA, Java, Business Objects, SOAP, Experience in Financial Services

ETL Production Support Analyst Resume Examples & Samples

You will be responsible for on-call support of the daily and other scheduled ETL Processes executed 24x7 using Informatica ETL tool & Cisco Tidal job scheduler
Assist in application performance optimization by working with developers, DBAs, End users and system support personnel
Manage and support technical changes being implemented into the environment
Maintain Ericsson standards for application and workflows implementations and service
Increase application reliability and availability through process improvement
Helpdesk tickets resolution and communication to End users
A college or university degree in Computer Science or related experience
3-5 years’ experience with Informatica (v.9 desired)
3-5 years’ experience with Oracle (v.12g preferred)
3-5 years’ experience with Enterprise-class Workload Automation tool. Cisco Tidal preferred
Advanced workflow job process design and management
Knowledge of Methodologies and Processes
Must be self-motivated and able to work both independently and with others
ITIL Foundation certification desired

Gim-global Operations Production Support Analyst Resume Examples & Samples

24x5 monitoring of batch jobs for various applications in Operations Technology
Participates in the Incident and Problem Management processes as a resolver accountable for root cause analysis,
The candidate must have 8+ years of hands-on Production Support experience
Experience with Informatica ETL, Control M/Autosys preferred
End-to-end owner on resolving of issues
Nice to haves - Shell Script, Perl, Java, Business Objects, Experience in Financial Services, Knowledge of one

Developer / Production Support Analyst Resume Examples & Samples

Developing a comprehensive understanding of the core functionality offered including the migration, integration and scheduling tools
Working with business and system analyst(s) in defining the business requirements, determining scope, estimating the effort, and determining duration
Translating business requirements and functional designs into a technical design documents
Developing and managing application code, user interface, and third-party integration components for the core product offering Workbrain delivered and Java tools
Conducting unit and system testing and adhere to predefined quality assurance standards
Maintaining consistent delivery of Workforce EmpCenter and other supported applications throughout the product suite by adherence to rigorous code development standards and the architecture framework, and by following the requirements of the project management methodology for project participation (providing timely, regular updates, etc.)
Troubleshooting issues as part of a global virtual team providing 24x7 production support
Provide subject matter expertise to client, client team, shared services, and supporting services
3+ years of production support experience
Hands on Server side JavaScript experience
SQL/ PL-SQL experience
Strong team player with excellent written and verbal communication and relation management skills
Experience in analysis, documentation and functional testing
Ability to communicate technical problems to a non-technical audience and HA leadership team is highly desirable
Time and Attendance domain experience including implementation and configuration of Time and Attendance systems. Preference is experience with Workforce EmpCenter Software, but other applicable experience (Kronos, Workbrain, etc.) acceptable
Business Object BI Reporting (Workforce Performance) development experience
HRIS Application Support experience
Hands-on Workforce EmpCenter v 8.x and 9.x Time and Attendance configuration and development experience
Support/configuration of time clock readers (Virtual/Physical)
Experience with WebSphere/Tomcat preferred
Experience with iterative or agile software development methodologies

Production Support Analyst Resume Examples & Samples

Investigate and Diagnose technical problems for Client applications and Aon hosted interfaces
Verify ongoing updates to the UPoint Portal and Employee Central HR system
Support Disaster Recovery and Monthly Maintenance window process for the client team
Responsible for translating business needs into formal and clearly. documented business requirements so that they can be used as input for system design
Act as a subject matter expert for the service and provide guidance to resolve detailed system-related issues
Analyze, identify root cause and solution data or system related defects
Take a strong lead in working the client teams on areas of improvement and develop solutions
Develop and coordinate application enhancements and bug fixes with offshore developers and testing resources
Develop and manage application code, user interface, and third-party integration components
3+ years in a Application/Interface debugging and troubleshooting role
Experience with JavaScript
In-depth SQL skills
Experience with other software development disciplines (e.g., testing, development) for Web-based applications and batch interfaces
Self-starter with ability to operate under minimum supervision from Development and Production Support Leads
Strong team player with excellent written and verbal communication
Ability to communicate technical problems to a non-technical audience
Strong analytical skills in troubleshooting issues as part of a global virtual team providing 24x7 production support
Knowledge of SQL performance tuning
Liferay experience
Oracle experience
Experience in interacting with infrastructure support resources during joint troubleshooting sessions
Experience working with HRIS - employee facing/driven systems (that is a BIG plus)

Production Support Analyst Resume Examples & Samples

Technical expertise on multiple application platforms is a plus
Ensure timely Monitoring and Resolving of problem tickets
Ability to learn and apply new technologies quickly. Eagerness to learn new things
Strong focus on continual service improvement. Continually analyze incoming requests and determine potential efficiencies
Providing transparency to users on issue status on a daily basis
Liaising with other operate teams and the application development teams in order to resolve issues being reported
Extract metrics analysis using data from ticket tracking system and review trends being encountered in the environment
Train on and understand changes being implemented across Market and Credit Risk application suite
Contribute to centrally stored documentation on new issue resolution steps
Analyze, configure, and execute impact runs using Monte Carlo simulation methods. Manage distributed computing farms to deliver results requested
Must have 5 – 8 years experience in a product Support environment
Strong interest in client interaction and possess outstanding verbal and written communication skills
Must be able to work well under pressure on teams in a demanding environment
Good working knowledge of customer support principles
Knowledge of UNIX/Solaris and basic administration skills
Knowledge of Database - Oracle/Sybase
Good understanding of the infrastructure and basic tuning/troubleshooting skills
Strong use of SQL is a must, Data and database investigation is frequently required
Good knowledge of investment banking and risk management practices. Understanding of credit and market risk assessment a plus
Strong verbal and written communication skills and sense of urgency, accountability, and ownership

Production Support Analyst Resume Examples & Samples

To work as strong team player in Incident management, user communication, release management, crisis management
Application knowledge of compliance and regulatory applications like Actimize, Blue Sheet, LOPR and mail Surveillance
Unix/Linux skills including Shell/Perl scripting is required
Database � SQL/Sybase/Oracle is required
Basic knowledge of programming languages � JAVA
Knowledge of trade booking/settlements systems is a plus

Application Production Support Analyst Resume Examples & Samples

APS support for the Broadridge Impact, NYBOSS and MBSE applications
Settlements domain technical knowledge needed to help in resolving Application Production Support (APS) Issues
Define, track, and resolve production incidents working directly with APS team, Impact users, internal and external help desks (including Broadridge help desk)
Diagnose and troubleshoot Broadridge Impact application and NYBOSS developed intra-day and overnight batch processing issues
Support various internal and external interfaces to Impact and NYBOSS
Support Technical and Business Analysts in defining application production issues
Participate in technical analysis, requirements gathering, and user acceptance testing (UAT) for changes impacting APS domain
Participate in Disaster Recovery testing (DR) involving weekend and evening hours
Provide on-call support for overnight batch processing (1 week in 5)
Support changes to the production environments, often involving weekend and evening hours
Diagnose and troubleshoot Broadridge Impact application and internally developed intra-day and overnight batch processing issues
Work with development team and vendors to implement fixes and software upgrades to the application platforms
Support various internal and external interfaces to Fixed Income clearance and settlement system
Direct contribution to BNP Paribas operational permanent control framework
Previous experience in an application support environment
Knowledge of Back Office Settlement systems (settlements, confirmations, accounting etc) and operational procedures is a plus
Experience with Showcase query product is a plus
Knowledge of Broadridge ICI/Impact data model is a plus
Basic knowledge of UNIX is a plus
Use of industry standard tools (Service Now/ITSM, Jira) is a plus

Oracle BRM Production Support Analyst Resume Examples & Samples

This role will be performing Tier 2 support for the Oracle BRM Suite as well as the ITIL process
Experience in Oracle BRM – ‘Oracle Billing and Revenue Management Application&#8217
4-6 years (BRM Implementation Experience – Technical)
Exposure working on ETL / API’s / Reporting skills and working on large volumes of data
Strong technical leader able to drive response teams in addressing high severity incidents to resolution following established processes
BRM Implementation Experience – Technical
Experience in Business Process Consulting, problem definition, Architecture/Design/Detailing of Processes
Good understanding and experience in technical areas such as C, C++.Java, Unix, Weblogic, ESB, SOA,
Experience with Oracle RDBMS
Experience with real-time and batch rating
Hands on experience in developing batch processes, algorithms, Zones, UIs
Exposure working on ETL / API’s / Reporting skills and working on large volumes of data
BA/BS degree in Computer Science or Business, or equivalent professional education/experience
4+ years’ experience in gathering and writing detailed business/functional requirements and test scenarios based upon customer needs
SQL, relational database query tools desired
Knowledge of the software development life cycle
Exposure to a formal Project Management methodology
Issues identification and resolution
Ability to collaborate with internal and external teams
Excellent communication skills; verbal, written, presentation
Detail oriented with excellent time management and organizational skills to meet critical deadlines
Ability to effectively communicate with coworkers, peers, and management through written and verbal communication
Ability to communicate with customers, internal departments, and other outside parties in a professional manner
Ability to communicate effectively with business analysts, developers, and quality assurance staff in the resolution of technical problems

Production Support Analyst Resume Examples & Samples

As a member of a team, conduct software component installation and monitoring within a 24/7 Production Environment
Analyst and recommend requirements and improvements of current application and systems platforms
Maintain and create documentation via an internal Wiki which details aspects of the NetSpend processing environment
Follow strict procedural information to affect Application and OS patching
Participate in 1st level 7x24x365 support for mission-critical server systems; there will be a need to periodically carry an on-call pager within an 8-week rotation (1 week on, 7 weeks off)
Familiarity with working within an Enterprise level of Linux and Windows
Must be detail oriented and able to maintain quality during procedural activities
Ability to adhere to NetSpend procedures for data handling
Able to effectively navigate and effect change within a Unix shell environment
Ability to execute pre-existing SQL scripts to query and modify data within a database preferred
Must possess basic conceptual understanding of processing and health checking within a Linux or Windows operations system environment
Ability to follow precise instructions to affect systems changes and/or testing
Willingness to learn and improve upon current procedural operations

Infrastructure Ops & Production Support Analyst Resume Examples & Samples

Monitors and supports multiple technology domains/platforms through the use of monitoring tools and applications
Identifies, diagnoses and resolves system alerts and time sensitive events that could impact system availability leveraging an escalation path when appropriate
Addresses work requests in accordance with established service level commitments
Adjusts workloads of the operating environment to provide optimum resources to applications, system jobs and testing
Responds to system failures and works with support or vendor teams to minimize business impact
Writes and maintains documentation for the IOPS organization
Trains and mentors staff and IT project teams providing guidance and consultation as required
Administers systems by actively managing patching, routine maintenance and backups to include the scheduling and execution of related tasks
Participates in all meetings related to change, incident or problem management
Identifies performance issues and trends impacting system availability or expected behavior and work to incorporate them into the problem management process
Identifies opportunities for improvement and participate in projects to enhance the operation
Undergraduate degree in a related field or the equivalent combination of training and experience
Three years general business experience, including one year LAN Administrator or Tier II experience in technical specialty
Good analysis and problem solving skills
Working knowledge of the following practices and concepts: Service level agreements, technical standards and deliverables, event triage and troubleshooting techniques, log files, network protocols
Working knowledge of multiple IT platforms: AS/400, IBM mainframe, distributed systems, OS/390
Working knowledge of current versions of the following products: Microsoft Office Suite, Visio

Production Support Analyst Resume Examples & Samples

Monitor Production Support Service Request queue for submissions in scope of incident management team
Strong written and verbal skills communication skills
Ability to write non-technical and technical Root Cause Analysis documents
Excellent customer service skills
Excellent Ability to prioritize work load and consistently meet deadlines
Knowledge of ITIL foundation
Ability to work in fast-paced environment

Production Support Analyst Resume Examples & Samples

Responsible for the maintenance and administration of application and server resources. Provide analysis, evaluation and support of the environment operation, which includes monitoring systems, resources, applications and users to ensure maximum system availability
Provide both order-of-magnitude and detailed estimates for software development activities and artifacts. Develop and refine estimating models based on previous project actuals and trends to improve accuracy of estimates
Perform troubleshooting and debugging of Information Technology systems and products to improve performance of products. Partner with business partners and develop teams to identify and implement process to provide technical operations and testing of applications
Follow good documentation practices, including producing and managing formal artifacts as well as writing clean, readable standards-compliant code and unit tests. Serve as primary or backup contact to define non-functional specifications and contribute/drive to application/system design for supportability, maintainability and reliability aspects
Function as the support analyst – troubleshoots, debugs and isolates root-cause problems in production for assigned products to ensure application developers and testing teams are efficiently and effectively supported. Understand user issues, identify and drive to resolution, communicate continuously and clearly
Supervise project teams in a matrix environment. Monitor milestone and project status. Partner with internal and external consultants
Bachelor’s Degree in Computer Science, Information Systems or equivalent work experience in similar work environment
Minimum 5+ years of IT work experience focused in production support
5 years of experience (minimum) as a database administrator with DB2 UDB LUW Data Warehouse Enterprise Edition within an AIX operating environment
Demonstrated knowledge of design, implementation, and management of Oracle 8i and 9i, and supporting external customers with the following technologies: IBM Mainframe, MQ Series, Vitria Businessware, Sun/Solaris, Oracle, DB2. Provide server administration support for Microsoft Windows 2000, 2003, Microsoft Active Directory and Microsoft Exchange 2003, 2007
Experience as a team member on project teams in a cross functional environment
Strong team-oriented interpersonal and communication skills to cultivate positive working relationships
Demonstrated professional written, verbal and listening communications skills
Ability to communicate effectively with Plan management at all levels of the organization
Demonstrated experience within a customer-focused environment
Understands company goals and practices and applies them when resolving a variety of problems

Clinical Data Production Support Analyst Resume Examples & Samples

Gather and analyze data in support of business requests, proposed projects, and system requirements
Support, research, troubleshoot and serve as resource/SME for questions from stakeholders and data users
Identify and analyze applicable source data (e.g. internal/external data feeds, systems, database, “sources of truth”)
Identify, develop and document testing strategies and success factors
Analyze data gathered and design potential solutions for integration
Collaborate with business partners to ensure data standardization (e.g., enterprise standards)
Identify, collect and communicate information on issues related to the system, reports, or procedures, and manage resolution to the issues
Check quality of program, reports, and findings before delivery
Support, recommend and document testing strategies and success factors for testing
Contribute with identifying and investigating new data warehousing strategies to meet emerging business needs
Contribute with reviews, analysis and creation of project estimates, timelines, dependencies and deliverables to ensure achievement of project goals
Support end user tool deployment, provisioning of data, and end users access setup and maintenance
Ensure compliance with enterprise Information Management standards and processes (e.g., data release governance, security, archiving, data quality, etc.) and provide feedback as appropriate
Work with minimal guidance; seek guidance on only the most complex tasks
1 + year of professional experience with SSIS
1 + year of professional experience integrating data from large relational databases and data warehouses
1+ year of professional experience writing advanced programming in SQL and Visual Studio (C#, ASP.NET)
Professional experience researching and troubleshooting data issues (Preferably Clinical Data)
Professional experience determining root cause for data issues including tie back to data source
UnitedHealth Group or subsidiary work experience
Understanding healthcare insurance industry (preferably clinical)
Professional experience researching and troubleshooting Clinical Data issues
Professional experience with SSRS
Production Operations experience
Quality Assurance and Testing experience
Knowledge of Health Practices (Non-ACOs and ACOs) Population Health Management methods
Knowledge of UHG claim data across (E&I, M&R and C&S)
Working knowledge of any of the following internal systems: ICUE, UGAP/UDW, Galaxy, CareOne, V360, Fin360, NDB, CDB, TOPS, COSMOS, CSP Facets, or Linx

eFX Production Support Analyst Resume Examples & Samples

This role involves extensive face-to-face, telephone and email interaction with the business (External users, Traders and Salespeople) and business support staff, i.e. Business Management, Middle Office, Back Office and Compliance etc
Interaction with various application development teams to ensure proper delivery of new applications, upgradeseleases and to maintain a high-level of on-going support for all production applications
Ability to apply problem solving skills prior to escalation to another team
Minimum 3 years� experience in trade floor Production Support
Able to navigate in UNIX and Windows proficently, reading and understanding the UNIX file system
A good understanding ITIL practices
Able to handle a fast paced trading environment

Mainframe Production Support Analyst Resume Examples & Samples

This is a position for a Production Support mainframe analyst to perform the following
Maintain a strategic portfolio of FST applications including FST-MPA, FST-FVA, FST-MCA
Proactively monitor application performance and research root causes of performance deviations
Perform analysis on customer requests and maintain proper communication with the customers
Manage strict client security/controls requirements for sensitive/confidential financial data across portfolio: includes support of ACR, SCRP and MCRP input to business as necessary
Strong knowledge of Unix and Mainframe technologies
Experience in Customer Support operations - customer satisfaction is a primary focus
Ability to translate technical details into business-like language combined with good written and verbal communications skills
Adaptive to a flexible work schedule
4+ Year experience in working with applications on the distributed platforms
Knowledge of most common Unix commands, familiarity with REXX and FTP
Understanding of client Security and Control policies

Lead Mainframe Production Support Analyst Resume Examples & Samples

This is a position for a Production Support lead to perform the following
Lead a global team of 6-8 people while maintain a strategic portfolio of FST applications including FST-MPA, FST-FVA, FST-MCA
Ensure that availability, integrity, and confidentiality of the existing production applications meet customer expectations and are in within the established CSF and CTQ metrics
Resolve incidents, manage changes and monitor change implementation in Production environment
Collaborate closely with Operations Support staff and Applications SMEs to work through the technical aspects of the application support activities
Strong knowledge of Oracle, Unix and ETL technologies
Working knowledge of client Security and Controls policies and practices
Experience using the client’s design and development processes, standards and tools
Strong depth of technical capabilities across various operating systems, development languages/tools and infrastructures
Ability to understand Business processes and work with a variety of business partners at various levels of management
Perform at an extremely high level of technical competence and maturity
Team-oriented and highly motivated
4+ year experience with IBM TSO-ISPF and JCL, COBOL, IBM utilities such as SYNCSORT and IEBGENER
Basic familiarity with DB2 and IMS
Prior work with the FST suite of applications
Understanding of Ford Security and Control policies Candidate will learn support processes across a global finance and accounting application with distributed computing and relational databases

Production Support Analyst Resume Examples & Samples

Experience in computer operations
Strong attention to detail and routine tasks and checklists is essential
Experience with FTP and secure FTP
Expertise in creating and running batch files and basic SQL scripts
Experience with SQL Server 2005/2008 or other RDBMS preferred

CP Teamcenter Lead Production Support Analyst Resume Examples & Samples

Apply Incident Management and Problem Management ITSM processes (includes development team and vendor participation) using the corporate tool (Service Desk), and implement required changes for its efficient usage
Drive improvements to core C3P product and emerging Problem Management process via metrics, analysis, and collaboration with other teams
Apply and develop Project Management skills Interface Globally to resolve operational problems, interacting with business, BIT, development, application support, vendors , infrastructure, server hosting, database and storage teams
Acquire a detailed knowledge of C3P tools and processes and their application within Product Development
5+ years’ experience in IT/Product Life Cycle Management
Master’s Degree in Engineering
Strong background in TeamCenter
Understanding of ITIL/ITMS principles
Innovative analytical problem solving abilities
Strong personal interaction capabilities
Team Leadership experience/potential
Experience/Familiarity with Product Development / Manufacturing concepts and processes
2+ years’ experience working with Ford Motor Company

Senior Production Support Analyst Resume Examples & Samples

Manage, support and maintain production support and services of various applications and different infrastructure environment with minimal guidance
Monitor alerts, server health, application services and ensure 24x7 availability of the production environment
Perform Problem determination, coordinate with various teams and raise incident for all issues, analyze root cause and assist in efficient resolution of all production issues
Act as technical lead for all Medium, High and Very High complexity projects. Coordinate for releases, failover testing, patching activities etc
Provide operational requirements to the project team for process, business and capacity needs
Identify the operational process gaps upfront as part of the design and development of the projects and provide Preventive solutions
Leads and coordinates activities of application support and design development requirements and process documentation
Build and execute short / long-term roadmaps and get business buy-in. Migrating and modernizing legacy application environments to updated platforms
Conducts systems analysis of organizational needs and goals for the support and implementation of applications
Perform application optimization by working with developers, customers and system support personnel. Increase; application reliability and availability through process improvement
Identify possible integration constraints in relation to other IT systems and dependences
Provide optimization recommendations through historical analysis and forth coming projects. Extends awareness of risks associated with application development potential
Bachelor’s Degree required (technology discipline preferred) or less education combined with relevant experience
Minimum 5-6 years equivalent experience in ITIL, Operations support , product and software development
Must be familiar with Waterfall and Agile Development methodologies
Experience in managing and supporting multilayer and complex system and applications
Experience in creating and executing test cases for Integration testing
Experience in preparing Documents for methods and procedures
Knowledge of networking (TCP/IP, Firewall rules) and UNIX\WINDOWS servers and infrastructure environment. knowledge in SAN and NAS
Knowledge of VCE Vblock Systems Administration and Management – Good to have
Having a good understanding of virtualisation technologies i.e. VMware Infrastructure
Ability to work independent and to think out of box to support different technical and environmental related issues
Ability to perform multitasks within strict deadlines, knowledge of file transfer technology (Globalescape\MFT), scripting and UNIX environment
Strong knowledge in IT Service Management and ITIL best practices
Maintain Rogers standards for application and workflows; implementations and service

Application Production Support Analyst E Solution Resume Examples & Samples

Day-to-day management of production: monitoring, capacity management, problem resolution activities, change management
Responsible for efficient resolution of issues to minimize impact to clients and internal users including liaising with end users, team members, management, vendors, other internal IT teams.
Assist in the development, design and implementation of technical support systems
Perform activities related to implementation and rollout for upgrades of existing services
Work closely with development teams, business analysts, architects, all infrastructure teams to design and setup new systems, improve existing platforms (resilience, high availability, performance, low-latency...)
Coordinate and organize changes with external vendors, markets, ECNs
Plan, schedule, implement and document the change activities
Strong all-around IT background and proven experience in electronic trading markets on similar environments
Strong understanding of Microsoft operating systems and IIS application servers to be able to tune operating systems platforms for optimum performance
Basic knowledge of Linux to be able to troubleshoot operating systems
Scripting (Python, PERL, Shell, SQL....) and development skills for administration, monitoring and support tools
Good network and firewall infrastructure understanding
Good understanding on web technologies
Proven project management skills to deliver medium scale projects
Ability to analyses network captures

Production Support Analyst Resume Examples & Samples

1 Year Contract position
1 – 3 years of Franklin Templeton or equivalent Mutual Fund experience and domain knowledge with emphasis in Transfer Agency business transaction processing functions in an AS400 environment
Investment Funds Operations course - Preferred
Canadian Securities course – Preferred
Knowledge and understanding of Structured Query Language (SQL) and Business Objects Tools
Excellent organizational and time management skills to manage multiple tasks effectively in a fast placed environment with short deadlines
Good understanding of business risk analysis of Transfer Agency system supported functions
Good understanding of logic and functional driven testing concepts, methodology and quality control
Good understanding of the Software Development Life Cycle (SDLC) testing concept and Summit-D methodology used by FTI
Ability to interact effectively and professionally with internal and external business partners
Good understanding of work flow and process flow diagramming - Preferred
Good working knowledge of MS products such as Excel, Word, Access, MS Project
Fundamental knowledge of project management process - Preferred
Ability to analyze production or system problems quickly and engage correct resources to resolve them
Ability to apply or recommend solutions to business partners to resolve production issue with little direction
Ability to analyze and present statistical analysis reports and makes recommendations to improve SLA for WL requests

100

Production Support Analyst Resume Examples & Samples

Installs, maintains and supports application source code and/or its components
Detects, diagnoses, and reports related problems
Analyzes and resolves incidents, problems, or known errors related to failures in application and supporting software components
Provides technical assistance to programming staff in the analysis of application software aborts and performance issues
Creates and maintains complete documentation relative to supporting all applications
Follows escalated procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner
Provides internal communications related to incidents, problems or known errors
Supports application specific disaster recovery activities, including development and maintenance of documentation
Conducts production support validations
Provides standardized operational reporting metrics
Monitors and maintains system availability, capacity and performance for products based on defined service levels
Maintains and ensures audit items are accounted for (SOC1 & SOX)
Participates in change management reviews, confirmation of changes implemented and validate associated documentation
Associate’s degree or Bachelor’s degree or the equivalent combination of education, training or work experience
2+ years of experience in a Production Technical support role or any Technical Support experience
Experience with researching technical issues and following up
Communicates ideas both verbally and in written form in a clear, concise and professional manner to all appropriate audiences including executive level
Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems
Ability to demonstrate interpersonal and team building skills and manage conflict
Ability to analyze and solve problems using learned techniques and tools including escalation practices
Skilled use of Microsoft Office package and related software applications is required
General business skills, industry knowledge and planning skills
Strong analytical, statistical and problem solving skills
Knowledge of software development lifecycle (SDLC) methodologies and integrated controls

101

Production Support Analyst Resume Examples & Samples

Basic knowledge of ITIL framework - Incident Management, Change Management and problem management
Provide production and non-production environment support for Business functions Applications. Responsibility to ensure stability, continuity and availability of the application, in addition to providing rapid response to incidents and escalated user queries
Provides monitoring of the environment, managing and tracking incidents and escalations
Communication and Reporting: Provide regular updates to key stakeholders and all levels. Participate in publishing Weekly, Monthly, Quarterly and Yearly Reports
Partner closely with Application Development, Testing team and upstream consumers and other L2/L3 teams
Troubleshoot and resolve user/helpdesk queries as per defined SLA
Identify proactive remedial strategies to prevent future system problems and to improve the quality of delivered systems
Basic understanding of Incident/Problem/Change and Release disciplines
Excellent team work
Production of high quality documentation
Good understanding of the internal and external environments required to deliver the IT solutions
Strong and proven results in Incident Management and other ITIL disciplines
Working knowledge of exchange traded derivatives and cleared OTC derivatives business processes
2-4 years’ experience (Banking industry preferred) in IT industry

102

Production Support Analyst Resume Examples & Samples

Sound knowledge of ITIL framework - Incident Management, Change Management and problem management
Proven results in Incident/Problem/Change and Release disciplines
3-5 years’ experience (Banking industry preferred) in IT industry

103

Production Support Analyst Resume Examples & Samples

Takes accountability for ownership and execution of all application related activities related to the day to day operations of the Banks production applications related to the individual Product area
Provide Shift summary detailing Incidents, pending actions , user queries, changes, SLA breaches
Ownership and prioritization of individual Incidents and ensuring the delivery of solutions in line with the Operational Level Agreements to deadlines and quality standards
Coaches inexperienced team members and provide support and direction to assist with career progression
Manage and own the successful handover of change into the support environment
Hands-on and should be able to work independently and if required guide team mates
Drive excellence through best practices in Application management support
Improve productivity, supportability and efficiency by automation of repeatable tasks using tools and scripting
Ensure smooth delivery for assigned Shifts
5-8 years’ experience (Banking industry preferred) in IT industry

104

Senior Production Support Analyst Resume Examples & Samples

Provide Application and System support
24/7 On-call on rotation basis along with other team member
Investigate and analyze application problems, including impact analysis of change on all systems and business areas in order to recommend appropriate solutions
Troubleshoot and come up with work-around solutions to ensure an uninterrupted production stream
Assist in defining software change plans, including scoping, scheduling and implementation
Writes new systems of moderate complexity, working with basic application designs and specifications, utilizing standard procedures and techniques
Designs and codes programs of moderate to high complexity, creates test transactions and runs tests, revises as necessary
Conducts systems analysis of organizational needs and goals for the development and implementation of application systems
Reviews release notes, relevant documentation and participates in code reviews
Provides application and user support, troubleshooting, application testing, system integration testing and post-implementation review of new/ changed applications
Completes unit and integration testing, ensuring adherence to standards and design specifications
Develops domain expertise in specific technical skills, tools, and techniques
Extends understanding of business and ITS strategies, drivers, and processes at the project to department level
Extends awareness of risks associated with application development potential impacts, incorporating risk planning and mitigation

105

Application Production Support Analyst Resume Examples & Samples

Prepare and coordinate communications to stakeholders
Escalate unresolved issues to appropriate team and personnel
Update user documentation and conducting training
3-5 years experience in Production Support with a strong IT background & experience in application issue resolution
Pre-Implementation Production Support Analysis
High Level (3+ years) Unix expertise – navigation, scripting, command level
Ability to troubleshoot complex issues
Remedy, ServiceNow, or other ticketing system (ticket life cycle)
. Application release support experience
Unix

106

Production Support Analyst Resume Examples & Samples

5+ years of relevant Unix, Java, and SQL experience working in a production support/L2 environment
Strong interpersonal and communication skills, and the ability to work independently or as part of a team
Client-facing/Customer-focused mindset
Focused self-starter, quick learner, and willingness to be flexible
A Bachelor’s Degree in Computer Science or related field
The ability to provide on-call support as needed
Prior experience working in the Healthcare industry is a plus!

107

Production Support Analyst Resume Examples & Samples

Monitor functional ID's and respond to requests in a timely manner
Provide first line Production Services support to Operations for batch enquiries. This may include on-call coverage where after hours support coverage is required
Liaise with other Command Center support and Service Delivery groups
Ensure all assigned problem and change records are resolved within defined guidelines
Ensure complex activities are managed using established project management methods/processes
Review and correct any Production Services procedures and processes that have resulted in an impact or possible impact to SLA
Perform, and provide technical support for scheduling and promotions covering standards, principles and use to customers, Systems area and Operations
Provide general housekeeping support for Production Services’ products, batch jobs and processes
Work with and towards standardized processes and tools
Perform Lodgement function where appropriate (ie. code and library promotion)
Gatekeeper of all the Batch Scheduling standards and ensure that they are followed as per client specifications and requirements
Requirement
Minimum 2 years IT experience in Operations and/or Technical Support role, willing to work night shift
Bachelor or above, major in computer science or engineering
Should have experience in mainframe and/or midrange environment, previous production control experience is preferred
English (Read/Write/Listen/Speak) : CET 4 or above with a good level of spoken English
This job requires candidate to communicate with oversea technical teams. clients, English will be used as working language

108

Data Quality Production Support Analyst Resume Examples & Samples

Facilitates and supports data cleansing activities
Ability to support & recommend Data Quality rules using IBM InfoSphere Information Analyzer and Quality Stage tools
Support Data Profiling Jobs on Sources such as Database tables and Flat files using IBM Information Analyzer
Execute Data Quality rules using IBM InfoSphere Information Analyzer
Strong critical thinking, decision making, troubleshooting and problem solving skills
Effective time management skills and attention to detail
Ability to support multiple projects, manage change and working in a fast-paced environment
Excellent verbal/written communication skills, including communicating technical issues to non-technical audience
Self-motivated, Inclination to learn new things and ability to adapt and change and make progress
At least 7 years experience within a total information technology (IT) environment
At least 5 years experience with design, development, automation, and support of applications to extract, transform, and load data
Minimum of 2 years of hands-on experience using data cleansing, Data Profiling tools such as IBM InfoSphere Information Analyzer, Quality Stage
Minimum of 3 years of experience with Relationship Databases
Experience working with HDFS, Hive tables
Minimum of 5 years of experience with Unix Shell scripting, ETL tool ( Informatica ) and SQL
Excellent technical, logical, analytical and problem-solving skills to provide insight on development and application support
Comprehensive understanding of the data quality process requirements, and its impact on business functions
Experience in working in multiple large data warehouses and dealing with or providing support for large datasets over an extended period of time

109

Senior Production Support Analyst Resume Examples & Samples

Learn and help others to adapt to new technologies
Volunteer expert knowledge and assistance to others
Provide prompt recovery and problem escalation for the exceptions, extrapolating and integrating information within defined boundaries, using multiple system management and problem management tools
Work closely with development groups, support groups, and vendors to coordinate special operations, and communicate/escalate problems as appropriate to meet assigned deadlines
Provide analytical support for the development and enhancement of system interfaces, and may develop or enhance those tools under high-level technical direction from more-senior staff
Assist in daily support of the systems/products assigned, through early detection and pursuit or changes in system responses or operation
Work closely with support groups to refine system monitoring and reporting, and to assist them in their analysis and problem recovery
Provide prompt, clear, and timely communications; log, coordinate, and communicate problems using standard problem management and escalation procedures
Change-manage and service requests including proper management, implementation of team changes and service requests, and proper creation, execution, documentation, and closure of tasks, changes, and requests
A university degree in Computer Science or a related field
2–3 relevant certificates desired
3+ years of Production Support experience

110

Production Support Analyst Resume Examples & Samples

1) Work on Production issues and defects to provide timely diagnostics, recommendations and resolution
2) Support software Release testing and provide production support sign off for new versions
3) Understand the processing for a client, the underlying business rules and apply them to detect and troubleshoot issues
4) Transition new institutional clients to the production support team as and when they are on boarded as new institutional adopting Client new institutional retirement applications
5) Work with critical development, test and software vendor(s) on issues that need diagnostics, configuration or data changes and/or code fix
6) Interface with other downstream application and business operations teams on issues and problems to manage business workflows
7) Identify areas of improvement in processing files, implementing automation and monitoring and inspection of outputs and resulting data and client correspondence
At least 5 years of experience working in application Production Support environment
5 plus years of hands on Unix experience. Ability to scan thru logs and troubleshoot issues
Experience with tools like Filezilla, SQL Developer, Putty
3 plus or hand on experience of programming in Java. Fluent with Object oriented concepts
Experience with handling complex flat files, comparing and making changes to them
5 plus years of Experience working in financial services industry and Retirement industry domain knowledge
Acumen to understand business logic and product offerings
Experience with Payroll processing
Experience with data handling and manipulation
Experience with Gentran or other file management systems
Good knowledge of MS Excel and Access

111

Production Support Analyst Resume Examples & Samples

Prepare offering materials for new or existing assignments and pursuits utilizing effective work planning capabilities
Assist with the preparation of presentation and pitch materials for new business pursuits
Read and review real estate documents (i.e. leases, environmental and engineering reports, appraisals, etc) and prepare abstract reports for clients and prospective clients
Review and analyze client’s quantitative portfolio data, legal documents and other materials as part of project due diligence process
1 to 3 years of work experience in Finance or Real Estate
ARGUS valuations, financial analysis and market research experience
Self-motivating individual who is detail-oriented, has strong organizational skills, and the ability to work independently and within a team under deadlines
Outstanding computer orientation and proficiency with Excel, PowerPoint and Word software is required

112

Application Production Support Analyst Resume Examples & Samples

The ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly
An independent sense of motivation to continuously improve themselves and their environment
An intuitive problem solving ability which leads to solution alternatives that reflect the analyst’s diverse foundation of knowledge, skills and experiences
The confidence, focus, and adaptable communication style required to effectively coordinate restoration efforts for high-impact technology incidents
Operating systems: Solaris, Linux, Windows
Scripting languages: Unix Shell, Perl, Python
SQL (Intermediate level: multi-table joins, grouping results, etc...)
Grid computing and batch management
Well rounded understanding of infrastructure disciplines (network, server, storage, messaging)
First point of contact for business requests and reported impact (Business facing)
Monitoring and alerting of critical trading system environments (Core)
Release implementation and post-release testing (Core)
Build and maintain strong partnerships with business stakeholders, application development personnel, and infrastructure contacts (All)
Troubleshooting of complex systems issues (All)
Proactive identification and resolution of problem hotspots (All)
Development of tools and driving efficiency/stability improvements (All)
Accurate tracking of support effort to enable effective management reporting (All)
Enforcement of change management policy (All)

113

ETL Production Support Analyst Resume Examples & Samples

Responsible for on-call support of the daily and other scheduled ETL Processes executed 24x7 using SSIS ETL tool
Work with ETL developers and architects to determine future hardware needs
Bachelor's degree in Computer Science, Information Systems, or other equivalent degree equivalent work experience is required
3-5 years' experience with SSIS
3-5 years' experience with Oracle
3-5 years' experience with SQL
3-5 years' experience with Oracle PL/SQL
Solid troubleshooting/performance tuning knowledge
Experience working with team in multiple locations
Experience with EPIC Clarity and CDW data models
Experience with SAP Data Services

114

Oracle BRM Production Support Analyst Resume Examples & Samples

6-8 years (BRM Implementation Experience – Technical)
Experience in Business Process Consulting, problem definition, Architecture/Design/Detailing of Processes
Good understanding and experience in technical areas such as C, C++.Java, Unix, Weblogic, ESB, SOA,
5+ years’ experience in gathering and writing detailed business/functional requirements and test scenarios based upon customer needs

115

Production Support Analyst Resume Examples & Samples

Direct client interface,
Managing a network of third-party brokers,
Coordinating property information,
Valuation reviews,
Marketing material creation,
Analyzing data and producing monthly and ad-hoc reporting,
Facilitating negotiation discussions,
Tracking properties through the sales process,
Producing/reviewing sales contracts
Business degree from a four year accredited university
Committed interest in real estate
At least 2 years of related work experience
Strong financial/analytical skills
Highly developed verbal and written communication skills
Intellectual curiosity and experience using Excel, Word and PowerPoint
Interest and experience in rural markets or the timber industry would benefit the candidate

116

Production Support Analyst Resume Examples & Samples

) Production Support experience within Java Development and Oracle Databases
) Knowledge/experience with HPSM and/or ServiceNow as a ticketing tool within a Production Support environment
) Excellent communication skills with the ability to manage the business along with the technical team for Production Support
Please know any contractor must have the ability to work on a W-2 basis as this is a Contract-to-Hire with no sponsorship offered after conversion
Solve unique and complex problems with broad impact on the business
Participate in the development of business strategy
Translate highly complex concepts in ways that can be understood by a variety of audiences
Influence senior leadership to adopt new ideas, products, and/or approaches
Deploy and maintain Applications/Systems
Provides direction to the resources that support the application/System
Participate in release management planning
Review escalated incident items and assigns to appropriate work group
Accountable for second level application support, coordinating the involvement of business and/or development resources in incident resolution as necessary
Support the Service Manager, who has the primary ownership of the application, to manage the health of the application, sets the overall direction and priorities of activities, and manage the application budget

117

Production Support Analyst Resume Examples & Samples

Interacts with peer groups, management and director level executives and other senior level executives as needed in delivering the objectives for the production operations unit assigned
Maintains effective relationships with core and extended program team members, peers, senior stakeholders and business managers
Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation’s overall standards and operations objectives
Resolves high level conflicts or program issues by making decisions or negotiating with affected senior management
Ensures monitoring alerts and systems events are assessed, prioritized, and managed
Manages client impacting incidents including business impact assessment, technical resolution, engagement, and communications
Ensures team complies with JPMC standards, regulations, and corporate requirements
Performs 1st and 2nd level support for application and platform incidents as needed
Ensures potential client impacting incidents are identified and remediated prior to client impact or remediated as soon as possible after issues arise
Builds and maintains strong relationships with JPMC technology teams and business partners to identify process improvement opportunities
Collaborates with JPMC technology teams and business partners to understand application functions and related downstream processing components
Drives continuous improvement of services and processes in order to increase platform stability and realize operational efficiencies
Participates in post incident reviews for client impacting incidents
Works with Change Management/ Release Managers on the evaluation of change events
Manages technical bridges and/or business bridges, as required, as well as uses knowledge of support organizations to minimize MTTR (Mean Time to Recover)
Supports or leads as needed Resiliency events (Disaster Recovery, Sustained Resiliency, etc.)
Assists in translating business requirements into proposed IT services & solutions
Develops and distributes performance metrics for core services and reporting for the unit
Designs & implements customer satisfaction surveys and measurements
Assures Operations Run Book and other knowledge management documents are up to date
Contributes to the evaluation, implementation, and ongoing maintenance of monitoring tools used
Provides technical and procedural training, coaching and guidance to support analysts
Assists manager in resolving high level conflicts or program issues by making decisions or negotiating with affected senior management
Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation's overall standards and operations objectives
Serves as a backup to the manager’s when the manager is un-available, including any necessary interaction with senior managers
Drives development and adherence with Service Level Agreements (SLAs) for the unit
Coordinates completion of “Fire Drills” or other team practices that drive increased team capabilities and results
Oversees compliance with administrative practices and objectives
Creates working environments that supports cultural variability and utilization of global resources
Provides hands-on technical skill to resolve issues and improve processes
A strong application development background with a solid understanding of development methodologies
A strong application support background with client facing internet and back office applications
Understanding of the design and implementation of proactive monitoring and health checks
ITIL Incident management life cycle skills and experience
Knowledge of incident, problem management, ticket, change, and risk management processes and tools
Experience with setup and tuning of application monitoring tools (Dynatrace, Keynote, GENEOS, Tivoli, Splunk, OEM, or similar)
Experience supporting applications using the following technologies: Wintel, Linux, Sun OS, Mainframe, Oracle, SQL Server, DB2, Apache, Sterling Commerce Connect, FTP, SFTP
Strong SQL experience and strong O/S experience in Wintel/UNIX (both would be preferred)
Ability to influence and lead technical conversations with varied IT support groups
Able to make trusted and unbiased judgments
Experience understanding performance metrics
IT process design & implementation skills and experience
Ability to forecast IT Services based on business requirements and demand
Experience using a structured software development methodology in a large corporate or consulting environment
2-3 years of Application Production Support Experience
Commercial Banking, Investment Banking or Treasury Services Product experience (recommended)
Minimum of 3 years relevant production support and incident management experience

118

Webstats Production Support Analyst Resume Examples & Samples

Advanced Skills in SQL tools-preferred, MS Excel, Access-preferred, Power Point
2+ years working knowledge required in the following
Financial Services Call/Contact Center industry
Knowledge of various call/contact center solutions (Telephony, IVR, Scheduling, Call Recording, eMail & Correspondence, Reporting/MIS Tools, Customer Experience drivers)
Business analysis, reporting of business data, problem identification, resolution and root cause analysis
Data marts, data relationships, query techniques/strategies/optimization
Proven competency in writing requirements and designing reports
Ability to interpret and create functional usage mock-up and process flows
Presentation/communication/delivery skills- written and verbal
Effective project management and multi-task handling skills
Customer relationship and experience management
Team work contributing beyond core role and responsibilities
Minimum 2-3 years of process improvement experience
Ability to interact with all levels of management and business partners
Must have outstanding attention to detail and ability to learn complex processes that affect various functions and business units within Chase

119

Production Support Analyst Resume Examples & Samples

The successful candidate will possess solid hands-on technical and business knowledge with an emphasis on cash equities, portfolio /program trading and US / North American markets
She or He must also demonstrate a keen sense of urgency and initiative demanded in fast-paced trading floor environment
Along with sound technical concepts and deep understanding of trading systems, the candidate will demonstrate good teamwork, clear and decisive communication, client relationship skills and a proactive approach across the spectrum of production support competencies
Upward of 2 - 3 years relevant Production Support/Development on the equities floor
Solid understanding of basic financial market terms & concepts
Solid experience in SQL, Linux/Unix, Shell scripts, PERL/Python scripting and Release procedures and best practices
Ability to understand/explain/analyze trading flows, trading order blotters, interactions between trading systems
Knowledge and experience of interacting with trading system development teams to release and support system changes in dynamic environment
Good grasp of US/American /International equity markets, order types
Team player and collaborative working ways
An unbridled enthusiasm and desire to be the best in class
Unwillingness to accept status quo and a passion for driving continuous improvement
Must be motivated

120

Scra Production Support Analyst Resume Examples & Samples

Participate in planning sessions with process owners to create business requirements, process flows and test scripts for SCRA Operations
Complete all documentation related to the development requirements, test scripts, and implementation for all assigned projects
Lead and facilitate business validation requirements for Production Support
Assist in gathering supporting documentation for internal and external exam management requests
Create and submit Change Controls for changes needed to projects
Review existing reporting to identify potential unmet needs
Assist system users with workstation questions regarding functionality and reporting
Support ad-hoc requests and regularly scheduled reports and files
Identifies potential issues and processes gaps. Conducts research into variances from targets
Works collaboratively with team members across departments and staff areas
A track record demonstrating a high level of personal initiative, setting and achieving challenging goals
Be proactive in identifying problems or issues and have to the ability to think through solutions
Can leverage subject matter expert expertise in driving conversations and/or influencing decisions/direction with Business and Technology
Excellent and efficient skills using MS Excel and PowerPoint tools (absolutely required)

121

Application Production Support Analyst Almt Ccar & Risk Resume Examples & Samples

Conduct deeper analysis of issues requiring techno-functional knowledge for ALMT, CCAR & Risk applications (comprising of Triton, SAS and QlikView)
Perform issue investigation and resolution, planning, and release management for ALMT, CCAR & Risk applications
Provide primary functional issues resolution (requiring end user interaction) during regular US business hours
Liaise with IT work streams, Infrastructure and ISPL APS teams to resolve Production issues for ALMT, CCAR & Risk applications
Collate and prepare inputs for operational meetings related to Production for ALMT, CCAR & Risk work stream (e.g. weekly/bi-weekly production update meetings, change control meetings, production KPI/ metrics)
Incident management – business and technology communication, coordination and resolution of incidents, from external issues such as exchange problems to internal application bugs impacting the production environment
Release management – being the gatekeepers for the production environment, ensuring all change is understood and scheduled appropriately
Monitoring and continual service improvement of supported applications
Hands on usage of at least one or more RDBMS e.g. Oracle, DB2, Sybase, Teradata or SQL Server
Windows and UNIX (and GUI) application support, use of SQL for data gathering and reporting
Languages: Oracle SQL and PL/SQL, Shell Scripting, Perl
Tools and Utilities: TOAD, PUTTY, AUTOSYS, SQL LOADER
Knowledge of the SAS Platforms (SAS Modelling Workbench and SAS CPnM) and SAS analytical procedures including the Office Analytics, Visual Analytics, SAS Management Console
Qlikview expertise & hands-on development, deployment and support including end user dashboards, analyses & server side components
Experience in a financial institution IT Environment and good knowledge of financial industry and related products are required. Understanding the recent financial regulatory initiatives such as Basel II, Basel III, Dodd-Frank Act and CCAR is a plus

122

Application Production Support Analyst Data Services Resume Examples & Samples

Perform issue investigation and resolution, planning, and release management for Data Services (comprising of ETL, Oracle OFSAA, Informatica Data Quality, other PL/SQL databases and or Oracle DB)
Liaise with IT work streams, Infrastructure, business stakeholders and offshore APS teams to resolve production issues for Data Services
Problem management – Post incident review ensuring that the issue has been permanently resolved and what value add items can be completed to ensure the issue does not reoccur
Perform emergency deployments or provide hands-on application specific technical support for issues that are escalated from offshore
Collate and prepare inputs for Data Services Production related meetings (e.g. weekly/bi-weekly production update meetings, change control meetings, production KPI/ metrics)
Work with development teams and escalate technical issues requiring L3 support
7-9 years’ experience in engineering, engineering support, or technical support environment
Strong technical background with Production Support experience in Oracle SQL, PL/SQL, ORACLE 12 and below, UNIX, Shell scripting
Experience of supporting Oracle based data management technologies
Experience and knowledge of ITSM processes, methodologies and tools
Prior customer-facing (internal or external) experience a must
Excellent knowledge on Informatica platform as a whole and the integration among different Informatica components and services
Operating Systems: UNIX, Windows, SOLARIS, Linux
Database: Oracle 12 and below
Web Technologies: JAVA HTML XML XSLT
Knowledge of Informatica ETL (Power Center), Data Quality and Data Warehouse model
Knowledge of Moody’s Risk Foundation Framework and Moody’s Discovery (Qlikview) is a plus
Bachelor’s degree or higher or equivalent combination of education and experience

123

Application Production Support Analyst Team Lead Finreg Resume Examples & Samples

Conduct deeper analysis of issues requiring techno-functional knowledge for FinReg applications (Hyperion, Axiom and OBIEE)
Perform issue investigation and resolution, planning, and release management for FinReg applications
Investigate application behavior with queries directly from the business
Perform emergency deployments or provide hands-on application specific technical support for issues that are escalated from ISPL
Liaise with IT work streams, Infrastructure and ISPL APS teams to resolve Production issues
Collate and prepare inputs for operational meetings related to Production for FinReg work stream (e.g. weekly/bi-weekly production update meetings, change control meetings, production KPI/ metrics)
Perform activities related to compliance/audit reporting
Manage a team of Production Support Specialists, lead and prioritize the team’s work load
9-12 years’ experience in engineering, engineering support, or technical support environment
Experience leading technical support teams
Windows and UNIX (and GUI) application support, use of Oracle SQL for data gathering and reporting
Possesses understanding in U.S. risk and regulatory requirements and financial reporting software
Operating Systems: UNIX, Linux
Languages: Oracle SQL
Hands-on experience in Axiom / Hyperion (HFM and Planning) / OBIEE implementation including analysis, design, configuring, and testing a plus
Knowledge of data partitioning
Experience in Data warehousing projects would be preferable
Understanding of Object Oriented programming languages ( e.g. Python, C++, Objective-C, Smalltalk, Delphi, Java, Perl, Ruby and PHP)
Experience supporting large and complex production systems using complex SQL queries and reporting systems
Experience in Business Analytics

124

Rohq-cto-production Support Analyst Resume Examples & Samples

Escalation point for issues encountered in the operational process
Proven knowledge and working experience with ETL/AbInitio
Strong relational database knowledge, Oracle is preferred
Computer Science or related bachelor’s degree
3-5 years or more Financial and/or regulatory reporting experience from either Finance or Operations standpoint preferred
Ability to multi-task under strict deadlines

125

Application Production Support Analyst Prime Brokerage Resume Examples & Samples

Troubleshoot trade capture, booking, settlements, and trade breaks issues and provide timely resolution
Provide level 1 and 2 support for PB applications, on-site, between 7AM to 8PM
Effectively escalate to development teams for level 3 support
Create and maintain documentation
Provide training to the rest of the team in the US, Paris, Mumbai, and HK
Must be able to multitask and take ownership on multiple items until resolution
Facilitate proper communication to the business users and clients
Work on a shift rotation using a follow-the-sun support model, handing off to Hong Kong / Mumbai and receiving hand-offs from Paris / Mumbai counterparts
Available on-call for after-hours support on a rotational basis
Inbox monitoring and batch operations
Answer client calls and requests
Participate in incident management follow ups and resolutions
Previous experience (3-5 years) in an application support environment
Trade Support or Finance experience
Bachelor’s degree or higher in Computer Science, Information Systems or related field
Strong understanding of the trade process
Strong UNIX scripting / development
Strong background using Microsoft products (Specifically Excel & Outlook)
FTP, SFTP, FTPS, CFT file transfer setup knowledge
Background in Autosys Job Scheduling
Experience in Release Management
Experience writing documentation

126

Application Production Support Analyst Resume Examples & Samples

Troubleshoot technical issues (WebLogic, Apache) or escalate and work with appropriate technology teams to provide solutions
5+ years of Production Support experience preferably in the Financial Industry
5+ years of strong experience in AIX or LINUX
Experience in Java/JavaScript, J2EE, EJB, XML,WebLogic, Web Services/SOA,CXF Framework
Experience with relational databases such as Sybase and Oracle on PL/SQL, triggers & Stored Procedures
1-2 + years of strong experience in Control-M and/or Autosys experience
Knowledge in documenting procedure according to company standard
Excellent influence, negotiation and presentation skills
Experience in working with cross line of business teams, Outside Service Providers and Partner Organizations
Solid understanding of the major functionality bundled into a release, both from a technology and business point of view
The successful candidate must be an articulate and persuasive leader who can serve as an effective member of the team and who is able to communicate security-related concepts to a broad range of technical and non-technical staff. The candidate should also be capable of negotiating issues and resolving complex problems with creative solutions. The ability to organize, prioritize, and manage multiple projects simultaneously is essential to this position

127

Production Support Analyst Resume Examples & Samples

Dealing with support escalations from Level 1 team, including user and monitoring support queries, with as minimal as possible escalations to L3 teams
Hosting service reviews with application teams
Collecting and publishing support KPI metrics on individual and team performance
Managing & implementing code/config change/releases into the pre & production environments
Ensuring weekend & release work is planned & resource coverage is in place
Promoting and updating knowledge Management documentation. Including support cards
Experience of functional/technical support in an investment banking environment - Desirable
Database � SQL/Oracle
Shell/Perl scripting - Desirable
Experience of monitoring software and maintaining\improving rulebases - Desirable
Hands-on experience of using tools such as Remedy or Service Now
Working within ITIL standards and structured, formal environments - ITIL qualifications - Beneficial

128

Senior Production Support Analyst Resume Examples & Samples

Requires understanding the product and providing feedback on reported issues
Understanding what issues need to be escalated and doing so in a timely manner
Production Gatekeepers
Application support is responsible for the full release cycle; they manage the check lists prior to release and have to provide the GO / NO-GO as they will own the process once released
It is important for the application support team to work closely with development to understand what is being built from the start of each project so they can provide input regarding support tools and / or levels of documentation or monitoring of the processes they will require

129

Ccb-opt-production Support Analyst Resume Examples & Samples

Bachelor of Science degree in a technical field preferred
Technical experience supporting mainframe and distributed platforms
Experience supporting financing domain applications
Proficient in Unix and Shell Scripting
Strong in SQL and PL/SQL
Good knowledge of scheduling tools. Having knowledge of Control M, Autosys and TWS will be an added advantage
Good knowledge of Monitoring tools – Splunk and Wily
Strong knowledge in ITIL process· Experience administering Windows and UNIX based operating system
Application development experience is advantage
Intermediate knowledge of relational databases
Ability and willingness to work 12 hour day shifts, 3 or 4 days/week (including weekends)

130

Myriad Production Support Analyst Resume Examples & Samples

Graduate or Post-Graduate in Finance/Statistics/Economics/Sciences/Mathematics
2 years of work experience in a financial institution with good product knowledge and good understanding of Risk management tools and techniques
Strong Analytical skills to identify the scope and parameters of projects or issues and ability to provide appropriate solutions. Sound understanding of a trading environment with good knowledge of financial products
Ability to manipulate large volumes of data using spread sheet and Database Query tools (MS Excel and Access)
Has a clear appreciation of strengths and limitations. Seeks guidance and advice when appropriate to accomplish tasks and perform the role in an effective and efficient way
Consistently demonstrates integrity, fairness and professional conduct
Is attentive to controls and addresses risk
High level of attention to detail in every aspect of work

131

Myriad Production Support Analyst Resume Examples & Samples

6+ years of work experience in a financial institution with good product knowledge and good understanding of Risk management tools and techniques
SQL and Excel skills would be desirable
Strong Analytical skills to identify the scope and parameters of projects or issues and ability to provide appropriate solutions. Sound understanding of a trading environment with good knowledge of financial products. Ability to manipulate large volumes of data using spread sheet and Database Query tools (MS Excel and Access)

132

Senior Production Support Analyst Resume Examples & Samples

Manage day to day dialer process, including implementation of strategies
Monitor and manage daily SoundBite (Outbound IVR) contact channels
Report and escalate incidents that impact applicable department production systems
Provide significant project support
Serve as liaison with other departments
Performance reporting and analysis
Develop tactical approach to achieving performance goals
Support maintenance of Business Continuity Plan and serve as Business Continuity Coordinator for Collections
2+ years management or automated dialer experience
Strong project management experience preferred
Proven reporting and analytical skills
Strong knowledge of operations
Workforce management and dialer operations experience
Basic understanding of reporting tools

133

Production Support Analyst Resume Examples & Samples

Lead the analysis of root cause factors that prevent production systems and processes from being highly reliable, accurate and efficient
Analyze processes, recommend process improvement and maintain formal documentation
Development assistance and implementation of initiatives that reduce or eliminate dependence on manual operations
Understand future direction and enhancements on all assigned applications
Diagnose problems using written procedures; and/or apply an analytical skill-set in order to triage reported defects and route those issue to the appropriate Resources for resolution; escalate as necessary
Assist with planning and testing of application, configuration and database changes, and installation of upgrades and patches
Identify opportunities to eliminate significant amounts of ad hoc reporting requests by developing alternative strategies that give internal and external customers the ability to gather information required; eliminating IT support in most instances
Tier II Support of Production Applications; including, alert monitoring, opening trouble tickets, general escalation and client / vendor coordination
Leverage specially designed monitoring interfaces in order to augment the pool of information available to all Production Support Analysts as they triage and diagnose incident reports
Utilize MKS where tickets will be opened to track incidents, and their root-cause
Confirm incident logging on reported events affecting any systems, applications, or 3rd-Party vendors; ensure documentation for replication of solution
Ensure best practices and day to day performance standards and metrics support all clients
Maintain efficient and effective communication between client and support teams
Develop contacts and relationships with clients’ vendor support organizations
Ensure compliance with Service Level Agreements as contractually documented
Client Engagement / Support / Customer Service / Communication
Act as a dedicated support contact for multiple high level customers; assisting PSM’s
Identify with and become accustomed to products and systems used by assigned customers
Demonstrate knowledge and understanding of Equator solutions, products and processes; driving solutions
Bachelor’s Degree or equivalent combination of relevant education and experience
Minimum of 3 to 5 Years of client relations experience
Experience with Default Services and REO
Knowledge of the software industry and typical product deployment preferred; installation, troubleshooting, upgrading and integration
Versed in Microsoft; including Word, Excel, PowerPoint, Access, including client and server-side technologies
Self-motivated and drive to succeed; work proactively with a minimal level of direct supervision
Organizational and administrative skills, including problem solving and analytical skills
Ability to assist with technical projects and partner with internal resources to solve technical issues
Strong relationship / customer management skills; experienced with multiple dedicated clients in technical support environment
Ability to multitask and prioritize job requirements; planning and coordination management
Strong personal interaction, presentation and phone interaction skills; ensure professional level etiquette
Ability to travel with minimal notice; on call as necessary

134

Production Support Analyst Resume Examples & Samples

Provides senior level production support of applications, databases and/or systems. Monitors production systems for alerts, outages and system issues. Seeks continuous improvements for applications, processes, support methods and team effectiveness
Provides infrastructure configuration services on multiple platforms in the test environment. Works on the most complex systems with large numbers of interfaces and users the majority of the time. Monitors production applications for alerts and system issues
Executes technical procedures to resolve production issues. Evaluates systems and processes in an effort to resolves technical problems. Researches issues and performs root cause analysis to minimize risk. Implements effective solutions for break/fix issues and appropriate development initiatives. Communicates systems issues at the appropriate technical level for each audience
Thoroughly understands client business functions and technology needs. Understands Vanguard's tools, technologies, and applications, databases and/or systems, including those that interface with business area and systems. Establishes and grows relationships with the business, technical and management teams. Operates as a trusted collaborative partner with all teams associated with the project. Demonstrates understanding and knowledge of client needs, concerns and challenges
Leads and/or participates on large, matrixed project teams. Interfaces with cross functional team members
Trains and mentors staff with less experience. Resolves issues elevated from staff with less experience. Writes/updates production support documentation, including policies and procedures
Undergraduate degree in a related field or the equivalent combination of training and experience. MIS or Computer Science degree preferred
Minimum of five years related experience
Demonstrated knowledge of architecture standards
Advanced knowledge of development practices and concepts
Advanced knowledge of assigned operating systems (Linux, Windows, Solaris etc)
Advanced knowledge of assigned IT platforms (Web, Cloud, VM etc)
Demonstrated knowledge of system monitoring, system management and automation tools. Examples include Tivoli, TeamQuest, PerfMon, HP UFT, Aternity, Tea Leaf, BMC Capacity Optimization Tool. Experience with Splunk, COGNOS Report Studio, and Tableau preferred
Good project and time management skills

135

Production Support Analyst Resume Examples & Samples

Troubleshoot application incidents based on the Knowledge Database maintained; help maintain and improve the Knowledge Database
Develop and maintain excellent relationships and communication with global stakeholders, other IT teams, and business areas
Uphold policies, procedures and standards, acting as a champion to communicate and enforce the policies to manage Risk & Control

136

Senior Production Support Analyst Resume Examples & Samples

Act self-directed, performing day to day tasks and providing administrative application support
Analyzes, defines and documents requirements for data, workflow, logical processes, hardware and operating system environment
Provide root cause analysis, corrective action and preventive solutions
Coordinate and manage Problem/Change management and all other activities between internal and external in support of ITIL Service Management framework
Extend understanding of business and ITS strategies, drivers, and processes at the project to department level
Extend awareness of risks associated with application development potential impacts, incorporating risk planning and mitigation
Share in the 'on call' rotation schedule for 7x24 support activities through Remote 'on call support' and 'onsite problem analysis'
University degree in Computer Science preferred, or a closely related discipline
Expert level skills in supporting Java applications on WebLogic platform
Strong working skills in UNIX systems
Extensive knowledge of Oracle Database, PL/SQL, J2EE, and Load Balancing
Experience developing automation tools with UNIX Shell Script
Good understanding of TCP/IP networking protocols, SFTP/SSH, SSL certification, and network/application security
Strong analytical skills, specifically around trends analysis and performance and availability monitoring
Hands on experience in development and support of Oracle OSM and ASAP products
Flexible and adaptable to time sensitive situations

137

Production Support Analyst Resume Examples & Samples

Production support data communication analyst supporting DataPower Web Services hub
Looking for a candidate having some web service/data communications background and interested in learning DataPower/XML appliance in a support capacity
This is a technical oriented role with hands on problem solving events
Strong trouble shooting skill
Basic knowledge of web services
Understanding of XML and SOAP messaging X.509 certificate knowledge
Web service security
RSA Encryption Techniques
TLS and SSL protocols
XSLD Script knowledge
DataPower gateway knowledge
Basic network knowledge
Good oral and written communications
Willing to work in a team environment
Shared on-call responsibilities
IT Related

138

FX Production Support Analyst Resume Examples & Samples

Be the first point of contact for all Production related issues as reported by Front Office, Operations and Back Office
Provide morning coverage to the onsite trading desk from 6:30am CST, Monday to Friday
Perform root cause analysis on all issues with a strong emphasis on preventing re-occurrence of issues
Manage communication of issues and updates to business and technical users
Be situated close to the traders on the trading floor
Assist and lead clients and technical staff to investigate, analyze, and resolve application problems related to system functions
Frequently interface with business lines, including management, and/or internal resources to ensure quality, timeliness, and testing of all project/release work
Participate in Quarterly Disaster Recovery and monthly release weekends on a rotational basis
At least 2 years experience with SQL
At least 2 years experience with Unix
Prior experience working with the Foreign Exchange business
Application performance / monitoring tools such as Splunk, HP Open View, Autosys, Idera

139

Production Support Analyst Resume Examples & Samples

Able to handle and solve Incident, Problem, Request and Change Management process
Designs, codes, tests, debugs and documents software according to Dell’s systems standards, policies and, procedures, security and compliance requirements
Resolves customer issues with software solutions and responds to suggestions for improvements and enhancements
Maintains systems by researching and resolving problems; maintaining system integrity and security
Provides reference for customers/internal team by writing/maintaining documentation; providing support and help
Maintains quality service by establishing and enforcing organization standards
Healthcare/patient billing software development/support experience
Cost accounting
Able to work and coordinate with technical teams across the country and

140

Production Support Analyst Resume Examples & Samples

Provides intermediate level production support of applications, databases and/or systems. Monitors production systems for alerts, outages and system issues. Seeks continuous improvements for applications, processes, support methods and team effectiveness
Monitors production applications for alerts and system issues
Works on the low to medium complexity systems with intermediate numbers of interfaces and users the majority of the time
Writes/updates production support documentation, including policies and procedures
Communicates status and resolution of Production problems and support tasks (restores, job restarts, etc.) in an accurate and timely manner
Participates in weekly on-call rotation for GSI Service Level applications
Minimum of three years of related experience and three years of Information Technology experience
Knowledge of the following preferred
PC Hardware & LAN Networking
Control-M
Microsoft Office Suite Development Tools
Intermediate knowledge of development practices and concepts

141

Associate Production Support Analyst Resume Examples & Samples

Prioritize assignments in a high visibility mission critical system
Troubleshoot issues quickly and appropriately by identifying immediate remediation, determining root cause, and coordinating long term solution
Responsible for best practices implementation, day to day performance and support of Mission critical applications and technologies
Responsible for performing the Service Desk function for assigned applications, acting as the Single Point of Contact to the business users and for following the incident and problem management processes
Perform application maintenance duties as required including off hours weekly and monthly processes
Manage the off-hours implementation of data base control changes
Analyze processes, recommend process improvement and write formal documentation
Develop contacts and relationships with vendor support organizations
Understand future directions and enhancements of assigned applications
Develop and report metrics associated with system performance
Define and lead the integration of assigned production systems with the appropriate enterprise monitoring strategies that not only will identify developing issues but take proactive responses
Identify opportunities to eliminate significant amounts of ad hoc reporting requests by developing alternate strategies that give internal and external customers the ability to get the information they need without requesting ad hoc services from IT
Must be available for on call support nights and weekends
Interact with others in the business and IT organization
Work with providers of software and hardware products as well as consulting vendor service providers
Undergraduate Degree required
Working knowledge of the Windows operating environment
Competency in relational database structures, particularly SQL and Oracle PL*SQL
Experience with process documentation and process documentation tools (such as PowerPoint and Visio)
Excellent analytical, communication (both verbal and written), facilitation/organizational skills
Very strong results with people and thought leadership skills
Strategic, innovative thinking and vision
Solid understanding of technology
Experience in the Media industry is a plus
Experience with enterprise reporting environments such as Business Objects, Crystal reports a plus
Experience with Sintec Media’s Integrated Broadcast Management System (IBMS), or other distribution and scheduling software a plus

142

Senior Production Support Analyst Resume Examples & Samples

A bachelor’s degree or equivalent experience in Computer Science or related field
Minimum of six years specialized experience in support systems technology including a minimum of three years’ experience in project management
Master’s degree and Supplemental technical coursework preferred
Recognition as a technical resource within the work group; knowledge of multiple platforms, and multiple network protocols; and extensive and specialized technical knowledge in Support Systems

143

Production Support Analyst Resume Examples & Samples

Establish and manage daily, weekly, and monthly production processing of Billing and Payments batch jobs
Monitor various tools to detect missing files based on defined expectations and drive resolution
Monitor various tools to detect payment transactions from vendors pending settlement beyond a defined time frame and drive resolution
Work daily with Production Supervisors and Managers for optimal efficiency to meet the needs of internal and external customers
Ensure stability and continuity of operations, and adherence to all Sarbanes Oxley IT controls
Perform or participate in periodic reviews, audits and updates to the hosting standards, process controls and technologies
Support and execute month-end close activities; and
Flexibility regarding working hours supporting production activities, including availability on evenings and weekends as required to support Billing & Payments Processing
Strong analytical skills, results-oriented and effectiveness in problem solving; strong Excel skills required
Superior multitasking skills including the ability to lead, manage and coordinate multiple issues, arriving at a common objective
Excellent communications skills, both written and verbal
Ability to make sound business decisions based on facts presented
Ability to handle highly confidential information and maintain confidentiality and discretion at all times
Ability to adapt to new areas such as monitoring production for billing, payments & shipping domains
Must possess at least 4+ years’ experience in payment processing and data analysis
A 2-year degree minimum; 4-year degree is preferred for this position

144

Production Support Analyst Resume Examples & Samples

Maintains the scheduling system and new/improved work procedures for the processing environment
Monitors the applications, systems and hardware in the processing environment for abnormal processing conditions
Researches and resolves user problems as well as issues and problems with software systems, operations processing, and assigned processing environments
Utilizes manuals, write-ups and other tools as an aid in solving the problem
Contacts others who are experienced in the area for ideas about the problem
Contributes to the body of knowledge by adding solutions and other information that would be useful to others
Follows escalation procedures, when appropriate, to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job
Coordinates the testing of applications, systems, processes and procedures, hardware and/or software changes
Analyzes and implements changes or additions to software systems and operations procedures
Trains internal customers (employees) on changes, new systems or new procedures
May identify new tools, technology, or processes that improve the overall processing environment or processing efficiency
Assists in the definition of external and internal customer problems and needs
Discusses expectations with customers
May explain solutions directly to customers where appropriate
Maintains the operations support disaster recovery/business continuity plans for the assigned processing environments
Coordinates and conducts disaster recovery testing as required, documents test results, and documents modifications required for future testing
Completes project assignments and special projects commensurate with job expectations
*Windows Server experience required***
Knowledge of company software products
Knowledge of open systems operating systems
Experience with Windows at the OS or Hardware level
Knowledge of networking systems
Ability to effectively use production control tools and resources for open system processing environments
Knowledge of Scheduling packages preferred
Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients (e.g., executive, management. individual contributors)
Excellent troubleshooting, problem-solving, team, and time management skills

145

Software Production Support Analyst Resume Examples & Samples

2+ years of Help desk or support staff experience
Strong problem solving skills and attention to detail
2+ years of deployment and change management experience
Powershell scripting knowledge
Microsoft SQL Server or query base language
Mortgage origination experience preferred

146

Oracle Academy Production Support Analyst Resume Examples & Samples

Background in education and/or education technology
Understanding of relationships between various systems
Understand end-to-end business processes
Manage multiple priorities in a dynamic and demanding environment
Work both independently and as part of a team
Learn quickly and work within tight deadlines
A self-starter who takes personal initiative and willingly assumes responsibility and ownership
Must be flexible, able to work in a global, fast-paced, dynamic environment and operate with limited direction
Well organized with strong analytic skills; drives to see things through to completion
Ability to build and maintain strong relationships with stakeholders including business teams, technical teams, leadership and partners
Interact with Product Development and Business organizations as needed
Directly or through others, provide production support for implemented applications, including but not limited to - - identify, report, test and resolve bugs and other issues as needed
Support system enhancements as needed, including but not limited to - - identifying business process flows/maps, business requirements definition, technical solution identification, functional and user acceptance testing and project management
A positive attitude and the desire to learn new products and skills
Experience with MS Office Suite, Projects, Visio
Experience using support tools to track issues and enhancements
Application Express experience preferred
Basic understanding of Oracle products

147

Production Support Analyst Resume Examples & Samples

When solving a mainframe production or system problem, makes effective use of tools and resources, such as DDF, BBI, Controlm, TSO/ISPF, OMEGAMON, Netstat, Connex, Netview, PCS, MICALL, etc. to solve the problem. Makes effective use of tools and resources, such as ITO Message Browser, TSO/ISPF, Whats UP Gold, Glance Plus, Voiceplan, ECS/Controlm, Networker, ADSM, pcANYWHERE, ACSl5, etc. to solve open systems production or system problems
Knowledge of mainframe and/or open systems operating systems
Ability to effectively use production control tools and resources for mainframe and/or open system processing environments
Excellent problem-solving, team, and time management skills

148

Production Support Analyst, AIX / Unix Resume Examples & Samples

Responsible for the maintenance and administration of application and server resources. In addition, provide analysis, evaluation and support of the environment operation, which includes monitoring systems, resources, applications and users to ensure maximum system availability
Function as the support analyst – troubleshoots, debugs and isolates root-cause problems in production for assigned products to ensure application developers and testing teams are efficiently and effectively supported. Understand user issues, identify and drive to resolution, communicate continuously and clearly
Bachelor’s Degree in Computer Science, Information Systems or equivalent work experience in similar work environment
Minimum 7+ years of IT work experience focused in production support
Expert knowledge of design, implementation, and management and support of some or all of the following: IBM Mainframe, MQ Series, Vitria Businessware, Sun/Solaris, AIX, Red hat Linux, Oracle, DB2, UDB, SQL, Hadoop, Websphere, PeopleSoft, Cognos BMC Patrol, Control-M, Tivoli. Provide server administration support for Microsoft Windows 2000, 2003, Microsoft Active Directory and Microsoft Exchange 2003, 2007
Experience as a team lead or member on project teams in a cross functional environment
Strong team-oriented interpersonal and communication skills to lead team efforts
Has thorough understanding of technical concepts required for specialized field. Uses that knowledge, creativity and company practices and priorities to obtain solutions to complex problems
Excellent written, verbal and listening communications skills
Ability to communicate effectively with Plan management at all levels of the organization
Demonstrated experience within a customer focused environment
Effectively provides work leadership to others

149

Production Support Analyst Resume Examples & Samples

Ensuring systems and applications are working properly and addressing any issues as they arise
Handling open IT tickets that are assigned to the pharmacy and following through on tickets until completion, advancing challenges to Tier 2/3 representatives as needed
Providing 2nd Level Support for issues related to desktop builds, handheld and printer support. This support will entail troubleshooting configurations but will not include hardware
Leading the documentation processes for disaster recovery efforts
Implementing code once it has been developed by partnering with the team developers (However, this is not a developer position)
Performing root cause analysis for reoccurring problems by partnering with other teams to develop long-term resolutions, including implementing preventative measures to minimize problems and production outages
Resolving and documenting service tickets in a timely manner according to Service Level Agreements (SLAs) or assigned completion dates
Performing testing and shakeout procedures during/after active incidents or deployments during or after regular business hours
Providing 24/7 on call support on a rotating basis

150

Production Support Analyst Resume Examples & Samples

Provide two tier support to all applications and provide assistance to all end users and identify any issues in production
Maintain schedule jobs and perform troubleshoot on processes and resolve all issues
Analyze all vendor applications and provide operational support to same and perform reviews
Administer and implement all new systems and ensure transition of plans to production
Provide training to various new employees and assist with expert knowledge on all production processes
Document all production applications and resolve all application issues and answer all requests
Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions
Maintain knowledge on all hardware and operating system and update security associate technology
Analyze all applications and recommend necessary upgrades and patches and perform troubleshoot on all issues
Maintain effective relationships with various system administrators and development teams
Prepare all project requirements and develop all associated projects for various applications
Participate in periodic meetings and maintain all applications for productions and plan appropriate various strategies
Preferred with Insurance Background
3- 5 years proven experience in supporting software applications
Possess knowledge of insurance product/ business processes in insurance industry (preferred)
Basic AS400 Query Expert
Lead a team of Production Support personal
Diligent attention to detail is essential due to the nature work,
Ability to perform moderate mathematical calculations is required,
Sound ethics and confidentiality with good customer service skills,
Thorough analysis, judgment and problem solving skills,
Ability to multi task and prioritize is a must, and
Organize, structure and be able to do detailed analysis work and documentation independently and also as a team
Fluency in verbal and written English communications essential

151

Senior Production Support Analyst Resume Examples & Samples

Prioritize issues, escalations, projects and tasks based on business needs
Coordinate activities related to business requirements, user acceptance testing, and implementation of organizational information systems and software applications
Facilitate the maintenance, support and enhancement of in-house applications such as iCollect, TCMS, Extreme and MDAT)
Ensure project plans proceed as scheduled and are enforced or modified
Identify resources and ensures deadlines are met
Provide regular updates to management on project and defect status and progress
Follow the Software Development Lifecycle and test software products in a timely manner per requirements provided by a variety of stakeholders
Initiate, review and approve requested system enhancements and changes delivered by IT development team
Adapt process to the circumstance to ensure timely changes (updates, new releases) to existing applications
Facilitate interaction between IT and other functional areas to maximize organizational effectiveness by providing deliverables and ensure compliance with internal policy and controls; and with external regulation
Contribute to training and course development as a subject matter expert in system changes
Provide production support: troubleshoot, analyze and resolve system issues

152

Global KYC Production Support Analyst Resume Examples & Samples

Act as a liaison between all business groups and the Supporting Technology teams to provide process support and solutions to the business
Monitors production systems, jobs and processes, troubleshoots and resolves production issues
Actively identify areas of improvement to ensure system stability and ease of maintenance
Align operational strategies, business processes, and systems to achieve substantial benefit to departmental performance
Participate in conducting User Acceptance Testing and Production Validations for new database/system implementations, to include test script composition & execution
Help facilitate current and future product and process migrations
Provide written and verbal communications to Management Team and Business Users on an as needed basis including but not limited to project status updates, functional changes that impact business process, and recommendations based on analysis conducted
Undertake a variety of ad hoc projects to improve the efficiency and effectiveness of data management and business operations
Serve as the Subject Matter Expert for Case Management Tool Functionalities and the Cross Sectoring Monitoring preprocessing, process, and workflow
Conduct cross functional analysis to identify Data Quality issues, process gaps, and potential system enhancements, identifying and proposing business solutions
Oversee and maintain department-wide ServiceNow Incidents and Change Requests, collaborating with Technology team to see through deployment of fixes
Prior Production Support, UAT or combined related experience
Solid understanding of the business/technology relationship
Demonstrates a thorough understanding of Change Management, Configuration Management and Release management principles
Ability to translate between technical and non-technical people
Ability to thrive in a challenging, fast paced environment
Ability to manage multiple projects & tasks with multiple priorities
Ability to facilitate compromises and resolve conflicting requirements
Excellent written, communication and time management skills
Proficient using collaboration tools and Microsoft office products, specifically Word and Excel
Visio, Access and Microsoft Project proficiency a plus

153

Production Support Analyst Resume Examples & Samples

Manage production support for American Express Travel Online
Accountable for ensuring fast, efficient resolutions against business /customer reported incidents
Evaluate and triage incoming production support requests
Perform issue analysis and resolution within the specified SLAs
Support delivery of departmental KPIs by monitoring daily operational performance and highlighting issues quickly
Ensure minimal impact to service from any upgrades/outages
Coordinate with the wider American Express Travel Online team to successfully deploy software releases in both User Acceptance Testing and Production environments, driving down release day timescales wherever possible
Ensure RCA (root cause analysis) reports are provided for all critical incidents affecting customer facing downtime and ensure mitigating actions are implemented Process improvement
Proactively identify areas and suggest fixes for improvement by doing a thorough analysis of root cause and impact of the defect
Provide technology partners with business direction for site security, fraud/payment issues, automated site monitoring and capacity planning to ensure performance at peak times isn’t compromised
Champion business continuity and emergency procedures plan for the area working closely with internal departments to define and establish appropriate processes to be used in the event of a disaster to the site
Strong communication skills with the ability to communicate complex, technical issues and topics, both written and verbal, to multiple audiences internal & external partners (critical)
Ability to think logically and tactically
Ability to juggle several projects and to manage to tight deadlines
Strong analytical skills able to draw conclusions from data, management information and trends alongside analysis of business processes and stakeholder requirements
Highly self-motivated and result driven with the ability to work without supervision
Experience of effectively coordinating activity across geographically/culturally diverse teams
Proactive attitude to resolving problems and communicating with stakeholders
Ability to remain calm under pressure yet display a sense of urgency
Desire and ability to learn
High levels of energy and tenacity
Flexible approach to working hours to support global markets across multi-time zones
Experience in web operations performance within a transactional website
Agile experience in a B2C or Direct Channels preferred but not essential
Committed to improving and optimising channels to drive sales and process improvement
Knowledge of HTML (preferred), database solutions and understanding of IT infrastructure and software
Experience of external vendor relationship management (preferred)
Be aware of all legal standards affecting online, including Disability Discrimination Act, Distance Selling, Advertising Standards, Trading Standards, European Consumer Rights legislation, EU e-privacy directive (cookie law), EC Air Services Regulation and Data Protection Act etc are adhered to whilst working with legal teams to ensure adherence globally
Qualification in Computer Science/Ecommerce/Mathematics/Statistics/Management (desired)

154

Production Support Analyst Resume Examples & Samples

HS Degree; some college preferred
5+ years experience in production support/help desk/business analyst/support experience with specialized business knowledge
Solid level SQL skills; able to execute a SQL script
Solid server knowledge; understands how systems work together and the impact of change to one system on another
Solid MS Office experience: MS Word, Excel, PowerPoint and Visio
Detail oriented, organized, with the ability to multi-task on a wide range of issues
Strong customer service and end user skills
Experience with relational databases and business reporting tools

155

Production Support Analyst Resume Examples & Samples

This is a W2 Opportunity not C2C*
12 month plus opportunity
Technical support for investment banking trading applications
Provide technical troubleshooting, configuration and deployment for both the applications and their underlying infrastructure
Partner with India L2 support teams to support users across the globe
Automate and streamline support processes
Strong problem diagnosis skills
Ability to work as part of a team - Candidate will work closely with both the desk support, Front office and Development Organization
Monitor Production environments and batch job runs
Assess criticality of defects as it relates to application and business impact
Document daily issues for handover call. Document timelines in case of major outages
Identify and document application issues, raise and respond to tickets, recreate the issues, resolve them or escalate issues developers if needed
Work with developers to analyze and identify root cause of application defects for remediation
Drive standardization for new onboarding processes and controls
Assist in project management, delivering of ASD change projects, and enhancement for our controls
Must Have

156

Production Support Analyst Resume Examples & Samples

When solving a mainframe production or system problem, makes effective use of tools and resources, such as TSO/ISPF, OMEGAMON, Netview, etc. to solve the problem. Makes effective use of tools and resources, such as TSO/ISPF,etc. to solve open systems production or system problems
Monitors client processing for job abends on all LPARs
Monitors internal job processing for component groups (e.g. Storage Management, CPM, etc.)
Resolve raw data abends in conjunction with Extended Powercell
Resolve data transmissions as 1st tier support prior to escalating 2nd level support group
Analyze and resolve JCL abends
JCL experience required

157

Production Support Analyst Fund Services Resume Examples & Samples

Investigation and resolution of application processing queries raised by Business Operations
Supporting project implementations into the production environment
Covering hours outside of UK core hours through rota’d support for on call, occasional bank holidays and adhoc requests for project implementations
Support and initiate internal team projects to improve the quality and efficiency of the service provided
Execution of application and infrastructure disaster recovery plans
You can demonstrate a hands-on approach to resolution of production incidents and the understanding of the bigger picture around production processes
SQL, Database - Sybase / Oracle, Unix – Solaris / Linux, Experience of automation through scripting, job scheduling tools (Autosys, Control-M etc)

158

Teamcenter Production Support Analyst Resume Examples & Samples

TeamCenter Production Support analyst
Extensive/detailed knowledge/experience with Siemens’ Teamcenter
Strong comprehension of Product Lifecycle Management (PLM) principles
Understanding of Multisite and Active Workspace (AWC)
Exposure to Dessault’s Catia
Familiarity with product development/manufacturing concepts and processes

159

Production Support Analyst Resume Examples & Samples

Bachelor's or Technical Degree in the Information Technology field or pursuit of Bachelor's or Technical degree
Flexible to work non-prime time shifts such as nights, weekends, holidays and other unique work schedules that are common in the industry
Software Tools: CA7 (mainframe job scheduler), CA11 (job recovery), AutoSys, UC4 & Lawson (distributed job schedulers), Multibatch, OPS/MVS automation (SMM ops tables, commands and log), Endevor (Source Code), CICS/IMS (relationship and commands), JCL (job control language), TSO/ISPF (time sharing option), Microsoft Office (Microsoft Word, Excel), HP Service Desk, Talisma, Lotus Notes and UNIX commands
Production Code Move Tools: (AMM, Harvest, BOM and Citrix)
Practitioners Certification(s) a plus!

160

Production Support Analyst Resume Examples & Samples

To provide 2nd level Application Support for a wide range of applications working within a global organisation. The successful candidate will need to be energetic, hardworking and willing to take full ownership of issues that arise; ensuring issues are resolved from start to finish. You will be joining an existing team working on tier 1 applications in a fast paced, high pressure environment requiring both individual and collaborative working with other IT and business teams
Troubleshooting/Resolving Application issues
Following escalation processes and managing incident and problems at all times
Other duties or projects, as assigned
Dealing with exchanges/vendors on a regular basis
Organise, validate and approve UAT
Validate all deployments using validation standards
Responsibility for ensuring that you are fully aware of and adhere to internal policies that relate to you, your business or other businesses for which you have any level of responsibility. It is your responsibility to ensure compliance with operational risk requirements (e.g. Golden rules, security policies and regulatory requirements)

161

Web Application Production Support Analyst Resume Examples & Samples

Perform production support activities which involve issue analysis and resolution within the specified SLAs
Support large, complex application and business processes to achieve key business objectives
Contribute to and maintain documentation knowledge base for applications
Customer service and support
3+ years of experience in production support of multiple applications
3+ years of experience in complex SQL scripting (T-SQL and/or PL-SQL)
1+ years of experience with Service Management Tools
Experience with web development technologies such as C# ASP.NET/Javascript/HTML/CSS
Experience with standard SDLC and quality processes
Experience with Microsoft Office Suite
Strong debug/troubleshooting skills
Excellent judgment and problem solving skills
Able to work independently or part of a team

162

Production Support Analyst Resume Examples & Samples

Duties are primarily related to supporting our customers, our products and services in both a proactive and reactive manner
The role will involve dealing and progressing many issues/tasks & requests through to resolution
Monitor and respond to group email inbox
Progress large numbers of outstanding support issues in descending priority order
Technical understanding of the EFTPOS Industry, EMV and/or ISO8583 and/or AS2805
Ability to work unsupervised as part of a team. Ability to set own priorities based on the needs of our customers and internal priorities
At least 5 years previous experience of working in a busy technical/pre-sales/post-sales support role or Production Environment
Working knowledge of Change Management, Problem Management, Incident Management and Release Management processes
High degree of PC Literacy particularly in Windows Server, Windows 7/Windows 10, DOS, Batch Files, Power Shell, Automation
Experience and working knowledge of T-SQL & Supporting multiple SQL Servers (2008 R2 or above), including advanced query writing, experience of DR/Database Mirroring/Clustering/High Availability, Log Shipping, Automation, Database Maintenance and Monitoring
Technical Ability: Must be technically inclined and results driven. The role involves complex problem solving where solutions are often unknown. A proven track record of continuous improvement to prevent recurrence would be highly regarded
ITIL Foundation (or higher)
A working understanding of Software Delivery Lifecycles
Full Driving License
Experience using JIRA and Confluence or similar tools
Operational experience with service monitoring tools like (e.g. SolarWinds, Zabbix or Nimsoft)
Working knowledge of configuring and supporting Linux servers

163

Production Support Analyst Resume Examples & Samples

Participate in an oncall rotation to provide 24 x 7 break fix support
Daily hands-on investigation/research activities to resolve production application issues
Responds to system management alerts to handle system/operations exceptions
Provides prompt recovery and problem escalation for system exceptions
Works closely with support groups to refine system monitoring and reporting, and to assist them in their analysis and problem recovery
Ability to troubleshoot process failures and determine how to fix the code or data issue in order to meet customer service level agreements (SLA’s)
Troubleshoot performance issues and implement corrective solutions
Ability to interact appropriately with clients (i.e. in communication, in handling issues, trouble-shooting production issues, etc)
Work with development groups to manage application changes as they are released to production environments
Develop automated solutions for common support requirements
Enhance knowledge of financial services industry in general and Waddell & Reed business functions, in particular
Experience in providing Application/Production Support (3 - 5 yrs)
College degree in a software development discipline
3 - 5 yrs Application and System Support

164

IT Production Support Analyst Resume Examples & Samples

Work closely with the designated business process area representatives and other business units/users to understand applicable business process requirements in order to support with appropriate IT services and solutions; be an effective IT advocate for the business process area
Become sufficiently familiar with IT applications and systems in order to assist in the troubleshooting of reported errors and/or problems and coordinate timely resolution through other departments (e.g., Systems Engineering, Development, etc.)
Coordinate the analysis/troubleshooting of system/application issues to determine/report root cause and encourage future prevention
Document issues and complaints and pass business requirements and enhancement requests related to IT systems and/or applications on to technical business analysts
Comply with all adopted processes, methodologies, standards, and deliverables associated with Young Livings software development lifecycle (SDLC)
Work closely with IT Production Support Manager to ensure that issues are being addressed for future software enhancement releases
Excellent working knowledge of industry standards and practices in the MLM industry preferred
Demonstrate a sense of urgency
Excellent and seasoned business acumen; exhibit understanding of customer needs and product intuition
Technical background and experience supporting technical software solutions, ideally Web-related products
Capable of managing stand-alone projects unique to assigned business process area
Highly analytical; ability to think strategically and to develop comprehensive detailed specifications
Seasoned in evaluating products and/or services and making recommendations for implementation
Excellent oral and written communication skills in general business and technical environments
Demonstrate good organizational and delegation skills and efficient/effective management of ones own and others time
Is self-directed, responsible, and self-motivated
Able to excel in fast-paced, dynamic environments, with very aggressive issue resolution timelines
Four-year degree preferred or equivalent proven experience; BS in computer science, information systems, or business management is highly desirable
4-7 years of industry-specific, professional work experience
Experience with Young Living's internal computer systems and software applications is preferred

165

Senior Production Support Analyst Resume Examples & Samples

Provides support of our data management processes and documentation (Problem, Incident, Change, etc.)
Complete project tasks on schedule
1 year experience in a Lead/Senior Computer Operations role or 6months of Production Support experience operating in a large scale complex mainframe and distributed environment or work equivalent similar to that of the Assurant Data Center
Possible occasional travel to other Assurant IT locations and Disaster Recovery sites

166

Production Support Analyst Resume Examples & Samples

Setup and maintain development environment
Design and improve the applications and systems footprint
Perform applications integration performance and load test, work closely with development team to improve the application performance
Take care of source code control and management as well as release deployment verification
Provide production deployment support
Prioritize and resolve production support issues and work with teams to investigate production issue root cause, provide the quick workaround and better solution
Participate in integration / test working groups, test readiness reviews and formal system verification of the system requirements and final test reports
Provide the feasibility study to support decision making
Production application daily monitoring and operations
Flexibility regarding working hours supporting production activities, including availability on evenings and weekends as required to support applications
Bachelor's degree in Electrical Engineering, Computer Science
5+ years relevant industry experience
ATG framework and Ecommerce service skill asset
Experience with automation and simplification of tasks
Co-work with team to identify problems, suggest solution and implement improvements, ensure stability and continuity of operations
Building applications using Java, SQL and related technologies with an Oracle RDBMS back end
Shell scripting and integration technologies
Strong, hands-on experience with Weblogic, Apache web server platform
Knowledge of distributed systems running Linux
Knowledge of Apache and other open source software is a big plus
Strong programming skills and good understanding of principles behind service-oriented architecture (SOA)
Quick learner, eager to leverage new technologies in a dynamic team environment
Demonstrated ability to work effectively in a team environment

167

Production Support Analyst Resume Examples & Samples

Participates on large, matrixed project teams. Interfaces with cross functional team members
Strong knowledge of development practices and concepts
Strong knowledge of assigned operating systems (Linux, Windows, Solaris etc)
Strong knowledge of assigned IT platforms (Web, Cloud, VM etc)
Demonstrated knowledge of Splunk and ServiceNow preferred

168

App Support / Production Support Analyst Resume Examples & Samples

2-5 years' experience with ongoing monitoring of the systems/applications; triage and troubleshoot/resolve issues as they arise, escalate if necessary and keep management updated
Support of applications for the Equity Derivatives business and will also need to coordinate activities with the Production Support and Infrastructure teams in the other regions
On-going maintenance, release and deployments on all applications
Responsible for managing Business Continuity Planning (ensure all hardware in both Production and Non- production sites are inline from both a hardware and software perspective) and building/data center powerdowns
Capacity reviews (ensure applications and hardware are correctly sized for sudden increase in business volumes),
Drive Process Improvements and plant automation
Liaise with the development teams and drive application stability
Work closely with the Integration team on application on boarding and provide specifications for tools needed within the operational space to minimize time taken on manual tasks
Follow/use divisions standards, tools and processes
Ongoing monitoring of the systems/applications; triage and troubleshoot/resolve issues as they arise, escalate if necessary and keep management updated

169

Wholesale Business Information Office Production Support Analyst Resume Examples & Samples

Understand CRS and HO system design and production routines and acts as a resource for teammates
Consult with Business partners to determine solutions to meet their account structure and hierarchy reporting needs
Identify impacts and risks associated with downstream consuming systems, applications, and reports
Drive to ensure data integrity through independent identification of issues, data validation, impacts, and root causes
Create and support sound data change management processes
Produce reports on time, without issue by establishing sound procedures for validation and notification routines
Communicate effectively with different types of teammates; system users, EIS partners, Business partners
Lead issues to quick, effective resolution, where resolution may require coordinating work with various EIS, BIO, and Business partners
Design client acceptance testing to ensure system or data changes will not negatively impact production or data consumers

170

Production Support Analyst Resume Examples & Samples

Provide three tier application support to online Mortgage applications and provide assistance to all end users and identify any issues in production
Have very good exposure to Mortgage Loan Origination & Servicing application & services
Participate in periodic meetings related to chairing Production Triage calls with multiple teams, Change Management, Release Management & Incident management teams
Facilitate both internal & external (3rd party) meetings to perform RCA (Root Cause Analysis) to resolve the Production Issue, tracking & reporting them efficiently
Maintain all applications for productions and plan appropriate various strategies

171

Production Support Analyst Resume Examples & Samples

Analyze production incidents and document the resolutions applied
Investigates and analyzes verbal and written production incidents understanding the issue inside highly complex applications
Document incidents and their resolution, facilitating further resolutions
Interact with final users in the day to day support work
Interact with different users and read between the lines to facilitate the incidents analysis
Contributes to the planning for application maintenance removing bugs
Attend incident management (IM) calls to follow production issues and report status from the IT side
Attend IM calls to follow incidents evolution guiding the team to reach the resolution of the incident through final solution or work around
Report IT status regarding the incident, defining next steps
Execute root cause analysis (RCA) to identify root causes and final resolutions to production incidents
Investigates application incidents for missing or incorrect functionality
Assesses incident resolution and estimates application changes
Applies resolutions, leading to timely, error free revisions in applications
E- Bachelor of science degree in computer science or similar
E- 3+ years of production support experience /software development experience
E- Advanced knowledge of one or more software development languages and proficiency in all related languages
E- Advanced knowledge of relevant operating systems and communication interfaces
E – Ability to communicate and negotiate solutions with the productions team members
P- 4+ years of IT experience
P- Experience working with onshore and offshore vendor partners
Handle of T-SQL
Language DML, DDL
Store Procedures (Dynamic query’s )
Triggers
Transactions
Management and error trapping
Data manipulation (multi query tables & Multi Database)
Database creation
Users Administration
Database backup
Restoring Database
SQL Server Profiler
Windows Applications
Heritage
Interfaces
Arrays
Threads
Layers programming
WEB Applications (ASP.Net, ADO.Net)
Windows Services
Java Script
Jquery

172

Associate Production Support Analyst Resume Examples & Samples

Direct client interface
Managing a network of third-party brokers
Coordinating property information
Valuation reviews
Marketing material creation
Analyzing data and producing monthly and ad-hoc reporting
Facilitating negotiation discussions
Tracking properties through the sales process
Producing/reviewing sales contracts
Business degree from a four year accredited university
Minimum 2 years of related work experience
Committed interest in real estate
Strong financial/analytical skills
Self-starter and team player
Intellectual curiosity and experience using Excel, Word and PowerPoint
Interest and experience in rural markets or the timber industry would benefit the candidate

173

Unix / Linux Production Support Analyst Resume Examples & Samples

Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives
Ensures information controls, back-up and recovery strategies are in place across all environments
Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
Develop and maintain relationships with technical staff, end users and clients
3+ years experience managing UNIX/Linux environment
3+ years experience with distributed applications (Oracle, SQL, SQL Server, UNIX, Linux, Java, Java servlets and JSP, Spring, Hibernate, etc.)
1-3 years experience in UNIX shell, Perl, Python, or similar scripting languages
1-3 years experience utilizing scheduler software such Control-M or Autosys
1-3 years experience using PEGA tool
Strong analytical & trouble shooting skills required
Knowledge of Splunk and WILY is a plus
Experience working with scheduling tools like Autosys/Control-M is a plus
Experience supporting mission-critical in financial services industry, particularly in a mortgage servicing environment, is a big plus
Must be able to work calmly and effectively in a fast-paced, high-pressure environment while balancing competing priorities
Must have “Can do” attitude which can identify problems, take ownership, and provide solutions
Must Possess excellent trouble-shooting skills, and the drive to help internal/external customers
Must demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
Must demonstrate creativity, innovation and high performance

174

Production Support Analyst Resume Examples & Samples

Duties are primarily related to supporting our customers, Verifone products and services in both a proactive and reactive manner. It will involve dealing and progressing many issues/tasks & requests through to resolution. Monitor and respond to group email inbox. Progress large numbers of outstanding support issues in descending priority order
Maintain technical knowledge to advise customers on function and operation of Verifone products and solution
Perform any other duties as assigned to deliver impactful results and add value to the organization
Bachelor’s degree in Computer Science or related field (or equivalent degree and experience)
ITIL certification in IT service management
At least 5 years production support experience in payment systems with database mirroring/clustering/high availability architecture, as well as database maintenance and disaster recovery
Experience in T-SQL, supporting multiple SQL servers, and writing advance SQL Query
High literacy in Win OS, Windows Server, batch files, and PowerShell script and automation
Ability to learn Verifone payment terminal and management system, as well as service monitoring tools like SolarWinds, Zabbix or Nimsoft
Strong troubleshooting skills with the ability to resolve moderately complex technical issues
Customer focused and a team player that is resourceful, self-motivated and able to work under pressure with minimum supervision, beyond normal hours where necessary
Good interpersonal and communication skill in English & Thai, both written and spoken

175

Production Support Analyst Resume Examples & Samples

Work with an existing production support team to ensure normal processing continues to work efficiently
You will be accountable to business and technology management for end-to-end application scoping, planning, development, implementation and post-implementation maintenance and support
Oversee installations and release management including the final production acceptance review and signoff; manage the issue resolution process for any application production problems Oversee operations monitoring and capacity management
Define an overall vision within the environment as well as develop a strategy and guidelines to work toward that vision within the committed workload and timeframes
Oversee formal performance testing process
Help manage the relationship with internal and external services vendors to ensure superior service delivery for all application core technologies
Work with Application Developers and Business Managers to define and monitor Service Level Agreement's and negotiate appropriate support commitments for existing products
Establish/communicate an architectural vision that will enable group to implement changes into the target reporting environment and other Analytical systems in a more timely and efficient manner
Establish/communicate a technology vision that will integrate the various source systems into the target environment and infrastructure
Plan, architect, analyze and oversee code development, testing and documentation to satisfy business requirements for large, complex projects
Partner with the infrastructure team to identify and enforce best practices for all aspects of systems development including requirements, design, build, and test/validation
Drive efforts related to reporting rationalization and re-build in the target state platform in partnership with risk team
Must possess a willingness to learn, the ability to effectively communicate findings verbally & in written/presentation format and be able to work in a matrix structure with minimal supervision
Help drive data dictionary and robust metadata efforts that will be used across the LOB
Working in a complex data environment, partner with the business and IT to find creative data solutions to business problems
Communicate complex issues in a crisp and concise fashion to multiple levels of management
Assure the integrity of data, including data extraction, manipulation, analysis and reporting
Partner with data community to ensure that all reporting is developed, tested, and maintained in accordance with established corporate and team standards
Partner with other IT teams to implement new data sources and ensure consistent definitions are used in reporting and analytics
Proactively generate ideas for improvement in reporting as well as new ways of looking at information
Work with business functional area counterparts to develop interactive dashboards and management reporting using business intelligence software
Bachelor's degree in a technical or quantitative field with preferred focus on Information Systems
5+ years of relevant development life cycle experience in systems and applications including systems/application design; Production support experience is a plus
Extensive experience with SQL Server database environments leveraging databases, tables/views, stored procedures, jobs, etc.
Experience with Unix scripting and running UNIX shell scripts
Financial Services experience is preferred
Commercial lending experience is strongly desired; Commercial Auto Finance experience is a strong plus
Strong ability to understand complex lending business processes, associated dependencies and the translation into corresponding data segments is required
Experience working with datasets and some querying capability (data manipulation / reporting) required
Experience with various data modeling concepts, tools, methodologies needed
Demonstrated experience in the use of MIS tools ( TOAD, APEX, SAS) is desired
Detail oriented coupled with the ability to show initiative, good judgment, and resourcefulness
Demonstrated independent problem solving skills and ability to develop solutions to complex analytical/data-driven problems
Demonstrated understanding of the SDLC life cycle
Proficiency within the Microsoft environment (Windows/Outlook/Office Suite)
Excellent interpersonal skills necessary to work effectively with colleagues at various levels of the organization
Able to self-organize/manage multiple priorities and projects coupled with the flexibility to quickly adapt to ever changing business questions and needs
Must possess the ability to work and research/resolve issues independently while sharing best practices and knowledge with colleagues & team members
Technical understanding/experience in the following
Knowledge of troubleshooting
Familiarity with Metadata, Data Quality and Data Profiling

176

Informatica Production Support Analyst Resume Examples & Samples

Support ETL Informatica applications and Administration
Installation and Configuration of Informatica
Coordinate/Plan & Execution activities related to platform maintenance, Disaster Recovery and Software release management
L3+ escalation for Platform Issue resolution, troubleshooting and root cause analysis
Perform Capacity & Stability monitoring
Assist with Platform metrics collection and reporting
Hands on Experience with the Informatica PowerCenter v9.x Software Installation and Configuration
Working knowledge of Linux/Unix
Proven troubleshooting & issues resolution skills
Ability to analyze & communicate root cause and resolution steps
Familiarity with Informatica Best Practices
Hands-on Installation & configuration experience with Informatica Big Data Governance Edition v9.6
Working knowledge of the key elements & differentiators of PowerCenter v901, v9.1, v9.5.1 and v9.6
Familiarity with Kerberos v5.x configuration and integration to Informatica v9.5 and v9.6
Experience with connectivity configuration for data virtualization software such as Composite
Working knowledge of Control-SA and AD authentication models and LDAP integration to Informatica PowerCenter v9.x
Ability to work in a complex matrix environment
Desire to lead and take ownership of the projects
Ability to quickly grasp the business needs and be able to adapt to the changes
Informatica Administration, Installation & Configuration on Unix platforms, Informatica Security & Authentication, Informatica Big Data Governance

177

Production Support Analyst Resume Examples & Samples

Analyze Production ticket
Test scenario in lower environment
Leverage policy knowledge to validate outcome
Leverage analytical skills to understand root cause
Work with development team to coordinate and priortize defect fix
Bachelor's degree or equivalent years of experience

178

Production Support Analyst Resume Examples & Samples

Develops solutions to a variety of problems of moderate scope and complexity that require judgment and ingenuity referring to policies and procedures for guidance related to improving business systems and processes. Work is reviewed for accuracy and adequacy
Provides day to day support to respective business group, including monitoring interfaces, troubleshooting issues, supporting end users, etc
Develops, coordinates, and implements plans to test business and functional processes on newly released software to ensure it meets business needs and downstream systems. Consults with vendor and personnel to obtain additional information during testing
Assist field technicians with technical support issues and questions
Responsible for onboarding and ongoing support of 3rd party contractors/vendors utilizing respective system
Liaison between software vendor and company, responsible to ensure system is meeting needs of company, including managing new functionality requests and integrations
Coordinates the work of others to develop, test, install, and modify programs. Tracks and documents changes to functionality
Performs other duties as required. These duties may include assignments in job classifications other than the primary assignment

179

Production Support Analyst Resume Examples & Samples

Manage and support production incidents and different infrastructure environment with minimal guidance
Provide technical supervision and consultation to users, assess their technical needs and requirements
Monitor alerts, server health, application services and ensure 24x7 availability of the
Work with Development team in planning and executing test cases for integration
Improvement
Provide optimization recommendations through historical analysis and forth coming
Experience with Shell scripting/UNIX environment and integration technologies
Strong, hands-on experience with Web logic, OSB and SOA server platform
Experience with Java, Web logic is a must
Experience with incident, change and problem management process align with ITIL
Framework
Knowledge of networking (TCP/IP, Firewall rules) and UNIX\WINDOWS servers and
Ability to work independent and to think out of box to support different technical and

180

Web Applications Production Support Analyst Resume Examples & Samples

* This position will allow “work from home” for candidates local to the Las Vegas area. Position requires the ability to work 9-6 PDT during spring/summer months, and 8-5 PST during fall/winter months to accommodate daylight savings time zone changes for 24x7 global production support rotation
Develop a broad knowledge and understanding of technology and business related items in order to identify and priorities issues and their solution
Strive to deliver exceptional customer service to end users who are reporting issues
Diagnose problems, define and co-ordinate the implementation of solutions individually and with other global group members
Work on minor enhancements and bug fixes as well as production support
Ensure shift handover to next schedule support teammate
Adhere to ITIL processes

181

Production Support Analyst Resume Examples & Samples

1 – 2 years of relevant experience
Financial modeling, EXCEL
ARGUS, preferred

182

Production Support Analyst Resume Examples & Samples

Work with business to understand the issues and resolve them with technical or functional solutions
Respond to production issues within SLA and resolve the issues
Communicate with stakeholders on regular basis with status reports
Drive team to achieve common goal
Analyze complex problem with various available tools and design effective and efficient solutions
Work closely with core development team to prevent leaked defects
7+ years of experience in Java/.Net technology
2+ years of experience working in production support capacity
2+ years of experience working in Onsite-offshore model team structure
2+ years of experience in project lead capacity
Knowledge on DevOps practice
Strong verbal/written communication skills

183

Production Support Analyst, / Payroll Resume Examples & Samples

Responsible for research and resolution of escalated issues for Payroll, Data Entry, Manual Checks, Garnishments, and Interface Management
Responding to all inquiries representing all support levels to client retained team, internal MPS and Shared Svc Teams
Perform trouble shooting, analysis, research and resolution related to all post-payroll processing and communicate resolution with clients and internal MPS teams
Perform production exception processing support for the Shared Svc teams
Serve as a single point of contact and provide full research and resolution of escalated issues from multiple sources including both internal and external clients while thoroughly documenting all cases in Seibel
Work very closely with Shared Svc teams to provide information and to test and configure new client startups through both UAT and PAT cycles
Act as an additional resource to assist with training of the Shared Svc and MPS (as required) teams on client specific changes
Develop and maintain research and resolution knowledge via the COS Portal
Conform to ADP's standard operating procedures and processes to meet production and client requirements and SLAs
Demonstrate accountability, compliance, and adherence to complete payroll quality standards, ADP policies, SAS70 and confidentiality
Identify and resolve systemic or broad client impacting issues related to the client Database and/or Documentation
Conduct research, and work closely with the production teams to help create Production Exception Reports (RCA Documentation) that can be presented directly to our clients, and monitor success of resolution
Identify vulnerabilities and opportunities for improvement, as well as maintain stats and record issues to help develop a trend analysis that will drive improvement in all areas of Shared Services. (Work closely with CIG)
Perform data analysis to identify systemic issues and identify trends
Develop and drive implementation of systemic issues prevention plans
Track and report success of all prevention plans
Build relationships of trust, respect, and partnership by providing World Class Service to our external clients and our internal production and support teams
Work directly with production team leadership and external clients to resolve areas of client dissatisfaction and prevent further occurrences
2-4 years multi-state payroll processing experience or the equivalent in the areas of: Manual Checks, Garnishments, Data Entry, Interface Management or other directly related work experience
HS Diploma
Technical experience to include some troubleshooting experience
Experience with research and resolution, preferably within payroll or related subject matters
Analytical and consultative skills
Able to work 8am-5pm, as well as work a later shift (such as 11am-8pm) at least once a week, Monday thru Friday
Have the flexibility to work longer hours as needed, especially during year-end processing
Some college
FPC certification

184

Production Support Analyst Resume Examples & Samples

Ability to keep schedule, make tight deadlines, work timely and independently
Manage batch related issues and status, escalate when items are not addressed (this is a critical day to day task)
Timely and accurate user notifications
Assist with report to support monthly metric reporting
Coordinate and perform Disaster Recovery test
Assist with gathering of sox/audit evidence
Ability to prioritize and engage management in situations when prioritization is a challenge
Investigation of root cause analysis and corrective action
Basic knowledge of UNIX and SQL
Basic knowledge of ITIL - Understanding of the Service Support and Delivery disciplines. Aware of the importance for incident, problem and change management procedures for day to day support activities

185

Production Support Analyst, Senior Resume Examples & Samples

Serves as a Subject Matter Expert providing guidance to lower level workers
May schedule work, train, mentor, and/or coach other employees
Conveys team goals effectively through strong written and verbal communication skills
Works on moderately complex issues where analysis of situations requires an in-depth evaluation of variable factors
Has the ability to resolve issues in creative and effective ways
Supports and maintains the application suite
Resolves issues in a timely manner
Collaborates with other application and technical resources when resolving a problem or implementing a system change
Provides on-call support outside business hours as needed
Updates and maintains required systems documentation, following the documentation standards where applicable
Owns operations of the applications tool set
Coordinates with other teams and peers to ensure that the system runs and interfaces smoothly
Communicates status to team on a regular basis regarding problems and issues in Production, so they can be communicated to the Business Area
Maintains flexibility in response to requests
Understands how the applications support business processes and apply this knowledge to solve defined business problems
Participates in systems migration planning and execution
Prioritizes work to ensure that team objectives are satisfied
Analyzes current application process and recommend improvements
Participates in review of high-level design
Develops and sustains a high level understanding of the competitive energy markets
Increases and maintains proficiency on operational methodologies and concepts
Identifies and acts upon functional and technical design and system architecture improvements
Updates team policies, processes, and workflows for submission to the Production Services Manager
Minimum 5 years’ experience required. Seven years’ experience preferred

186

Production Support Analyst Resume Examples & Samples

You support the firm's application service across over 500 LINUX servers, utilizing tools such as GENEOS monitoring, Perl scripts, and other automated solutions to ensure stability within the environment
You manage internal / external customer’s inquiries that may require building and running SQL queries
You navigate Sybase database tables and views; additionally, invent, drop , and update records as needed
Perform production changes to XML configuration files, deployment of tar packages, and the ability to write in vi editor during releases, or updates to the proprietary platform
Search and identify discrepancies via log file scraping tools and other LINUX based utilities and resources
Take multi-level ownership on production outages which would allow for investigation and reporting of incidents in succession to bring production back to operational ASAP
Review all the changes for production environment. Planning, coordination and meticulous deployment of changes to production
Overnight and weekend on-call responsibilities
Provide ‘Follow the Sun’ support for non-Americas applications
Display excellent verbal and written communication skills and adequately articulate concepts effectively to business users and technologists at all levels
Perform program management in order to outline delivery schedules, ensure issues are tracked and chased with partner or internal teams, while inspiring change to product design that places emphasis on proper operation
You possess previous experience in technical support of large scale high-demand trading applications
Experience with Shell, Perl, UNIX, SQL and Sybase technologies
Experience with incident management and development management support
Full grasp of monitoring platforms, specifically the GENEOS monitoring tool
Capable of handling and supporting infrastructure related needs that are depended upon by applications services
Bachelor's Degree is required preferably in Computer Science

187

Oracle Production Support Analyst Resume Examples & Samples

Working the Service Now Help Desk tickets and issues via the Incident Management process Open, monitor and work Oracle SRs by utilizing your skills, experience and knowledge of Oracle. This includes coordinating/communicating with functional SMEs
Assist the functional, development and operational team members to resolve issues
Resolve customer issues submitted, via Help Desk Service Now
Setup and configuration of Oracle Financials modules as required
Work closely with Oracle Development team as outlined in the migration process for moves from DEV to UAT to Production or Production Support to Production, if required
Research, identify patches or other Oracle solutions and manage via the inComm Oracle Patch Process
Open, monitor and work Oracle SRs by utilizing your skills, experience and knowledge of Oracle. This includes coordinating/communicating with functional SMEs
Actively oversee and coordinate the work of functional, development and operational team members to resolve issues
Technical contact for non-database related problems with 3rd parties (Banks, Vendors) & 3rd party software vendors for assistance in Production problem identification and resolution
Position requires 24x7 On Call rotation supporting production EBS environments
Minimum 4 – 6 years’ experience with Oracle ERP Financials R12 in a support role is required
Previous experience in at least 3 or 4 of the following modules, GL, AP, AR, PO, INV, Channel Revenue Management (ChRM) & CM modules (R12) is required
Previous experience in one or more of the following modules, PA, FA, iExp, iProc, OM or Advanced Pricing a plus
Experience in SQL, PL/SQL, Oracle 8i/9i/10G, Oracle Discoverer (10G), required
Knowledge of Oracle Alerts, Workflow and Concurrent Manager required
Experience with interface creation and support via EDI and Oracle API required
Must be available for after-hours support, especially during month end closing
BS in Computer Science, Information Technology, or related field
Strong communication skills with the ability to explain technical concepts to functional users using the appropriate level of detail is critical
Customer service focused with the ability to effectively organize tasks, manage multiple priorities/details, meet schedules, and deliver on customer commitments
Excellent critical thinking and problem solving skills
Ability to work independently and resolve complex problems
Excellent organizational skills, ability to work well in a fast paced environment, ability to evaluate and manage priorities
Relationship building
Ability to collaborate and work well within a team
Ability to share knowledge, and expertise
This position is eligible for the Employee Referral Bonus Program - Tier 4

188

Interface Production Support Analyst Resume Examples & Samples

Responsible for research and resolution of escalated issues for Payroll, Data Entry, Manual Checks, Garnishments, and primarily Interface Management
Responding to all inquiries representing all support levels to client retained team, internal MPS and Shared Svc Teams
Perform trouble shooting, analysis, research and resolution related to all post-payroll processing and communicate resolution with clients and internal MPS teams
Perform production exception processing support for the shared svc teams
Serve as a single point of contact and provide full research and resolution of escalated issues from multiple sources including both internal and external clients while thoroughly documenting all cases in DASH
Work very closely with Shared Svc teams to provide information and to test and configure new client startups through both UAT and PAT cycles
Serves as consultants to Managed Payroll, Manual Check, Garnishment, Data Entry and Interface Management teams as needed regarding such topics as proper tax/lien setup by state, system errors, report running, historical data edits, technical interface issues and others tasks as needed
Act as an additional resource to assist with training of the Shared Svc and MPS (as required) teams on client specific changes
Develop and maintain research and resolution knowledge via the COS Portal
Conform to ADP's standard operating procedures and processes to meet production and client requirements and SLAs
Demonstrate accountability, compliance, and adherence to complete payroll quality standards, ADP policies, SAS70 and confidentiality
Identify and resolve systemic or broad client impacting issues related to the client Database and/or Documentation
Conduct research, and work closely with the production teams to help create Production Exception Reports (RCA Documentation) that can be presented directly to our clients, and monitor success of resolution
Identify vulnerabilities and opportunities for improvement, as well as maintain stats and record issues to help develop a trend analysis that will drive improvement in all areas of Shared Services. (Work closely with CIG)
Perform data analysis to identify systemic issues
Develop and drive implementation of systemic issues prevention plans
Track and report success of all prevention plans
Build relationships of trust, respect, and partnership by providing World Class Service to our external clients and our internal production and support teams
Work directly with production team leadership and external clients to resolve areas of client dissatisfaction and prevent further occurrences
2-4 years multi-state payroll processing experience or the equivalent in the areas of: Manual Checks, Garnishments, Data Entry, Interface Management OR other directly related work experience to include technical and analysis experience
HS Diploma
Excellent communication skills (verbal and written)
Familiar with FTP (what it is and how it works)
Experience with SQL and how it is used
Familiararity with varying file formats and delimiters
Ability to collaborate with others (clients and internal partners)
Ability to troubleshoot technically complex issues
Experience with research and resolution
Experience identifying data variances, exceptions and making proactive recommendations and/or solutions to prevent short and long term recurrence
Analytical and consultative skills
Flexibility to eventually be on call for one week (on a rotation)

189

Production Support Analyst Resume Examples & Samples

Degree preferred
Able to build productive working relationships internally and externally and work as a team
Excels in fast-paced, agile team environment
Aptitude for learning
Strong problem solving, analytical, and critical thinking skills. Must be able to understand and interpret complex business requirements and regulatory concepts within the insurance industry
Technically proficient – Advanced knowledge of Microsoft Office Suite. Familiarity and understanding of relational databases and SQL. Knowledge and experience with MS Project is a plus
Able to accomplish individual and team goals through personal organization and time management. Must be highly organized, detail-oriented with the ability to multi-task to meet deadlines

190

AS Production Support Analyst Resume Examples & Samples

Analyzing business requirements, processes, data and systems to determine appropriate solutions
Providing support to the application
Designs, codes, tests, debugs and documents software according to NTT Data Services' systems standards, policies and, procedures, security and compliance requirements
Interacts with business users, I/T, vendors and customers to define current and future application requirements
2+ years of strong foundational skills in RPG free format and ILE, CL, SQL, DDS and SDA
Experience in production support/operation on AS/400 and I-Series platforms
Familiar with DB2 data structures and logical views
Familiar with I-Series debugging and troubleshooting skills
Strong SQL knowledge on the Iseries and ability to monitor and support batch jobs
Cost accounting background
Background in creating centralized and distributed databases
Able to work and coordinate with technical teams across the country and internationally

191

Production Support Analyst Resume Examples & Samples

Will be required to test and support code client processes and applications
Will be required to test and produce ad hoc reports from any of the following RDBMS databases such as Oracle, SQL Server and DB2
Will be required to make us of analysis tools (UNIX & SQL) and development skills to analyze production issues
Will be required to provide estimates for work to be delivered
Required to produce documentation, test plan creation, test execution, test results recording and follow-through
Requirement to work outside regular business hours and provide 24/7 support (rotational pager support)
Understanding of RDBMS databases such as Oracle, SQL Server and DB2
Ability to use analysis tools (UNIX & SQL) and development skills to analyze production issues
Ability to estimate work (documentation creation, test plan creation, test execution etc…)
Solid experience in testing methodology – planning, preparing and executing test plans, setting up test data
Proven ability to create and follow process documentation
Strong background in client and customer services
Experience with application support and dealing with customer issues
Experience conducting technical investigations and making solution recommendations in order to resolve client needs
Experience working with Mainframe, Window and Unix platforms
Understanding of banking applications and terminology
Previous development experience using languages such as COBOL, Java, or Basic is a definite asset

192

Production Support Analyst Resume Examples & Samples

Qualified individuals will support production management by monitoring and reporting case backlogs and adjusting team and/or analyst priorities to maintain compliance with service level agreements
Minimum of five years of experience in business or data analysis
Experience in healthcare
Experience in enrollment transactions

193

Tech Production Support Analyst Resume Examples & Samples

Web/IVR Release Management
5 or more years’ experience IVR/Web products, applications, release management, content management, trouble-shooting, and development support
Bachelors’ degree or equivalent experience
Customer Service-focused

194

Production Support Analyst Resume Examples & Samples

Windows Server experience required
Experience working in virtual environments required
Linux experience preferred
Spectrum or PRTG experience preferred

195

Production Support Analyst Resume Examples & Samples

The primary responsibility is to provide front line support to the business and downstream IT teams, to ensure continued availability, effectiveness and accuracy of production systems
Reporting to the European RTB Lead for Instrument and Price Support, this role will be based in our Prague Office, an integral part of our global team spanning London, Pune, and New York. This role will deliver second and third level support services across a suite of key applications
Front line support to the business and downstream IT teams across the Instrument & Price suite of applications
Undertake projects as required, including the following areas: capacity and performance management, monitoring initiatives, infrastructure upgrades, new tools, application onboarding, and automation
Proactively improve the quality of systems and service, and increase business value by embedding in a Continuous Service Improvement (CSI) process
Develop knowledge in Reference Data IT systems as required, proactively learning the environment and assisting in the training of new team members
Participation in Change Management activities, including change review/sign-off, and deployment to production
Participation in Business Continuity activities including Disaster Recovery Tests and Work Area Recovery tests

196

Production Support Analyst Resume Examples & Samples

Application development to support new features, requests, fixes, etc, for the existing development queue and new projects as needed
Development work related to CCAR, which will include data tagging, reporting and the building out of historical data sets
Be able to read, understand and perform fixes to code in support of daily regulatory reports
Work on new business, both project related and course of business
Escalate and address any issues affecting daily and monthly batch procedures that may impact delivery to our business users
Experience working within global teams across different locations
Experience working with large volumes of data within a data warehouse
Working knowledge of data warehouse technical concepts and designs
Working knowledge of technical concepts and designs for business intelligence & adhoc/query reporting
Working knowledge of Microsoft SQL Server and SSIS stack
Advanced knowledge and extensive experience working with SQL
Advanced skills working with Microsoft Excel
Financial industry knowledge, especially as it relates to a balance sheet, is preferred. This includes the types of instruments held by a banking institution for its day to day operations
Working knowledge of Java and UNIX/Linux for integration of Hadoop and Jasper soft reporting is a plus

197

Production Support Analyst Resume Examples & Samples

High School Diploma or equivalent (4 - 6 years’ experience)
Must be able to obtain a Public Trust clearance
Working knowledge of Oracle Federal Financials, Unix and Control-M Workload Automation is very helpful but not a requirement

198

Production Support Analyst Resume Examples & Samples

Monitor alerts, server health, application services and ensure 24x7 availability of the Production environment
Perform Problem determination, coordinate with various teams and raise incident for all Issues, analyze root cause and assist in efficient resolution of all production issues
Coordinate for releases, deployment, validation, patching activities etc
Identify the operational process gaps upfront as part of the design and development of the projects and provide preventive solutions
Work with Development team in planning and executing test cases for integration testing, ensuring adherence to standards and design specifications
Perform application optimization by working with developers, customers and system support personnel. Increase application reliability and availability through process improvement
Identify possible integration constraints in relation to other IT systems and dependencies
Provide optimization recommendations through historical analysis and forth-coming projects. Extends awareness of risks associated with application development, potential impacts, incorporating risk planning and mitigation
Participate in disaster recovery planning and execution, conduct release and deployment planning meetings
Review and approve from support perspective technical solution designs and test plans, detailed design documents, operating support instructions, operations management/deployment plans
On Call after hour support
Experience with Java, Weblogic is a must
Experience with incident, change and problem management process align with ITIL framework
Knowledge of networking (TCP/IP, Firewall rules) and UNIX\WINDOWS servers and infrastructure environment, knowledge in SAN and NAS
Maintain Rogers standards for application and workflows, implementations and service
Experience in project implementations and support application environment

199

Mainframe Production Support Analyst Resume Examples & Samples

Provide analysis, support and testing services in support of enterprise-scale financials and banking applications
Contributes to the development and evolution of HP reusable assets
Participates as a member of a design/development/support team
Must be up-to-date with mainframe technologies as well as the traditional mainframe toolset
Provide application support including trouble ticket resolution and potentially off hours support as part of a production support team
Requirement to work outside regular business hours and provide 24/7 support (rotational pager support
Will be required to test and support code client processes and applications
Will be required to test and produce ad hoc reports from any of the following RDBMS databases such as Oracle, IMS and DB2
Will be required to make us of analysis tools (UNIX & SQL) and development skills to analyze production issues
Will be required to provide estimates for work to be delivered
Required to produce documentation, test plan creation, test execution, test results recording and follow-through
Five or more years of experience working on the z/OS platform
Strong knowledge of JCL, TSO, ISPF
Strong knowledge of mainframe storage solutions and database technologies including ISAM, VSAM, IMS DL/I, DB2, Oracle
Demonstrated experience using COBOL. Knowledge of JAVA is an asset
Knowledge of the software development processes and best practices for both Iterative and Incremental projects
Desirable: ITIL Foundation Certification
Ability to use analysis tools (UNIX & SQL) and development skills to analyze production issues
Ability to estimate work (documentation creation, test plan creation, test execution etc…)
Solid experience in testing methodology – planning, preparing and executing test plans, setting up test data
Proven ability to create and follow process documentation
Strong background in client and customer services
Experience with application support and dealing with customer issues
Experience conducting technical investigations and making solution recommendations in order to resolve client needs
Understanding of banking applications and terminology

200

Application Production Support Analyst Atlas Resume Examples & Samples

Contribute to projects as an Analyst Developer and Single Point of Contact for Business Analyst
Excellent analytical skills and strong problem-solving/troubleshooting skills required
A very good team player and to be able to work independently
Good English verbal and written communication skills. Be able to communicate with team mates, users and managers easily. (French a plus)
Knowledge of CMMI (Capability Maturity Model Integration)
Knowledge of Agile methodology

201

Production Support Analyst Resume Examples & Samples

Need to review application/platform changes and ensure all mandatory artefacts attached so that risks associated with change are understood and mitigation done
Will need to participate in Incident management process in person and follow escalation processes along with sending notification to clients periodically
Group email management and take ownership to track & resolve issues coming via mail
Facilitate coordination across streams and the wider teams during incidents and key market and holiday events
Perform reviews of all open production items with the development teams and push for updates and resolutions to outstanding tasks and reoccurring issues
Approach support with a proactive attitude, working to improve the environment before issues occur
Focus knowledge management across the supported applications and ensure full compliance
Getting things done in large organizations – understanding of where to use processes and how to build and operate a network
Exceptional written and oral communication skills, including the ability to communicate technical information to a non-technical audience and with executive levels. Relationship management skills
Experience working with virtual and global teams / Intercultural awareness
Experience with using UNIX, Linux, Wintel, Perl/Shell scripting, as well as ability to write SQL to extract and patch data in Oracle databases. Familiarity with JAVA and .Net
Experience of Monitoring tools such as Geneos, Netcool, Tivoli
Experience of end to end Level 2 production support and good overview of production support
Experience of run-book execution

202

Production Support Analyst Resume Examples & Samples

Provide functional and business expertise for IT projects and business systems support
Monitor (ServiceNow) trouble management system to ensure all reported production issues are addressed according to published service level agreement
Provide system expertise to IT training team in support of new employee training and ongoing system training needs
Perform assigned tasks from the regular production support checklist
Perform configuration management for implementation of new system functionality into production
Provide and coordinate support for the QA environment and the QA team
Support Infrastructure and Application enhancements
Support New Network Launches and Rebrands configuration
Provide yearly upfront support including after hours and weekend support
Participate in the design process to ensure that business requirements are being satisfied
Ensure compliance with Discovery’s Software Development Lifecycle documentation and mandated compliance requirements for all application changes
Ensure that scheduled jobs (e.g., SSIS packages, cron jobs) complete successfully and escalate to the Lead when needed in the case of complex discrepancies
Assimilate system knowledge and application behavior through the review of Interface Control Documents (ICD’s)
Communicate issue status to internal and external stakeholders, including senior leadership
Familiarity with MS Office products; primarily Access and Excel – ability to troubleshoot, debug, do lower level coding/pivots etc

203

Production Support Analyst Resume Examples & Samples

Ensures security and maintenance requests are processed in a timely manner
Maintains a good working knowledge of the applications(s) supported including: Purpose, capabilities, limitations and use within the business
Develops functional requirements to meet business objectives
Partners with IT to ensure understanding and translation into technical requirements
Ensures reported incidents are tracked and documented (including scope, resource requirements, and impact)
2 years HR experience preferred

204

Cics Production Support Analyst Resume Examples & Samples

Analyze and debug WebSphere MQ series performance problems utilizing Tivoli Enterprise Portal (TEPS), ITCAM, Introscope, etc
Analyze and debug WebSphere Application Server (WAS) problems including heap usage, garbage collection, CPU response and backend systems
Troubleshoot other WebSphere related issues utilizing EJES to check logs, TEPS, ITCAMS and Omegamon
Respond to Hot Terminal, SSA Alerts and email messages identifying problems
Identify and report Z/OS, JES3, Top Secret and other underlying system software problems
Identify and troubleshoot CICS and database problems
Download CICS system and application dumps
Perform CICS system dump analysis and provide recommendations
Troubleshoot DB2, Oracle and IDMS problems
Demonstrate CICS programming experience using, Java, Common Business Oriented Language (COBOL), or assembly to identify/isolate problems
Upon determination and resolution of a problem, ensure that all members of the monitoring room staff, management, developers and customers are briefed on the problem including how the problem was detected, resolution alternatives and reasoning for the course of action taken
Z/OS
WebSphere MQ
AbendAid

205

Senior Production Support Analyst Resume Examples & Samples

Be part of Global production support team supporting health and compliance of Technology Infrastructure systems including but not limited to, UNIX and Windows Servers, Storage (NAS/SAN), backups and Databases
Perform support tasks as documented and aligned to each technology platform supported. This includes but is not limited to: UNIX, Linux, Windows Server, NAS, SAN, Backups, DB2, Hadoop, Sybase, SQL
Ensuring critical issues are attended in a timely manner and escalated when appropriate
Prioritizing tasks and adhering to Service Level Targets
Contribute in Root Cause Analysis’s
Relevant Experience in managing Linux & Solaris and Windows Server Operating Systems
Understanding of SAN/ NAS and associated protocols
Good working knowledge with DNS, NIS, LDAP, DHCP, autofs, NFS, TCP/IP, NTP
Delivering the technical tasks within defined timescales and to standards agreed in relevant Service Level Agreements with client
Meeting various other Quality KPIs like UAT First Time Pass, Zero Downtime etc, wherever applicable
Participating in various client meetings for strategy making, providing inputs wherever applicable
Active involvement in Project work, should be able to outline the project plan and implement it further
Initiate and align all the standard processes in the corresponding service to adhere to ITIL standards and implement best practices
Perform peer-reviews for the team-members to ensure the quality deliverable
Should have excellent client facing skills and understand the client requirement, presentation and documentation skills
Perform Technical Interview (level1) and mentor the new starters and junior team members
Improve the processes to make it cost-effective (in terms of efforts)
Adapt upcoming technologies that could be used going forward for day-to-day delivery (as per the latest trends) and building capabilities on these within the team
4-7 years of experience, Graduate in IT (preferably)
Must have experience in Technology Application
Should be proficient in Problem Diagnosis & Solution and Technical Process Expertise
Should have progressing skills in Technology Solution Design

206

Production Support Analyst, DB / DBA Resume Examples & Samples

Provide both order-of-magnitude and detailed estimates for software development activities and artifacts. Develop and refine estimating models based on previous project actuals and trends to improve accuracy of estimates
Perform troubleshooting and debugging of Information Technology systems and products to improve performance of products. Partner with business partners and develop teams to identify and implement process to provide technical operations and testing of applications
Follow good documentation practices, including producing and managing formal artifacts as well as writing clean, readable and standards-compliant code and unit tests. Serve as serve as primary or backup contact to define non-functional specifications and contribute/ drive to application/system design for supportability, maintainability and reliability aspects
Supervise project teams in a matrix environment. Monitor milestone and project status. Partner with internal and external consultants
5 years of experience (minimum) as a database administrator with DB2 UDB LUW Data Warehouse Enterprise Edition within an AIX operating environment
DPF experience required
Implement backup and recovery procedures for DB2 UDB Data Warehouse databases and test regularly in conjunction with Operations
Create, maintain and refresh required DB2 UDB Data Warehouse instances/databases for development, test and production environments
Provide after hours on-call support for critical database issues
Installation and upgrades of multiple DB2 UDB Data Warehouse software products/versions for DBMS, server software and various tools software
Experience supporting 24x7 environments
As required, help resolve application problems. Act as liaison between application programmers and DBMS vendor to report and resolve problems
Following BCBSA standards, write, maintain and document monitoring scripts needed in support of applications
Act as project liaison and coordinate with AIX system administrators for application of OS patches and maintenance required for database servers
Understand and maintain documentation of dependencies between versions of application vendor software, DB2 UDB Data Warehouse software, and AIX Operating System
Development, maintenance and documentation of procedures and standards for effective database software use
Analysis and management of DB2 UDB Data Warehouse problems/defects with IBM and installation of patches
Use of software and locally developed tools to monitor DB2 UDB Data Warehouse databases

207

Production Support Analyst Resume Examples & Samples

You will be working closely with traders, middle office staff, operations and product control in resolving business related issue within the support team
Provide support to the FDSF/PRA Scenarios for Credit Risk Management, and ensure all regulatory dedications are met in a timely
Support Credit IT applications from business perspective
Support of Risk and/or algorithmic trading systems
Provide first & second line application support including trouble shooting issues, leading technical investigations and supporting high-demand platforms in a demanding 24/7 environment

208

Senior Production Support Analyst, OUS Resume Examples & Samples

Responsible for leading problem resolution and risk assessment for multiple critical investments trading, trade confirmation and settlement systems/systems. As issues arise, takes responsibility for identifying the cause, investigates the options for correcting the issue, partners with other areas as needed and ultimately resolves the problem all the while determining impact to the customer. Follows up with end users to ensure issues have been correctly resolved and problems have not resurfaced. Uses strong verbal and written communication skills to make technical and non-technical material understandable to business units
Leads small projects to configure and enhance new and existing investments applications to effectively improve the supportability of systems supported within the group. This includes working with vendor technical resources, Global Business Solutions & Technology resources and end users to ensure system availability and reliability are constantly maintained. Plans and facilitates meetings to coordinate execution of solutions. Additionally, partnering with other teams to facilitate automated application installations. Leads the effort to streamline and document new client installations as systems are deployed for turnover. This includes Trading, Trade Confirmation, and Trade Settlement systems
Collaborates within GBS&T team members to discuss issues and resolutions; provides status updates to management and the business so they are informed of any implications that might affect them (e.g., trading implications). Follows Enterprise Support Services best practices and standards to promote successful engagement and collaboration throughout the organization
Interfaces with outside vendors and internal Global Business Solutions resources in order to properly gain the knowledge to support assigned applications. Also leverages these resources for escalated support and system supportability initiatives. Uses negotiation skills to influence project team and gain consensus on the selection of the most viable solution
The Sr. PSA documents requirements due to re-engineering of applications, translates into functional and/or technical specifications, writes and executes test cases and plans, oversees the testing process, and maintains vendor relationships for implementation and issue resolution as required. Continual maintenance of documentation is required for successful support
Undergraduate degree and 2 years of related work experience or equivalent
On call / after-hours availability required
Autosys scheduler
Familiarity with Windows and UNIX server environments
Demonstrated successful mastery of major components of the Systems Lifecycle Development methodology in the context of major systems implementations including: requirements gathering and development of functional specifications; management of all facets and phases of test plan development and execution; development of technical specifications
Prior experience executing project discovery and investigation, including development of a Cost-Benefit Analysis for a project of moderate size
Demonstrated high level of analytical and problem solving skills
Demonstrated ability to develop alternative solutions to the most complex problems and recommend the best solution to the business and project team
Extensive experience with process reengineering
Mastery of testing concepts and skilled in formulating test strategies, managing, and executing system testing initiatives
Experience using Microsoft Office Suite; Windows 7
Skilled in the use of Visio or other process or flow chart tool
Strong knowledge of relational databases and concepts, AWS/Cloud based technologies
Flexible and a team player

209

Production Support Analyst Resume Examples & Samples

Experience in supporting equity trading business
Programming experience in shell/python scripts
Knowledge of FIX protocol is preferred

210

Oracle Production Support Analyst Resume Examples & Samples

Performs daily maintenance, accessibility, and overall systems support for Oracle Financials R12 suite
3+ years of experience working with Oracle eBusiness Suite and knowledge of R12 EBS
Ability to manage multiple system support requirements
Previous experience in at least 2 to 3 of the following modules, GL, AP, AR, PO, INV, CM & ChRM (Trade Management) modules (R12) is required
Experience with interface creation and support via EDI and Oracle API a plus
This position is eligible for the Employee Referral Bonus Program - Tier 4 - #LI-KJ1

211

Oracle Production Support Analyst Resume Examples & Samples

Works the Service Now Help Desk tickets via the Incident Management process
Opens, monitors and works Oracle SRs by utilizing your skills, experience and knowledge of Oracle. This includes coordinating/communicating with functional SMEs
Setup and configuration of Oracle Financials modules, as required
Works closely with Oracle Development team as outlined in the migration process for moves from lower environments to production, if required
Research, identify patches and manage via the inComm Oracle Patch Process
Provides systems support in a 24x7 environment
Participate in on-call rotation with other staff to support production system
Attends meetings and interacts professionally with users, peers and management
Troubleshoots and takes ownership of issues that arise with various applications and systems and works to resolve them until a resolution is reached
Work on projects assigned by manager and project management team
Provide timely feedback to Managers on open issues and provide quick resolution
Provide resolution of issues for postmortem review and analysis
Helps build solid productive relationships will all levels of leadership and support teams
Facilitate effective and supportive team relationships to resolve operational and
Interdepartmental problems quickly
Previous experience in at least 3 or 4 of the following modules, GL, AP, AR, PO, INV & CM modules (R12) is required

212

Production Support Analyst Resume Examples & Samples

Provide hands on technical support for the applications used by the GPF business line
Identify and respond to events impacting the production environment
Help during incidents by providing technical investigation support
Actively maintain and contribute to the application knowledgebase
Collaborate with partners in the infrastructure teams and application developers
Ideally 1-2 years experience of providing application support in an enterprise environment,
Knowledge of UNIX (any flavor) and Sybase/Oracle Database
Professional verbal and written communication skills across a variety of stakeholders
Experience of using monitoring and alerting technologies
Technical knowledge of Unix/Linux operating systems
Technical knowledge of relational databases

213

Application Production Support Analyst Resume Examples & Samples

A solid understanding of established technical operations support procedures and concepts, familiarity with ITIL framework for IT service management
Ability to analyze existing system logic, identify problems, and recommend and implement solutions (Incident Management)
Manages changes and releases, creation and execution of production deployment plans
Partners with appropriate development and production support areas
Participates in validation and testing activities
Contingency planning and disaster recovery testing
Analyzes applications to identify risks, vulnerabilities and security issues
Applies good understanding of how the team and area integrate with others to accomplish objectives
Makes evaluative judgments based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents
Exchanges ideas and information in a concise and logical manner
1 – 5 years of experience in IT support or development of Java/Unix/Microsoft web applications
Ability to triage and quickly resolve urgent production incidents
Leading execution of application change management, creation of change tickets
Experience in administering or troubleshooting multi-tiered web applications and the interaction between all infrastructure technical components (web servers, application servers, database servers, LDAP, firewalls, etc.) and be able to address optimization and security concerns
Experience or familiarity with ITIL framework (certification preferred)
Expert communication skills, both written and verbal, to communicate complex issues to technical and non-technical audiences composed of peers, partners, management and customers
Perform analysis of application processes, log files, database structure and records to identify risk to the production environment and incident prevention
Participate in rotation of on-call/pager support 24x7 for responding to production incidents

214

Operations & Production Support Analyst Resume Examples & Samples

Under supervision of senior investment personnel, provide PM Team assistance over maintenance of centralized of assigned accounts including analyzing customer objectives, calculating performance, and determining appropriate asset allocation in conjunction with objectives and risk tolerance. Accounts assigned are generally invested in open architecture mutual fund investment strategies
Analyzes business unit level testing reports and prepares various management reports
Heavy assistance in investment trading functions

215

Production Support Analyst / Scheduler Resume Examples & Samples

Processes multi-platform change control
Ensures audit and quality control processes are maintained in all change requests
Enforces department standards for compliance
Contributes in the resolution of failures and outages
Reviews incident tickets to identify patterns of abends/outages and facilitates problem resolution
Provides reporting for change and incident/problem management
Provides 24X7 hour on-call support for the Data Center on a rotational basis
Follows processes and procedures while paying close attention to details
Participates in the planning and execution of special projects
Assists in the installation, implementation, and support of IT tools and products
Identifies opportunities for improving processes
Assists in the testing and implementation of tools and methods to automate processes
Participates in Disaster Recovery Testing
Working knowledge of the following
Associate’s degree or equivalent IT work experience in a Data Center related environment
1+ years IBM mainframe experience
1+ years Open Systems Platform experience (UNIX, Linux, Windows, etc.)

216

Application Production Support Analyst Resume Examples & Samples

Incident, Error and Business Management
Assist in triage of application Incidents. Provide timely updates and feedback to incident originator. Manage inquiry/incident through life cycle of issue
Provide Technical support to .business areas and clients as needed. Follow Incident Management Procedures using Service Now tool to track the open incident through to closure
Work with business areas to define severity of inquiry by understanding the business and client impacts of an issue or event
Assist in documenting incident and error handling procedures in the teams knowledgebase
Provide Incident Management support and when needed lead the Incident Management process to ensure timely escalation and communication of issues
Partner with Production Support team members and the Development organization on root cause efforts and ensure documentation and procedures for any new tactical solution or control check are adhered to
Ensure problems (and/or System Defects) are appropriately logged in the central repository
Event/Crisis Management
Participate or when needed lead efforts around Event Management
Lead troubleshooting analysis efforts to resolve application outages in a timely manner
Responsible for communicating the status of research to Production Support team members and other interested parties which may include Sr. business representatives

217

Production Support Analyst Resume Examples & Samples

Knowledge of Windows Server 2008/2012
Knowledge of monitoring tools
Excellent troubleshooting skills
Network+ preferred

218

Production Support Analyst Resume Examples & Samples

Respond promptly to all client and broker requests for data and information industrial space in the Houston market using CoStar, LoopNet, CommGate and other resources
Create and edit survey reports for the areas that encompass Houston real estate markets, oftentimes with accelerated timelines
Utilizing the data acquired in day-to-day survey requests, track, maintain, and disseminate detailed data including stacking plans, lease and sales comparables, development pipelines, and tenants in the market
Contribute to research efforts for presentations
Balance and prioritize requests using internal work management log
Bachelor’s degree in business, real estate, or related field
A dedication to learning local real estate markets required
Basic understanding of commercial real estate desired
Strong analytical skills, problem solving skills, and ability to process and analyze large quantities of data
Ability to effectively and professionally meet broker and client expectations
Ability to multi-task, work under pressure, and effectively manage time and workload
Proficiency with the following software programs: Microsoft Office Suite, Google Earth, and Costar
Ability to learn and gain proficiency quickly with other software and internal databases
Motivated and self-starting with a desire to succeed and contribute to the success of a team

219

Senior Production Support Analyst Resume Examples & Samples

Technical understanding of the airline/travel industry, E-Commerce platforms, aircraft maintenance systems, airline accounting systems, airline reservation systems and departure control systems
Able to represent engineering teams as the interface for a large project team
Clear understanding of software development processes and roles definition
Competent in testing and bug tracking tools(Jira, Confluence and Spira)
Clear understanding of Sail Point Product
Must pass a background check
Must have authorization to work in the U.S. as defined in the Immigrations Act of 1986

220

Production Support Analyst Resume Examples & Samples

Under general supervision, responsible for performing routine research and analysis to support business operations and present findings to manager or project leader
Determine best practices and suggest how to improve current practices and processes; develop recommendations
Assist in interpreting and administering operational policies and procedures
Coordinate the involvement of Ally stakeholders as necessary
Develop, validate and maintain step-by-step instructions/training materials
Under general supervision, design, coordinate and implement process changes to achieve the greatest efficiency and quality possible
Monitor performance to identify and help correct performance problems and provide feedback regarding areas requiring attention
Bring compliance issues and proposed solutions to the attention of manager or project leader
Under general supervision, provide strategic support for project and continuous improvement teams
Assist in developing appropriate metrics to measure business performance across the organization
Under general supervision, work on projects that provide process and project management, facilitation, and consulting tools to achieve business objectives
Associate / Bachelor's degree in business related discipline preferred. MBA is ideal
3 + years in customer service or financial services with a specific skill set in clerical/administrative work, customer service operations, collections and/or outside collection agency support required. Prior leadership experience is needed
Knowledge of project management tools and ability to effectively prioritize tasks
High level of interpersonal skills to effectively work with others
Thorough understanding of Ally products, plans, programs, policies, and procedures
Solid analytical, reasoning, and problem solving skills
Detail oriented, ability to analyze and map out processes
Applies concepts, logic, methods and analysis
Business partnering skills, including good interpersonal skills with ability to work well horizontally and vertically within organization
Optimistic, embraces possibilities, supportive and motivating; recognizes change as creating opportunities
High level of proficiency in Microsoft Office programs (Word, Excel, etc.) and client specific application and database programs

221

Production Support Analyst Resume Examples & Samples

Under general supervision, the Production Support Analyst (PSA) assists in the development and delivery of technical and process oriented solutions and recommendations in support of the production environment
This includes analysis of business and user needs, documentation of current system requirements, translation into proper system specifications, and writing and execution of test cases
The position is competent to work at a high level of most phases of systems analysis and considers the business implications of the application of technology to the current and future business environment
The position guides and advises less-experienced Production Support Analysts and Associate Production Support Analysts and works independently on application support projects of medium complexity

222

Production Support Analyst Resume Examples & Samples

Partner with business groups to understand system pain points, determine root causes, and develop solutions to address issues
Develop training documentation as necessary to minimize re-occurrences of user error
Gather requirements for, create, and maintain master data changes required to accommodate rapid organizational growth
Plan and coordinate testing and document results for the implementation of any major system change
Ensure all configuration updates follow proper procedures and workflow in order to comply with internal audit requirements
Contribute to financial system projects as necessary
1-2 years functional experience with Workday Financials preferred. We are after individuals who are highly motivated, intelligent, and have a great track record. In addition to strong analytical and quantitative skills, the successful candidate should have
Excellent written and verbal communication skills; ability to collaborate with functional team and business users
Ability to build strong relationships with business partners and ensure financial systems support day to day processes in an efficient manner

223

Production Support Analyst Resume Examples & Samples

When solving a mainframe production or system problem, makes effective use of tools and resources, such as Wiley and Zena (or other monitoring tools) to solve the problem. Makes effective use of tools and resources such as ping, tracert, overall server knowledge, and monitoring tools to solve open systems production or system problems
Windows Server knowledge 2008-2012 preferred
Unix knowledge preferred
Monitoring tools such as Spectrum, Wiley, Revielle, or similar tools preferred
Ticket system such as Remedy service now service desk

224

Wholesale BIO Production Support Analyst Resume Examples & Samples

Produce reports on time, without issue by establishing sound procedures for validation and notification routines
Drive to ensure data integrity through independent identification of issues, data validation, impacts, and root causes
Identify impacts and risks associated with downstream consuming systems, applications, and reports
Lead issues to quick, effective resolution, where resolution may require coordinating work with various EIS, BIO, and Business partners
Understand processes and support data stewards of CRS and HO systems
Consult with Business partners to determine solutions to meet their reporting needs
Communicate effectively with multiple teammate roles; system users, EIS partners, Business partners

225

Production Support Analyst Resume Examples & Samples

Support of all eFX production applications - this includes appropriate escalation and ownership to completion of all reported issues and requests
Maintain team knowledge base of known issues, steps required to address particular issues asks, documentation of new processes and general updates to keep content current
Logging of tickets for each and every reported issue to build up a knowledge base, identification of issue trends and for generation of metrics for management reporting
Minimum 5 years� experience in trade floor Production Support
Sense of urgency when handling production issues impacting the desk irms ability to do business

226

CTO L Production Support Analyst Resume Examples & Samples

Responding promptly to application alerts and issues
Level-2 Troubleshooting Applications / Infrastructure issues within benchmarked SLA’s
Responsible to report production impact details and able to elaborate to the management
Adhere to standards and processes for incident resolution
Maintain production support run docs for each application
Analyze and drive to RCA (Root Cause Analysis)
Support SFTP, HTTPS and MFT transmissions
Govern SSL Certificate Renewal process
Support enterprise quarterly HA/DR Sustained resiliency projects
Collaborate with Level 3 AppDev or engineering teams when issues arise that requires additional support
Implementing, measuring, and improving all processes, procedures, and activities required to ensure maximum availability, utility, flexibility, and responsiveness of the production environment
Technical writing skills with the ability to create or modify run-books as needed
Perform implementation, maintenance, remediation, and troubleshooting services for enterprise applications
Assist in testing and monitoring systems changes implemented by the organization
Ensure compliance with JPMorgan policies and procedures
Selected individual will work on rotational schedule as follows
12 hour shift Sunday through Tuesday with Alternating Wednesday OR
12 hour shift Thursday through Saturday with Alternating Wednesday

227

Predictive Analytics Production Support Analyst Resume Examples & Samples

Research business unit queries regarding model outputs; this includes score shifts, missing items, reason messages, etc
Act as the PA point of contact for all PA developed applications and PA owned applications; this includes technical support, enhancements, bug fixes, production outages, etc
Establish and maintain a quality assurance model for all PA applications
Complete any Testing/Maintenance for PA databases and Cloud storage
Test and evaluate applications provided by 3rd party vendors (e.g. scoring engine)
Provide training as necessary on the functionality of the scoring engines for IT/Business units
Design and/or build reports/data exports of SE data for scoring visibility
Light technical support within PA group (issues with software, order software, ordering access, etc.)
2 to 4 years of related experience that includes experience
Superior organizational leadership skills
Integrates multiple concepts across job functions with a goal of overall benefit to the organization
Ability to communicate, develop and leverage strategic business relationships across the organization and externally
Requires advanced technical and business knowledge
Self-motivated team player who excels in a collaborative environment
Contributes beyond job role and responsibilities
Strong SQL and database knowledge (Oracle preferred)
Strong Excel knowledge/experience including Macros and VB development
SOAP and REST web service experience testing and development
Report development/design experience (Tableau / Cognos preferred)

228

Application Production Support Analyst Resume Examples & Samples

Provide first class support to all users of the system in a timely and efficient manner
Liaise with the developers to communicate issues raised by the business
Communicating with the global team to resolve issues
Maintain a knowledge base regarding support issues and their resolution using SharePoint collaboration tools
Build a working knowledge of the systems and business area in order to provide a high level of support
Reconfiguring various existing setups in order to improve the efficiency of the system and to cohere to business requests
Track issues effectively using ITIL approved methodology (incidents, changes, requests and problems)
Preparing environments for releases and ensuring that the implementation and pre-production tests are carried out
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. Within the broader team we support an overnight batches that performs the official end-of-day revaluations and report generation for regulatory and financial reporting
Linux/UNIX & Windows Systems
ServiceNow (ITIL)
PLSQL/SQL
Experience in the Financial industry
Working with a global team supporting users remotely
Degree level education in relevant subject (Computer Science, Mathematics et al)

229

Production Support Analyst Resume Examples & Samples

) Network Monitoring using Splunk (Splunk is not a must have, other monitoring tools are okay)
) Production support with IIS/.NET (basic understanding/troubleshooting with .NET/IIS)
) Communication skills, someone who can lead a call, need someone who can be clear about production issues

230

Production Support Analyst Resume Examples & Samples

Evaluate incoming production support requests
Work with the user to clearly identify the symptoms and to define the steps taken so the problem can be recreated
Gather additional information from the user and subject matter experts as needed to identify the root cause
Recreate the issue in development instances if possible
Classify each request as either needing a code/configuration change or resolve the request by providing information to users
For all non-code related issues work with users to resolve and close
Lead the daily “urgent issues” call for IT and the user community
Build/update knowledge base for easy reference in future
Assign all requests requiring code changes to corresponding application group with appropriate priority and urgency

231

Production Support Analyst Resume Examples & Samples

Overall purpose of role
This role sits within the IB Reference Data Application Management group which focuses on the Run-The-Bank (RTB) activities managed within an ITIL Framework
Reporting to the L1 Team Lead for IB Reference Data, this role will be based in the Pune Office, working closely with the team which has members located in APAC, EMEA, and the US. This is a role to deliver first level support services across a suite of key applications
Support scheduled weekend activities (e.g. BCM testing, Data Centre Powerdown, Major Releases) of Production applications
Relevant years of experience in IT background with practical experience in IT support and/or development
Relevant years experience in the investment banking industry and/or atop tier financial institution
Knowledge of Relational Databases, in particular MSSQL and Oracle
Knowledge of Windows & Linux Platforms
Knowledge of Autosys or equivalent scheduling tool
Ability to adapt to changing priorities in a high pressure fast-paced environment
Basic understanding of Investment Banking

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