Credit Suisse Looking for L2 Technical Support Analyst at Pune, Maharashtra Full Time

Be part of Reference data L2 Support family to handle applications based on multiple technologies and business users based at various locations.

As a part of role, your responsibility includes:
To provide investigative second level support for all applications that the Reference Data IT team is supporting. This includes all issues reported by the business users through emails, calls and also escalated by level one support team

As a senior member of the team, own and manage the complete production incident life cycle, including user acknowledgements, understanding issue criticality, in-depth investigation, identify resolution/workaround options and implementations with approvals. Also perform root-cause analysis and follow through till permanent fix by co-coordinating with Development, Infrastructure and Management teams

Develop SME (Subject-Matter Expert) knowledge in the areas of Reference Data Applications and work as the Point-of-Contact for APAC and EMEA business users

Work closely with the second level support team in Singapore and vendor team in India. Also, co-ordinate with level one team to improve their application understanding and create/update their knowledge articles

Participate in the weekly release management activities which involves tracking all the releases going every weekend, drive the CAB (Change Advisory Board) call and ensuring complete approvals for releases before going into production

Role also includes managing the week-end release implementations, Infrastructure and Application maintenance activities like the QMW, DR, BCP and capacity management

Coordinate vendor team’s compliance with the contracted levels of SLAs by ensuring accurate logging of incidents/problems for individual RefData applications. Work closely with Vendor to address areas of non-compliance

Have an eye for detail and be proactive in identifying all kids of service delivery improvements like Automation, improved application monitoring, maintaining application documentation, create/review knowledge articles for level one team to help them absorb more procedural work, etc

Role includes working in shifts (No Night Shift) between 7:00 AM IST to 8:00 PM IST. It also includes on-call weekend support, on rotational basis

Your future colleagues

This team provides 2nd Level Production Services for Reference Data business users. We are responsible for problem solving and root cause analysis for production issues. We work closely with application users, third party vendors, infrastructure teams, developers, and other Credit Suisse groups to provide an efficient level of support. The team has the opportunity to develop a detailed understanding of banking Reference Data and its usage across various business functions like front, middle and back office.

We are a department which values Diversity and Inclusion (D&I) and is committed to realizing the firm’s D&I ambition which is an integral part of our global cultural values.

Your skills and experience

To excel in this role, you should possess below:
Bachelors/Master’s degree is essential

Min 8+ years of hands-on application support and delivery experience and self-motivated to take ownership and accountability to learn and accept challenges

Knowledge of Reference Data, Securities and Products within Investment Banking domain

Proven experience in technologies – Unix, Perl/Shell Scripting, Oracle, Sybase, SQL Scripting, Java, log debugging with webserver and web components handling

Must have tools experience: ControlM schedulers, Informatica, Service Now, Excel Macro, Tectia/Putty

Good to have tools experience: Splunk, AppDynamics, BigData/Hadoop, Osmosys

Solid understanding in ITIL concepts like Incident management, Problem Management, Release and Change-Management. Good to have: ITIL V3/V4 Foundation Certification

Proven experience in handling critical and high severity Incident Management with business users, owners, and departmental heads

Excellent English communication skills (Written and Oral)

Must be fast learner with exceptional problem solving and analytical skills with going above and beyond attitude

Proactive and organized, Good analytic skills and ability to provide weekend on-call coverage (rotation basis) when required

Ability to work with multiple systems with critical deliverables and work effectively cross border with both Credit Suisse and vendor team members

Ability to bridge communications between the IT organization and its business customers, teaming with vendor colleagues

Dedication to fostering an inclusive culture and value diverse perspectives

Your new employer

Find a new home for your skills, ideas, and ambitions. Credit Suisse offers you the ideal environment to progress your career, attractive benefits and excellent training.

We are a leading wealth manager with strong global investment banking capabilities founded in 1856. Headquartered in Zurich, Switzerland, and with more than 45,000 employees from over 150 nations, we are always looking for motivated individuals to help us shape the future for our clients.

Credit Suisse is an equal opportunity employer. Welcoming diversity gives us a competitive advantage in the global marketplace and drives our success. We are committed to building a culture of inclusion with a deep sense of belonging for all of us. We will consider flexible working opportunities where possible. Our bank provides reasonable accommodations to qualified individuals with disabilities, as well as those with other needs or beliefs as may be protected under applicable local law. If you require assistance during the recruitment process, please let your recruiter know.