Production Support/Application Support, Back Office

  • Negotiable
  • London, England, United Kingdom
  • Permanent, Full time
  • Nomura
  • 10 Nov 17 2017-11-10

The role is within the Finance Support team with the key deliverable of maintaining stability of the Production environment & supporting the Financial & Product Controllers.

Team Overview

The role is within the Finance Support team with the key deliverable of maintaining stability of the Production environment & supporting the Financial & Product Controllers.

Reporting into the Production Services Finance Support Lead in London, this role covers the management of day-to-day support of the Finance platforms, working in collaboration with global stakeholders and regional teams.

A role in Finance Support provides an exposure to a number of aspects of IT Support & Production Management. The role facilitates a strong improvement in transferable skills such as communication, organisation and time management & enhanced technical skills in MS Apps, UNIX, shell scripting and SQL (Sybase or MS SQL).

The team belongs within WPS Production Services, which manage production applications for the middle and back office user community.

The team works in split shifts to ensure appropriate coverage is in place between 07:30 & 18:00 UK weekdays. Weekend on-call coverage is required every 6-9 weeks or dependent on large Changes / DR testing schedules.

What role you might play

The key tasks are to:

  • Industrialising the different processes
  • Proactive Monitoring, investigating reconciliation breaks & job failures
  • Dealing with support escalations from the Level 1 team, including complex user and monitoring support queries, with as minimal as possible escalations to L3 teams
  • Planning and execution of proactive non-ticket tasks (such as automation or tool implementations)
  • Proactive notification of system availability and issues to stakeholders
  • Raising and owning Incidents through to closure
  • Raising Problem and owning Problem tickets through to closure
  • 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
  • Continual Service improvement - Identify improvement axis and lead/propose transformation of existing processes both for the business or our production services activities.
  • Promoting and updating Knowledge Management documentation. Including support cards

What we are looking for

  • Excellent communication skills, written and verbal
  • Excellent prioritisation, time management, coordination and follow-up skills
  • Able to working in a rapidly changing, fast paced business environment
  • Able to work with off shore and globally distributed delivery teams
  • Willingness to accurately document and share information with global peer group
  • Excellent analytical and communication skills
  • Problem solving mindset and solution-enabler - Ability to identify problems, make decisions and drive solutions
  • Pragmatic, able to adapt to various situations and applications, ready to work under pressure
  • Ability to inspire co-operation and co-ordinate activities across teams

Technical skills required

Unix, shell scripting and SQL (Sybase or MS SQL)