application support technical lead resume

Applications Support Lead Resume Sample

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Work Experience

• Serves as a backup to the manager’s when the manager is un-available, including any necessary interaction with senior managers
• Remove obstacles to facilitate the team’s success
• Participate in ‘permit-to-operate’ reviews on Treasury & CIO aligned applications to ensure application releases meet support criteria before being deployed into the production environment
• Build out strong relationships with Digital production operate group, application development teams, and other upstream and downstream support teams
• Monitor infrastructure, servers, middleware, databases, and batch jobs
• Aggressively respond to service requests from business partners facing support teams, Operations, Risk/control partners, etc..
• Support and maintain the production scheduling services
• Assist in design & build activities
• Monitoring & managing the Support queue for Control-M requests
• To update key control systems according to procedure and in a timely manner (within JPM these include Alacrity/
• Issues and serve the service requests as per company’s standard SLAs/Turnaround Times
• Responsible for major projects such as installing whole new software systems or applications residing on the production systems
• Effectively execute tasks while under pressure
• Incident, Resiliency and problem management
• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, with ownership of problems to resolution
• Develop strong relationships with resolver teams, application development teams, and other upstream and downstream support teams
• Develop strong technical expertise in technology and associated applications to understand the end to end transaction flows of applications across the production domain
• Develop, document, and maintain best practice policies to ensure knowledge retention and continuous learning within team with a view to developing production management knowledge and skills by sharing experiences and attending relevant training
• Ensure all work is done on a ticket and there is communication to senior management and stakeholders on the progress
• Ensure all change to production environments follow the change management procedures, all paperwork are
• Application Production Support Experience Commercial Banking, Investment Banking or Treasury Services Product experience (recommended)
• Play key part in setting up reporting and be a key component in “Monitor -> Report -> Improve” principle
• Oracle 11 G working knowledge
• Shell and / or batch scripting knowledge
• Key role in developing reporting strategy
• Understand DB component of application
• Document known errors and play important role in Knowledge transfer to Level 1 team

Professional Skills

• Strong problem analysis and solving skills
• Experience with alerting frameworks such as Tivoli for real-time alterting is helpful
• Experience with BMC Control-M scheduling system or similar scheduling system
• Ensures potential client impacting incidents are identified and remediated prior to client impact or remediated as
• Follow-the-sun support model, experience working across multiple time zones
• Manage production readiness/permit to operate process, ensuring all changes are properly approved, tested and include relevant back out plans
• Experience supporting real-time sensitive applications

How to write Applications Support Lead Resume

Applications Support Lead role is responsible for analysis, training, software, digital, design, finance, automation, technology, organization, broker. To write great resume for applications support lead job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Applications Support Lead Resume

The section contact information is important in your applications support lead resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Applications Support Lead Resume

The section work experience is an essential part of your applications support lead resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous applications support lead responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular applications support lead position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Applications Support Lead resume experience can include:

• Excellent data analysis and problem solving skills with the ability to quickly broker solutions and resolve conflict situations
• Strong knowledge in scheduling tools like Control-M , Autosys
• Managing SLAs and interactions/communications with users
• Responsible for managing a team of approximately 10 resources
• Strengthen production owner role, ensuring team challenges the status quo and continually pushes the stability agenda
• Serve as the service owner for a number of key web-based applications

Education on an Applications Support Lead Resume

Make sure to make education a priority on your applications support lead resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your applications support lead experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Applications Support Lead Resume

When listing skills on your applications support lead resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical applications support lead skills:

• Multi-disciplined technology skills encompassing some or all of the following
• Proven ability to manage and prioritize multiple, diverse tasks simultaneously
• Enthusiastic to keep learning and growing, in technical aptitude, business understanding and personal effectiveness
• Automation Scripting (python, bash, korn, perl etc.) experience
• Experience in performant, large-scale system development in an object-oriented or functional language such as Python, Java, C++ or C#
• Experience working with front office users or other control functions and a desire to partner with the business

List of Typical Skills For an Applications Support Lead Resume

Skills for l applications support lead resume.

• Incident management experience or the willingness to learn
• Willingness to become proficient and develop in Python if not already a primary language
• Good understanding of Agile development methodologies, responsible for elucidating and agreeing requirements, building relationships with business users, and taking ownership of deliverables all the way to the production environment
• Excellent interpersonal skills to interact confidently and credibly with business users, to understand and agree business requirements and their prioritisation
• Team leadership experience or the willingness learn and to be a team lead

Skills For Applications Support Lead-ctl-m Resume

• Collaborate with and influence other technology teams to deliver end to end solutions to the business in a constantly changing environment
• Manages level 1 and level 2 production support resources, and engages with development teams when needed (level 3)
• Ensures change management standards for CAF/SL are adhered to, and ensures that change does not negatively impact the production environment
• Change organizational culture to be proactive versus reactive
• Proactively address firm wide cyber initiatives

Skills For Cib Tech Production Management Investor Services Applications Support Lead Houston Resume

• Serve a subject matter expert for the application portfolio
• Release Management – deploy software changes to production environment, following, enforcing, and suggesting controls to keep the production and UAT environments controlled
• Experience in application development and/or production management, with at least 5+ years as a lead/manager of a global application support or development team
• Experience of assembling presentations and presenting to senior technical and non-technical audiences
• Confidence in creating strong partnerships and influencing with key stakeholders within and external to technology

Skills For Linux SQL Applications Support Lead Resume

• Production support experience in Unix, Oracle, Hadoop and PL/SQL
• Experience of engaging with and managing a varied level of relationships - strong interpersonal and relationship management skills – able to engage with all levels of the organization and rapidly develop effective working relationships
• Strong technical application development or technical background with knowledge of browser based architectures, Micro Services, APIs, and broad spectrum of technologies including Unix, Java, Python, and SQL
• Strong team player - extensive experience of working in and influencing global teams across multiple regions and countries, enabling a ‘one team’ culture and a positive working environment
• Strong Oracle database and Sybase knowledge
• Cost Management/Expense Planning
• Knowledge of version control systems such as bitbucket, SVN

Related to Applications Support Lead Resume Samples

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• • Led a team of 5 to ensure system stability and address technical glitches, resulting in a 5% improvement in system uptime.
• • Implemented proactive monitoring solutions across critical applications, reducing downtime by 10%.
• • Developed and updated robust documentation for system configurations which was leveraged by the entire IT department.
• • Spearheaded the knowledge transfer initiative, conducted 20+ sessions contributing to a 15% increase in team efficiency.
• • Facilitated root-cause analysis on major outages, providing clear, actionable feedback to the Development team.
• • Optimized SQL database performance through meticulous analysis, achieving a 20% increase in query speeds.
• • Managed 24/7 IT support operations, ensuring high availability for business-critical applications.
• • Implemented API integration for third-party services, enhancing system functionality.
• • Automated repetitive tasks using Python scripts which led to a reduction in manual workload by 30%.
• • Provided detailed technical requirements for bug fixes, greatly helping the assurance team in quality checks.
• • Trained over 50 end-users on new system features and updates, improving adoption rates by 25%.
• • Resolved daily technical issues for internal and external customers, maintaining a customer satisfaction rate of 95%.
• • Played a pivotal role in the support of a major system upgrade, which increased overall performance by 15%.
• • Developed knowledge base articles for common system issues, reducing resolution time by 20%.
• • Acted as a liaison between the operations team and customers, improving communication and response times.

10 Application Support Manager Resume Examples & Guide for 2024

An application support manager oversees the functionality and performance of software applications, ensuring that users receive timely support and that issues are resolved efficiently. On your resume, highlight your experience in troubleshooting, project management, and collaboration with cross-functional teams. Including technical expertise in system integration, customer service proficiency, and knowledge of software development lifecycles will strengthen your profile. Mentioning your success in improving application performance metrics and your ability to lead a team in high-pressure situations will demonstrate your impact and effectiveness in this role.

All resume examples in this guide

Single Column

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As an application support manager, articulating the breadth of your technical expertise while showcasing your leadership abilities can be a particularly challenging aspect of resume-writing. Our guide offers tailored strategies to effectively highlight your dual skill set, ensuring your resume resonates with both technical teams and executive leadership.

• Sample industry-leading examples to learn how to write your best resume yet.
• Improve the experience, education, and achievements section of your resume with insights from resume-writing professionals.
• Curate your technical expertise and personality to stand out amongst the pool of candidates.
• Succinctly focus on your unique skill set all through your application support manager resume.

If the application support manager resume isn't the right one for you, take a look at other related guides we have:

• Service Desk Manager Resume Example
• Assistant IT Manager Resume Example
• F5 Network Engineer Resume Example
• Statistical Programmer Resume Example
• Database Developer Resume Example
• IT Infrastructure Project Manager Resume Example
• Application Engineer Resume Example
• IT Service Delivery Manager Resume Example
• IT Operations Manager Resume Example
• Javascript Developer Resume Example

Optimize your application support manager resume format to pass the recruiters' assessment

What recruiters are looking for is systematised content that is clear and coherent. Thus, your application support manager resume needs to answer requirements and why you're the best candidate for the role from the get-go.

• Sorting your experience in the reverse chronological order - starting with your most recent and relevant roles. This is an excellent choice for more experienced professionals;
• Writing your contact information (e.g. personal phone number and email address ) and your portfolio or LinkedIn link in your application support manager resume header. If you're wondering to include a photo or not, always make sure that it's appropriate for the country you're applying in;
• Use the basic, most important application support manager resume sections - your experience, education, summary, etc. Use your resume's real estate wisely to tell a compelling, professional story and match job description's keywords;
• Don't go overboard with the length of your resume. One page is absolutely fine if you happen to have under a decade of relevant experience.

Are you still wondering if you should submit your application support manager resume in PDF or Word format ? The PDF has a few more advantages, as it doesn't change the format and the text can't be altered upon application.

Format matters most when your application support manager resume is assessed by the Applicant Tracker System (or the ATS).

The ATS parses resumes, looking for specific keywords, skills or experience that match the job description.

P.S. We recently did a study on how the ATS works and were able to demystify three of the biggest misconceptions about how it assesses candidate resumes.

To pass the ATS evaluation, select any of the serif or sans-serif fonts. Popular choices that would help your application support manager resume stand out include Raleway, Exo 2, Montserrat, etc.

Most traditionalists go for Arial or Times New Roman, but it's often the case that many candidates choose these fonts, and you'd thus lose points on the uniqueness front.

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Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

Application support manager resume sections to answer recruiters' checklists:

• Header to help recruiters quickly allocate your contact details and have a glimpse over your most recent portfolio of work
• Summary or objective to provide an overview of your career highlights, dreams, and goals
• Experience to align with job requirements and showcase your measurable impact and accomplishments
• Skills section/-s to pinpoint your full breadth of expertise and talents as a candidate for the application support manager role
• Education and certifications sections to potentially fill in any gaps in your experience and show your commitment to the industry

What recruiters want to see on your resume:

• Proven experience in leading and managing an application support team, demonstrating team development and performance management skills.
• Demonstrated expertise in overseeing the resolution of complex application issues, system troubleshooting, and providing high-level technical support.
• Strong knowledge of application lifecycle management, release management, and ITIL framework, relevant to maintaining and improving application stability and performance.
• Experience with developing and implementing application support strategies, policies, and procedures that align with business objectives.
• Excellent communication and interpersonal skills, with a strong customer service orientation, necessary for interfacing with users, stakeholders, and IT professionals.

Quick guide to your application support manager resume experience section

After deciding on the format of your resume, it's time to organize your experience within the dedicated section.

It's common for application support manager professionals to be confused in this part of the process, as they may have too much or little expertise.

Follow the general rules of thumb to be successful when writing this part of your resume:

• The perfect number of bullets you should have under each experience item is no more than six;
• Select not merely your responsibilities, but the most noteworthy achievements for each role that match the job requirements;
• List any certificates or technical expertise you've gained on the job and how they've helped you progress as a professional;
• Carefully select the power verbs to go along with each bullet to avoid generic ones like "managed" and instead substitute those with the actuality of your particular responsibility;
• Integrate valuable keywords from the job advert in the form of achievements under each role you list.

If you're on the search for further advice on how to write your application support manager experience section, get some ideas from real-world professional resumes:

• Led a team of 15 support analysts to provide 24/7 application support for critical financial software, reducing system downtime by 35%.
• Implemented a new ticketing system to streamline incident management, which improved response times by 25% and increased customer satisfaction scores to 90%.
• Coordinated with cross-functional teams to manage the successful upgrade of enterprise applications, ensuring a 99.9% rate of service availability.
• Managed application support operations for SaaS products, leading to a 50% reduction in critical incidents through proactive monitoring strategies.
• Drove the adoption of DevOps methodologies within the support team, enhancing deployment processes and reducing release cycles by 40%.
• Collaborated with product development teams to provide insightful customer usage data, influencing product enhancements that improved user retention rates by 15%.
• Oversaw a support team ensuring optimal performance of mobile applications, successfully managing over 500,000 active users.
• Initiated a comprehensive training program for new support agents, leading to a 30% increase in first-call resolution rates.
• Established a feedback loop with the app development team that resolved 95% of the recurring issues, significantly enhancing customer experience.
• Orchestrated the seamless migration of legacy applications to a modernized cloud platform for a global user base, leading to a 20% cost savings.
• Implemented a standardized problem management and resolution process, cutting mean time to resolve by 30%.
• Fostered strong relationships with third-party vendors, securing advantageous terms that resulted in an annual saving of $200,000.
• Revitalized the application support department by redefining strategy and processes, which boosted efficiency by 45% and reduced ticket backlog by 60%.
• Championed a customer-first approach that raised client satisfaction index from 70% to 85% over two years.
• Steered a proactive support initiative that identified and remedied potential issues before impact, achieving a 98% application uptime.
• Cultivated a culture of continuous improvement within the application support team, resulting in a year-over-year performance increase of 20%.
• Negotiated and managed SLAs for enterprise applications, delivering a 99% compliance rate.
• Oversaw the integration of an AI-driven support system that enhanced problem-solving efficiency and reduced average handle time by 50%.
• Devised and executed a strategic plan to consolidate application support services across various business units, which cut operational costs by $300,000 annually.
• Instituted a rigorous application monitoring framework that preempted system abnormalities, thus maintaining system integrity and performance.
• Partnered with development teams to ensure applications met technical and business requirements, achieving a 95% project delivery success rate.
• Masterminded a complete overhaul of the technical support ticketing process, which improved mean resolution time by 50%.
• Established a tiered support structure that enhanced troubleshooting capabilities and empowered level 1 support to resolve 30% more issues at first contact.
• Facilitated a series of cross-training workshops for support staff, significantly improving the team's versatility and reducing dependency on senior personnel by 40%.

Quantifying impact on your resume

• Document the percentage reduction in application downtime achieved through proactive support and maintenance strategies.
• List the amount of IT support tickets resolved monthly to demonstrate effective management of application issues.
• Specify the budgetary savings made by implementing cost-efficient support solutions or vendor negotiations.
• Highlight any increases in user satisfaction ratings resulting from improved application performance and support.
• Measure the reduction in response time for critical incidents after streamlining support processes.
• Quantify the number of successful application upgrades or deployments overseen and their impact on business operations.
• Detail the growth percentage of support team capacity or skill level improvements under your leadership.
• State the exact number of training sessions conducted to raise the application support team's competency levels.

Action verbs for your application support manager resume

How to shift the focus from your application support manager resume experience section to your professional profile

If you're at the start of your career journey or transitioning industries, you might be concerned about the lack of professional experience while crafting your application support manager resume.

How can you effectively present your application support manager resume experience section under these circumstances?

Rather than a traditional, extensive experience section, demonstrate your expertise through:

• Emphasizing your education. Your academic background might impress recruiters, especially if it includes recent, industry-relevant knowledge;
• Creating a compelling objective statement. The first few sentences of your resume should map out your motivations and career aspirations, offering insight into your goals;
• Highlighting your transferable skills. For example, if you've honed communication skills through volunteering, illustrate on your application support manager resume how these can benefit a potential employer;
• Detailing your technical background in certifications and skills sections. As a recent graduate, your technological foundations might be particularly attractive to employers looking to develop these skills further.

It's important to remember that employers sometimes prefer candidates with less experience but who are a better cultural fit for their organization.

Recommended reads:

• When You Should (And Not) Add Dean's List On Your Resume
• Should You Include Eagle Scout On Your Resume?

Listing your relevant degrees or certificates on your application support manager resume is a win-win situation. Not only does it hint at your technical capabilities in the industry, but an array of soft skills, like perseverance, adaptability, and motivation.

How to showcase hard skills and soft skills on your resume

Reading between the lines of your dream job, you find recruiters are looking for candidates who have specific software or hardware knowledge, and personal skills.

Any technology you're adept at shows your hard skills. This particular skill set answers initial job requirements, hinting at how much time your potential employers would have to invest in training you. Showcase you have the relevant technical background in your skills section , as well as your certificates ones.

Meanwhile, soft skills hint at how well you communicate, solve problems, and adapt to new environments . Basically, your interpersonal communication skills that show recruiters if you'd fit into the team and company culture. You could use the achievements section to tie in your greatest wins with relevant soft skills.

It's also a good idea to add some of your hard and soft skills across different resume sections (e.g. summary/objective, experience, etc.) to match the job requirements and pass the initial screening process. Remember to always check your skill spelling and ensure that you've copy-pasted the name of the desired skills from the job advert as is.

Top skills for your application support manager resume:

Application Monitoring Tools

Incident Management Systems

Scripting Languages (e.g., Python, Bash)

Database Management

Cloud Services (e.g., AWS, Azure)

ITIL Framework

Version Control Systems (e.g., Git)

API Management

Troubleshooting and Diagnostics Tools

Problem Solving

Communication

Team Leadership

Time Management

Customer Service Orientation

Analytical Thinking

Adaptability

Conflict Resolution

Collaboration

Attention to Detail

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

The basics of your application support manager resume certifications and education sections

Improve the education and certification sections of your application support manager resume by:

• Dedicating more prominent space to certificates that are more recent and have helped you update your skill set
• Keeping all the information you list to the basics: certificate/degree name, institution, and graduation dates
• Writing supplementary information in the details of your certification or education section, only if you lack experience or want to show further skill alignment
• Including your credential or license number, only if the information is valid to your application or certification

Within application support manager job adverts, relevant education, and certification are always listed within the key prerequisite for the role.

Ensure you meet all job requirements with some of the leading certificates in the industry:

The top 5 certifications for your application support manager resume:

• Information Technology Infrastructure Library (ITIL) - AXELOS Global Best Practice
• Microsoft Certified: Azure Administrator Associate (MCA Azure Administrator) - Microsoft
• Project Management Professional (PMP) - Project Management Institute (PMI)
• Certified Information Systems Security Professional (CISSP) - (ISC)²
• Certified ScrumMaster (CSM) - Scrum Alliance

If you failed to obtain one of the certificates, as listed in the requirements, but decide to include it on your resume, make sure to include a note somewhere that you have the "relevant training, but are planning to re-take the exams". Support this statement with the actual date you're planning to be re-examined. Always be honest on your resume.

• Should I Put In An Incomplete Degree On A Resume?
• When Should You Include Your High School on Your Resume?

Best practices to your application support manager resume summary or objective

To start, how do you know if you should include a resume summary or a resume objective ?

• Resume summaries are ideal for application support manager professionals with more experience, who'd like to give a quick glimpse of their biggest career achievements in the top one-third of their resumes.
• On the other hand, resume objectives serve as a road map for recruiters. Candidates use the objective to show how their experience aligns with the application support manager role they're applying for while showcasing the North Star of their career (or where they want to be as a professional in the next couple of years).

The resume summary or resume objective could be the perfect fit for your application support manager resume. The function of both is to highlight your professionalism succinctly. So, keep your writing specific: include no more than four sentences and target your application to the role. Here's how these specific resume sections help the application support manager candidates stand out.

Resume summaries for a application support manager job

• With over 10 years of dedicated experience in IT support management, I have cultivated a robust skill set featuring advanced proficiency in SQL, PowerShell scripting, and ITIL frameworks. I take pride in my track record of increasing customer satisfaction rates by 25% within a multinational FinTech corporation through strategic planning and exceptional team leadership.
• Bringing forth 7 years of top-tier experience from a fast-paced tech startup environment, I’ve successfully managed cross-functional teams to achieve a 98% issue resolution rate. I am adept in the utilization of monitoring tools like Nagios and Splunk, with a strong emphasis on continual service improvement processes and proactive system maintenance protocols.
• Transitioning from a successful 8-year tenure in telecommunication project management to application support management, I am keen to leverage my extensive expertise in stakeholder communication, process optimization, and customer relationship management. My commitment to delivering excellence is evident in my role in orchestrating a customer base expansion by 40% through strategic service improvements.
• Eager to transfer my 5-year journey from the world of cybersecurity analysis to a more focused application support management path, I bring a unique perspective on risk management, data integrity, and software support. My acumen in enhancing system security protocols led to reducing incident response times by 30%, showcasing my ability to adapt and excel in diverse IT environments.
• As an aspiring application support manager, I am enthusiastic about beginning my professional journey by utilizing my comprehensive understanding of computer science principles and my recent certification in network administration. My objective is to apply my analytical acumen and problem-solving prowess to ensure seamless application functionality and end-user satisfaction.
• Seeking to commence my career in application support management, I am highly motivated to apply my theoretical knowledge from a Master's in Information Technology and hands-on experience gained through internships. My goal is to employ my adeptness in programming languages like Java and Python, coupled with a profound commitment to mastering cutting-edge support methodologies.

Bonus sections for your application support manager resume

Looking to show more personality on your application support manager resume? Then consider including a couple of extra sections.

They'd benefit your application by highlighting your most prominent:

• Industry recognitions ;
• Community efforts ;

Key takeaways

We've reached the end of our application support manager resume guide and hope this information has been useful. As a summary of our key points:

• Always assess the job advert for relevant requirements and integrate those buzzwords across various sections of your application support manager resume by presenting tangible metrics of success;
• Quantify your hard skills in your certificates and skills section, while your soft skills in your resume achievements section;
• Ensure you've added additional relevant experience items, such as extracurricular activities and projects you've participated in or led;
• Use both your resume experience and summary to focus on what matters the most to the role: including your technical, character, and cultural fit for the company.

Looking to build your own Application Support Manager resume?

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Application Support Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the application support job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Continuous Improvement: Contributes to continuous improvement within the team / Pro-actively supports knowledge sharing within the team and across regions / Analyses system support processes to achieve continuous improvement. Identify trends from ticket analysis and provide recommendations to production management, application development and infrastructure teams to improve technology performance and efficiency
• Ongoing support: provide ongoing support for a number of applications, including Oracle/MS SQL based systems (e.g. New Athena); register incidents in the tracking systems; resolve incidents and complete root cause analysis; work with non-Russian speaking corporate support teams (database and system administrators) on changes and incidents; perform daily system health checks; track vendor information related to the new application versions or new system patches
• Will act as a technology SME for the team on various integration points of the suite of products and will show cross technology expertise in analyzing and addressing the issues
• Risk Management
• Leveraging problem management procedures to ensure incident trends are identified, tracked and resolved in a timely manner
• Event Management
• Supporting regulatory, management and activities on daily, monthly and quarterly basis
• Participate in the firms’ performance management and development process co-developing annual plans with counselees
• Execute and escalate the GPRCT problem management procedure as necessary
• Participate in the development of annual budgets and manage expenditures in order to operate within the approved budget
• Manage vendor software relationships
• Manage daily operations of a sub portfolio, product or area set of application (s)
• Act as an escalation point and manage problems and incidents related to applications within the sub portfolio, product or area
• Identify operational improvements
• Overseeing work reduction efforts across all PS teams, tracking planned vs. actual
• Effectively communicate issues and status updates with business users, second level support, and development teams
• When dealing with major issues, the group would be expected to make key business decision recommendations based on their knowledge of the systems and the business
• Be proactive in monitoring trends and instituting continuous process improvement
• Perform exception analysis and provide guidance and assistance to staff in using the various project tracking systems
• Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team
• Analyse the issues being raised against our applications and design, then implement or manage enhancements to prevent any future occurrences of these problems or issues
• Good knowledge on UNIX/ LINUX commands, basic shell scripting knowledge
• Strong knowledge of UNIX / Linux and the ability to use utilities to parse log files and diagnose host issues
• Very strong attention to detail and organizational skills. Strong work ethic
• Good communication skills, ability to multitask, proactive, strong organization skills and a relationship builder
• Highly self-motivated, self-directed, and attentive to detail with ability to effectively prioritize and execute tasks in a high-pressure environment
• Ideal candidate is a team player with strong customer service and organizational skills, ability to multitask and keen attention to detail
• Good understanding of business and operational processes, Capable of Problem / issue resolution, capable of thinking out of the box
• Good knowledge of Oracle/Mongo Database
• Demonstrated commitment and ability to provide excellent customer service
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively

15 Application Support resume templates

Read our complete resume writing guides

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• Technical Production Support
• System Administration (Access control management etc.)
• Application (theoretical) functionality and (practical) usage expertise
• Translation of business function requirement
• Liaison between STRH and Vendors regarding bug fixes and enhancements
• Interface data maps and functional data conversions between systems
• Data reporting and audit services for Internal Audit, Independent Audit, Regulatory Audit, and Model Validation
• Business Continuity planning and direction
• Participate in code review BA requirements and QA test script validation sessions as needed
• Provides technical training to technology teammates as needed
• Ability to interface with vendors, management, upstream and downstream partners
• Basic knowledge and use of UNIX/LINUX
• Working knowledge of Oracle DB and SQL
• Document data flows as needed
• 3 years Foreign Exchange
• 4 Year College Degree
• 6 years related experience and a thorough understanding of the technologies required to support Capital Markets

Application Support Enginner Resume Examples & Samples

• Supportoperations, projects, and capability improvement for the entire service lifecycle, including the key functions of
• Knowledge Management
• Work with management to determine understand Key Performance Indicators, Service Level Agreement Metrics & other metrics & translate into monitoring solutions
• Interface with Level 1, Development and Operations to understand known issues & implement proactive monitoring solutions
• Interface with Level 1, Development and Operations to address & diagnose performance & stability
• Interface with L1, QA, and Development to ensure good testing processes and standards
• Plan and execute Risk Management projects
• Identifying problems and opportunities, andparticipate in developingsolutions
• Participateand owninvestigation and resolution of complex problems related to supported technologies
• Provide escalated ticket/incident management for CCT supported applications as well as will participate in defect management, issue tracking/trending
• Communicating to end users, engineers, and operations
• Work with the vendor on any support cases to seek out and test resolutions
• Provide technical expertise andshare knowledge with team as required
• Be on a 24x7 rotation schedule to provide level-2/3 application support (a 24x7 L1 team fields all calls and escalate only if needed)
• Monitor the application performance andprovide technical support as required
• Strong proven Monitoring experience (Tivoli, CA Wily, Topaz, VCOPs, etc)
• Strong proven experience with Windows Server, Linux, and/or UNIX
• Strong proven experienceas a Subject matter Expert or Lead inIT operations, software support, and projects
• Excellent proven experience in IT operations
• Experiencewith IT Risk projects
• Experiencewith operations capability projects

Application Support / Operate Resume Examples & Samples

• 3) Database batch monitoring & escalation of issues. Tool used - Autosys
• 4) Basic Unix knowledge is required
• 5) Monitoring tools knowledge (eG & Wily are used currently)
• 6) Very Good in Communication
• 7) Should be proactive
• 8) Should be alert and able to act quickly in case of incidents
• 9) Should be flexible for working in
• Shifts – 7AM to 4 PM IST or 11 AM to 8 PM IST
• Weekends & India holiday working – on a rotational basis
• A bachelor's degree in Computer Science or equivalent experience
• Minimum of 6 years of application support/ incident management/ operate
• Excellent communicator - both technically as well as with executive management
• Ability to interface with Business stakeholders, senior management & communicate project updates
• Creative problem solver and solution developer when presented with conflicting requirements, business demands and technical risks/issues

Application Support Director Resume Examples & Samples

• Work with the peers in development, engineering & architecture to develop the production transition and management processes
• Manage all Production support activities associated to JPMIS managed platform, Applications, Services, 3rd Party Applications/Services, and Big Data Platforms such as Hadoop and Greenplum
• Develop, implement and enforce best practices and operating standards Overseesactivities related to maintenance of the application systems that are running the daily operation of the firm
• Oversight for the creation and maintenance of application Service Level Agreements, root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
• Work with Development, Engineering, QA & Architecture teams to ensure application designs conform to accepted standards
• Partner with Application Development, QA, Architecture and Engineering groups on all release and support activities
• Establish and track metrics related to key performance objectives and service levels
• Must have8 to10 years of Application Development and Production / Operations management experience
• 5 years leading IT organizations in a fast-paced application development environment
• 4 year degree in Computer Science or related experience
• Working knowledge of DevOps model
• Very good knowledge of IT Service management principles and ITIL
• Ability to manage conflict professionally
• Experience managing production operations team
• Experience in big data technologies and advanced analyticsis a plus

Production Application Support Resume Examples & Samples

• Proven experience working in an application support environment
• Good Scripting knowledge in UNIX Shell/Perl
• Flexible to learn new tools and Technologies
• Experience in Investment Banking Domain
• Working knowledge on BO

Application Support Resume Examples & Samples

• Investigate and analyze production issues and resolve them in a timely manner
• Identify bottlenecks in the batch processing
• Code development for bug fixes and batch improvements
• Coordinate with development teams
• Production Metrics and Reporting
• Familiarity with working in geographically dispersed team

Fidessa Application Support Resume Examples & Samples

• Bachelors Business/Engineering/Computer or related degree
• 10 years of experience in Financial domain – Equities, Portfolio, DMA, Algorithmic trading/support/ financial technology
• In-depth knowledge of Canadian or US equity markets
• Excellent* oral/written communication skills
• Team player, ability to multi-task & handle communication in high visibility outage situations
• FIX Protocol – FIX 4.0 / 4.2 / 4.4
• Knowledge of SQL, UNIX Shell Scripting
• Strong Fidessa Server Operations
• Knowledge of the following business products
• At-least 3 to 5 years of experience with IIS, .NET, SQL Server 2005, 2008 and other web services required
• Strong PL/SQL skills required
• Experience in a WINDOWS OS required; WINDOWS scripting experience preferred
• UNIX experience a plus
• Excellent interpersonal relationship, communication and presentation and organizational skills required
• Experience in leading multiple projects
• Knowledge of financial systems/market a strong plus
• Experience on projects utilizing Agile methodology a strong plus

Private Bank-head of Infrastructure & Application Support Resume Examples & Samples

• You will lead the EMEA Infrastructure and Application Support team for the Private Bank, and be accountable for their performance, efficiency and team morale
• You will work with business and IT leadership to understand IT business strategy and their implication to the Infrastructure and Support operations under your responsibility
• You will be accountable to Business and Technology Management for end to end infrastructure and application support scoping, planning, development, implementation and post-implementation maintenance
• You will prioritize and manage the issue resolution process as well as follow up for any application production problems; and oversee Operations Monitoring and Capacity Management
• You will also 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; and interact stakeholders and client users to understand and prioritize demand and suggest enhancements
• You will manage business baseline technology budget for infrastructure and application related activities, and seek ways to reduce baseline infrastructure and application related costs
• You will manage individual workload and work of the teams to deliver to agreed upon project milestones; identify/mitigate risks to delivering solution on time; and act as a leader, providing a clear vision, strategy and act as a support and a review point for Project Managers and Developers and manage escalation
• You will oversee activities of Infrastructure and Application Support Managers, as applicable and provide individuals with constructive feedback as it pertains to individual and team performance; coach staff in technical and non-technical matters and delivering on other job-related responsibilities; conduct performance reviews, appraisals and personal development planning with each team member; and promote effective teamwork and manage interpersonal relationships
• You will also be responsible to keep abreast with the latest Service and Technologies industry enhancements and Standards. You will share knowledge with the team and propose adoption of new Service & technology
• Provide fast and effective analysis of solutions
• Be involved in all stages of delivery of new applications
• Work with the Global counter-parts to create, document, implement and maintain best practices
• Ensure auditable compliance to all corporate, regulatory and legal requirements
• Will have the desire to promote themselves and their team within the organization through working proactively with other departments to improve work processes and build relationship
• Notifying the business unit of system issues or failures in a timely manner
• User requirements and feedback are incorporated into the applications
• Work closely with developers and engineering to either develop, or provide specifications for tools to: Improve monitoring, increase the stability of the plant and Automate manual tasks
• Standardize support and monitoring procedures
• Provide follow-the-sun support
• 3 to 5 years of working experience in application support in an electronic trading environment
• Good working knowledge of FIX Protocal
• Chairing outage resolution conference calls, managing significant incidents and coordinating communications
• Interacting with Development Team colleagues to gain and evolve knowledge of MS Listed Derivatives applications
• Analyzing performance and support metrics for proactive incident avoidance and opportunities for support service improvement
• Interaction with Offshore team members for incident escalation and handoff
• Advanced planning (Runbook) and support of critical business events
• Marshalling diverse infrastructure resources for incident resolution
• Familiarity with ITIL service management frameworks would be of benefit
• Challenging existing practices to strive for continuous improvement
• Japanese proficiency preferred
• Confidence and command of the spoken English language
• Ability to think critically and analytically and to be able to explain yourself in a concise, coherent manner to the right
• Taking ownership and managing production requests/questions/issues
• Manage production problem related incidents- Perform post incident analysis / documentation and related follow-ups
• Planning for IT/Business/Market change events
• Understand the overall business flow, supported application systems and its interface with clients
• Be flexible to provide weekend oncall rotation (every 6 weeks) ?for follow the sun? for Asia/Europe and North America as Escalation contact from offshore team
• Document the knowledge articles and related support pages (remove)
• Liaise with external parties to resolve issues (markets, data providers, etc)
• Knowledge of the financial industry
• Previous experience supporting reference data and middleware architecture

Application Support Group Manager Resume Examples & Samples

• Ability to control incident call and determine the shortest and clearest path to resolution
• Ability to navigate a technical environment (unix, windows, autosys, fileshares)
• At least 10 years IT experience, with some of it dedicated to support
• Ability to interpret ITIL framework into practical procedures
• Assisting the users with end-user computing issues
• In depth understanding of Equity Cash and derivative trading concepts and ability to interact with traders
• Knowledge of:- scripting languages, ksh, Perl, Java, CGI, Visual Basic, HTML and XML
• Can do attitude Candidates should have experience in the financial services industry

Level Application Support Resume Examples & Samples

• Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms
• Effective call management including logging, monitoring / updating, prioritising and resolving calls in a timely fashion
• Is able to plan, schedule and monitor work activities in order to meet time and quality targets
• Provide advice and guidance to colleagues where required
• Demonstrable knowledge of Windows 2003/2008/2012 server O/S
• Demonstrable knowledge of Analytics and/or Datawarehouse systems
• Demonstrable Intermediate to Advanced knowledge of web platforms such as IIS, Weblogic, WebSphere, Apache, Tomcat etc
• General understanding of networking (LAN/WAN/Loadbalancing/DNS/Proxies/DMZ) concepts
• Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc
• Creation of simple SQL queries, running pre-defined scripts, configuration, security, and interpreting logs and traces
• Knowledge of at least one of the following platforms: Spotfire, Hyperion, BusinessObjects, SPSS Modeler
• Application knowledge of Hyperion Reports (Financial Reporting) , Hyperion Analyzer (Web Analysis)
• Experience with Windows Batch/Powershell Scripting
• Windows Systems in an Active Directory environment
• Excel and MSOffice
• MS SQLServer or Oracle RDBMS

AML Application Support & Data Analyst Resume Examples & Samples

• Strong knowledge of information technology standards, methodologies and audit requirements
• Knowledge of data management principles: data governance, analysis, architecture, modeling, cleansing, record management, and meta-data management
• Knowledge of software quality assurance, test case design, creation and execution
• In-depth experience doing data analysis, data migration and data transformation
• Intermediate knowledge of AML detection methodology
• Intermediate knowledge of financial services and products, especially Capital Markets
• Strong in Microsoft Access / Excel
• Intermediate in Structured Query Language. (e.g. NETEZZA, SQL Server, DB2, and Oracle)
• Intermediate working knowledge in SAS
• Experience with TIBCO Spotfire
• Experience with ETL process and technologies
• Experience with Oracle Mantas and BAE System NetReveal is a bonus
• Unix / Linux: Experience of supporting Unix based applications including experience troubleshooting in a Unix environment. Power user of either VI or Emacs
• SQL/Databases (MSSQL/SYBASE/DB2): Understanding of tables, views, indexes, and stored procedures, and the ability to understand them by reading their definitions. Familiarity with SQL constructs. Understanding of transactions, query plan analysis and database troubleshooting
• Perl: Ability to write a Perl program from scratch and ability to understand existing scripts by looking at them. Understanding of object-oriented design and Perl data structures
• General Software Skills: Understanding of source code management concepts and experience with at least one source code control tool. Ability to debug and troubleshoot (C/C++, VB, Java, HTML, XML, JavaScript) code by examining logs, using debuggers, etc. Ability to locate and understand software documentation
• Autosys: Ability to create and debug Autosys jobs and dependencies. Ability to analyze a complex job stream and correct any inconsistencies, errors or omissions and point out potential problems
• Windows: Basic understanding of the Windows environment
• Web technologies: Ability to read Flex/ExtJS written GUI code, perform debugging and troubleshooting, understanding of web service, ability to perform investigation on input/output messages
• Experienced, technically hands-on professional that understands both code and infrastructure
• Solid track record in an operational/support role, understands incident/problem/change management and how to drive stability across organizations
• Be able to manage an outage incident, coordinating user communications, and other teams to help resolve an incident
• Strong and keen focus on metrics and trend analysis
• Strong problem solving skills with ability to analyze and understand data
• Candidate must have the ability to forge strong relationships and coordinate effectively with multiple parties during outages and actively communicate updates to APG and BU partners
• Must be comfortable with on-call rotation including weekend work
• End user support ? be able to talk to users to discuss their problem and work through to a resolution
• Self-motivated with exceptional oral and written communication skills, ability to communicate clearly and concisely
• Strong ownership mentality with a focus on customer satisfaction
• Detail oriented and organized with strong analytical skills
• Experience working in a virtual or global team
• Self-starter and ability to multi task with a ?can do? attitude
• Familiarity with ITIL terms around incident and problem management*LI-AK1
• Data & Configuration changes execution
• Batch scheduling changes (Bank Holidays schedules, etc)
• Collate data for Proactive Service Improvement Initiatives (does not include code changes)
• MPR attendance (Major Problem Review)
• Collate data for and help coordinate Capacity/Performance Management
• Ad Hoc Reporting where appropriate
• Reviewing of Implementation Plans & Release Documentation
• Maintain open and timely communication with relevant business, supplier and IT personnel, particularly Change the Bank development teams
• IBM BPM ( good to have, not mandatory)
• Managing a fast-paced queue of support inquiries and requests
• Communicating via phone and email with users and stakeholders to review issues and determine solutions
• Troubleshooting and debugging system issues, and providing technical logging or database information when applicable
• Supporting regulatory, management, front office requests and activities on daily, monthly and quarterly basis
• Release Deployments
• Participating in the Incident Management and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting

Engineer Application Support Sap-sd Resume Examples & Samples

• SAP Engineer Application Support mainly in the area of SAP-AFS SD
• Collaborate with our two main support partners the first level support in our market organization and the external second level support organization with the aim to provide best-in-class service towards our end users
• Manage, challenge and monitor our second level support as close as necessary to ensure a high quality issue resolution both time and quality wise, in the area of SD
• Be the third level support and if necessary take over end to end responsibility with the aim to steer the issue resolution
• Act as the single point of contact for our first level support in case of escalations and for the external service organisation within the area of SAP-SD
• Utilize your solid SAP SD knowledge and your technical capabilities to manage challenging issues within our SAP systems
• Strong SAP SD knowledge
• Knowledge about the SAP Apparel and footwear industry solution is a plus
• Able to analyze issues from a technical angle
• Knowledge about adjacent SAP modules like MM or FICO is a plus
• Ability to work in an international team environment and coordinate multiple tasks with conflicting priorities
• Motivated self-starter and detail-oriented
• 3-4 years SAP experience in SAP SD

IT Eq Sales Trading Application Support Resume Examples & Samples

• Manage and monitor alerts of critical trading systems
• Escalate system incidents and communicate immediate actions to relevant teams according to support procedures
• Investigate and follow up the incidents and provide short/mid/long term solutions
• Support Project Manager for technical solution review
• Perform QA and support UAT for the system changes
• Follow up trading connectivity from UAT to production
• Create and maintain monitors on critical trading systems

Application Support / System Analyst, Based Resume Examples & Samples

• Call Management
• Providing ongoing support for a number of applications, including Oracle/MS SQL based systems (New Athena, BSS)
• Investigating, tracking and resolving application issues
• Engagement appropriate non-Russian speaking support teams (database and system administrators, etc) in the bug fixing process
• Providing consultations upon requests from users
• Registering new issues or requests in the internal tracker systems
• Monitoring system performance and resolve system alerts
• Daily application health checks
• Tracking vendor information related to the new application versions or new system patches
• Change Management:to perform change management functions
• Preparation of the change support documentation
• On-boarding of a new application in line with JP Morgan standards into various systems
• Application version upgrade
• Script promotions (including running PL/SQL scripts)
• Application manual settings setup
• Vendor Management
• Managing all interaction with the vendor regarding issues, upcoming releases etc
• Tracking issues according to vendor service agreement level
• Requesting new issues or new requests registration on the vendor side
• Metrics Collection & Status Reporting
• Collecting, analyzing and reporting on system status and performance measures
• Analyzing business requests in order to create business/functional requirements documentation for the vendor or internal development team
• Supporting the UAT (user acceptance testing) process related to different projects
• Planning and managing testing activities for the entire project across CIB applications
• Publishing and tracking test schedules
• Users training
• UNIX/Linux scripting: Candidates need to be proficient in navigating UNIX servers, have good knowledge of operational functions in UNIX and be able to read / write and maintain unix shell scripts
• PERL scripting
• Networking (eg TCP/IP): understand the concepts of TCP/IP and data transfer
• Problem solving skills: Must be able to tackle problems based on limited information, be able to seek out solutions and work around problems
• Inter-personal skills/communication - Good cross-region communication skills are essential as there is regular interaction with the European / NY and Asian based teams and regular interaction with support groups from other areas of IT
• Understanding of ITIL management processes
• Understanding of RMDS product from Reuters (faultfinding & installation)
• Ability to work on their own and as part of a team

Application Support Speciliast Resume Examples & Samples

• Excellent knowledge of UNIX, Oracle, DB2 & Java
• Experience of developing or supporting customer facing applications
• Ability to learn new skills quickly
• Availability to undertake travel both domestic and international as required
• Knowledge of BMC Patrol, HP Business Availability Center (BAC/BSM) , HP Real User Monitor (RUM), CA Application Performance Management (APM 9.1) and UNIX Scripting (desirable)
• Knowledge of the ITIL IT Service Management framework (desirable)
• 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
• Strong communication skills are essential, and must be able to switch between technical terminology and business language easily
• Production management experience ITIL training
• Willingness to learn and take initiative
• Basic level exposure to any RDBMS (preferably Sybase) and programming (preferrably Perl) is required

Application Support BRM Associate Resume Examples & Samples

• Building strong technical partnerships with local and global development teams in order to allow production management to partner in system, environment and plant improvement. Enabling the adoption of DevOps collaboration
• Chairing outage resolution conference calls, managing significant incidents and coordinating communications within a trade floor environment
• Initiating, growing and shaping processes, procedures and strategies to make the team more efficient
• Prior experience within application Support
• Prior financial services industry experience
• Intermediate knowledge of UNIX operating systems
• Strong understanding of relational database concepts and sql syntax
• Familiarity with client/server based application architectures
• Excellent prioritisation and time management
• An analytical approach to problem solving
• Client facing
• Experience with distributed databases
• Infrastructure scripting experience - primarily using Unix OS
• Ability to manage multiple priorities, commitments and projects
• Self motivated, directed and passionate about what you do

Market Data Feed Support Application Support Resume Examples & Samples

• Support of the market data feed
• Full working knowledge or Perl or an equivalent scripting language
• Experience looking at log files, scripts, and the market data feed
• Experience working with financial exchanges
• MUST CURRENTLY LIVE IN TOKYO
• Ability to work in Unix or Linux OS
• UNIX/Linux scripting
• Some financial experience
• Fluent or Native level Japanese required, JLPT 2 level and above ONLY
• Support experience
• Experience supporting clients
• Investigation of user queries via log file and process interaction, e.g. session drops, order issues, flow breaks, booking issues
• Managing incidents by running conference calls, working closely with development teams, notifying the business and or compliance, tracking the failures and following up post event
• Liaison with the operation?s department and controllers where appropriate
• Work as a global team by following the sun support, standardizing documentation / tools and knowledge sharing
• A highly motivated, self starter who is happy working for demanding clients
• Strong technical, analytical and problem solving skills with the ability to clearly present technology to a non technical audience
• Understanding of Equity Cash and Derivative products, how to price and their trading concepts
• Good understanding of Unix
• Good understanding of relational databases and SQL syntax. (Sybase database experience an advantage)
• Scripting skills eg perl, cgi, ksh, python
• Familiarity with ITIL service management frameworks
• Familiarity with IT infrastructure ? networks, storage, unix system administration etc
• Prior application support experience / trade floor exposure

Senior Rates Application Support Resume Examples & Samples

• Provision of London-based application support infrastructure for the European Rates Cash & Derivative application environment
• Complete ownership of the production environment for the European Rates Cash & Derivative applications
• Manage and control the implementation of all changes to this European Rates Cash & Derivative environment, including infrastructure changes, configuration changes, and software releases
• Work closely with the key groups, Front Office, to ensure they are receiving appropriate levels of service from the support team
• Co-ordinate support and infrastructure requirements into the development lifecycle, for example regarding monitoring
• Act as the interface between the infrastructure and development groups, ensuring that the appropriate IT infrastructure is in place for the business and future software releases. This will include project managing the infrastructure deliverables and reporting into the European Rates Cash & Derivative programme
• No specific education requirements
• Trading Floor Cash & Derivative Support experience required
• Experience working with Fixed Income
• Facilitation skills
• Financial Cash & Derivatives knowledge, eg Bonds, Swaps, Futures
• Multiple platforms e.g. UNIX, Windows
• Relational databases (esp. Sybase and SQL Server)
• Problem and Incident Management software

Application Support Leader Enabling Systems Resume Examples & Samples

• Ensure daily processing is complete and on time, and all operations meet/exceed service levels
• Defines and implements an effective team structure enabling IT to achieve economies of scale
• Works with business team and key stakeholders to identify and implement process centric SLAs to track and improve application performance and reliability
• Performs maintenance of on-going application control plans
• Maintains application SLA and on-going processes to prioritize and address performance issues
• Identifies and resolves issues of ticket elements
• Identifies and delivers multigenerational project plans to support strategic initiatives
• Develops and implements vendor partnerships that deliver application cost productivity within the core application areas
• Establishes methods to track and assess on-going application cost. Identifies and executes application cost reduction and simplification projects that improve year-to-year cost productivity of the application area
• Manages a team of employees and various consultant resources in support of Treasury’s applications. Ensures that resource levels enable the team to meet defined SLAs
• Establishes business-focused metrics and dashboards used to track and present the IT value proposition to team members and business stakeholders
• Bachelor’s Degree (or a minimum 4 years equivalent working experience) with a minimum 5 years of IT experience Eligibility Requirements
• Must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act
• GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen
• Must be 18 years or older
• Bachelor’s Degree in Information Technology
• Experience in developing business-wide applications
• Experience in managing 3rd parties to deliver technology solutions & applications
• Team and project management experience
• Possesses facilitation and influencing skills to develop long term relationships with the business
• Possesses understanding of core business processes and preparing financials to obtain project approval
• Ability to communicate at all levels of the organization, senior leadership to associate levels
• Ability to coach, mentor, and drive accountability within the team

Lead Analyst Etl Application Support Resume Examples & Samples

• Lead team to analyze, define, and document requirements for data, workflow, logical processes, hardware and operating system environment. Interfaces with other systems, internal/external checks, controls and outputs
• Coordinates new data development and ensures consistency and integration within existing application systems
• Gathers information about program objectives, functions, features and input/output requirements to design application systems that perform well logically and physically
• Analyzes and estimates feasibility, costs, time and compatibility with hardware/other programs
• Leads team to establishing audit procedures, ensure continued integrity of systems, and assist in post-implementation continuous improvement efforts to enhance performance and provide increased functionality
• Consults with clients to prototype, refine, test and debug applications to meet client needs
• Interfaces with clients to provide ongoing project status
• Bachelor's Degree (or minimum 4 years of equivalent work experience) with minimum 2 years of IT experience
• Minimum 2 years of experience with Informatica in a Developer/Tech Lead role
• Minimum 2 years of experience working on Data Warehouse projects Eligibility Requirements
• Experience with team leadership, project management, and execution of multiple simultaneous and/or large projects
• Possesses problem solving and analytical skills
• Ability to manage customer expectations
• Competent in strategic thinking and leadership
• Experience with Business Intelligence reporting tools (e.g. Cognos, Business Objects)
• Experience in Oracle database programming using Partitioning, Materialized View, and OLAP
• Experience in tuning Oracle queries/processes and performance management tools
• Strong data modeling skills (normalized and multidimensional)
• X and above (e.g. PowerCenter/ Power Exchange/ Data Quality)
• Experience with Oracle 10g and above
• Experience with Unix Shell Scripting (e.g. AIX, Linux)
• Experience utilizing SQL. Experienced in the application of six sigma process and rigor
• Experience with IT application development
• Strong communication skills, both written and verbal, tailored to different levels of the organization
• Ability to take initiative and operate with minimal direction
• Experience as a cross-functional team player working across a matrixed organization #DTR

Business Intelligence Application Support Leader Resume Examples & Samples

• Responsible for the full RTS (Ready to Serve) Support process for Business Intelligence, leveraging ServiceNow to deliver world-class support process
• Manage offshore Support Teams
• Manage Infrastructure improvement project to provide segregated/dedicated environments for WCS BI Technology components
• Manage the WCS owned environments ensuring 24x7 delivery of BI Services
• Manage the relationship with internal shared service providers for shared platforms, ensuring WCS CTQs are met
• Own the development release process, setting the documentation standards for contents and quality of handover documentation from development team
• Responsible for delivering improvements to platform (GECARS, Factorlink) reporting, migrating from legacy solutions through a dedicated GE resource
• Present BI Support metrics to the WCS IT Operating Review
• Bachelor's Degree (or equivalent work experience)
• 7+ years of IT experience
• Demonstrated ability to multitask across multiple projects and teams
• Demonstrated experience leading teams and using project management methodology
• Demonstrated experience driving service delivery improvements

Engineer Application Support Resume Examples & Samples

• Global mind set as the role requires the ability to work in global virtual teams
• Open and strong personality
• University Degree or comparable education

Service System Application Support Administrator Resume Examples & Samples

• 2+ years commercial real estate lending or servicing or financial services
• In depth knowledge and understanding of the Servicing Software, including, but not limited to, database structure, data relationships, security controls and methodology, functionality and Midland servicing policy and procedure
• Moderately high level of skill with Microsoft Office Products, specifically Word, Excel, Access, Project, and Power Point
• Translate business requirements into detailed technical design specifications, work with business analysts to analyze and document impact of proposed technology to existing architecture
• Create and refine preliminary design/mockup of new functionality, develop pseudo-code based on detailed design specifications, and assist in defining scope
• Communicate technical integration decisions, issues and plans with project teams
• Document performance requirements, development standards and security requirements, develop flow charts, functional diagrams and descriptions to communicate technical design specifications
• Solve application performance, defect and stability issues while providing enhancements and process improvements

Application Support for Market Data Feeds Group Resume Examples & Samples

• Experience with scripting languages (korn, Perl, Python)
• Knowledge of file transfer protocols: FTP, HTTP/HTTPS, SFTP, FTPS, etc
• Knowledge of encryption products and methodologies such as PGP or equivalent
• Strong time management and project management skills
• Capacity to coordinate and work with various departments within the firm as part of large scale projects and as part of crisis management
• Pro-active, self motivated individual able to work in a rapidly changing environment
• Attention to detail with strong problem solving and excellent customer service skills
• Strong team collaboration
• Programming languages (C, C++, Java) background is a plus

Senior Specialist Warehousing Application Support Resume Examples & Samples

• Understands technically all involved systems / interfaces and their interdependencies
• Supports all Manhattan application environments and provides technical release support/upgrades
• Provides application environment monitoring and patching, as well as, support for potential enhancements and upgrades
• Create/maintain WM application monitoring scripts
• Provides professional, courteous, and knowledgeable service to all groups in a timely manner
• Acts with an appropriate sense of urgency and follow up to ensure issues are resolved to prevent any business disruptions
• Effectively communicates service request status and actions taken towards problem resolution
• Interacts constructively with colleagues to resolve customer issues in the most effective manner
• Actively seeks and applies knowledge gained from colleagues and outside resources and share that knowledge with others
• Develops and maintains subject matter expertise for the team/department
• Acquires a good understanding of the warehouse process flows and functions across the Warehouse Management System as well the Warehouse Control Systems
• Working experiences in an IT application support role for industrial companies or warehouses
• Prior experiences with database technologies / SQL
• Unix experiences are a plus
• Network LAN / WAN is a plus
• Windows Server experiences are a plus
• Ability to clearly communicate
• Ability to challenge and propose alternative solutions
• Knowledge in a warehouse logistics system is a plus
• Be able to examine issues both strategically and analytically
• Available off-hours as necessary to support the facility
• Bachelors degree or equivalent experience
• Proven track on internships in the related fields
• Troubleshooting complex software application issues. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, application server setup, database management, data analysis, and third party products
• Providing excellent client management inclusive of good communications, responsive follow through, and advocacy for client issues within internal departments
• Able to analyse trends associated with the customer base and report / escalate potential areas of risk
• Prioritizing numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels
• Collaborating extensively with peers, Business Analysts, Operations Staff and Account Managers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients
• First level system administration of client environments including: Tracking all changes and working with our internal teams to ensure optimal performance and response times
• Experience with distributed databases; Sybase, DB
• Infrastructure scripting experience, Autosys

Marketing Application Support Supervisor Resume Examples & Samples

• People management responsibility
• Demonstrate some in-depth knowledge of corporate organization and policies
• Demonstrate business, technical or functional knowledge at the mastery level
• Demonstrate administrative or operations knowledge
• Demonstrate skills in project management, analysis, communication, scheduling, controlling and presentation
• Demonstrate management capability
• A highly motivated, self-starter who is happy working for demanding clients
• Strong technical, analytical and problem solving skills with the ability to clearly present technology to a non-technical audience
• Understanding of real time distributed application architectures and experience with message based protocols e.g. FIX
• Technical strengths would include the ability to demonstrate good knowledge of unix / Linux and the ability to use unix / Linux utilities to parse log files. This would include the basic use of a scripting language but NOT include competence with a mainstream application programming language. Good business knowledge of Equities or Fixed Income would include the ability to demonstrate an understanding of different instruments and how and where they trade. This would also include the ability to describe an order book and the different order types that can be used

Associate Director of Application Support Resume Examples & Samples

• Lead organization-wide Tessitura managers group
• Plan and implement Tessitura improvements to keep organization at forefront of capabilities
• Liaise with Tessitura Network to speak for improvements needed from organization
• Manage Tessitura workflow including requests from NYCB departments and theater renters. Communicate with users about their needs and insure that requests are completed in a prioritized effective way
• Manage Tessitura programming team to accomplish all Tessitura requests together
• Manage departmental projects such as season set up and configuration, campaign/appeals planning, advanced data extractions, and financial reconciliations/audit
• Develop and document standard operating procedures for Tessitura
• Manage data standards and act as gate-keeper to define how data is used
• Provide basic training to all new users, provide advanced training in lists, extractions, and T-Stats to power users
• Identify opportunities to improve Tessitura operations and proactively suggest and implement solutions
• Bachelor’s degree and minimum 5 years of experience in application support function
• Minimum 3 years of experience with Tessitura, preferably at performing arts organization
• SQL fluency and strong understanding of MS Office, particularly excel required
• Experience documenting and instituting database standards and operating procedures
• Experience training users in Tessitura a plus
• Excellent customer service skills in working with internal stakeholders/clients
• Ability to multi-task, prioritize and be flexible in a fast-paced, dynamic environment
• Reliable self-starter with a desire to take initiative to work both independently and as part of a team

Gso Developer / Application Support Resume Examples & Samples

• 2+ years of experience working for a financial services firm
• Familiarity with the Microsoft platform, .net, C#, SQL, SSRS, and financial mathematics (i.e. bond math)
• Knowledge of credit products preferred

Identity & Access Management Application Support Resume Examples & Samples

• Providing 24x7 production support to our GIAM products and services under the round-the-sun model with support personells in three different time-zones
• Partnering with the IT Infrastructure team to build and support the application servers and infrastructure
• Partnering with Incident management team to resolve the production issues and service outage of those applications consuming our products and services
• University graduate of Computer Science or Computer engineering with 7+ years of working experience
• Solid production support experience of the large-scale mission critical applications in the banking field
• Good understanding of IT Risk & Control, in particular of identity and access management requirement in global financial institution
• Professional qualification of CISSP is a plus
• Strong communication skill with the exposure of the cross-culture environment
• Mature team player and able to solve complex problems and execute tasks with minimum supervision
• First and foremost satisfy users
• Giving user support to Ericsson engineers: handling support tickets, service requests
• Participation in daily operation of applications, proactive support, health check
• Giving feedback to development team; design reviews with operation focus
• Participation in root cause analysis
• Participation in operation acceptance activities

VP Head of Point Application Support Resume Examples & Samples

• Management oversight and leadership of the following BRAIS IT teams: New York “Run-The-Bank” (RTB), POINT Support Engineering team
• Work closely with Global Head of BRAIS Production Support to develop and implement POINT product support strategy
• Seek continuous improvement of support models, protocols, procedures and enhancing customer experience
• Collaborate with Head of Release Engineering and Head of Platform to devise and implement recommendations for improving product supportability and resource effectiveness
• Proactive and frequent communication with BRAIS IT management team on progress, problem resolution
• Understanding of Fixed Income, Derivative and Equity products
• Strong knowledge of relational databases and performance tuning
• Knowledge of programming languages and techniques
• Knowledge of trends in technology relating to software applications
• Demonstrated Leadership qualities
• Ability to quickly adapt to changing priorities and demands
• Ability to handle high-pressure situations with tight deadlines
• Ability to effectively prioritize and execute in a high-pressure environment
• Excellent written, oral, interpersonal, and presentational skills
• Proven planning and organization skills
• Very strong customer service orientation

IT Application Support Resume Examples & Samples

• Main business contact for day-to-day technology issues / requirements for the Cash Equity business
• Understanding the Equities business flow and providing expert application consultation and support to the Front Office and Middle Office
• Working hand-in-hand with Front & Middle Office to support trading, P&L and booking of the trades from an application perspective
• Develop key application expertise on the Global Equities suite of applications, working with regional/global teams
• Participate in key projects for expansion of the business to ensure seamless implementation
• Ensuring the operate stability of the application suite and making sure that system capacity is actively managed
• Follow ITIL Application Support methodology to carry out incident and system change management procedures, manage and track of daily production problems; ensure effective and timely resolution and communications to the client; coordinate with exchanges or brokers; report and follow through bug fixing with development team
• Management and tracking of daily production problems; ensure effective and timely resolution and communications to the client; report bugs back to overseas development team
• Conduct system Quality Assurance Testing and assist in User Acceptance test; perform deployment or upgrade of mission critical trading applications and systems
• Ensure adequate performance and operation of the systems - monitor the performance⁄ operation, diagnose and address any problems
• Shift duty, weekend and holiday work might be required
• In-depth knowledge of Equity/derivative products
• Experience of working in front office trading environment
• Strong technical skills (Unix, SQL, excel)
• Rapid Application Development experience preferable using Excel
• 5-8years experience supporting a financial workplace environment, experience in Equity trading supportparticular Tradeplant exposure preferred
• University qualification with IT major
• Knowledge in Electricnic trading/ Algo trading will be an advantage

Matrix Application Support Resume Examples & Samples

• An ability to demonstrate strong technical knowledge in Linux / Unix, Databases, Storage, Networking and Windows through hands on experience
• Strong self motivation and desire for excellence
• Strong understanding of trading floor technology
• Experience in an FX role, or a good knowledge of FX products
• Apache, Tomcat, SQL an advantage
• Perforce or other version management tool

Trading & Sales nd Level Application Support Resume Examples & Samples

• Communicating with our users to receive requests and incident tickets and keeping business users updated
• Problem-solving issues across multiple systems in conjunction with 3rd level support and development teams
• Leading major incidents to ensure that incidents which may have an adverse impact are appropriately escalated and resolved
• Delivering improvements across software applications including monitoring and automation

Senior Application Support Resume Examples & Samples

• Strong knowledge of cash and derivative products, ideally within FX
• Demonstrable experience of supporting a low-latency business
• Perl / Unix / Unix scripting
• Preferable Technical Skills
• Experience of using databases such as Oracle / Sybase for queries
• Exposure to 29West / Informatica ULLTRA low latency messaging
• Experience of using Corvil monitoring outputs
• Experience of configuration and usage of Geneos monitoring platform
• Experience Required
• 2+ years of work experience with a Capital Markets firm in a client facing function
• Ensures that appropriate levels of Quality Assurance have been met for all new and existing products
• Interface with internal and external business and technical partners
• Production Application Support experience is required for this position
• Background in systems project life cycle, with emphasis on systems analysis and software support. The candidate must have at least 5+ years of hands-on application support experience
• Desired experience working with and troubleshooting, J2EE, JVM's, Java Servlets, JSP's, LDAP, Informatica, WebSphere, Apache, FAST, Control-M Scheduling tool, Foglight monitoring
• Sybase/Oracle, ability to debug stored procedures and riggers, ability to write complex SQL to aid in business queries
• Expert in Linux with experience with Shell scripting is preferred
• Experience with Spotfire Visualization tool would be a plus
• Familiarity with financial instruments and portfolio management is highly desirable
• Results oriented and highly flexible individual
• Sybase, Oracle, SQL skills, Informatica ETL tool, WebSphere, Apache, FAST, J2EE, LDAP and Spotfire
• Provide mission critical response to daily issues through in-depth investigation and problem solving techniques
• Issue management, liaising with the required development and 3rd level support teams globally
• Effectively communicate and escalate issues between the business and team members in order to ensure proper handling of issues is provided
• Incorporate personal knowledge in the development of support tools and efficiencies that will be used by the team for daily or specific events. ? Liaison between development and business teams to improve the quality of the system and its applications
• Special projects
• Ensure that the World link applications are available and supported in line with the defined system service level agreement
• Record and document accurately and in a timely manner support activities, which should include support tasks and outages. This information will be used to assist in identifying areas for investing in improvement initiatives
• Provide in depth analysis of queries raised by the business, ranging from disbursement issues through to detailed analysis of reporting issues
• Identify reoccurring issues and resolve accordingly
• Support stability initiatives and work to achieve corporate and Global Production Support goals
• 4 - 5 years’ experience working in a support environment – Infrastructure, Development, Production Support
• Understanding of Incident/problem/change management methodologies
• Understanding of Project Management best practices
• UNIX Shell/Perl scripting knowledge (Essential)
• Windows based server clustering and networking (Recommended)
• Windows PowerShell
• MS SQL Server knowledge including SQL
• Java programming (Not essential)
• An basic understanding of networking and webserver certificates

Intern, Application Support & Development Resume Examples & Samples

• Assist release management & application support in documentation of processes
• Identify redundancies in current processes
• Assist application support in designing work flows supporting the migration to Service Now
• Assist development teams in documenting application reduction project (App Smart)
• Requirements planning and management
• Requirements elicitation, analysis and documentation
• Leadership & Communication skills
• Analytical and critical thinking
• Sense of Urgency
• Presentation skills
• Creating and documenting process flows
• Great communication skills: verbal and written
• Great customer service skills
• Process oriented
• Knowledge of Microsoft Office products
• Analytical, reporting processes
• Familiar with Visio
• Familiar with SharePoint
• Familiar with Software development lifecycle
• Completion of 300 level Development courses
• Basic SQL, DB knowledge
• This is a 3 month internship open to current seniors
• Preferred, but not mandatory, majors are: Information Technology, Computer Science

Director, Application Support Resume Examples & Samples

• Solid understanding and grounding business functional processes and operations
• Deep business functional capabilities and expertise. Able to work with the business partners and stakeholders
• Excellence and relentless focus on efficiency and cost control by deploying knowledge of functional skill sets on Operations and Spend Optimization
• Ability to convert long and short term plans into actions and results with vendors, supporting functions and employees
• Developing and using Collaborative Cross Functional relationships across business functions and IT departments to accomplish objectives. Using Influencing skills across dotted relationship lines is a key skill
• Solid Project Management capabilities to plan, secure and manage resources
• Developing Talent at Analyst, team lead and vendor leadership levels
• Good awareness levels and ability to convert trends, ideas and observations into long and short term actions plans based on BIG and bottler priorities
• Excellent Communication skills – written and verbal- for effective dialogue with bottlers, customers and system. Good listening ability

Application Support Equity Division Resume Examples & Samples

• Notify Compliance in a timely manner of regulatory issues
• Liaise with external parties to resolve issues
• Investigating and resolving data quality issues
• Investigation of user queries. E.g. flow breaks, booking issues, data issues. Liaison with operations and controllers where appropriate
• Work closely with APG to ensure the support team has excellent knowledge of the application set
• Work closely with APG and Engineering to either develop, or provide specifications for tools to: Improve monitoring, increase the stability of the plant and Automate manual tasks
• Good working knowledge of FIX
• Strong technical, communication, analytical and problem solving skills
• Good understanding of operating systems (UNIX, PC)
• Professional ownership of issues
• Knowledge of: scripting languages, ksh, Perl, Java, CGI, Visual Basic, HTML and XML
• Proven experience in an application support or systems support role in a LAMP or Unix Environment
• Eperience of Application deployment, configuration management and maintenance under multiple Server Operating System environments utilising puppet, svn etc
• Experience of System administration in a Linux Environment
• Experience of scripting languages e.g. Bash, PHP, PERL

Pb Accounting & Fund Services Application Support Resume Examples & Samples

• Proactive & reactive ready-for-business checks
• Proactive & reactive real-time monitoring of processes, connections & trade flows
• Liaise with external parties within firm to resolve issues
• System break/fix and user recovery
• Investigation of user queries. E.g. pricing, breaks, booking issues, data issues. Liaison with operations and controllers where appropriate
• Escalating problems to level 3 (core development and engineering) groups
• Act as an escalation point for frontline
• War gaming failure scenarios identify problems with outage recovery procedures. Work with necessary parties to ensure that these are resolved
• Infrastructure and capacity monitoring and management
• Work closely with development teams to ensure the support team has Excellent knowledge of the application set
• Document recover procedures
• Client requirements and feedback are incorporated into the applications
• Operational enhancements are provided
• Work closely with development teams and Engineering to either develop, or provide specifications for tools to: Improve monitoring, increase the stability of the plant and Automate manual tasks (Shell and Perl scripting knowledge is a plus)
• Be flexible to work different shifts in NA hours and / or weekend on-call, when needed
• Management of FTE domain leads in Bengaluru
• Oversight of offshore managed service in Pune and Guadalajara
• Change management including operational readiness of all CRD-originated technology, application, and database changes
• Previous production management experience. ITIL training is a plus
• A track record of delivering results in complex or ambiguous environments
• Ability to track, troubleshoot, and document outages, with a keen awareness of business criticality
• Ability to think clearly and effectively under pressure
• Strong analytical skills to identify problems and problem themes and drive the necessary process and technology improvements
• Interpersonal: ability to work well with people across the organization, at all levels; building relationships, while driving change
• Management: ability to motivate, inspire and manage team members to ensure effective and efficient resolution of support issues
• Experience with Microsoft Office suite for documentation, report creation, and presentations to Senior Management
• 8+years of experience
• Excellent knowledge of RDBMS, preferably Sybase and DB2
• Good working knowledge of Linux, Perl or shell scripting, job scheduling tools like Autosys, and messaging technologies like MQ
• Exposure to Service Oriented Architecture, Core Java, and Web technologies (JSP, JavaScript, DHTML)
• Familiarity with server-level hardware, clustering technology, fileshares
• Experience supporting a diverse technology environment - Linux, Windows & Mainframe
• Comprehensive knowledge of the Summit business functions
• Project coordination skills (liaison with business users, developers, vendor and test teams to bring persistent solutions together)
• Detailed understanding of the interest rate and currency derivatives products

SAS Application Support Risk & Finance Tech Resume Examples & Samples

• Bachelor's degree in Computer Science or related technical or business area
• Must have 5-7+ Years of SAS product installation experience in UNIX/AIX
• 7-10 years of experience overall, with at least 2+ years of experience working
• Registering data sources in metadata
• Tracking, evaluating, testing and deploying patches and hot fixes
• Responding to and resolve user reported incidents
• Escalating issues to SAS Support and work with SAS to resolve incidents

Application Support Equity Algorithmic Trading Systems Resume Examples & Samples

• Investigation of user queries via database queries using raw SQL, log files and process interaction, e.g. order issues, flow breaks, booking issues
• Notifying the business unit of system issues or failures and carrying out subsequent incident management and problem management in line with ITIL best practice
• Escalating problems to level core development and engineering groups in a timely manner
• Notifying Compliance in a timely manner of regulatory issues
• Highly motivated self-starter who is happy working for demanding clients
• Trading infrastructure and application support experience (e.g. order management system either in-house or vendor). Dealing with client order queries such as rejects, product data issues, exchange rejects and order manager / order router failures
• Excellent communication and interpersonal skills with a professional ownership of issues
• Strong technical, analytical and problem-solving skills with the ability to clearly present technology to a non-technical audience
• Technical strengths would include the ability to demonstrate strong knowledge of UNIX / Linux and the ability to use UNIX / Linux utilities to parse log files and diagnose host issues, as well as at least the basic use of a scripting language and preferably competence in a dynamic programming language (e.g. Perl or Python)
• Good business knowledge of Equities (including the ability to demonstrate an understanding of different instruments and how and where they trade as well as the ability to describe an order book and different order types that can be used)
• Understanding of the concepts of algorithmic trading, smart order routing and dark pools
• CISI Certificate in Securities
• Perforce or other source control management tool

Application Support Intermediate Analyst Resume Examples & Samples

• Work closely with second level support, development teams, and the business to determine strategy & priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
• This group provides the detailed knowledge of the applications. For example, they should be able to use the application User Interface as an expert user would, but would not typically being be expected to read and understand the application code
• There is a duty on this team to take ownership of user problems and be proactive when dealing with user issues
• Provide Off-Hours support, as needed, to resolve system problems during non-business hours or backlogs
• Provide leadership and daily support in order to ensure customer satisfaction. Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional
• Must have 5-7+ Years of SAS product installation experience in UNIX/AIX environment
• Familiarity with Enterprise Storage Management / Hierarchical Storage Management Desirable
• Proven track record of mid-level to senior SAS implementation and system management experience required, Unix shell scripting is required
• Adding, removing and monitoring jobs on the job scheduler
• Making recommendations to user community and management for improvement
• Install and configure SAS
• Strong analytical, logical, technical and problem solving skills
• Applicant should have a good working knowledge of customer support principles,
• Technical proficiency in order to facilitate investigations between the business, various levels of support and application development teams

Supervisor Technical Application Support Resume Examples & Samples

• Excellent level of spoken and written English (required)
• Prior people management experience (valued)
• Airline background (valued)
• Prior contact centre experience and excellent phone etiquette
• Analytical mind-set and open to work under pressure with deadlines
• Sense of urgency
• Good computer skills and knowledge of Microsoft systems and other complex systems
• Experience in customer support
• Skilled at priority setting
• Strong organizational, planning and time management skills
• Skilled at employee coaching, motivation and development
• Able to work in a matrixed environment supporting other global offices

Application Support VP Resume Examples & Samples

• Technical experience in HP NonStop technology environments and related dependencies between platforms, database, and application levels
• Experience in the support of real time transaction processing applications
• Working knowledge of application development
• Experience in enterprise incident management practices, also with monitoring and performance tools
• Excellent communication skills, both oral and written
• Self confident, self directed, ability to work with various levels of staff and management

Group Director, Sap Application Support Resume Examples & Samples

It site infrastructure & application support resume examples & samples.

• Knowledge of GE systems and Infrastructure
• ITIL V3 Foundation certified
• Sigma Trained

Senior Manager, Sap Application Support Resume Examples & Samples

• 5+ years leading the support or management of relevant technologies supporting the respective business function

L Application Support Sd-eam Resume Examples & Samples

• Demonstrable knowledge of MS SQL Server 2005/2008/2012
• Demonstrable knowledge of T-SQL
• Demonstrable knowledge of SSIS
• General knowledge of Stored Procedures and Data Transformation Services
• General knowledge of troubleshooting tools and techniques related to networks and systems
• General knowledge of ITIL
• Experience with Windows server and SQL server clusters
• Experience with writing technical documentation

Application Support Promotion Resume Examples & Samples

• Build Scope of Work and User acceptance Test documents
• Perform Applications development and maintenance
• Apply Security processes and procedures
• Highlight any risks or issues

WMS Application Support Resume Examples & Samples

• Partner with business community to help drive business decisions and re-engineer business processes; take a complex abstract level need as described by Subject Matter Experts and break it down to the individual requirements that would aggregate to fulfill that need
• Participate in new process implementation activities
• Translate business requirements into External / Internal design documentation
• Confirm business requirements, draft clear and concise specifications and documentation
• Leverage functionality of WMS application to satisfy requirements from multiple business units and to facilitate business process improvement and innovation
• Assist in the development of process and functional scripts in preparation for Integration and User Acceptance Testing
• Provide functional and technical system support to the user community
• Develop and execute test scenarios required to verify system enhancements and new business application modules/releases
• Provide input into the future Functionality, Implementation Methodology and Customization Standards
• Driving issue resolution and escalating when appropriate
• Knowledge of PL/SQL and relational database systems (Oracle preferred)
• Wide range of technology knowledge in complex distribution centers including WMS, WCS, MHE and Business Intelligence
• Must be self-motivated with the ability to handle multiple tasks simultaneously
• Bachelor's degree in Computer Sciences, Industrial Engineering, Supply Chain/Logistics, or related field
• Min 5 years of experience working in a Distribution Warehouse environment
• Experience with WMS implementation is preferred
• Fluency in English and Mandarin

LD Qapm Application Support Resume Examples & Samples

• Chairing incident resolution conference calls, managing significant incidents and coordinating communications
• Daily interaction with the Listed Derivatives Operations users to solve workflow and application related issues and to ensure critical trade booking, exchange deadlines, regulatory reporting and external client statements commitments are met
• Analysing performance and support metrics for proactive incident avoidance and opportunities for support service improvement
• Leading projects and initiatives within the team to implement new strategies; manage events (infrastructure change, software releases, business continuity tests etc.) and on-board support for new applications
• Acting as an escalation/communication point between Application development & other IT infrastructure teams and Business Units
• Listed Derivatives trade booking, allocation and accounting model, including flow from TC/Vista on downward all the way into
• Contribute positively to the IT support team, ensuring that the team provides proactive, timely, effective and efficient support to users
• Participate in the support activities which could be application specific or across the organisation such as RDR, BCP and infrastructure related upgrades
• Adopt operational workflow and processes, i.e. timely incident logging, quality issue/impact communications and appropriate escalations to the team lead and management
• Follow bank's control procedures and work flow e.g. change management, eform system and release processes
• Analyse and route issues to proper teams and oversee issues and resolution to closure
• Participate and collaborate with the project or development team in requirements gathering, clarification, and analyse impacts on issue or users requirements
• Participate in testing of any enhancement or bug fixes delivered by development team or vendor
• During incident team mobilization, responsible for the capture and dissemination of all incident artifacts to the team including up to date evidence of the current incident
• Capturing key actions, decisions and consequences in the incident ticket log in a real time manner
• Partnering with the Communications Manager and Incident Owner to prepare all internal team and external stakeholder messaging
• Responsible for managing the resource escalation matrix
• Ensure effective instigation of the RED/AMBER process
• Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident
• Experience in Technical Writing roles either in Application Development or Production Management
• General knowledge and understanding of Incident Management practices, skills and tools
• Broad understanding of technology frameworks across mainframe, midrange and distributed
• General understanding of Financial Services and key drivers of business performance
• Strong team player, ability to work effectively in a high performing team environment
• Knowledge of ITIL preferred
• Providing first line support of applications used by the Equities OMS Trading Front Office users including cash agency and program trading
• Provide information for a global project
• Managing incidents / application outages and proactive involvement in follow-up actions
• Interface with regional and global development groups to ensure delivery meets the firm standard
• Detailed knowledge of all business flows, the application architecture and the hardware configuration for supported application
• Perform system rollout and implementation and user acceptance test
• Escalate all unresolved issues to senior management as appropriate
• Team Leader aptitude (ownership, follow ups, communication, documentation, presentation, organizational skills)
• M.S in Computer Science
• Experience in C++, C#, Perl, Java, unix/linux programming, .net programming, Sybase, MSSQL, DB2
• Strong Business Analysis Skill (data mining and metrics analysis)
• Experience with Database Analysis, Design and Development (and tools)
• Ability to understand code with minimum help
• Knowledge of cubes / Olap products such as Essbase, HFM
• String quantitative analysis skills and ability to process large amounts of data
• Must have good communication skills, able to articulate ideas clearly to business users and developers and colleagues spread throughout the world
• Unix, Linux and Windows platform familiarity
• Experience with Hyperion Products
• Documentation skills (visio, excel, word, power point)
• Experience of working in a fast moving/challenging/global environment
• Strong communication, problem solving and multi-tasking skills
• The ability to communicate technical concepts to a diverse audience
• Informatica (ETL) development/ support experience

Manager, Actuarial Application Support Resume Examples & Samples

• 5+ years experience in an Insurance actuarial function, part of an actuarial IT support function, or as a project team member/leader on actuarial systems implementations (consultant or employee)
• Career progression that demonstrates increasing levels of responsibility, achievement and expertise
• Deep subject matter expertise in actuarial valuation and/or financial projection processes and systems
• College degree is required---graduate degree in a relevant field is desired
• Experience leading aspects of large, complex projects that cross organizational and functional boundaries
• Experience with one or more of the leading Actuarial modeling software vendor packages preferred
• Work as part of the Core Processing business aligned operate group to provide application production support
• Problem Solving - Ability to understand complex interactions and look for causes and provide solutions
• Communication - Ability to communicate effectively, verbal and written, with a variety of technical and business partners at various levels of seniority
• Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of CIB technology, applications, platforms and working practices
• Self motivated with confidence to drive issues through to completion in a highly pressured environment
• Good understanding of Unix/Linux infrastructure
• Scripting skills (perl/shell)
• DB basic query knowledge
• Understanding of scheduling tools (autosys/control –m)
• Basic understanding of java, apache and tomcat

VP Pricing Reference Data Application Support Resume Examples & Samples

• Oversight of offshore managed service in India
• Change management including operational readiness of all Pricing application, and database changes
• Weekend on-call rotation for escalations
• Planning for and participation in IT/Business/Market change events and disaster recovery testing
• Experience in an enterprise-level environment
• Financial industry knowledge
• Development teams to assist with software release check outs
• Operations business to understand their issues, to identify and implement solutions
• Review capacity and monitoring of our applications and design, then implement or manage enhancements to improve their stability
• Create, document and maintain Knowledge Management systems for our applications
• Provide technical solutions and liaise with the Operations business during critical production outages
• Manage the remediation tasks following critical outages, to avoid repeat failures
• IRD Swaps Trade Lifecycle Management
• IRD Swaps Pricing methodologies
• IRD Swaps Risk methodologies
• Investigation of user queries. E.g. flow breaks, booking issues, data issues
• Liaison with operations and controllers where appropriate
• Work closely with developers to ensure the support team has excellent knowledge articles in place
• Work closely with developers and engineering to either develop, or provide specifications for tools to improve monitoring, increase the stability of the plant and automate manual tasks
• Expertise in DB2, SQL Server, including the ability to create ad hoc queries, Windows, UnixLinuxa
• Familiarity with continuous integration tools like TeamCity, XML, Splunk, TWS Batch Scheduling

Equities Electronic Application Support FIX Protocol Resume Examples & Samples

• Provide Application Support (L2) for The Canadian Electronic stack
• Work with Trading, Support and other IT teams to gather new enhancements, or resolve issues
• Front office experience (Equities trading, Equities trading systems and market structure)
• Contact Clients and Brokers/Vendors to resolve connectivity issues
• Help close issues by review of relevant application logs, etc
• Monitoring of applications and pro-actively fixing any warnings
• Scripting - using Perl / Shell for system monitoring, and setting up of intra-day/EOD reports
• Provide weekend/after-hours coverage when required
• Liaise with local vendors, service providers and regulatory parties
• Solid knowledge of unix/linux/FIX/Sybase/SQL/scripting language (Perl, python)
• Good team player with a sense of integrity & ownership, ability to work collaboratively across teams
• Ability to learn quickly, document effectively
• Able to handle multiple tasks and prioritize appropriately
• Able to perform consistently under pressure
• Capable of effectively handling outages for critical systems in a fast-paced environment
• Good understanding of Equity Cash trading and ability to interact with traders
• Good understanding of local markets and local vendors, a plus for knowing other markets
• Experience with XML and SOAP data format
• Experience with Microsoft Excel
• Development experience in any programming language

Senior Lead Equity Derivatives Application Support Resume Examples & Samples

• Be the regional support lead of equity derivatives RTB (run-the-bank)
• Provide first and 2nd line technical support
• Implement, support and document risk management & trading platform production processes and procedures
• Create and maintain risk and P&L reports and troubleshoot any risk & P&L related issues with business users
• Perform daily Ready-for-Business checks and process market events such as corporate actions
• Automate repeatable production functions by developing scripts or application programs
• Configure, install, troubleshoot and maintain internal trading and risk applications
• Provide leadership, guidance and training for junior staff
• Implement follow-the-sun model for the firm wide risk management platform
• Log all incidents efficiently and completely
• Provide timely update on production inquiries and incidents
• Collaborate with other IT development and staff on both system rollout and DR testing
• Ensure team adhere to the firm�s governance policies
• Bachelor of Science in Computer Science, Information Technology or Engineering
• Strong work experiences in financial industry particularly on trading floor environment
• Strong product and business knowledge

Intermediate Application Support Resume Examples & Samples

• Provides application, development and QA environment support to the project development team in order to ensure that system support is maintained during the Software Development Life Cycle (SDLC)
• Builds, maintains, and supports development and/or QA test environments and infrastructure for the development/QA environment (e.g. backup system, storage, etc.) in order to establish a proper development environment for the project team
• Installs and configures hardware and system software to meet the requirements of the project design
• Documents the final system configuration and installation procedure of the development/QA environment in order to make sure the Systems Design Document is current
• Monitors performance and availability of hardware, services, and applications to ensure that the development environment does not impact the project schedule
• Participates in testing, evaluation, and implementation of related software products (including new products, software packages, operating systems, and facilities) in order to ensure the software used in the project is compatible from end-to-end
• Performs testing of new and existing components of the network environment as it relates to development/QA environments to meet the project requirements
• Installs hardware/software/network components and software upgrades as required to ensure high technical performance and customer satisfaction
• Performs regular updates and maintenance activities in accordance with departmental procedures and standards to ensure that the project follows corporate/departmental standards
• Assists the Senior Development Systems Support Analyst in the analysis and resolution for customer/project issues and inquiries and medium-to-complex problems and outages to supported development/QA environments and provides troubleshooting on hardware/software/network problems, to ensure that the project schedule is not impacted
• Possesses a university degree/college diploma, or equivalent business experience and/or 3 to 5 years’ experience in Banking applications or technical support environment
• Possesses good knowledge of supported products and platforms (e.g., UNIX, Windows, and Storage
• Demonstrates working knowledge of system security, networking infrastructure, and host connectivity
• Possesses working knowledge of desktop/server hardware and software
• Is able to understand the complexity of development/QA environments and cross-impact potentials on other technology areas
• Working knowledge of application software and administration (e.g., RH Linux administration, DB2 administration, WAS administration, IBM IIS administration) is considered an asset
• Demonstrates good communication and interpersonal skills
• Exhibits good problem solving and analytical skills
• Possesses good customer service skills
• Is able to quickly establish rapport with business partners
• Demonstrates high attention to problem description, detail, and impact
• Is self-motivated, goal-oriented, and customer-service oriented
• Provide support on TIBCO “Spotfire”
• Trouble shooting in any of the RDBMS Oracle or SQL
• WAS - WebSphere Application Server
• Platforms - UNIX, Windows, and Storage
• 2+ years of experience providing operational support or software delivery of enterprise applications
• Strong knowledge of Windows 2008, and SOL 2008/2012
• Demonstrated experience with scripting languages
• Demonstrated experience with software development lifecycle methodologies
• Proven experience with system analysis and design, construction and testing
• Demonstrated strong analytical and problem solving skills to achieve business results
• Demonstrated experience in troubleshooting and Root Cause Analysis
• Excellent verbal and written organizational, communication and time management skills
• Ability to work flexible hours including holidays and weekends
• Demonstrated knowledge of Food and Beverage or Merchandise Lines of Business and supported systems
• Experience technically supporting POS or Food and Beverage or Retail applications
• Demonstrated experience with various server and Point of Sale hardware and software configurations
• Knowledge of mobile technologies
• Experience using Service Now
• Willingness to learn new software applications
• ITIL v3 Foundations Certification
• Working knowledge of application monitoring tools such as CA Wily/APM, HP Openview, Sonic Actional a plus
• Bachelor’s Degree in Computer Science or Equivalent
• Lead a team of technical SME?S managing the stability and optimization of the Wealth Management CONNECT, GENESYS, Avaya applications
• Drive GENESYS Call Manager readiness & deployment
• Deliver expert troubleshooting, provide 24x7 support leadership
• Responsible for continued stability of the Wealth Management platform and work on key optimization initiatives, collaborating with the ASG teams,
• Development teams, EI teams, business units, various levels of management and staff, to collect, analyze and make recommendations on optimizing the platform
• Infrastructure Solutions Management
• Facilitate and Manage P1 and critical P2 incident bridges in driving to resolution of production issues participants include Application Service Delivery, Infrastructure Support, Application Development Team and Executive Technology Management members
• Management and reporting for P1 incidents, establishing the impacts from incidents and documenting
• Provide written communication of incident details to technology staff during the incident, during mitigation and at resolution
• Impact Assessment for incidents managed by other Lines of Business, and engagement
• Document all P1 and critical P2 Incident information in corporate tool Service Manager
• Ensure written documentation is understandable and measurable in Service Manager
• Liaison with Rapid Response resources in the management of P1 issues
• Representation at enterprise forums for Incident Management
• Assist with any and all reporting needs as is assigned
• Attend team project and application support meetings as directed by management
• Assist in the completion of any projects, tasks or functions that are assigned by management
• Weekends required on a rotational basis
• Attend business and technical training classes, and on-the-job training sessions as directed by management
• 3rd party software evaluation / integration / deployment
• Developing and enforcing infrastructure best practices for 3rd party and internally developed applications
• Plant Hygiene and management for IBD/GCM/Research �servers
• Maintaining business and application knowledge required for supporting the applications used within the Advisory Lines of Business
• Escalating and managing severe incidents following standard outage management procedures
• Defining procedures and creating documentation / scripts / tools that attempts to commoditize the support work so that it can be outsourced to offshore vendors
• Working on recurring maintenance activities such as file systems archiving clean-up, system software upgrades, etc
• Reviewing and signing off on production turnovers from the development practice areas
• Strong knowledge of Windows a plus
• Understanding of network concepts and protocols
• Ability to work independently �on solving �ambiguous and open-ended problems is required
• Ability to work with dev, qa, product management to gather information for application support
• Ownership over production issues and willingness to go above and beyond to support the business
• Team oriented to transfer and gain knowledge to/from others
• Coding skills for work with tools a plus (i.e. PERL, PHP, Ruby)
• Ability to communicate with non technical and technical employees
• Crisis management to own outage calls while under pressure
• Investigate causes of issues and provide recommended solutions as well as implement if necessary
• Create standards to be followed by fellow team members and other groups
• Must work with a business focus to add value while cutting costs
• Organized with the ability to prioritize tasks accurately and efficiently
• Self Motivation is required
• Good team player with a sense of integrity and ownership
• Ability to work collaboratively across teams
• Ability to work within tight time constraints and resource dependencies
• High degree of motivation to expand technical and business knowledge
• Performance-oriented and highly motivated
• Strong technical ability in solving low-level problems
• Capable of effectively handling incidents for critical systems in a fast-paced environment
• Strong infrastructure knowledge in Linux / Unix, Windows, databases, storage and networking technologies
• Solid understanding of client-server applications and distributed systems
• SQL, shell scripting, perl scripting
• Proven ability to deliver improvements to supported systems

Senior FIX Messaging & Application Support Resume Examples & Samples

• Technical subject matter expertise across the product portfolio
• Communication between software developers, business units, traders and Front Office users
• Promote application stability by suggesting and implementing monitoring processes and procedures to aid early identification and resolution of problems (ITRS \ Tivoli)
• Cover allocation of weekend work and offer support out of hours (on-call)
• Incident, request, problem and change logging, reporting and management
• Status and issue reporting to Group Lead and/or Release Cluster / Project Manager
• 5 Years + banking experience
• Experience with Equities , FIX, FX, Derivatives
• Experience troubleshooting FIX messaging
• Trading platform experience (advantagous) - Charles River, Fidessa , Bloomberg etc

RFT Application Support Resume Examples & Samples

• Develop a specialization and expertise in various fixed income and equity products and front office trading applications
• Act as first point of contact to diagnose and resolve issues raised by the business as part of the global operate team
• Liaise with colleagues and other teams within the technology group to drive enhancements to technology requested by the business
• Understand the batch flow and application flow end to end and be able to support the batches, drive improvements and automate manual procedures
• Above all, the role involves a high degree of interaction with the users in addition to building close relationships with other areas of the investment bank including Risk Management, Quantitative Research, Corporate Controllers, Business Analysts and Application Development teams
• The successful applicant must possess a basic knowledge of derivatives or securities and understand the concepts of risk management and trading strategies
• Exposure to industry wide market data technologies such as RMDS and connectivity to MarkIT
• Experience in working with industry standard monitoring technologies such as ITRS Geneos or Nagios and scheduling systems such as Control M or Autosys
• Good working knowledge of Unix/Linux or similar command line environment
• Ability to do basic development (build small tools and investigate some problems in Java and/or Excel/VBA)
• Intermediate to advanced experience in using SQL, Perl, Python and or any other scripting language on a daily basis and appreciation of the concepts of relational databases
• They will have good interpersonal skills and be able to rapidly understand and retain knowledge of business processes and the technology systems
• Experience of communicating problems and issues concisely to senior business and technology leads
• Previous experience of an investment bank trading environment, with knowledge of financial products and markets
• Previous experience in supporting finance workflows and an understanding of IB Pnl process for any asset class
• Prior experience in a client facing role
• The successful individual will be a self-starter who is confident and highly motivated to succeed
• A genuine desire to learn about the valuation process and products across a number of asset classes
• Ability to comfortably use a number of different technologies to analytically resolve complex issues
• Ability to take ownership of a myriad of issues and see them through to resolution
• Ability to take ownership of an issue and see it through to resolution
• They will have excellent IT skills and be able to apply this experience to investigate system flows and complex product issues from trading, pricing, risk to P&L analysis
• 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
• SME for securities business, senior level engagement and management of business stakeholders
• Define and implement application instrumentation for appropriate monitoring, including health checks and logging
• Establishing, validating and managing SLAs and interactions/communications with users
• Maintain robust documentation and knowledge management, run books
• Ensure disaster recovery architecture and environment is adequate to meet application recovery time objectives
• Assess current production environment for efficiency, stability and effectiveness, and identification of improvement opportunities
• College degree in related technical/business areas or equivalent work experience
• Minimum 10 years of IT experience and related management experience
• Hands on manager, who can drive change, influence and lead across business and technology
• Rigorously holds oneself and others accountable for achieving high levels of individual and organizational performance
• Senior application development and/or production support experience in Securities processing
• Experience in leading diverse teams across multiple time zones
• Strong knowledge of securities processing and custody domain, the supporting technology architecture, and applicable processes
• Ability to develop consensus within a matrix-managed organizational climate of diverse operational activities (Interface with JPM’s LOB’s and the global technology organization)

Eficc Client Connectivity Application Support Resume Examples & Samples

• On-boarding new clients and new / additional users to BofAML’s FX e-commerce platform, both internal and external
• Seeking requisite trading approval to onboard new clients
• Bringing on clients across multiple vendor channels as well as our own proprietary trading GUI plus setting up eFX options clients
• Performing pitches or demo**s of our etrading applications
• Being the 1st point of contact for users of BofAML**s FX e-commerce platform. Expected to have comprehensive knowledge of platform in order to provide a premium client experience
• Extensive liaison with e-FX and voice FX sales teams
• Configuration of pricing schedules for clients
• Problem investigation and resolution (could be due to mapping problems / price feeds / technical outages / credit etc)
• Strong Communication skills
• Ability to work well in a high pressure environment as part of a team
• General knowledge of the Rates, Credit, Emerging Markets, and FX markets and the mainstream products in use
• Extensive knowledge of FIX API configuration and / database queries / FIX log analysis (mandatory)
• Experience of dealing directly with hedge fund and/or institutional clients, preferably in an Rates, Credit, Emerging Markets, and FX / client service capacity
• Confidence when dealing with the internal salesforce
• Ability to investigate and resolve day to day issues
• Ability to use initiative on a day to day basis, and not be reliant on procedures
• Awareness of Single-bank FX e-commerce platforms and their functionality
• Knowledge of Multi-bank FX vendor platforms
• Heavy interaction with external as well as internal users on a variety of technical issues
• Investigation of user queries via log file and process interaction, e.g. connectivity, order issues, flow breaks, booking issues
• Scripting skills e.g. Perl, Python
• Ability to keep their team focused and motivated
• Good understanding of Unix and Windows
• Familiarity with IT infrastructure, networks, storage, unix system administration etc
• Participate in the transition and streamlining of relevant applications into Operations with defined interfaces with other IT Services functions
• Identify and retain key team members
• Build virtual teams in core strategic locations as per the defined support model for supported applications
• Participate in the standardization of a global operate model for applications
• Leverage IT Services processes to drive efficiency into products accountable for, improve overall service availability, reduce incidents, automate, etc. to drive the cost of operating a product down
• Implement learning plans to develop business acumen and technical skills for self and staff for products accountable for
• Support monitoring solutions specific to such application(s)
• Provide cost-efficient, stable operations for the applications in scope
• Manage the operation and delivery of stable services in accordance with approved service level agreements (SLAs)
• Manage and champion a virtual team to consistency of operations, responsibilities and reporting
• Establish a service culture with sufficiently ITIL-educated operations staff
• Implement standardization, automation and consolidation/centralization
• Participate in the firms’ performance management and development process co-developing annual plans with counselees
• Provide advice and guidance to colleagues/counselees where required
• Interface and consult with other functional managers within IT Services to coordinate planning and activities, incidents, problems, and changes to include Customer Portfolio, Solutions Delivery, and Service Management
• Represent the area of responsibility externally (e.g., with vendors and industry peers)
• Actively contribute to the vendor relationship, escalating any issues involving support-related activities
• Participate in application project design, delivery and transition
• Act as a focal point for incident escalation and problem management activities for applications under your remit
• Act as a change manager for support applications
• Establish and maintain effective relationships with the local IT relationship manager and with local HR, and understand the local People policies for countries in which the staff are located
• A degree in Computer Science or a related discipline, or equivalent work experience
• Familiarity with Microsoft products
• Tangible, relevant and demonstrated managerial experience in application management
• Understanding of key performance indicators relevant for the role
• An overall understanding of the business objectives of service lines and Core Business Service departments
• Ability to present complex technical information to both technical and non-technical audiences
• Good appreciation of wider field of information systems, its use in relevant employment areas and how it relates to the business activities of the employer or client
• Either have or work towards ITIL Foundation Certification in IT Service Management
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Ability to work and team with a multitude of different people to balance demands
• Ability to deal efficiently with escalations and difficult situations/people under pressure, such as restoring services, unhappy clients
• Outstanding management, interpersonal, communication, organizational and decision-making skills
• Ability to understand and integrate cultural differences and motives, and to lead virtual cross-cultural, cross-border teams
• English language skills – excellent written and verbal communication
• Other preferred language skills – Mandarin
• Drive Change Management and Deployment execution across FMT/ 3DR and Research
• Responsible for Outage Communications and Escalations
• Setup and Drive Weekly Integration Calls across different areas in FMT/ 3DR and Research
• Work closely with Ops, BU and QAPM Counterparts to enhance/ tune existing Support tools(ex. RFB/ Monitors) for every release
• Measure Code and Compliance Standards for every release
• Participate in Project Planning Meetings to ensure ASG is prepared for any upcoming/ new changes to the system
• Perform Turnover Checklist/ Runbook Review and partner with QA to bring in Support value with every release
• Perform Application Validation/ RFB post release
• Record takeaways from every release and share the report(s) with APG/ ASG and DPRM/ Change Management
• Log in defect post a PROD Outage and track it through closure
• Generate a Weekly Report on all the defects created/ introduced and closed by each release
• A highly motivated, self-starter who is experienced in handling multiple assignments at the same time
• An experienced individual who has profound knowledge of Incident, Change and Release Management
• Hands on experience with defect recording tools such as ALM/ JIRA/ Quality Center
• Understanding of real time distributed application architectures
• Proficient RDBMS skills: any database will do (DB2, Sybase, Oracle)
• Moderate Unix scripting skills
• Moderate experience with Server side technologies: Java , JEE exposure (OOP understanding). Candidate should be able to debug applications using database and logs end to end
• Thorough commandline expertise in Unix
• Demonstrated track record of reliability in support situations
• ITIL Foundation Certification (understands distinctions between process areas)
• Autosys (or other batch scheduling software)
• MQ knowledge/experience
• Support team experience
• Financial experience (Lifecycle of loans)
• Monitoring of US overnight batch jobs for various applications in IM Equity
• Provide ad hoc and on-demand reports as needed
• Lead problem resolution and conduct root cause analysis and establish processes that will help incident prevention
• Maintain level of cross-training within team
• Regular follow-up on the task completion with the resources and track the issues and resolve as and when needed (Project Management)
• Analyse results for trends and significant variations; make recommendations for improvement
• Actively participate and team status meetings
• Participate in BC/DR exercises. Understanding of BCDR process and planning
• Bachelor of Engineering in Computer Science, or equivalent
• The candidate must have 6+ years of hands-on Production Support experience
• Strong database skills (Sybase, Oracle, MS SQL) and Unix skills
• Good written and interpersonal communication skills
• Nice to haves - Shell Script, Perl, Java, Business Objects
• Knowledge of financial industry and applications will be a strong plus
• Vendor Management/relationship experience would be nice to have

Client Application Support Resume Examples & Samples

• Document, triage, communicate, escalate and follow-up on client issues and requests
• Provide consultative support while promoting self service for future client issues
• College degree or equivalent work experience required
• Minimum 3 years of technical help desk experience required
• Minimum 5 years of customer / client service experience required
• Demonstrate strong oral and written communication with peers and business partners
• Able to effectively build relationships with internal business partners and peers
• Strong PC skills required including Microsoft Office products such as Excel and Word
• Ability to work independently and also within a team

Tier Application Support Engineers Resume Examples & Samples

• Provide Tier II support for a wide range of business applications across the company including deployment, support, maintenance, monitoring where required
• Work on problems/projects of diverse complexity and scope
• Prepared to lead and drive outage bridges, war room situations
• Participate in design review meetings and provide impact assessments as part of IT projects
• Provide 24X7 on-call rotation support for all high severity issues using independent judgment in selecting methods and techniques to provide solutions
• Effectively manage multiple issues and properly prioritize and manage them to ensure timely resolution through established incident/problem management practices
• Troubleshooting of production issues related to node/network/system
• Plan the implementation of the production fixes
• Perform system verification (testing) of the patches and configuration
• Identify and drive improvements & optimizations
• Team work & collaboration skills
• This is a customer facing role they should also have excellent communication
• MSDP (Multi-Service Delivery Platform)
• ECE (Ericsson Composition Engine)
• Open-source adaptations
• API exposure
• SOAP, REST, TCP/IP, HTTP
• Familiar with HW (HP, EMC, Blade systems, Storage arrays – SAN)
• Networking knowledge (TCP/IP, switch config, IP troubleshooting – Snoop/Sniff/Packet analysis)
• Scripting (shell/javascript/SQL)
• Database knowledge (SQL, Oracle systems)
• VMWare (experience working with VMWare ESXi, VSphere)
• System Verification experience and use of tools (Selenium, SOAP UI, JMeter)
• Work Experience on Troubleshooting Tools (WireShark, TOAD/SQL, WireMock, Tcpdump)

FX ET Application Support Director Resume Examples & Samples

• Strong knowledge of electronic trading
• Strong knowledge of FX cash and derivative products
• Able to apply understanding of product set and trading to the role
• 10+ years of work experience with a Capital Markets firm in a client facing function, at least 3 years on eCom
• Incident Management: ability to manage outage calls and represent GBT PAG in Stability Reviews
• Problem Management: ability to manage infrastructure and root cause cleanup projects
• People Management: ability to develop careers in the support organization and foster new leaders
• Event Management: ability to manage DR events and other special events
• Ability to communicate with senior management in PQM and PAGs
• Wide scope of technical experience and ability to navigate distributed architecture

Information Risk Operational Lead-application Support Resume Examples & Samples

• Contribute to global risk assessment application’s strategic product roadmap and development by leveraging interaction with users to identify and define business requirements
• Contribute to the operational support model designed to meet the needs of global user community as well as Lead for the Operational Support process and the Support team
• Facilitate communication and interaction across end-user community and development team to achieve effective, efficient issue resolution. Provide adoption and support services to users of the assessment, break and remedy process and tool. Manage support requests via phone and email, escalate technical issues to the technology support team where appropriate. Act as the risk assessment liaison for technical issues associated with all tools
• Improve end-user adoption of firm-wide technology risk assessment processes by enhancing usability and effectiveness of support materials. Update support materials where appropriate to improve overall self-sufficiency from the user population. Capture and provide feedback to risk process engineers for consideration and prioritization of enhancements to systems
• Develop comprehensive training curriculum incorporating various educational methodologies (self-learning, classroom, train-the-trainer, etc.) and multiple mediums for content delivery
• Produce training materials; provide classroom training; coordinate training material updates to correspond with software updates and new features. Maintain support web site including frequently asked questions, available guides, and training material catalog
• Facilitate exception processing requests including web, portable media and administrative access requests. Assist with implementation of exceptions not currently defined (new categories) and maintain process documentation
• Administer Additional Services: Administer existing Services and request new Services to meet and maintain administration of systems the privacy incident reporting and inventory system. Manage the derivatives compliance tracking system
• 5+ years of information risk management or information security management experience
• Experience as Operational Support Team Lead, preferably in the information risk space
• Intermediate expertise using MS Office Suite, particularly in PowerPoint and Excel
• Some experience using Cognos Report Studio
• Familiarity with computer-based training authoring tools, such as Adobe Captivate, Camtasia, Adobe Presentor
• Act as the primary interface into the Market Data group for all issues and requests. Be accountable for all real-time Market Data operations issues, take ownership and be proactive. Ability to manage multiple activities simultaneously
• Provide technical support for all Market Data services within the environment. Candidates must be proficient in the core systems supported by the group and carry out sufficient analysis to either resolve the issue or escalate it to the appropriate group
• Develop strong relationships with other service personnel ensuring that issues are addressed in the most expedient and effective manner and that users are kept updated at all times. Adopt common support processes with other IT support groups
• Technical and relational contact for external vendors who deliver products and services to the company
• Maintain the Operational Call Queue ensuring that all calls are dealt with in a professional and efficient manner in accordance with any Service Level Agreements in place
• Work within a team environment, develop and implement best practices and procedures that will ascertain high quality of service
• Establish and document procedures which accurately reflect the roles and responsibilities of the group, escalation paths and primary functions
• Develop clear and accurate documentation to reflect up to date representation of the environment. Create run-books suitable for self-training of new members of the group
• Management and career development of the team
• Multicast, TCP/IP, UDP, SNMP plus client-developed data distribution platforms
• Good network diagnostic skills
• Understanding of market data categories, e.g., Equities, options, futures, mutual funds, fixed income, etc
• Understanding of market data concepts, e.g., Quotes, permissioning, level 1 quote and level 2 quote differences, basic structure of an order book, different types of markets, etc
• Understanding of trading, e.g. buy, sell, short, call, put, spread
• Understanding of special conditions, e.g., trade halts, corporate actions, IPO, stock splits, etc
• Experience with market data content from various vendor providers, e.g., Reuters, Bloomberg, etc
• Working with business and dev users to quickly understand requirements to support their key applications
• Learning the infrastructure and monitoring it
• Capacity planning
• Proficient in Unix and SQL (Sybase, DB2)
• Analytical, debugging and problem-solving skills
• Strong business analyst with experience in the Financial Industry specifically in the accounting/fund admin area
• Team player; highly motivated; excellent communication skills
• Proficient RDBMS skills; any database will do (DB2, Sybase, Oracle)
• Moderate experience with Server side technologies: Java , JEE exposure (OOP understanding)
• Candidate should be able to debug applications using database and logs end to end
• Moderate with Client side technologies: AngularJS, extJS
• Moderate with vendor products: LoanIQ, FIS Profile
• Command line expertise in Windows and Unix
• Lending IT experience

Application Support Analysis Resume Examples & Samples

• Liaising with other operate teams and the application development teams in order to resolve issues being reported
• Train on and understand changes being implemented across Credit Risk application suite
• Must have 5 – 8 years experience in a product Support environment
• Knowledge of fundamental credit mitigation techniques, and practices
• Must be able to work well under pressure on teams in a demanding environment
• Knowledge of UNIX/Solaris
• Use of SQL for data and database investigation is required
• Good knowledge of investment banking and risk management practices
• Strong verbal and written communication skills and sense of urgency, accountability, and ownership
• Responsible for all aspects of Incident and L2 support for the Citidirect BE (Portal,CAS,IDM,Mobile,Tablet) on platform .Net,Sql Server, Unix, and Oracle
• Ensure process are clearly documented and staff are suitably trained
• Ensures essential procedures are followed and contribute to defining standards
• Ensure appropriate monitoring and alerting processes are in place for the Production environment
• Ensure appropriate capacity and performance monitoring and review processes are instituted and executed
• To provide regular communication to management and stakeholders of Production Support status for your applications, including risks, issues and mitigations
• Able to analyse complex problems / situations and to propose simple solutions
• 5+ years’ experience in Technical Production Support roles preferably within a large scale, global financial services organization
• Prior experience in large scale enterprise application development, optimization, re-engineering, and performance fine tuning
• Knowledge of skills such as VBA & VBS desirable
• Exposure to working with Java & .Net clients
• ITIL certification (desirable)
• Must be a self-starter, reliable and able to work with minimum supervision
• Strong ability to communicate well, both verbally and in writing with developers, managers and clients
• Excellent interpersonal, organizational and presentation skills
• Must be able to multi-task and have strong problem-solving skills
• Ability to prioritize in a demanding and high pressure environment
• Capture issues and queries, resolve where possible and escalate to development (L3) and track to completion those issues that cannot be immediately resolved using the issue tracking system
• Ability to identify reoccurring issues and resolve accordingly
• Work closely and liaise with various support and development teams across the technology group to resolve system related incidents
• Understand and comply with regulatory policies and guidelines in daily work routines especially user access controls and associated risks
• Good understanding of the Microsoft operating systems and technologies
• Ability to closely analyze .Net & Java exception stacks and trace back to resolve issues
• Undergraduate degree required (Preferably in the Computing / Information Technology field)
• Post graduate degree (desirable)

CEM Athena Application Support Resume Examples & Samples

• Strong, demonstrable experience of working in one or more high level programming languages at all stages of the Software Development Lifecycle (ideally C++/Java/Python)
• All round UNIX / Linux / Windows skills
• Working in large, open codebases and with global object databases
• 2+ years of work experience within a Capital Markets firm in a front office technology function

L Application Support Resume Examples & Samples

• Organize and lead multi-functional teams during customer service disruptions, configuration management, new feature deployment and new product implementations
• Perform code upgrades without supervision
• Identify and document best practices within their subject matter areas of expertise
• Maintain and document Standard Operating Procedures
• Complex troubleshooting in a mission critical production environment
• IT Customer Service/Problem Management Resolution experience
• Bachelor's degree in a technical field such as computer science, computer engineering or related field required
• 2-4 years experience required

Manager Global Application Support Resume Examples & Samples

• Manages the Finance Application support team across various shifts and multiple geographies to support critical Business processes on a 7/24 basis
• Responsible for ensuring maximum system availability and quick and accurate remediation of issues within Global Finance IT for your application portfolio
• Raises and tracks and effectively reports issues and conflicts, removes barriers, resolves issues and escalates to senior management where required
• Promotes innovative or improved application support methods and champions their implementation
• Promote the Global Application Support framework and continuous improvement through regular liaison with both the Business and our IT partners
• Participates in all Global support de-risking initiatives and proactively build programs to de risk Finance applications across the entire Finance portfolio
• Support integration of new releases, bug fixes, patches and configuration changes into production, including post release validation activities
• Work to improve system resilience; this includes both failover and disaster recovery capabilities
• Works closely with Change the Bank and Business stakeholders and Project Mangers to gain early Project insight and to ensure Global Finance non-functional requirements are understood and embedded into the Project plans as per SDLC
• Supports the creation and/or provision of metrics to pro-actively address maintenance activities, reduce incidents, and improve communication and resolution times
• Provides input to IT financial planning
• Sets direction and vision for the team
• Manages performance, reward and recognition
• Holds team members accountable for their work
• Coaches and mentors team members
• Establishes cross training and succession plan for key positions, including own
• Selects & builds high performing diverse team that leverages individual capabilities & strengths
• Promotes a mindset for sustained success, growth and diversity
• Spearheads and guides people through changes
• Develop self

Application Support Project Leader Resume Examples & Samples

• Review and assign tickets to the Application support team. Provide professional and technical coaching, mentoring, and development plans for Application Support team. Ensure Application Support Team receives and maintains a current understanding of both in-place and emerging technologies
• Develop, monitor and approve performance metrics, technical reports and specifications for trend analysis and remediation as well as individual performance results
• Consult with end users to define and execute business process related goals
• Lead medium to large scale team oriented projects
• Will be responsible for submitting weekly team summaries and periodic evaluations of team members
• Thorough knowledge of Microsoft SQL Server technologies
• Thorough understanding of the Crystal Reports Application
• Understanding of Microsoft Active Directory and roles and permissions
• Thorough understanding of Microsoft Office Suite of products
• Strong customer service focus, a positive attitude, possess strong influencing and communication skills, as well as possess a sense of urgency and resolve technical issues
• Must be able to work independently as well as part of a team to resolve issues
• Ability to manage multiple assigned tasks is critical
• Ability to supervise and direct a small team
• Flexible to work off hours and weekends when needed
• Ability to exercise good judgment and decision-making with regards to sound systems development practices and recommendations is required
• Bachelor’s Degree in computer science or an equivalent combination of training and experience
• Minimum of 5 years of experience in Application Support
• Experience with managing software interfaces
• Oracle DB; web app; Unix/Aix/Linux Redhat
• Application level monitoring
• Utilize monitoring tools such as
• Provide technical expertise and share knowledge with team as required
• Ability to learn new products and technologies outside of background experience
• 2+ years of experience in IT operations, infrastructure support
• 2+ years of experience in IT operations, application support
• Experience in Web administration
• Experience in Oracle DB or Unix/AIX/Linux Redhat
• Experience with configuring monitoring tools (Tivoli, Geneos, etc.)

Senior Application Support, Ps-tax Portfolio Resume Examples & Samples

• Excellent Witten & Verbal Communication skills
• 9-12 years of experience in Application Management, Operational Support environment/discipline
• Degree in Computer Science or related discipline
• Further or Higher education standard qualification
• Fluent in English language, written and verbal

Cash Equity Application Support Resume Examples & Samples

• Provide first level support for fixed income and cash equities business to ensure front office and middle office users are able to carry out their business functions
• Maintain stability of production environment with proper service request, incident and change management
• Provide first level support for all front office and middle office systems. Troubleshoot and resolve incidents reported within service level agreement
• Liaise with infrastructure, development teams and vendors to implement permanent fix of production problems
• Deploy new releases to production
• Provide application support for weekend changes, market rehearsals and public holidays
• Communicate regularly with business users on technology events
• Coordinate testing with QA team. Arrange UAT with vendors and users
• Manage small support projects such as vendor application roll out
• Automate support processes and monitoring tasks
• Manage day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages
• 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
• Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring
• Must be detail-oriented and well-organized
• Must demonstrate the ability to effectively communicate verbally and in writing to the team and the customers
• Communicates openly and effectively in a manner consistent with the audience
• Possess excellent trouble-shooting skills, are driven to help internal/external customers
• 3-5 years experience managing UNIX/Linux environment
• 1-3 years experience in UNIX shell, Perl, or similar scripting languages
• Experience working with scheduling tools like Autosys/Control-M is a plus

Application Support Technical Specialist Resume Examples & Samples

• Work closely with various technology teams for Hardware setup, Application infrastructure (application server, webserver, databases) and Application setup for new country implementation
• Monitor and control global release process in regional environments following SDLC. Perform reviews of regional components including code and other vendor software components
• Perform Annual Capacity planning and liaise with CTI teams for implementation
• Escalation point for regional infrastructure issues. Resolve infrastructural issues liaising with various teams to ensure high environment uptime
• Conduct Root Cause Analysis and implement necessary actions to avoid future incidents
• Ensure tight control of the environment including conformance with standard controls checks and procedures in accordance with corporate standards
• Point of Contact for Audit, Risk and Control related matters
• Coordinate with operations, users, global teams, regional teams, cob coordinators for multiple COB drills
• Provide an in-depth and sophisticated analysis with interpretive thinking to develop & implement innovative solutions for application issues and infrastructure issues
• Around 10 years of progressive experience in Application development/Support, Infrastructure setup and Finance related projects
• Hands on experience on Unix, Oracle / Sybase Database and SQR
• Good technical knowledge on WebSphere, Tibco, Ab Initio, MongoDB
• Must have experience in Citi processes
• Must be well versed with software development lifecycle management
• Excellent communication skills (written and verbal); ability to communicate with all levels of staff and management is essential
• Demonstrated relationship building, influencing and negotiation skills
• Ability to handle multiple priorities and switch gears
• Willing to work in extended hours during the project critical phase
• Must be willing to go above and beyond what is expectedPlanning, delegation, multitasking and prioritization skills
• Very strong problem solving skills

Application Support Leader Resume Examples & Samples

• Consumer credit receivable systems
• Systems Integration
• Data marts, Business Intelligence and Data Analytics
• Must be a leader and a communicator – the role requires people leadership
• Experience with the principles of service management
• Must demonstrate determination to succeed not only through personal efforts but also by leading others
• Clear and Logical thinker
• Strong Customer Service focus
• Proven experience in Service Delivery
• Excellent presentation skills, oral and written
• Experience negotiating SLA and meeting commitments
• Commitment to process improvement
• Ability to demonstrate coordination of diverse teams
• Experience managing application teams
• Ability to communicate effectively with all levels of the organization
• Prepared to respond to situations that occur outside normal business hours
• Proven administrative skills and ability to maintain and update records diligently

Application Support Iseries With French Resume Examples & Samples

• Manage customer applications
• Support the server operating system, system management software and operating system utilities, including upgrades
• Manage the operating system configuration
• Monitor and maintain operating system
• Recommend operating system updates and configuration modification
• Apply operating system patches as required
• Evaluate planned changes to the server environment and advise of any requirements to support such changes
• Maintain OS security
• Knowledge of High Availability solutions
• Resolving the occurring incidents and perform changes
• Training the operators for the monitoring activities
• At least 1-3 years of experience
• Knowledge of system OS/400
• HW knowledge
• Knowledge of file transfer solutions : CFT
• BRMS & backup management experience
• Disaster Recovery experience
• JS, AJS knowledge
• Security AS400
• Knowledge of programming languages like RPG/400 will be an advantage
• Practical knowledge of CL400
• Practical knowledge of Query / DFU / SQL
• OS400 installation & configuration – troubleshooting
• At least one of software HA solution experience: - MIMIX, VISION, ITERA,
• PPRC, Flash Copy, Power HA

Front Office Application Support Resume Examples & Samples

• Strong understanding of IRD, FX and Money Market products
• Provide front office application supporton the trading floor
• Understanding of Murex application from technical and business standpoint
• Assist in P&L and PLA queries from product control and market risk − Assist in Murex curve queries from the quants and traders
• Good understanding of the Murex GOM and generator construction. − Answer ad-hoc queries from the Front and Back offices
• An understanding of the technical aspects of Murex such as datamart, MxML
• Develop small and large scale changes and manage their release into production − Assist in peer-reviewing other developers/BAs changes

Global Markets Application Support Resume Examples & Samples

• You need to solving relevant problems when the issue arises in a timely manner
• You will tackle application management tasks
• You will also support an on-call rota and weekend duties
• You also need to Work on requests from users to generate ad-hoc reports, etc

Manager, Finance Application Support Resume Examples & Samples

• University degree in IT, Computer Science, or related discipline; or equivalent work experience
• In depth knowledge of SQL, Java and HTML languages
• Knowledge and experience with MicroStrategy
• Proven analytical capabilities
• Communication skills and ability to articulate analytical results
• Proven history of relentless execution
• Level 1 support – monitoring, alerting, responding to issues that can be resolved through scripted or automated support
• Engaging with the PAC and Command center to drive end to end improvements in incident response, incident management, monitoring and alerting
• Senior application development and/or production support experience
• Ability to influence and drive change at senior levels
• Excellent interpersonal, relationship and negotiating skills
• Commitment to attract, develop and retain talent
• Experience of leading teams of similar size and complexity
• Experience in a client facing role (external or internal)

UAT Application Support Specialists Resume Examples & Samples

• End – to – end UAT environment support for local application including:New software installation;Environment preparation for UAT testing (e.g. data migrations, configuration setup etc.);Support in testing needed during Production incidents
• Testing support within projects thru whole SDLC
• Partner closely with Business and Operations units and provide them with timely resolution of UAT incident and requests
• Resolve user raised incidents and requests in accordance to agreed SLAs
• Develop partnerships within local, regional and global Citi technology groups and application vendors that provide services to Consumer business
• Maintain relationships with business, manage expectations and escalations
• Prioritize technical resolutions based on impact and urgency of issues reported
• Standardize processes and tools used for managing production regional applications
• Close cooperation with level-3 application support teams, CTI and external vendors that are critical for service delivery
• Promote team within the entity
• Ensure compliance is an integral component of all team activities
• Basic knowledge and understanding of SQL
• Basic knowledge and understanding of Windows Server administration including: services, events and logging, troubleshooting, privileges etc.)
• Good knowledge and understanding of desktop, server and web applications support and troubleshooting (installations, configuration etc.)
• Basic knowledge and understanding of security topics (functional accounts, privileges etc.)
• Basic knowledge and understanding of network topics (VPN, firewalls etc.)
• Knowledge and understanding of NDM file transfers, mainframes would be a plus
• Fluent English, both written and verbal
• Analytical skill
• Good task management

Listed Derivatives Front Office Application Support Resume Examples & Samples

• Main business contact for day-to-day technology issues / requirements for the listed derivatives business
• Understanding the Derivatives business flow and providing expert application consultation and support to the Front Office and Middle Office
• Ad-hoc reporting for Front and Middle Office
• Solid knowledge in FIX, OMS, EMS
• 3-5 years experience supporting a financial workplace environment, experience in listed derivatives trading support
• Ability to multitask and work effectively under extreme pressure and stress
• Ability to lead and drive multiple tasks concurrently
• Ability to work closely with sponsors, users and other technology partners
• Self driven and able to work independently
• Positive Attitude and Enthusiastic
• Become a partner to the business and other technology teams
• Be able to effectively manage and identified project risk and timeliness of project deliverable
• Drive CB impacting or accountable issues, via timely communication of appropriate content, in a consistent and coordinated manner, and to translate technical events in terms of business impact
• Provide a single source of information from corporate support functions and LOBs to be communicated to senior management during incidents of a severe nature with major & minor impact
• Ensure appropriate representation of every major LOB and support area during Crisis Management Team activity at all levels
• Apply a structured change management approach and methodology for creating changes and securing approvals. Communicate with the Change Requestor or Point of Contact to keep them informed of the progress of the change request up through Planning & Scheduling
• Facilitate in-depth research and root cause analysis meetings for production issues
• Ability to determine whether specific legal or regulatory issues are raised by the incident
• Ability to determine whether specific compliance or regulatory issues are raised by the incident
• Ensure that operating processes, procedures and controls, used during the recovery process, are adequate
• Management of monthly operating system patches across CB LOB
• Bachelor’s Degree Required
• 4 to 6 years of IT experience preferably in a financial services firm
• 3+ years direct experience in production monitoring / application support
• Strong proactive problem solving and root cause identification skills
• Incident management experience with managing high priority issues
• Good understanding of change management process, principles and methodologies
• Excellent knowledge management and documentation skills
• Excellent time management stills, with the ability to manage multiple priorities simultaneously
• Fundamental understanding of infrastructure hygiene analysis and remediation
• Specific software/infrastructure knowledge to include Unix/Linux, WebSphere/Tomcat, Java, shell scripting, Oracle, SQL, PL-SQL, Control-M, Autosys
• Strong monitoring tools knowledge, preferably in Geneos, Apica, AppDynamics, Tivoli, Topaz
• Demonstrable experience of working in one or more high level programming languages at all stages of the Software Development Lifecycle (ideally C++/Java/Python)
• Proven track record of building high performing production management teams utilizing ITIL constructs
• 5+ years of work experience within a Capital Markets firm in a front office technology function

CEM eFX Application Support Resume Examples & Samples

• The candidate will be responsible end to end for the eCom space for FX
• Market data
• Python (Highly desirable)
• Experience of Geneos monitoring platform

Director Application Support Global Banking & Markets Resume Examples & Samples

• Independently resolve highly complex, multi-faceted problems, which are often unstructured and without precedent, to meet the business needs of supported business units by applying expert financial and technological knowledge to the design of methodologies, models, and/or systems solutions. This may involve rapid prototyping, with requirements and solutions developed on an iterative basis, that provides interim deliverables until a final production solution is created
• Manage major, multi-disciplinary projects to implement solutions to business problems. This involves planning, securing, and scheduling resources, defining business requirements and processes, preparing business case proposals, developing testing, conversion, and implementation strategies, developing detailed project plans, monitoring progress against planned objectives, financial review, and securing consensus and co-operation from users and senior management
• Provide technical support to all units globally including new and existing product structuring, risk measurement and management, ad hoc queries and MIS, user training, and designing and implementing new systems or enhancements. This also includes centrally managing vendor relationships, contracts and system maintenance arrangements. This is made more challenging due to differences in time zones and the variation in the business lines
• Develop and manage the Disaster Recovery plans for supported business units globally and act as overall co-ordinator for problem resolution for any occurrence that disrupts the business on a daily basis, such as power, telephone or network outages
• Continually acquire and enhance knowledge of both the Bank's and the Division's business strategies and policies, risk management practices and methodologies, product offerings, financial markets, financial instruments, regulatory requirements, Back Office processes, and rapidly changing technology to be able to provide effective business solutions and services to the end user business lines
• Working with the team to provide L1/L2 application support for the core banking system, WMS system, Treasury applications and etc
• Working closely with vendor for L3 application support
• Application related ITIL processes, including incident management, problem management, change and release management
• A passion for simplifying complex processes
• Strong desire to take ownership in helping to grow a great team and organization – everyone is responsible for bettering the team and themselves
• Self-starting, entrepreneurial attitude to continually improve existing applications as well as drive to create new ones
• Advanced knowledge of supporting SQL Server in an enterprise environment

FX Application Support Resume Examples & Samples

• Understanding of investment banking business processes
• Job scheduling
• Managing UNIX processes
• Knowledge of cash and derivative products, ideally within FX
• Experience of supporting a low-latency business

Director, Senior Lead Application Support Resume Examples & Samples

• Develop and drive
• Manage vendor
• Collaborate with
• 15 or more years
• 7 or more years
• 5 or more years&#8217
• Minimum experience managing application support teams
• 20 or more years
• Being an integral part of major client integration projects in Japan
• Testing and documentation skills
• Presales support skills
• Client interaction both training and support
• Strong consultancy skills
• Strong client communication skills
• Strong understanding of financial services software running on RDBMS
• Bachelors Degree in a related subject
• 5 years working for a consultancy, private equity or fund management business
• Strong problem solving skills are a must
• Lead coding, testing, documentation, implementation, and maintenance of information technology solutions for business processes
• Collaborate with US, Europe, near-shore, and offshore based team members to deliver software solutions
• Develop proof-of-concepts and prototypes of easy to navigate user interfaces (UI) that consists of web pages with graphics, icon, and color schemes that are visually outstanding
• Proven years of experience in front end development, HTML, CSS, and popular JavaScript frameworks
• Bachelor’s Degree in Computer Science or in STEM Majors (Science, Technology, Engineering and Math)
• Good understanding of modern JavaScript tools and frameworks (Angular, jQuery, Polymer)
• Experience with Object Oriented JavaScript, AJAX request and JSON-based RESTful web services
• Good understanding of MVC
• Knowledge of responsive design concepts & framework
• Source control systems (TFS, GIT)
• Experience working in a Scrum or other Agile methodology development environment
• Demonstrated problem solving and critical thinking skills
• Experience working in larger matrixed organization

Risk / Finance Application Support Resume Examples & Samples

• Ensure timely Monitoring and Resolving of problem tickets
• Strong focus on continual service improvement. Continually analyze incoming requests and determine potential efficiencies
• Extract metrics analysis using data from ticket tracking system and review trends being encountered in the environment
• Must have 3 – 5 years experience in a product Support environment
• Strong interest in client interaction and possess outstanding verbal and written communication skills
• Good working knowledge of customer support principles
• Knowledge of Database - Oracle/Sybase
• Good knowledge of investment banking and risk management practices. Understanding of credit and market risk assessment a plus

LD / OTC Application Support Resume Examples & Samples

• Strong Listed Derivative and OTC Business knowledge
• Understanding core technologies such as MQ, Unix, Java, autosys, Perl
• Strong understanding of Incident and Problem management
• Familier with ITIL processes
• Strong communication skills and comfortable presenting in
• To work within Financials operations team
• Understanding the large picture and provide excellent Support to Business Users on Critical Business Issues for BCLR project
• To ensure our client?s issues are resolved within defined SLAs (Service Level Agreements) ? meeting their expectations
• Leveraging the available tools within team, to ensure that system and critical incidents are correctly managed, ensuring timely resolution and as well focusing on strategic solution
• Detailed analysis of new issues and documenting associated fixes, along with training other colleagues in support team
• Ability to mentor junior support staff members in their day-to-day task execution
• Provide detailed analysis of issues / governance report to senior management
• 3-5 yrs experience in Production Support / Enhancements; Understanding Financial Statements and knack for getting the high level picture of IT applications
• Understanding of Data Model, Creating and Understanding Data Flow Diagram & Functional Diagrams
• T-SQL /SQL skills with ability to write complex queries and debug complex stored procedures
• An understanding of job scheduling tools for example Autosys/Cron
• Data analysis skills with ?Connect the dot? across applications

Senior Director of Application Support Resume Examples & Samples

• Vision – This individual will own the strategy and delivery of Application Support for Sephora
• Communication and Partnerships – Builds partnerships with business units. Uses relationships as the primary source of business initiative planning and prioritization. Ensures business partners, Executives, and Application Owners are receiving excellent application support when interacting with Sephora IT
• Maintenance and Support – Provides application support for all Sephora IT Applications within defined Service Level Agreements. Investigates and implements efficient team responsibilities and work processes to meet support objectives and to maximize team member involvement on business initiatives
• Transition to Service Operation – Defines and evolves the project-to-service operation process in an agile environment where change is nearly continuous. Champions the design-for-operations mindset within project teams and application owners to ensure that support and operations requirements are built into project sprints
• Continuous Improvement – Focuses team on root cause analysis, pattern identification and continuous improvement in order to optimize application performance, resiliency and reliability. Works with application owners to correct repeat issues, and educate 1st and 2 Level teams on how to handle application support issues
• Budget Management – Identifies and defines yearly budgets and ensures support spend and operational expenses are in line with approved budgets
• Staff Development – Directs staff toward achieving business and personal development objectives. Provide consistent and clear feedback to team members on performance against goals and objectives. Assesses individual contributions and potential to develop actions plans for improvement
• Vendor Management – Ability to manage vendors, track Service Levels, manage cost model, negotiate/renegotiate contracts, and drive to amazing vendor performance
• Minimum 10 years’ experience in a medium to large retail organization or retail consulting organization
• At least 8 years’ experience in IT management positions
• Must have experience supporting retail and ecommerce technology, focusing on trending issues, escalating problems and managing incidents
• Comfortable with a broad range of technologies - Windows, Unix/Linux, AS400, SAP, ATG, Oracle DB, MS SQL Server, at least a high level understanding of Java and .Net application frameworks and ability to perform basic scripting
• Expertise with root cause analysis and resolution, championing continuous improvement to meet growing business needs
• Proven ability to build consistency and efficiencies across disparate teams
• Experienced driving highly scalable distributed systems
• Successful in building relationships with leaders, peers and reports as well as business partners and vendors
• Experience developing and implementing strategic and tactical plans to meet business objectives
• Experience building and developing a team of technology professionals in an Agile hybrid environment
• Taking ownership of operational issues and perform both short-term resolution, and development of preventive measures for the longer term
• Working closely with peers at other geographic centers around the world using a "follow the sun" model of application support
• Conducting capacity planning and management review on the application set
• Contributing and delivering Operational improvement projects
• 2+ years experience supporting of mission critical systems in a high pressure environment
• 2+ years experience in SQL and relational databases
• You will carry out proactive & reactive ready-for-business checks
• You will be responsible for proactive & reactive real-time monitoring of processes, connections & trade flows
• You will investigate user queries via database queries using raw SQL, log files and process interaction, e.g. order issues, flow breaks, booking issues
• Your role will involve notifying the business unit of system issues or failures and carrying out subsequent incident management and problem management in-line with ITIL best practice
• You will cover system break/fix and user recovery
• You should escalate problems to level core development and engineering groups in a timely manner
• When relevant you should notify Compliance in a timely manner of regulatory issues
• Your role will involve liaison with the operations department and controllers where appropriate
• You will work closely with regional counterparts to build and leverage tools and standardize monitoring procedures
• You should be a highly motivated self-starter who is happy working for challenging clients on a trade floor
• Experience of a scripting language and preferably competence in a dynamic language (e.g. Perl or Python)
• Knowledge of trading infrastructure and application support. Dealing with client order queries such as rejects, product data issues, exchange rejects and order manager / order router failures
• Good business knowledge of Equities and understanding of the concepts of algorithmic trading, smart order routing and dark pools
• ITIL v2 or v3 Certification
• Experience creating and deploying web services (SOAP), Java Core, JBDC knowledge/experience. SOAP, WSDL, XML/XSD skills, database skills using Microsoft SQL Server 2012 or Oracle
• Willing to work on-call at least one week per month (max 2)
• Client Support: Support Issue Resolution. Development (Onboarding of new clients to existing solution already in production, Small enhancements to existing solutions in production)
• Responsible for deploying code from development to other lower region (QA) using deployed. Following the ITIL Change Management process for code deployment to upper (CERT, PROD) region
• Responsible for creating migration scripts for each environment. Release Notes for each deployment and validation task post deployment in upper (cert, prod) region

FO Application Support Resume Examples & Samples

• Support all synthetic side of activities for swaps trading desk
• Support Trade Support Group and Operations for Trade Bookings, Data Quality, Confirms, Affirmations , Reconciliations etc
• Support complex overnight batches for LN and NY regions which run during Asia Hours
• Support complex overnight End-of-Day Risk reporting batches for business and clients
• Support extremely critical Packages Portfolio Products pricing
• Support on boarding and running of Significant Events for the Swaps business
• Support dataflow for real time risk applications
• Support infrastructure across multiple systems that impact trading End of Day
• Support Complex product set: Swaps, Custom baskets, Warrants with different and specialized infra
• Cycle Management
• Shifts covering from 07:00-19:00

Technology Application Support Resume Examples & Samples

• Front, Middle, and Back Office users
• Global Rates/Credit Technology onshore & nearshore Service Level Support/ Development teams
• Various Technology teams across functions
• Communicate outages to business and IT teams
• Work with project managers on the introduction and supportability of new services and systems
• Produce MI on the overall quality of services
• Bachelor Degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)
• ITIL V3 foundation certification (preferred)
• Min. 5 years in IT / Application Support in financial services
• Strong background in using SQL and EXCEL
• Hands on and proficient with UNIX / LINUX commands
• Front Office application support experience, with preference in Fixed Income space
• Experience with real-time pricing and risk systems would be an advantage
• Good knowledge of electronic financial markets. Knowledge in Connectivity and Messaging Protocol is desirable. Subject Matter Expert (SME) knowledge in trading applications is desirable
• Able to drive and handle project regionally / globally
• Temperament to work independently under pressure in a fast moving production environment
• Good communication skills – ability to liaise with both Business and IT users in a clear manner
• Strong problem ownership skills and attitude
• Proactive and ability to identify and implement process improvement initiatives
• Working alongside the existing team members on a shift basis
• Monitoring and outage management on a daily basis
• Daily Ready For Business cover and check outs
• End Of Day cover and check outs
• Manage the Marketdata support hotline
• Fault finding based on problem tickets and direct escalation from users and other IT groups
• Working with feed integration teams within marketdata to facilitate checkouts of changes made by these groups
• Weekend Check outs and weekend ready for business checks
• Provide on call coverage as required
• Maintain monitoring processes to be used globally
• Liaise with Vendors and Exchanges in relation to data and feed issues
• Manage or participate in the implementation and rollout of new services and products
• Perform software decommission, installation, upgrades in accordance with Morgan Stanleys Change Control Procedures
• Support global Market Data teams as part of a follow the sun support model
• Act as an escalation point for Level 1 support team escalating to regional team as appropriate
• Provide validation service for the implementation and rollout of new services
• Document, implement and adhere to operational and technical standards, best practices, processes, and procedures (problem/change/release/request management/service/time reporting)
• Understand and apply contractual and operational requirements
• Assist with identifying and implementing areas for improvement within existing operational and technical processes and maintain related documentation
• Log Tickets and outages to track work flow
• Good understanding of Unix/Linux operating platforms
• Strong Unix shell scripting skills. Perl programming is a big plus
• Knowledge of Unix surveillance and troubleshooting tools ( netstat, mpstat) and file search facilities (grep, awk)
• Familiarity with Unix system administration and security
• Experience with Network and real-time messaging technologies
• Sybase, Informix
• Experience providing support services in a complex environment
• Market Data Content Knowledge to effectively respond, investigate and follow requests, issues from end-users (e.g., traders and dealing room client management). Examples of the content knowledge includes
• Ensure all reported incidents are correctly investigated, understood, logged, explained and followed up to avoid reoccurence
• Jira, Wiki, ITSM
• Strong SQL: PL/SQL, Oracle
• Knowledge of Windows and Linux
• Scripting: Javascript, Windows commands
• Knowledge of Market Data mechanisms
• Knowledge of technologies: FIX, TCP/IP, TIBRV, MQSeries and other middleware, C++, Java, C#/.NET
• Experience with Application Support of Electronic Trading systems
• Exposure to Electronic markets
• Knowledge of Treasury products
• Good presentation skill is desired
• Understanding of ITIL Processes (QA, TTD)
• Proven Customer Facing-Skills

Virtual WFM Application Support Resume Examples & Samples

• Strong workforce management experience is STRONGLY PREFERRED
• Experience with workforce management tools like IEX, eWFM, Invision, & Verint (IEX Strongly Preferred)
• Experience with managing and/or interacting multiple teams at multiple locations
• Exceptional knowledge of MS Office products and familiarity with database concepts
• Experience with high level client interaction
• Proven communication skills: verbal, written, and interpersonal
• Proven leadership skills / people management STRONGLY PREFERRED
• Financial analysis skills
• Experience with forecasting methods and concepts
• Advance knowledge about Nice IEX and IT affinity
• Knowledge about other leading WFM Systems (Verint, InVision and Aspect
• Exposure to business process modeling and simulation tools (Desired)
• Exposure to enterprise data modeling exposure
• Business change/transformation techniques and processed

IT Equities Application Support Resume Examples & Samples

• Problem analysis and resolution
• Issue tracking and prioritisation
• Release, incident and DR/BCP management
• Application and system troubleshooting
• Batch and system management
• MIS and ad-hoc reporting
• Interfacing with development teams
• Manage user queries and service requests (often requiring in depth analysis of the technical and/or business logic of our systems)
• Degree in Computer Science, Information Systems or Engineering
• Minimum 2 years� experience in trade floor or related support experience
• Good product knowledge in Equities (cash and derivatives)
• Good knowledge in risk management and P&Ls
• Experience with electronic trading platforms and OMS/EMS systems
• Able to navigate in UNIX and Windows proficently
• Able to troubleshoot problems in multiple environments
• Strong technical and analytical skills (strong hands-on in scripting/programming & SQLs)
• Excellent communication skills, ability to multi-task, and work towards tight deadlines
• Able to handle a fast paced trading environment
• Sense of urgency when handling production issues impacting the desk irms ability to do business
• Experiences with system monitor platforms
• Ability to analyse complex scenarios from both a technical and business perspective and deliver solutions
• Ability to deliver to deadlines in a environment where multiple competing priorities are a part of the job
• A good understanding ITIL practices
• C#, Python, VBA, KDB
• Hands-on experiences in Autosys & sentinel
• Knowledge of Incident, Problem and Change management process
• Middleware knowledge such as TIBCO or MSMQ
• FIX Protocols

CFO Lead Sme-fa Application Support Resume Examples & Samples

• Problem management
• Co-ordination and governance of the vendor
• Relationshil with the BPM and other stake holders
• Day to day system management
• CFO SME Lead for financial accounting application is a key role with accountabilty and ownership of the entire suite of the PC applications
• This SME role will be face of to the clients/users and portfolio of services delivered by Financial accounting applications
• Will act as a single point for user and other stakeholder ensuring efficient service delivery
• This person will also provide oversight as required by vendor partners in Pune ensuring good service to clients with respective the regulatory application
• Ensure we meet regulatory data availabilty with in SLA defined by the business
• Meetings with the Key User management on the service delivery adherence
• Willingness to learn and adopt new technologies
• Willingness to learn new businesses and functions
• Proficiency in Unix ,Informatice, Oracle, Sybase , Java , Web logic server
• Proficiency in Unix shell or PERL scripting and XML is a plus
• Financial industry experience is a plus
• Client-focused & sensitive to client needs
• Responsible for operations development / engineering and management of the production environment for Firm Risk Management applications
• Work closely with development and quality assurance team to deploy software changes to the QA, UAT, staging, and production system
• Provide operation support and diagnose software issues
• Contribute to improving the build, QA & release process through knowledge of available technology
• Co-ordinate with offsite monitoring team(s) and provide instructions and escalation procedure for QA and production batch support
• Oncall support rotation
• Monitors performance and availability of hardware, services, and applications
• Supports the creation and implementation of policies, procedures and tools that affect successful service delivery
• Automate the set up of the development and testing environments
• Integration of our production monitoring system with firm?s infrastructure
• Scripting language: Shell scripting, Perl, Python
• Database : DB2, Sybase. GPDB would be a nice to have- Java Programming
• IBM Symphony platform
• Advanced experience in Linux, Unix, HTML, JavaScript, DBArtisan, Autosys
• AFS, Kerberos, LDAP and Siteminder
• Computer Science degree
• Experience with .NET Development Platform and Related Web Technologies
• JavaScript, JavaScript Libraries, C#
• Knowledge in SOAP and REST Web Services
• Database Knowledge in Microsoft SQL Server and/or MySQL
• Knowledge in Windows Server Environments; Windows Services, Console Services, Event Logging and Viewing
• Provide daily functional and technical support for front office/back office/related systems, system integrations and users in Asia
• Assist to implement business requests for RCCAD product line
• Coordinate with overseas IT teams for projects and system implementations
• Morning duty is required, the earliest shift starts at 7am
• Degree holder in Computer Science or related discipline
• Minimum of 4 years industry working experience, preferable in financial/banking industry for application support
• Solid experience with UNIX scripting, JAVA, SYBASE, SQLServer, and perl
• Good knowledge in financial products e.g. swap, swaption, futures, bonds, fxndf, forward, and fxswap
• Good trouble shooting skills and be a quick learner
• Proactive, independent and proven ability to work under tight target and pressure
• Motivated / Good communicator /Team Oriented
• Good command of English and Chinese; Mandarin would be advantage
• BA / BS degree in a related field
• You need to be able to demonstrate your previous experience logging and resolving technical support issues in addition to your excellent debugging and problem solving skills
• You will have experience with escalation and reproduction of technical issues for project development teams
• Experience with C#/MCV/Azure

Equities Application Support Resume Examples & Samples

• Deep understanding of the use and functions of the client order management system, trader order management system, direct market access, FIX order flow, and exchange connectivity in Asia
• Interface directly with traders and senior business managers, assisting to resolve technical production queries and providing status updates during outages
• Accountable for start of day system health checks
• Manage all support activities using an incident tracking system
• Assist with the release management and verification of changes to production
• Partner with senior managers within the location to advise and collaborate on technology systems for the region
• Foster strong relationships with technology and business management
• 5+ years of relevant experience in Equities Technology Investment Banking or vendor company providing trading solutions
• Excellent communication skills and the ability to confidently and clearly communicate to senior levels
• Very good understanding of Asia equities exchanges
• Able to support Order Management Systems for Asia region and contribute solutions to problems
• Must be proficient with FIX messaging and protocol
• Good understanding on Smart order routing & Crossing for Asia markets
• Ability to see problems through to successful conclusion in a timely manner, including updates to the business teams
• Strong analysis, problem solving and investigation skills
• Proactive and enthusiastic attitude to work
• Trusted team player and able to support flexible working days/hours
• Take ownership of, investigate, log/track and resolve 1st/2nd level support queries. This will involve an understanding of the systems supported as well as the underlying business concepts and will include root cause identification and implementing preventative solutions
• Analyze and understand complex problems, make sound technical decisions/recommendations, and communicate solutions in a proactive manner
• Manage stakeholders and their expectations in a calm and professional way in a high pressure situation
• Demonstrate a keen interest in the business line and its processes, in order to provide a good service to clients
• Assess the relative severity and impact of incidents on the business and prioritize appropriately
• Manage production incidents, resolve independently or ensure appropriate ownership within support and development teams (including accurate logging/ detail gathered for reporting purposes). Ensure clients and management are kept up to date
• 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
• Ensure down-time in the trading environments is minimized, whilst proactively monitoring application status against service levels, addressing any issues or leading amendment discussions/ negotiations. Take a leadership role in Problem management and route cause analysis. Aim to permanently fix repeat problems rather than patch them
• Good understanding of financial products & risks
• Must have at-least 3+ years’ experience supporting front office or risk management systems, preferably for equity derivatives desks
• Experience interacting with traders, product controllers & risk managers
• Experience working on migration projects (legacy to strategic systems) will be a plus
• Understanding of ITIL (Problem management / Change management) processes
• Good analytical / problem solving skills
• Excellent oral / written communication skills
• Good understanding of different programming languages, operating systems (Windows / Linux) and environments including the ability to debug / trace issues
• C#, XL & VBA experience will be a plus
• Willing to work in shifts (morning / evening only, no night shifts) and provide weekend coverage as & when required
• Excellent verbal and written communication skills in English
• Self-motivated and a team player with excellent problem solving skills
• Ability to conduct technical training for new customers
• Understanding of financial aspects in finance is a plus
• Practical end-user experience with at least one of the following reporting platforms is a must: BI Publisher, OBIEE, Business Objects, Cognos, Crystal Reports, MS Reporting Services
• Proven experience with Oracle Business Intelligence Enterprise Edition is a plus
• Practical experience with at least one of the following data base platforms is a must: MS SQL Server, Oracle, MySQL, MS Access
• Good knowledge of the SQL is required
• 2+ years of experience supporting data and software products in financial services
• Been the point person for a large number of users of an application across many functions
• Successful experience managing the roll-out of a new service to a large number of users in a short period of time
• Thrives under pressure and truly enjoys frequent direct client interaction
• Self-starter who requires minimal day to day support
• High-level communication and presentation skills; high energy and creativity
• Ability to develop and articulate key features and differentiating factors of a new service
• High level of flexibility and dependability
• Proven ability to operate in a dynamic, multi-cultural organization

Axiom Application Support Resume Examples & Samples

• Ensure that the applications are up and running
• Ensure all work is done on a ticket and there is communication to senior management and stakeholders on the progress of the work
• Get conversant with all the tools and processes used for production support
• Ensure all change to UAT or production environments follow the change management procedures, all paperwork are raised in time and all approvals are in place
• Ensure shift-related documentation and communication is properly done
• Investigate any issue. If progress is not made in a reasonable time, escalate and seek help
• Participate in annual MEPC events
• Monitor the storage utilization for each application or location
• Provide guidance and mentoring for junior support analysts
• University degree level, and/or related work experience
• 6 to 8 years of combined business, project and IT experience
• Strong production support background with ability to work in complex application environment
• Strong PL/SQL programming and support experience
• Strong Oracle database knowledge with respect to configuration and administration
• Knowledge of version control systems such as Subversion or ClearCase
• Awareness and understanding of current industry developments
• Axiom knowledge
• Knowledge of ETL tools such as Ab Initio or Informatica
• Coordination Skills- Advanced
• Relationship Management / Partnership - Proficient
• Teamwork - Advanced

Director of Application Support & Maintenance Resume Examples & Samples

• Has overall responsibility for planning, and delivery of production support activities for the North America Risk Technology Portfolio and the professional staff responsible for supporting existing systems and applications, and maintaining strong controls in the applications development environment
• Lead and prioritize the support team's work load
• Insure highest availability and reliability of business applications
• Responsible for managing the technical support analyst team and production environments
• Responsible for the management of business client relationships to ensure performances levels are established, proper supports are provided and needs are satisfied in a responsive manner
• Participates in application budgeting process and is responsible for recruiting, selecting, training, developing, coaching and evaluating staff
• Manages and negotiates vendor software contracts and license agreements
• Manage relationships with all internal and external resources to ensure effective communication so as to not impact project and system commitments
• Keeps oneself informed on recent developments in the use of information technology
• Responsible for directing technology teams to use best practices to implement data, information security and ITIL practices
• 8+ years' experience managing projects and staff with strong leadership skills and the ability to develop a team of direct reports
• 8+ years in (Microsoft Stack) Application Development field with a focus on driving operations
• Extensive experience with Application Performance Monitoring and DR Management and Tracking
• Expert at Application Availability and Optimization
• Previous experience with Change Control processes and integrating best practices
• Demonstrated ability in deploying and supporting integrated web technology solutions
• Depth and breadth of experience and knowledge in managing client/server and mid-range applications, database management, and data security in a .Net Framework environment
• Experience working within a structured environment
• Experience managing offshore resources through outsourced vendor relationships
• Ability to influence others and operate effectively in a matrixed organization
• Demonstrated ability in effectively managing multiple projects and activities through professional staff
• Ability to analyze, draw conclusions, and create solutions to the most complex problems
• Must be able to work out of Lincolnshire, IL AND Chicago, IL offices (Split location = 3 days in one office and 2 days in the other)
• Microsoft Certifications
• Moving (large-scale) global applications to the cloud
• Experience in a Service Management environment

IT MES Application Support Resume Examples & Samples

• Will be required to work on an entire product life cycle in producing a Tesla
• Work with business stakeholders from various organizations such as Production planning, Assembly, MES to compile and clarify business requirements
• Build project plans and get sign off from stake holders, and responsible for ensuring a smooth completion of the project following the SDLC
• Work closely with IT Leads and Developers in translating business requirements into IT solutions, and conduct JAD sessions
• Understand conflicting requirements and help achieve consensus among various business groups
• Build functional specs and design documents by holding workshops if needed, and assist in developing product road maps
• Facilitate in performing User Acceptance Testing and obtaining sign-offs as per SOX requirements
• Working closely with the Release Management team and PMO office
• Manage resources and ROI on various IT projects and expansions that arise in EU
• Responsible for the delivery of efficiency advantage for ICG Production Services through supporting of CSI Functions, Tools and Reporting
• To provide technical consultation, review and support to Senior Management Team in implementing and maintaining stability solutions, data quality analysis and support users
• Interface with Global and Regional CSI Efficiency Team to implement and manage efficiency projects within the region
• Support the Regional CSI Lead in administering data capture and reporting tools that support Competitive and Stability Programs
• Review existing processes and tools to keep track on new technology and implement periodic updates to owned tools to ensure its stability and maintainability over their usage life-cycle
• Ensure unit Risk Control and Self-Assessment is being carried out satisfactorily
• Develop, implement, and maintain CSI internal tools for process automation and management report generation
• Identify and propose process improvement initiatives and automation opportunities
• Provide MIS reporting to support shift left strategy “Dev->L2 / L2 –> L1 / L1 -> managed service” by tracking progress against for all Production Services areas
• Escalation of critical and unresolved problems to appropriate levels of management
• Support the Regional CSI Lead in improvements with application owners, development staff and development managers to ensure application support becomes less manual and more efficient
• Working as part of a team providing support to a wide spectrum of senior stakeholders
• Visibility at senior levels as well as becoming an integral part of the support apparatus of the organization
• Exposure to a range of internal systems and processes and the opportunity to learn and understand the Firm’s business processes and architecture
• Enhancing communication, organization and influence skills
• The role provides opportunity to work on a range of projects, normally with several tasks ongoing at any one time. The work will provide the candidate with numerous chances to deliver concrete business benefits
• Experience of working (directly and indirectly) with teams in a geographically diverse environment
• Technology support background an advantage
• Broad understanding of project management lifecycles an advantage
• Experience of working with Senior Stakeholders
• Experience of working as part of a Global community team
• Demonstrable track record of attention to detail, getting results and delivery of improvements
• It is essential that the candidate has a proven ability to meet new challenges and assimilate information
• Technology background
• Previous working experience in financial services an advantage
• Self-motivated individual and creative thinker who will take ownership and accountability
• Flexible, able to cope with changing requirements/time constraints
• Generally tactful but firm when dealing with clients, stakeholders and other teams
• Tenacious and prepared to see things through to completion
• Broad understanding of financial and technology services industries
• Business focused, service oriented
• Strong attention to detail essential
• Organized/structured in approach
• Focused on quality of output as well as the speed of delivery
• Ability to use own initiative
• Ability to work effectively in situations requiring analytical, interpretive, and problem solving techniques
• A detailed and independent thinking style
• Strong interpersonal and verbal/written communication skills
• Strong influencing and negotiation skills
• Ability to build and maintain effective networks and relationships
• Strong team working and leadership skills
• Degree level qualification
• 2+ years’ work experience, preferably in the financial services sector
• Provides 24x7 2nd level application support. Is first to react to monitor event. Assures problem calls are tracked, routed properly and closed. Coverage will include non-business hours, which may result in evening and weekend support remotely or onsite
• Monitoring and ensuring stability of all the systems to meet or exceed SLA of 99.95%
• Assist Customer Care to troubleshoot and resolve issues by engaging various operate teams and AD teams to facilitate quick resolution
• Manage DR environments and regular participate/organize DR testing
• Document production and DR systems on a regular basis
• Onboarding LOB applications into JPMM portal
• Conduct root cause analysis of JPMM issues
• UNIX administration and performance tuning: 1-2 years
• DBA - Sybase, MS-SQL and Oracle: 1-2 years
• Understanding of Web-based, Java, or eCommerce applications
• Systems support experience: 1+ years
• Perl/Unix Shell Scripts - to handle complex automation/administration: 1+ years’ experience
• Network - TCP/ FTP: general understanding
• Specializes and develops expertise in one or more applications
• Works with external parties including vendors to ensure production support availability
• Resolves user-based queries in a timely fashion
• Update and Manage own problem tickets appropriately
• Maintain a knowledge base of known defects, issues, processes and techniques
• Perform post release testing after application upgrades and/or releases
• Flexibility of weekend working where required for post production release checkout
• Excellent interpersonal skills, team player
• Excellent communication skills both verbal and written to be able to converse at all levels within the Organization
• Excellent presentation skills and be able to converse at all levels within the organization
• Strong research, investigation and evaluation skills, with a structured approach to problem solving
• Ability to work and effectively prioritize work that includes global focus
• Results orientated and highly flexible
• Possess the ability to quickly adapt to new systems
• Experience in a production application support role and/or financial industry support experience
• Manage the staff, operations, projects, and capability improvement for the entire service lifecycle, including the key functions of
• Manage 2nd Level support for in-house applications
• Ensure the support team performs daily health checks of the applications, scripts, and infrastructure supporting these tools
• Ensure timely Monitoring and Resolving of Peregrine tickets
• Works with team to develop scripts to automate repeatable manual tasks
• Participate and Manage Disaster Recovery events and Major Event Changes
• 10+ years of experience managing IT operations, software development, and projects
• 7+ years of experience in IT operations/Infrastructure support
• 7+ years of experience in formal incident and problem management
• Advanced knowledge of ITIL processes
• Experience managing operations capability projects

Emerging Payments Level Application Support Resume Examples & Samples

• Responsible to report production impact details and able to elaborate to the management
• Analyze and drive to RCA (Root Cause Analysis)
• 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
• Business 3 years minimum experience
• 3+ years of using or programming and design experience utilizing JAVA and .NET
• 3+ years working experience with application server technology (Websphere v7 & 8 / AIX / UNIX preferred)
• 3+ years of demonstrated experience with Pega Systems PRPC (6.1 sp2 and above is preferred)
• 3+ years of experience using/supporting standard interface protocols (i.e. SOAP, MQ, HTTP, EJB, etc.)
• Demonstrated experience with SQL /SQL Developer / ORACLE / SYBASE is a PLUS
• Strong knowledge of using tools such as SPLUNK / Wily / Tivoli / DynaTrace is desired
• Share knowledge with fellow team members on technical issues, standards and procedures
• Respond to user-reported issues promptly and professionally; ensure issues are tracked through to resolution
• Monitor and respond to application/infrastructure alerts
• Review, execute, and verify production changes in strict accordance with procedures defined in change documents
• Leverage tools and resources available within the firm to simplify, automate, or eliminate inefficiencies. Contribute to service level improvements by documenting known issues, analyzing failures and suggesting ways of improving service quality
• Strong understanding of multiple infrastructure technologies and functions, including server, storage, MQ, databases (Sybase/DB2/KDB), network, and application technologies (Java, .NET)
• Highly motivated to understand complexity and solve problems completely; strong analytical and problem-solving skills
• Strong network diagnostic skills and experience with networks and real-time messaging technologies (multicast, TCP/IP, UDP, SNMP)
• Process-oriented and capable of managing and completing multiple, competing requests in a time-sensitive, high-pressure environment
• Scripting skills, with a focus on Perl, Python, and/or Unix shell
• Expertise with application monitoring concepts and tools
• Strong interest in and aptitude for financial concepts and trade-processing workflows
• Preferred candidate with Foreign Exchange product knowledge, Options, vanillas and exotics
• Previous middle office / Trading Assistant experience preferred
• Experience in risk management of traders positions

Mulesoft Application Support Resume Examples & Samples

• Client Management: Manage day to day interactions with executive clients and sponsors
• Delivery: Manage and deliver components of client engagements that identify, design, and implement technology and creative business solutions for large companies. Responsibilities include, among others, managing teams in the identification of business requirements, functional design, process design (including scenario design, flow mapping), prototyping, testing, training, defining support procedures
• Business Development: Develop and maintain contact with top decision makers at key clients; organize and lead pursuit teams; participate and lead aspects of the proposal development process; contribute to the development of proposal pricing strategies
• People Development: Perform role of counselor and coach; provide input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff in local offices

Manager, Financial Application Support Resume Examples & Samples

• Translate business requirements into functional specifications in a timely and accurate manner
• Determine feasibility of system changes and develop strategies for implementing technical solutions
• Review and approve test plans, project work papers, and migrations to production
• Manage and coach the support team
• Troubleshoot and resolve system issues and inquiries from user group
• Manage projects in accordance with firm expectations and internal deadlines
• Minimum eight years of financial application or business analysis experience with exposure to accounting, financial analysis, and reporting
• Bachelor’s degree from an accredited college/university or equivalent work experience
• SAP experience; implementation experience is preferred
• Proficient with Microsoft Office Suite applications including Excel, Access, and PowerPoint
• Lead the newly formed production management team based in Bangalore, India
• Manage and mentor junior team members to foster skills development and career progression
• Define and execute upon measurable objectives to ensure the team?s goals are being accomplished
• Manage critical S1-S4 incidents and ensuring all key management and business stakeholders are kept up to date
• Build extensive business and application knowledge required for supporting ACT applications
• Ensure Production Management is embedded in the Software Development Life Cycle with internally developed apps, and with external vendors for bought apps, to ensure both are developed to meet production support standards
• Interface with senior clients in the business and other technology teams to provide governance and control within the production environment
• Work with the engineering and development teams to create production support and operating procedures
• Respond to high priority service requests, user issues and system generated alerts
• Setting up application monitors using industry standard monitoring tools, as well as creating customized monitoring scripts
• Coordinating recurring maintenance activities and large scale disaster recover events
• Reviewing and approving production deployments in a timely manner while ensuring plant stability is maintained
• Leverage problem management procedures to ensure incident trends are identified, tracked and resolved in a timely manner
• Identifying and owning the execution of post-mortem follow-up tasks in response to severe incidents
• 8+ years of Application Development or Production Support experience
• Ability to own and drive projects across multiple teams and organizations
• Possess a strong sense of ownership and willingness to go above and beyond to support the business
• Previous experience working for a financial services organization
• Ability to communicate with technical and non-technical employees
• Crisis management skill set to run incident calls while under pressure
• Highly organized with the ability to prioritize tasks accurately and efficiently
• Strong infrastructure knowledge in Linux / Unix, Windows, Databases (Sybase, DB2 & Oracle), Storage, Networking and Web Technologies
• Experience with messaging middleware apps (mq) and job schedulers (autosys)
• ITIL Foundation or higher knowledge required
• UNIX ? Admin level knowledge required
• UNIX Shell / Perl scripting experience required
• SQL intermediate knowledge required

Big Data Lead Application Support Resume Examples & Samples

• Delivery of the Big Data support service in the North America, ensuring that service performance exceeds established SLAs; Manage the execution of the vendor performance while continually evolving Big Data support
• Instigate and lead innovation and proof-of-concept initiatives to continually improve support service
• Connect with global and service owners, technologist, architects, vendors and research organizations to shape service
• Collaborate with enterprise business partners, Global Technology Solution groups, and internal Application Development and Support partners to craft strategies for both technology and services
• Execute and govern global standards including ITIL, SDLC, and Portfolio Management
• Responsible for Application Support Optimization execution providing a simple, scalable, cost effective service
• Bachelor’s degree in Computer Science or related discipline is required
• Minimum of six years of related IT work experience is required, with 5+ years in highly matrix large enterprise organizations preferred
• Experience working with in one or multiple Big Data technologies (AWS, Teradata, SAP, Hadoop) is required
• Experience and knowledge in two or more ETL & Integration tools like Informatica, BODS, Talend, Sqoop, Pig/Hive is required. Experience may not be in all technologies, but a breadth is required
• Experience and a passion for optimizing, automating, and creating support process is required. Must drive technical leadership for software solutions
• Candidates must be independent and flexible, with solid communication skills and strong customer focus
• Ability to take large, complex projects and break them down into manageable pieces, develop functional specifications, then deliver them in a successful and timely manner is required
• Ability to build, foster, and manage relationships as a service manager is required
• Maturity, high judgment, negotiation skills, ability to influence, analytical talent and leadership are essential to success in this role
• Ability to recommend and encourage appropriate design and architectural decisions is required
• Mentor high-performance teams disciplined attention to performance metrics, procedural guidance and continuous process improvement is required
• Mastering of IT service management principles and practices is required
• Exposure & understanding of Scrum, Agile software development concepts is required
• Service specific certification in ITIL foundation is required based on the service.Info Technology
• Managing critical S1-S4 incidents and ensuring all key management and business stakeholders are kept up to date
• Interface with clients in the Business and other technology teams to provide governance and control on Production
• 5+ years of Application Development or Production Support experience

Client Software Application Support Resume Examples & Samples

• Proactively own and manage service delivery for multiple high-visibility and high-touch customer relationships
• Understand short and long-term customer goals and objectives as they relate to Fiserv
• Drive issue resolution using standard process/procedures in coordination with supporting resources
• Provide single point of contact for customer support issues
• Regularly communicate with assigned accounts, set expectations and negotiate priorities appropriately
• Develop highly effective relationships across all internal departments
• Establish and document each customer's processes, procedures, customizations and configuration
• Proactively manage, measure and track customer support cases to insure their timely resolution
• Provide timely status updates, root-cause analysis and resolution strategies
• Recognize and resolve systemic issues to prevent them from repeating
• Document, track, and support compliance with Service Level Agreements
• Ensure support case data is accurate and regularly updated (statuses, owners, other data elements)
• Regularly meet with the customer Account Executive, Professional Services Executive and other key client relationship stakeholders to triangulate on immediate and long-term customer needs
• Periodically perform on-call duties for Severity 1 and 2 Incident Management
• While the ATC is not expected to be an in-depth Subject Matter Expert in any of the underlying technologies of the supported solutions, a strong overall technical aptitude is required based on all or some of the following: browsers and internet technologies (including web server technologies such as MS IIS), online banking applications accessed via browser and mobile (phone and/or tablet) channels, networking concepts and components (firewall, router, switch etc.), software development life cycle, code management concepts and release best practices, mobile voice and data technologies
• 4+ years’ experience in progressively responsible roles relating to customer support, ideally in the field of Enterprise Software Applications
• Proficiency in MS Office Applications (Word, Excel, PowerPoint)
• Experience in case management and reporting using one or more CRM system(s) (Remedy, Salesforce etc.)
• Proven ability to write concise business communications
• Sound decision making and critical thinking skills
• Expert organization and prioritization skills
• Excellent communication skills, a methodical, project management approach to work organization and prioritization, strong customer service skills and a strong technical aptitude
• Understand, prioritize and drive resolution of issues through hands-on involvement, create and drive a strategy to address customer issues, and own issue resolution, root cause analysis and remediation
• Demonstrate the ability to remain calm and professional at all times and especially in escalated situations
• Capable of identifying & replicating reported application issues
• Develop an understanding of common checklist items that may cause application issues and validate prior to escalation
• Understand high level troubleshooting activities performed by various teams and effectively communicate status internally and externally per established processes
• Ability to develop thorough knowledge of supported applications and understanding of how application functionality relates to the underlying platform technologies
• Awareness of Security issues pertaining to web based applications

Project Lead-application Support Resume Examples & Samples

• Work closely with the support manager to ensure high quality of deliverables both in terms of support delivery and support maintenance - through accurate estimation, technical reviews and risk management
• Develop and maintain professional credible relationships with key stakeholders (Delivery, Infrastructure and Business), including relevant third parties and strategic suppliers as applicable
• Ensure completeness of root-cause for major/critical incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents
• Own, manage and ensure proactive monitoring of applications/systems to capture potential issues (e.g. alerts, performance) before they occur, in accordance with monitoring & maintenance procedures
• Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service
• Bring continuous efficiency by adopting innovative methods to deliver more from existing capacity
• Participate in service operational reviews, ensuring SLA and other data/information is provided to assist with such reviews
• Produce weekly/monthly management information reports to senior management in respect to service levels and support activities (e.g. dashboards, rag status, SLA’s, risks/issues)
• Continually review the service provided to end-users and customers to ensure it meets agreed service levels and all customers’ requirements e.g. liaising with stakeholders, conducting customer satisfaction surveys and electronic monitoring. Identify improvements to the service provided
• Develop and maintain standard support procedures as required to ensure the support, availability and continuity of IT services
• Ensure any quality management processes to the team’s activities are followed, e.g. ensuring all support methods, procedures and tools are robust, fully tested, of high quality and fit for purpose
• Responsible for managing & servicing 24x7 support as per support roasters
• Flexibility to work in shifts (‘on-demand’ & ‘short-term’ basis), and/or on weekends
• Overall stability of the Market Data Plant
• Review and approve all technology decisions made by support staff in support of the products currently under RTM User Support and Prod mgmt
• Prioritize and assist the group with scheduling of work
• Assign operational projects to individuals within the group
• Act as the main support interface to Engineering and Development
• Review all documentation when new products are being turned over to operations for support
• Act as a working manager in times of personnel shortages
• Maintain on-call staff rotation schedules
• Communicate technical issues to senior levels within the organization, through verbal and written means
• Communicate changes to relevant parties
• Work with all other regions to ensure consistent global technical standards
• Contribute to year end reviews for all Fulltime employees
• Lead the interview process for new hire and new consultants
• Ensure all technical standards are adhered to within Market Data, QAPM or firm wide
• Manage incidents on behalf of Market Data
• Ensure problem management & problem follow-up process is actioned and followed correctly by team
• Be able to understand at a technical level the infrastructure and processes the Market Data team supports

Application Support, Level Resume Examples & Samples

• Acting as a regional Level 2 point of contact, taking ownership of operational issues and perform short-term resolution, and escalating/developing preventive measures for long term solutions
• Being the escalation point for the Risk Management Group users, liaising with key stakeholders regarding upcoming changes/high impact incidents
• Mentoring and assisting Level 1/Level 2 offshore resources with issue resolution
• Acting as a guardian of production services - ensuring change procedures are followed and potential threats and risks are identified
• Following the Problem, Change, Incident Management procedures - Knowledge in ITIL desirable
• Proactively monitoring system health and responding to alerts – ensuring the stability and availability of the production environments
• Using the "Follow the Sun" application support model, work with peers in other geographical offices to provide handover
• Working closely with the regional and global account teams, escalating issues/requests to them as required
• Identifying process improvement areas through automation/process change. Ensuring support documentation is accurate and maintained
• Being available for weekend work as needed
• Assisting with BCP efforts
• 3+ years of experience supporting regulatory systems in a high pressure environment
• 2+ years of experience in SQL and relational databases (preferably Sybase / MS SQL)
• Exposure to ITIL concepts
• Experience in UNIX including troubleshooting of scripts
• Strong customer management and client communication skills
• Ability to work independently with limited local management
• Sound judgement and evaluation skills
• Relationship and stakeholder management with head office
• Experience in one or more of the following technologies will be highly regarded
• Manages users’ requests by gathering the information from the different communication channels. Delivery IT Support services relying on ITIL request management process
• Manages and follow up the production incidents complying with ITIL incident management process
• Leads investigations and troubleshoot to resolve repeated or high risky issues on production by well following ITIL problem management process. Formalizes problems and escalates to the next level of support (vendor or development team) when need be. Seeks feedback on escalated problems in order to follow them up and update the end users
• Follow up the EOD/EOM/EOY process of the bank, and provide a necessary on call support to make sure the process be finished before the cut-off
• Follow up with clients to ensure that our level of service is in line with their expectations. Liaise with other ITEC and GTS teams locally or regionally to take into account clients’ needs/expectations/issues. Organize and lead follow-up meeting with different parties (users and partners)
• Manages and co-ordinate with our outsourcing maintenance vendors/providers on related issues and software deliveries
• Participates to the regular release control on behalf of PRD, and deploy the new changes in production by following the standard procedure with good quality
• Works closely with regional PRD team to make sure the global policy is well applied in China
• Ensures BCP drill testing support according to business needs
• Other ad hoc tasks / relevant responsibilities as assigned by the Management
• Experience Banking application is a must, Core Banking System Support is preferred
• Strong analytical and synthetic skills
• Ability to work with remote sites
• Good communication skills & strong motivation
• Knowledge on Finacle solution is a plus
• Unix (IBM AIX, Linux, Solaris)
• SQL ( Oracle, SQL server, MySQL)
• IBM Websphere, MQ
• Fluent Chinese and English Reading/Writing, Oral English Capability is a must
• ITIL certification is a plus

Application Support FX Platform Resume Examples & Samples

• Primary point person for any trading and or technical issues with Institutional clients
• Maintain and monitor internet connectivity and messaging between firm and clients
• Troubleshoot all technology incidents-from initial notification, response, updates and system recovery
• Manage and monitor the firm’s response to incidents and serve as the primary point of contact for the firm’s clients impacted by the incident
• Work closely with clients, IT, Product Management and Quantity Assurance teams
• Meet with clients to discuss technical and application issues
• To work within Finance operations team
• Dealing with tickets from our clients asking for help and support
• To ensure our client?s issues are resolved within defined period ? meeting their expectations
• Leveraging the available tools within team, to ensure that system and incident issues are correctly managed, ensuring timely resolution and as well meeting Morgan Stanley's security and application support standards
• Detailed analysis of new issues and documenting associated fixes, along with training colleagues in frontline team
• Ability to mentor frontline support team in day-to-day tasks. As well provide detailed analysis of issues to senior management
• 3-5 yrs experience in backend development (Sybase preferred but Oracle, SQL Server and DB2 experience acceptable) is required
• Basic UNIX administration. Familiar with usage of vi/less/grep/find/du/df/ps/cat and UNIX file system
• Strong T-SQL /SQL skills with ability to write complex queries and debug complex stored procedures
• SQL query performance tuning, development of extract and load procedures, monitoring procedures, data transformation procedures, stored procedures, triggers etc
• Experience with any one of programming languages (Shell /awk Scripting , Perl, Python, Java C# etc.)
• Ability to read /write basic shell / Perl scripts
• Data analysis skills
• Account Management as pertains to production technical support relationship
• Incident and general issue management including hands on technical support activities where appropriate
• Overall client support case management using lightweight Project Management methodologies and various reporting tools
• Proactively own and manage service delivery for multiple high-visibility and high-touch customer relationships Understand short and long-term customer goals and objectives as they relate to Fiserv
• Develop highly effective relationships across all internal departments Establish and document each customer's processes, procedures, customizations and configuration
• Manage incoming requests and assign request responsible within the region
• Handling EBD related activities (e.g. goods receiving)
• Responsible for all user ID related activities (e.g. requesting new user-ID) for both contractor as well as for fixed price orders
• Inform local stakeholders about the request process and give support on how to use appointed tools
• Suggest continuous improvement within the request handling process and tool
• Reliability
• Orderliness as a core personal trait
• Support customers by handling incidents and requests
• Analyzing and resolving incidents
• Identifying potential solution for the defects
• Knowledge management by documenting and sharing knowledge
• Status communication to customers and stakeholders
• Provide improvement suggestions to make delivery better
• Contribute and support local rollout of global solutions
• Proven working experience with Application support
• Fluent in both written and spoken English
• Collaboration mind-set within and across teams
• Socially competent
• Availability
• This is a contract opportunity currently scheduled to run for about Three Months and possibly longer
• Pay Rate will be $40.00 - $50.00 per hour and will be determined by experience and qualifications
• Work days / hours are typically Monday through Friday, 8:00am to 5:00pm
• Must be a United States Citizen or hold a current valid Green Card
• Analysis of business needs, based on it finding solutions and communicate them to the development team
• Providing end user support and training
• Solving of queries coming from colleagues in manufacturing and logistics areas
• Participation in a testing of new functionalities
• Administration and monitoring of internal factory systems and related interfaces
• Creation of SQL queries and reports
• Communication with colleagues throughout the organization and international suppliers
• Client Interactions: functional supported include client access, cconnectivity issues, training, entitlement, late deliverables, and navigation assistance in the JP Morgan Markets website
• Incident resolution: Identifies, investigates, escalates and manages application incidents through to resolution / Become a primary contact and represent the Support Teams while facing off to Production Management (Operate) and other technology teams
• Training: Be able to communicate technical specifications in simple terms to all levels of the organization / Become Subject Matter Expert / Relate business expectations back to the various technology groups / Act as an escalation within the team / Develop an in-depth understanding of application and infrastructure
• Strong Business Partnership: Manage end-user client relationship on a day to day basis / Manage business requirements and implement solutions
• Application management: Specializes and develops expertise in one or more applications / Resolves user-based queries in a timely fashion / Update and Manage own problem tickets appropriately / Flexibility of weekend working where required for post-production release checkout
• Assist in tool development to improve experience of the team, Knowledge Systems, Scripts to automate some manual tasks etc
• They should be able to learn system workflows and document those flows and any dependencies
• Fluent Mandarin and English language skills are mandatory to serve China and Taiwan clients. Cantonese, Japanese and other language skills a plus
• Position requires Brokerage or Securities Industry experience and superior written, verbal, and problem solving skills. Applicant should have the ability to understand the business impact of the issues being presented, take appropriate action and as necessary communicate with all levels within the Line of Business. Strong capacity for operating in a flexible, dynamic environment where creative and strategic thinking is required
• Applicant should have a college degree and 5+ years of work experience
• Solid PC skills required including: Experience with WIN Operating Systems, Microsoft Office Suite, standard and http internet protocol, troubleshooting PC and browser issues. Mainframe, Rumba/CICS, FTP and/or Portfolio Application experience a plus
• SQL intermediate knowledge
• UNIX Shell / Perl scripting experience
• ITIL Foundation or higher certification
• Strong infrastructure knowledge in Linux / Unix, Windows, Database, Storage, Networking and Web Technologies (Apache/Java)
• Front Office Trading, Sales & Business Management
• Middle & Back Office users
• Global Technology onshore & offshore
• Development teams
• Various Technology teams throughout GT
• Identify process improvements in the regional and global support models and assist in implementation
• Produce MIS reports on the overall quality of services
• Follow up and resolve issues of poor service quality
• Knowledge of electronic financial markets
• Experience of supporting applications in a trading floor environment
• Hands on and proficient with UNIX / LINUX /Windows commands
• Experience of Electronic Trading businesses in Investment Banking
• Experience with real-time pricing & risk systems would be an advantage
• Temperament to work under pressure in a fast moving production environment
• Confident in dealing with senior members of Front office, other business functions and IT management
• Excellent communication skills – ability to liaise with both Business and IT users in a clear manner
• Responsible for systems supporting business functions are successfully delivering business functional operations
• Create a Global Support Function strategy with other stakeholders
• Create an affordable, sustainable model for enabling application support
• Communicate across BIG & CCR departments, vendors, and stakeholders ensuring the constituency has confidence in support delivery
• Manage a mixed internal/external work force, leveraging sound vendor management/governance practices to effectively managed costs and delivery to meet CCR business operational demands
• 10+ years of related business experience, with a demonstrated ability to navigate matrixed organizations to facilitate system optimizations which maximize enterprise architectural best practices
• Practitioner of ITIL business processes
• Strong process awareness and ability to manage incidents, problems and customer escalations
• Ensure all issues are tracked and work closely with business development managers to prioritize resolution
• Develop expertise in the relationships between clients, sales and technology teams
• Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients
• Monitor the quality and impact of implemented processes/initiatives and recommend changes/enhancements, if any
• Clear understanding of FX trading concepts
• Experience in FX eCommerce Client Services or associated Operations group in a high availability/mission critical environment
• Demonstrated ability to efficiently problem solve in time critical scenarios
• Previous experience/knowledge of supporting a FX, Rates or FI/Derivatives trading business preferred but not essential
• Effective written and presentation skills
• Experience in data analysis and MIS reporting is preferred
• Relevant years of experience
• Experience and/or knowledge of FX eCommerce banking industry is a plus
• Support and development of Front office applications for the business
• Assisting with the updating and enhancements of an existing system as well as being part of a team developing and bringing in a new business engine
• Business analytical work which involves user requirement gathering
• Excellent communication skills in both Japanese and English
• Must be able to discuss issues and requirements with both business and technical teams
• Must have a bachelors degree or 10 years experience working in a financial institution in Japan
• Front office personality and the ability to work in a fast paced, busy environment
• Strong Unix, SQL and scripting skills
• Minimum 2 years’ experience in applications support team management
• Evidence of Industry and professional qualification e.g. ITIL
• Experienced in working with third-party vendor service/support teams
• Expert ability for developing insight and understanding of client needs
• Experience in training material preparation
• Excellent client facing, interpersonal and communication skills; highly focused on developing client-focused teams
• Strong organizational, multi-tasking and coordination skills
• Bachelor degree in Information Technology, Computer Science, Software Engineering or related discipline
• In-depth product knowledge of service support desk and release tools: ServiceNow, Remedy, Microsoft TFS
• Experience in the media advertising industry, specifically Media Planning or buying
• Experience in MediaTools, ColSpace or any Media Planning product
• Any experience creating transact SQL queries or working with Business Intelligence (BI) products, such as Tableau, Microsoft PowerView, PowerPivot, SharePoint BI add-ins
• Ability to manage scope and negotiate effectively with the client and other teams
• Track record of strong stakeholder management and managing effective implementation and training programs
• Operate in a matrix organization and oversee the resolution of support tickets for all DAP products
• As the overall support leader, you will be responsible for ensuring proper communication (e.g. to users, DAP teams etc.) is happening and you are responsible for escalation when processes are not followed
• Effectively hire, retain and manage both onshore and offshore support staff (T1 and T2)
• Maintain existing and develop new product based Support Operational Procedures (handbook) to allow support staff handle specific tickets based on pre-defined scripts
• Develop and manage DAP products Incident and Problem management practices based on ITIL concepts utilizing best in class ticketing tools
• Work with the product team to build and enhance current monitoring tools (e.g. to include monitoring agents at the software layer to create meaningful alerts)
• Develop, monitor and maintain operational KPI based on business requirements
• Contribute to current technical support documentation such as FAQ and best practices to share the learning knowledge accumulated throughout the support process with other users
• Case resolution - research, resolve and respond to complex customer issues across the product line
• Knowledge management - depth and breadth of knowledge within the product line
• Daily operations - including team operations, process improvement and information sharing
• Develop and maintain technical support documentation
• Participate in Citi wide Application fail over functionality
• 3 - 5 years’ experience working in a support environment
• Work closely with first level support, development teams, infrastructure teams and the Research business to deliver strategy & priorities and communicate progress effectively to all stakeholders
• Communicate issues and status updates with all stakeholders effectively
• Ensure the stability of applications by proactively seeking ways of improving stability
• Perform Change Management and deployment activities on production environment
• Participate in special project initiatives
• Knowledge of active monitoring tools (Tivoli, Nagios, ITRS, Uptime, etc
• Application custodianship (follow ups, communication, documentation, presentation, multitasking, organizational skills)
• Experience in at least 1 of the following: Perl, Java, Unix/Linux programming, .net programming, Sybase, MSSQL, DB2, Teradata
• Strong multi-threaded or distributed computing background
• Troubleshooting skills (tracking trends, producing metrics and analysis)
• Ability to understand code with minimum help (Perl, Java, SQL as examples)
• Strong knowledge of Autosys (or other scheduling tools)
• Basic Networking Knowledge
• Must have good communication skills, able to articulate ideas clearly to business users and developers and colleagues globally
• ITIL framework familiarity (Service Now incident and problem management)
• Experience with Database Analysis, Design and Development tools
• Experience with Oracle, Essbase, Hyperion Financial Management or SAP Products
• Informatica (ETL) support experience
• MSAS (Microsoft Analytics Service) 2008
• SQL/T-SQL experience including query performance tuning
• UNIX/Linux scripting: Candidates need to be proficient in navigating UNIX servers, have good knowledge of the majority of operational functions in UNIX and be able to read / write and maintain UNIX shell scripts
• PERL/Python scripting: Candidates should have some exposure to PERL / Python as a scripting language as a minimum. The deeper the knowledge the better
• Networking (e.g. TCP/IP): Additional technical skill on the networking side ; understand the concepts of TCP/IP and UDP connectivity and data transfer. Knowledge of multicast is an advantage
• UNIX/Linux operating systems: Candidates should understand UNIX concepts in order to perform resource monitoring, and be able to tune operating system parameters according to applications requirements
• Problem solving skills: Must be able to tackle problems based on limited information, be able to seek out solutions and work around problems. They need to be able to do this in the short term for quick outage resolution as well as proactive problem elimination
• Interpersonal skills/communication - Good quality English speaking is essential as there is regular interaction with peer teams, internal clients, vendors and suppliers in any other region. Candidates must be able to communicate clearly and concisely to minimize misunderstandings and to ensure fast and accurate dissemination of information
• Database Technology
• Knowledge of C/C++
• Windows Server 2003
• Windows XP/7
• Manage and resolve issues that arise on Sales systems. Ensure daily process completion to service level agreements
• Good understanding of ITIL
• Good sense of production incidents / issues handling
• The execution of all application related activities related to the day to day operations of the Banks production applications related to the individual Product area
• Out of hours cover and support (Rotational On calls)
• Risk and Control Objective - Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards
• To apply for this role, upload a copy of your updated resume
• Ability to understand and build cross-group processes and partnerships
• Ability to provide meaningful and useful analysis and solutions for support functions
• Ability to communicate with Senior Management
• Ability to effectively multitask and track multiple issues
• Ability to negotiate solutions and deadlines with others at all levels of business
• Experience with banking or financial software
• Basic understanding of finance industry
• Proven leadership expertise and the ability to collaborate well with others
• Should be strategically focused and constantly looking to improve processes
• Day to day production support to local and global applications
• Effective incident management by liaising with vendors and regional teams to timely restore application services
• Perform application changes per change management procedure, participate change management meeting to review local application change requests
• Support problem management process
• Ensure applications conform to DB Standards and regulatory requirements
• OS and application level real-time health monitoring
• Performance and capacity monitoring/review for local applications
• Track incident, problem and change tickets that affect China application environment
• Review vendor Service Level Agreements and/or KPIs
• Produce regulatory and management reports
• Good understanding in local banking regulations (CBRC, PBOC, SAFE)
• Good understanding of the local payments and regulatory reporting applications
• Capable of effectively handling incidents for critical systems in a fast-paced and complicated environment
• Excellent knowledge and experience in application real-time monitoring, performance evaluation and capacity planning
• High energy and enthusiasm / compulsion to do whatever it takes to reach a successful outcome
• Passionate about teaming for results / ability to work independently
• Fast learner / Self starter
• High tolerance for ambiguity
• Good command of English and mandarin
• Team lead experience will be a plus
• Over 7 years working experience in complex IT environments
• Daily operational support of applications in our portfolio, specifically Herald/RDRS amongst others
• Participation in IT driven stability initiatives for user groups
• Participation in priority tactical projects
• Participation in enhancing a global support model implemented in the region
• Planning the execution of business and technology events impacting user base locally
• Experience in production support or development
• Solid understanding in UNIX and PC technologies including UNIX, Shell, SQL, SYBASE, and PERL
• Strong communication skills with the ability to work with both IT and Finance groups in Asia, Europe, and North America
• Self motivated to further enhance the stability and performance of the production environment
• A collaborative team player and be able to demonstrate integrity, ownership, and leadership
• Strong ownership mentality with the focus on customer satisfaction
• Design workflows from check-in through to the Continuous Delivery pipeline using Jenkins
• Respond to build issues
• Develop and implement best practices for ongoing parallel development, featuring branching, merging, and common library management
• Facilitate DevOps related efforts with cross functional teams and automating as much as possible
• Developing policies and procedures, evaluating resources, and mentoring staff
• Evaluate and recommend tools and technologies used in a variety of processes
• Define complex implementation processes
• Evaluate and recommend new technologies
• Automate the Build, Release and the Continuous Delivery Pipeline
• Define, track and report metrics
• Assess risk and advice on course of action
• Assist developers with build issues, including maintaining POM files and settings files, resolving compilation errors, unit test failures, and similar issues
• Deploy commercial and open-source tools and technologies to build and support a professional software engineering environment, with an emphasis on operational self-service and continuous integration
• Automate the compilation, continuous integration, testing, packaging, and distribution of multiple software components
• Encourage and enforce best practices to enable rapid new feature development while maintaining multiple functioning software products
• Work closely with Build, Integration, Test and Software engineers to develop tools for automation, and continuously improve the release process and automation environment
• Help to educate engineering community on appropriate and efficient use of automation workflows
• Provide first level support of any issues encountered on the CICD systems
• Define and maintain SLAs and processes for the system including server uptime and consistency
• Administer the system including but not limited to setting up new users, groups, projects, and configurations
• Install and configure server software, as well as necessary proxies, mirrors and other peripheral software
• Develop custom integration that tie systems like Jira, Bitbucket, Hipchat, Jenkins, code review tools, code coverage, application security, build management, CA DevTest (old Lisa), QMetry, Selenium, JMeter, etc
• Implement and document system recovery procedures
• Analyze and optimize performance of server based on users’ needs
• Troubleshoot and resolve any problems with CICD systems
• Monitor servers and track usage to assist with capacity planning
• Develop and maintain application tools that build, deploy, automate, and streamline the CICD processes
• Knowledge of tools like Jira, Bitbucket, Hipchat, Jenkins, SonarQube, Fortify, Doxygen, Sphynx, Jacoco, , CA Dev (Lisa), QMetry, Selenium, JMeter, etc
• Competence on Java, C++, Groovy and other languages
• BS degree in Engineering and at least 5 years of experience in the area of systems engineering, integration, and test
• Two or more years of experience with CICD
• Two or more years of experience working with Linux, J2EE applications, databases/SQL, web applications, SOA/web services and mobile platforms
• Strong analytical, problem solving, and troubleshooting skills
• Excellent written and verbal communication skills including the ability to effectively communicate technical issues and solutions to all levels of the organization
• Excellent multitasking and time management skills with consistent attention to detail
• Ability to clearly write technical documents
• Proficiency in standard MS Office applications including MS Project
• Good leadership, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels
• Ability to work in a fast paced, constantly changing environment
• Ability to quickly learn and communicate value of new technologies to technical and non-technical audiences
• Some IT Knowledge required
• Experience with BitbuSearch Jobs US
• Architecture & Integration : Streamlined access point for data & distribution of the whole Enterprise Data
• Products Reference Data : Single source of Enterprise Product (stock/bonds/derivatives etc.) & related Corporate Action
• Elemental Reference Data : Single source for static reference data incl countries, currencies, time zones and calendars
• Pricing Reference Data : Single source of current day and historical timeseries Pricing Reference Data
• Providing the role of local regional manager for teams in Mumbai and Bangalore
• Provide local Bangalore office management and leadership for QAPM and Technology
• Own the vendor relationship in India with our consultant teams based in Pune
• Execute and lead the team to deliver on the department goals for Technology, QAPM and Ref Data
• Taking ownership and managing significant production incidents
• Identify root cause and effective problem management - Perform post incident analysis / documentation and related follow-ups for presentation to senior IT and BU management
• Be able to investigate ongoing issues (by going through logs/code/database)
• Working along side the existing team members on a shift basis
• RFB cover and check outs
• EOD cover and check outs
• Manage the rtmd hotline
• Weekend Checks and RFB
• Provide oncall cover as required
• Perform software decommission, installation, upgrades in accordance with Morgan Stanley?s Change Control Procedures
• Support global Market Data teams as part of a ?follow the sun? support model
• UNIX/Linux scripting: Candidates need to be proficient in navigating UNIX servers, have good knowledge of the majority of operational functions in UNIX and be able to read / write and maintain unix shell scripts
• PERL scripting: Candidates should have some exposure to PERL as a scripting language as a minimum. The deeper the knowledge of PERL the better
• Reuters (including RMDS,Elektron)
• Vendor DataFeeds
• Low Latency delivery systems
• Contributions (Reuters MLIP , Bloomberg)
• Work closely with second level support, development teams, and the Citi Velocity business to determine strategy & priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
• 1 to 5 years’ experience working in a support environment
• 2-3 years experience with shell scripting, Perl/scripting language
• First line local application support and ID administration on the local and global Securities applications
• First line end-user/desktop support covering Windows7 workstations with PC applications running on it Second line infrastructure support and administration (Servers / Storage / Network / Firewall / PBX / Turret / Voice recorder etc)
• Data Centre Operation Management
• Disaster Recovery Site maintenance and systems management
• Maintenance external vendor contract and renewal and billing
• Procurement of IT facilities
• Batch cycle operation and daily tape backup
• Technology and business project support
• Coordination for business initiatives and IT Projects
• Production release management
• Coordination of system enhancements with IT streams and local vendors
• Ensure the IT systems comply with the regulatory and JP Morgan policies
• Write a SQL/database query(pull data out of database and update the database)
• Be familiar with window server and general windows troubleshooting
• Communication and written skills
• Production support of the company web sites, infrastructure, and databases
• Support the various applications and respond to requests for optimization, tuning, monitoring, and resolving issues
• Support the Release Management process in a SOX compliant environment
• Troubleshoot and solve customer issues with the company web sites
• Bachelor's degree in Computer Science, Mathematics, or a comparable computer systems related discipline is preferred
• 2+ years' experience in a production high-availability environment
• Minimum of 2 years combined troubleshooting and programming experience
• Efficient software analysis and trouble shooting skills required
• Strong knowledge of Microsoft SQL Server is required, include being able to troubleshoot stored procedures for SQL Server 2012-2014
• Oracle DB experience a plus, but not required
• Understanding of Web technologies and Internet protocols including HTTP, SSL,TCP/IP
• Strong desire to contribute to a VERY exciting company's success
• Ability to multi-task between several projects and complete them on time
• Must be dependable, self-motivated, highly ethical, reliable and able to work with minimum direction in a team
• Must be able to make sound judgments and use a common sense approach to dealing with issues or personnel
• Excellent troubleshooting, problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment
• May be required to work long hours under pressure while resolving critical issues
• Provide on call and remote support as needed
• Basic Linux Skills a plus
• Knowledge of SharePoint administration helpful
• Object Oriented Programming familiarity and concepts
• Plan, coordinate and supervise (where appropriate0 all activities related to the operations of the Banks production applications related to the individual Product area
• Owner of a group of individual Service Improvement items and responsible for their implementation
• Out of hours cover and support, providing expertise and specialized system knowledge to allow resolution of key incidents
• Act as the quality gate for external areas where relevant
• Support the handover of the changes into business-as-usual (BAU) operation, providing the relevant IT service teams with information and education relating to the system technology and function
• SCOM (Microsoft)
• Windows .NET
• Manage the successful handover of change into the support environment
• Ownership and prioritisation of individual incidents and ensuring the delivery of solutions in line with the Operational Level Agreements to deadlines and quality standards, providing regular updates to key stakeholders and all levels
• Ad-hoc reporting where appropriate
• As part of a team provide 24/7 cover and support, providing expertise and specialized system knowledge to allow resolution of key incidents outside of business hours
• PIR (Post Incident Review) attendance
• 2 + Years Previous experience in technical support / problem solving
• 2 + Years Live service/ application support experience
• 2 + Years Good knowledge of the payments domain is required
• Prior experience and knowledge of Barclays Payment Processing Applications such as GPP, MassPay, Funds Control and Faster Payments is an advantage
• Excellent written & oral communication
• Proven Incident Management experience
• Possesses good knowledge of supported products and platforms (e.g., UNIX, Windows)
• Exhibits good problem solving
• Service Excellence
• Decision making and problem solving skills
• Provision of L2 application support for the critical .NET service
• Participation in Post Incident Reviews (PIR) and Major Problem Reviews (MPR) along with run environment consultancy to internal and external stakeholders
• Working knowledge of Web services
• Knowledge of the .Net application is required
• Knowledge of existing Barclays ‘Channels’ and ‘Payments’ services is required
• Previous experience of multi-platform technologies
• Familiarity with basic unix scripting
• Work with the application support team to resolve issues/tickets in a timely manner
• Ability to delve deep into the code structure to understand complex algorithms and troubleshoot system/data problems
• Demonstrate drive and initiative; be goal-oriented, dedicated and self-sufficient
• Partner with development and other technology teams to develop strategy regarding overall architecture and infrastructure, identifies and defines necessary system enhancements; analyzes existing system logic, identifies problems; and recommends and implements solutions
• Be able to work well under pressure, adapt quickly to changing priorities and maintain focus on key tasks during busy periods
• Communicate complex technical issues to business users in a language they understand
• Oversee and priorities issues based on criticality
• Provide Overnight support for the applications on a rotational basis. Be prepared to work out of hours and weekends to support upgrades and new releases to the application
• Plan for and carry out annual Continuity of Business (COB) tests, this will involve liaising with DBA’s, System Administrators, Users and other technical support teams to ensure our procedures and processes run accordingly
• Ensure the Production Support documentation is kept up to date
• Experience working in a support and dealing with business and technology users of the application in a support capacity
• Excellent written, verbal and presentation skills
• Proficiency in dealing with complex technical issues in an application (NOT Infrastructure or desktop) support
• Highly Effective Organization skills
• Databases / SQL
• Building SQL queries [required]
• DB Procedural Language [beneficial]
• Currently use Sybase/SQL Server [beneficial]
• Knowledge of Unix platform [required ]
• Unix Shell Scripting [beneficial]
• Perl [beneficial]
• Passionate in technologies and striving to make a difference with the aid of automation
• Hands-on experience in supporting business users’ applications on corporate solutions, candidates with different years of experience will be considered for corresponding career levels
• Excellent communication skill, with the ability to interact professionally with diverse group of business users to elevate the total user experience
• Analytical and strong in troubleshooting and problem-solving, familiar with incident support and application development lifecycle
• Strong in coordination, able to collaborate with other teams (client IT team, infrastructure team, L3 vendor support, etc.) across different seniority
• University Degree in Computer Science/Engineering, Information Technology/System, or other relevant disciplines desirable
• High proficiency in both verbal and written English and Cantonese (Mandarin is an added advantage)
• Dynamic and adaptive to the global collaborative project team environment
• Experience with scheduling tools such as Autosys
• Troubleshooting data ingestion
• Hadoop experience is a plus
• Experience in technology support roles within a large scale, global financial services organization
• Strong Decision-Making and Problem Solving Skills
• Proficient with application development techniques, Oracle, SQL, Shell Scripting and UNIX operating systems
• Outstanding interpersonal effectiveness
• Ability to document and standardize processes around support procedures
• Bachelor's degree in Information Services, related technical field or equivalent, with experience in application support roles for software applications
• Motivated individual comfortable both leading and working as part of a team
• Excellent analytical, problem solving and organizational skills
• Experience with AIX, MQ, Oracle, Java, SQL, NDM
• Experience with Flexcube would be an added bonus but not requirement
• Experience writing scripts, database queries, generating capacity and performance reports
• Interfaces and Messaging systems
• Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner
• ITIL accreditation to at least foundation level
• Experience in configuring alerting through ITRS
• Prior experience in Core Banking applications
• Respect commitments according to the support part of the Assignment Agreements
• Perform application root cause analysis and problem investigation
• Coach users to explain how to use the system in their jobs (build business methods for users)
• Help the delivery organization to report to the business about the support Key Performance Indicator (KPI)
• Provide case status reports to key stakeholders
• Coach Application Support IT at previous Steps
• Set and deliver on Application Support strategies for Product Creation and general Technology Support
• Ensure production support service for multiple product engine capability functions and technical scope. Results in management of service delivery performance based on SLA’s and business expectations. Management of application incident resolution and change management process and execution. You will serve as a point of escalation and communication
• Drive adherence to the Nike’s Technology Application Support operating model and standards. Ensure that standardized methods, procedures, and policies are followed by the service delivery team
• Manage vendor service delivery via robust operational performance and contractually defined metrics(KPI’s). Partners with vendor mgt on governance
• Oversee production environment change related risk and mitigation
• Manage and facilitate continuous service improvement efforts. You will take actions to drive continual service quality improvements evidenced through reduce frequency and duration of service disruptions
• Partner with solution delivery teams to implement change and enable the production support capabilities that support these changes. Manages project and change transition for go live releases. Ensures proper transition from Project/Solution delivery teams. Ensures daily updates are provided and proactive measures are used to ensure system stability
• Coordinate communication of operational performance and issues with all stakeholder groups. Provide regular reports on service/support performance and improvement plans
• Plan and maximize the service delivery resource plans, utilization and cost
• You will manage service demand requests, prioritization, and coordinate planned delivery schedules for request fulfillment with Release Mgt
• You'll work closely with your business customers, strategic service-partners, and technology counterparts to ensure our services and service agreements are clearly defined and met. You will ensure that smooth execution of business events and flex service models to support those goals
• Ensures that the application support strategic business plan aligns with overall business goals and related scorecards. You will forecast and track to a service budget and present budget recommendations as appropriate to meet business and Technology requirements
• Bachelor's degree in Computer Science, Information Systems, Business, or other relevant subject area
• 3+ years' experience in a management role of a team, including team management and coaching, and budgeting responsibilities
• 6+ years of professional experience in IT or business
• Demonstrated competency in Release Management, Change Management, and ITIL Fundamentals
• 4+ years experience defining and managing SLA’s/Metrics in coordination with contractual and business needs
• Experience with global vendor outsourcing models, managed services and transition for global teams
• Strong business acumen in achieving revenue and profit goals
• Experience in process improvement and Lean delivery efforts
• 2 years of additional relevant professional experience accepted in lieu of a degree

Software Application Support Resume Examples & Samples

• Deployment of software releases, support requests and data packages within a 24/5 high available big data platform
• Day to day operations in supporting and maintaining a big data platform (HPCC)
• Ensuring that client systems are fully operational and any loss of service is restored in a timely and efficient manner
• Problem determination, workaround resolution, root cause analysis, major incident management
• Managing cases, requests and enhancements using online tools and processes
• Participate in post-mortem discussions around software-related production incidents and communicate about technical issues and resolutions
• Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
• Create productive relationships with and between key stakeholders within the business
• Ensure that solution and application support documentation is maintained to the highest quality and accuracy
• Understanding of system dump contents, system control block structures, all characteristics/features of hardware being used and all system performance principles
• Knowledge of system parameters to control, configure and install various systems
• In-depth knowledge of software installation aids
• User knowledge of all facets of the online system
• Experience with application releases involving data packages, java war based deployments and troubleshooting in a high available 24/7 production environment
• Prior experience of best practice change management and change implementation processes in high availability enterprise environments
• Experience with DevOps methodologies and processes
• Experience working with source control systems such as CVS and GIT
• Expertise with working with development teams to manage release processes and timelines
• Experience working with defect management software such as JIRA
• Strong Linux skills with knowledge of performance monitoring and bash shell commands (RHEL, CentOS)
• Skills in Apache, MySQL and PHP (LAMP stack) and ansible desirable
• Ability to Work with 3rd party vendors as needed on vendor-related support requests\issues
• Scripting languages – PHP, Perl, or Python, Bash and SQL
• Knowledge of virtualization platforms such as AWS and Openstack
• Knowledge of Hardware, Memory and Disk installation and hardware support (servers, DELL servers)
• The 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
• As appropriate, may directly supervise or co-ordinate the work of others in a team structure
• Ownership and prioritisation of group of Incidents, Problems or Changes and ensuring the delivery of solutions in line with the Operational Level Agreements to deadlines and quality standards
• Accountable for the creation of Release and Communication Plans in line with the regular release slots
• Owner of a group of Service Improvement items and responsible for their implementation
• Makes decisions, with parameters set by management, using on the job and specialist experience
• Coaches inexperienced team members and provides support and direction to assist with career progression
• Can communicate to peers, line management and business users
• Ability to investigate issues in a logical manner carrying out analysis, making changes within their area or making recommendations to other teams to effect resolution. This will require the role holder to take ownership of issues and manage some complex incidents, providing updates to their team lead and working with multiple teams to manage incidents to resolution
• Must possess a positive, can-do attitude
• Ability to work in every phase of the Software Development Life Cycle
• Creates a logical plan, realistic estimates and schedule for an activity or project segment
• Strong team working skills – with experience of working cross location
• Understanding of the internal and external environments required to deliver IT solutions
• Proven results in Incident/Problem/Change and Release disciplines
• Production of high quality documentation
• High level knowledge of the Bank’s delivery channels to our customers
• Can generally engage with all business users and understand their issues, regardless of seniority
• Explaining, advocating and expressing facts and ideas in a variety of settings both orally and in writing
• Using technical knowledge to create new opportunities and solutions, seeking application improvements and seeing them through to implementation
• The roleholder will be expected to work independently and with little supervision to carry out their day to day duties, keeping their line manager appraised of significant issues, and providing clear written summaries of them
• The roleholder will be expected to provide input to technical discussions and incident escalation meetings, contributing their technical findings in a clear and concise format as and when issues arise
• Detailed knowledge of Barclays Release and Change process and procedures
• Ability to resolve Incidents and Problems with minimal support
• Ability to deliver Change & Releases
• High quality proven track record and ability to independently deliver small changes
• Excellent analytical and trouble shooting skills
• Experience of Application Monitoring and Reporting
• Programming experience in an object-oriented language (C# or Java preferred)
• Exposure to SQL query languages
• Extensive experience in providing IT Support (essential)
• In-depth knowledge gained working within an ITIL Environment (preferred)
• Large-scale blue-chip organisations such as Barclays (beneficial)
• Have minimum experience in IT in development/ support
• ITIL v3 Foundation (preferred)
• Responsible for running, maintaining, debugging, monitoring and optimization of supported applications
• Develop, implement and oversee technical procedures and escalation procedures
• Document application topologies, support functions, etc
• Resolve and manage both service and incident tickets and queues
• Participate in departmental on-call rotation
• Accept full "ownership" for supported applications
• Automate solutions to improve application reliability
• Troubleshoot complex technical problems quickly and work well under pressure
• Interface with business customers, IT partners, vendors and other service providers
• In coordination with Development and QA teams, use ITIL practices to manage software patches, version updates, and new coding implementations through UAT and into Production
• Work closely with other support and development groups to ensure optimal software operations, including DBA's, SA's, Developers, UNIX Operations and the related Business Units
• Familiarity with ITIL concepts and methodologies and tiered (L1, L2, L3) support models
• Minimum 1 year of technical support experience in a call center environment - Proven software and application troubleshooting experience
• Proven experience providing effective and professional communication, addressing customer issues via telephone, email, and chat
• Understanding of basic IT concepts/practices and experience with common service desk software
• High school diploma or GED
• Willingness to work any shift in a 24x7x365 environment, including weekends and holidays
• Ability to arrive and start work promptly at beginning of scheduled shift
• Error analysis and troubleshooting in test and live system using various analysis tools to avoid errors and guarantee smooth operation
• Oversees operation by means of appropriate monitoring and reporting, and assures service availability based on sufficient capacities
• Performs regular maintenance tasks on the systems, e.g., by adjusting components, implementing security requirements (information security regulations), under his/her own responsibility
• 3rd level support of SharePoint Collaboration environment (general requests and incidents regarding Collaboration environment and its use cases
• Managing of support tickets assigned to 3rd level support
• Call record and tracking
• Incident resolution within supported applications
• End-to-end customer experience providing a single point-of-contact
• Installation of the COTS product
• Looking into data tables
• Checking data flows
• Loading tables
• Maintenance of sql scripts and stored procedures
• Engineer with 5-8 years of experience
• Good knowledge of Unix, DB2 and Perl
• Past experience in building and maintaining Production/Non-Production environments
• Past experience in automation of ad-hoc requests, RFB checks and scripting
• Building strong technical partnerships with local and global development teams to partner in system, environment and plant improvement. Enabling the adoption of Dev Ops collaboration
• Leading projects and initiatives within the global team to implement new strategies; manage events (infrastructure change, software releases, business continuity tests etc.) and on-board support for new business areas or renovated systems
• Acting as a primary escalation /communication point between Application development teams and Business Units
• Basic knowledge on Financial Products is preferable
• The 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
• Ownership and prioritisation of group of Incidents and or Changes, and ensuring the delivery of solutions in line with the Operational Level Agreements to deadlines and quality standards
• Can communicate to peers, senior line management and senior business stakeholders effectively
• Knowledge of
• Completed 12 months in their current role and presently at a BA2 or BA3
• Last - year PD rating of Good or above
• Should not be on active CAP/DAP
• Ensure Service are running as per SLA
• Resolving live incidents / failures / issues quickly without impacting business
• Ensures Incident Management / Problem management / Change management processes are followed while providing live support
• Own the resolution of incidents within the agreed Service Levels
• Provide long term solution for incidents and contribute towards building a very stable and reliable system
• Ensure adhoc request raised by business users are addressed in timely fashion with quick turn around time
• Work towards bringing down the incidents following problem management process
• Ensure best practices are followed and Barclays standards are adhered to
• Work towards operational efficiency in batch processing
• Should have capabilities to lead the team from front ensuring failures are recovered quickly without any SLA breach
• Verifying the operational quality of code before delivery
• Taking care of work load of the team by distributing work among team members
• Manage expectation of the client and provide regular status updates
• Build a team culture that offers high-performance, winning together, good relevant skills and trust
• Be the point of contact for any grievances in the team. Resolve such grievances through active interest and participation
• Should be able to support services with deviser technology after going through trainings / Knowledge Transfer sessions
• Providing guidance and assistance to colleaguesRisk and Control Objective - Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Barclays Operational Risk Framework and internal Barclays Policies and Standards
• Excellent technical skills (CMOD, ODWEK, JAVA, DB2, UNIX)
• Excellent analytical skills and an ability to solve issues
• Experience in Java Application enhancement / production support
• Completed 12 months in their current role and presently at a BA3 or BA4
• Training of the users
• Assistance to the users
• Clinical trial workflow implementation
• Medical imaging
• User training
• Assistance to Users
• Software configuration
• Autonomous, well organized and flexible, mind openness
• Excellent interpersonal and communication skills, team spirit
• Ability to work with a remote international teams
• Flexibility to work weekends and evenings
• Knowledge of medical and hospital environments (radiology)
• Command of the French language or of another language would be appreciated
• Availability for training at the headquarters (France) and willing to possibly travel
• Volt is an equal opportunity employer
• Education: S1 (information technology or information system)
• Experience: minimum 2 year experience
• Required language: good communication skill English and Bahasa Indonesia
• Support the automation solutions (Equipment Integration) in the area of testing (Wafertests)
• Be responsible for the operational support
• The implementation of modifications of commercial solutions through API-programming
• Complex issue investigation and coordination to closure
• On call support and ad-hoc overtime, including weekends
• Provide systems analysis and design expertise to business, supplier and other IT teams and determine systems solutions to business problems
• Ensure system changes and other deliverables are documented according to required quality standards
• Maintain open and timely communication with relevant business, supplier and IT personnel, particularly off-shore development teams
• Work in partnership with 3rd party suppliers to ensure the agreed development process is followed
• Ensure strict adherence to Group Governance and Security standards, in particular in relation to the above responsibilities
• Drive improvement in team processes e.g. automation of manual processes, revision of systems and technical enhancements where appropriate
• Live service/ application support experience
• Good knowledge of the payments domain is required
• Prior experience and knowledge of SMS/STAR is an advantage
• Prior experience and knowledge of Swift
• Prior experience and knowledge of Swift Alliance Gateway on a Unix Environment is an advantage
• Good knowledge of MS Office applications, especially macro writing skills in Excel, will be an advantage
• Knowledge of our ‘Corporate’ systems (Vostro, GTSA, BEM, GPP, Vrisk) would be an advantage
• Technologies – UNIX, Tandem, Oracle, Java, Websphere
• Timely resolution of Incidents raised against the MyBarclays (Retail Online Banking) service
• Investigation of long standing issues on the Problem Backlog
• Support Service Management and business stakeholders in addressing live service issues
• Participate in all activities related to the operations of the Banks production applications related to a number of related product areas
• Incident Management, Problem Management, Change Management, Management, Service / Application Introduction, Application Continuity Management, Availability Management, Capacity Management, Application / Service Level Management, Demand Management, Continuous Application Improvement Planning
• Utilise the Barclays GRBT defined best practices, standards and tools in application delivery, documentation and support
• Support the planning and deployment of Product changes for each application release
• Contribute service improvement ideas for products within scope
• Digital call recording systems (Nice preferred.)
• Text To Speech systems
• Agent Desktop Client Applications
• High availability architecture
• Advanced technical troubleshooting, problem solving and analytical skills
• Understanding of Middleware Technology
• Strong proactive and organizational skills
• Strong Project Management skills
• Good interpersonal, verbal, and written communication skills
• Possesses customer service attitude with the ability to manage multiple priorities and projects simultaneously
• Ability to effectively communicate technical ideas in a non-technical way to all levels of employees
• Self motivated and the ability to work effectively with minimal supervision
• Adheres to company standards and methodology, confidentiality and security requirements and consistently demonstrates a high level of integrity and professionalism
• Deliver application Support L2 services for Informatica applications hosted in UNIX environment
• Maintain the stability and availability of wealth finance applications to agreed SLAs
• Ensure key application functions and scheduled activities are completed in a timely manner and within SLA, e.g
• L2 support experience is preferably required
• Candidate should have strong Informatica, Oracle, UNIX/LINUX skills and a working knowledge of TWS Scheduling tool
• Ab Initio exposure is an added advantage
• Good knowledge of ETL and Data Warehousing concepts
• Good working knowledge of Oracle & Teradata
• Experience in troubleshooting to recover failures quickly
• Encourages knowledge sharing across teams and/or organisational area
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards
• Problem Record/Incident Management
• Effective liaison with IIT peers & clients
• Provision of out of office hours support to ensure smooth functioning of the application, as needed
• To be fully proficient in required ETL technical skills - Informatica
• To understand the new/changed applications coming into Support to a detailed level (typically by knowledge transfer exercise with the Project Team) before the Project Team leave. Understand how it “does what it does”
• Excellent technical & hands on knowledge of , ETL Technologies (Informatica) with a minimum of 5 to 6 years of experience in these technologies
• Knowledge of Teradata , Oracle, SQL will be helpful
• Adhering to standards and patterns for implementation of reusable solutions and creation of assets for the platform
• A key requirement for this role is to continually keep appraised of Infrastructure and application/service enhancements in order to have the ability to support business raised incidents -Identify and contribute to continuous improvement by using your judgment to identify enhancements within the scope of the role to deliver quality to customers and communicate innovation upwards. The role holder may be required to support high severity incidents by attending major incident calls and articulating to senior stakeholder’s current state and proposed solutions
• Good experience of IT software support
• Large-scale blue-chip organizations such as Barclays (preferred)
• Technical Support and Maintenance of the Business Service and Applications
• To maintain a broad, end-to-end technical understanding of one or more components within an application / service, being recognised as the ‘go to’ person for incidents and adhoc requests
• Hands-on and should be able to work independently if required
• To ensure that the technical integrity and quality of the applications / services is maintained across their lifetime, supporting external areas in the development of any technical changes being proposed
• Identify proactive remedial strategies to prevent future system problems and to improve the quality of service stability
• Plan, coordinate and supervise (where appropriate all activities related to the operations of the Banks production applications related to the individual Product area
• Windows .NET – Desirable
• C#.NET – Desirable
• ASP.NET – Desirable
• IIS – Desirable
• Strong level of experience of IT software support – Essential
• Owner of a group of individual Service Improvement items and responsible for their implementation. Providing out of the box solutions and owning these through to implementation
• Creates a logical plan, realistic estimates and schedule for any activity
• Detailed Knowledge of products/functions outside of day to day area supported
• Strong knowledge of Barclays Release and Change process and procedures
• Strong and proven results in Incident Management and other ITIL disciplines
• Technical Support consisting by use of any languages and technologies
• Experience in IBM BPM
• Support for multi-tier applications, MVC architecture, Web Services
• Knowledge of IBM WebSphere Application Server and/or JBoss
• Experience with SQL queries, preferably Oracle and DB2 and understanding of relational database concepts
• Good knowledge on Java, HTML, JavaScript
• Development tools and frameworks
• ITIL Foundation or higher level qualification
• Experience in Performance tuning (preferred)
• Application/production support experience and ITIL process flow
• Responsible for partnering with the business to understand the business requirements, and determines the updates needed to the existing applications to successfully address the needs
• General responsibility for maintaining, supporting and upgrading existing systems and applications
• Maintains, supports, and upgrades existing systems and applications
• Develops project plans that are comprehensive and cross-functional, and executes to those plans at an ever increasing high level of on-time delivery of quality results
• Builds and maintains strong partnerships with internal business customers and leverages knowledge of functional needs to identify new opportunities and process improvements
• Able to effectively coach and train internal business customers on application capabilities
• Strong team player who works collaboratively with all members of the IT organization
• Keeps abreast of industry trends and identifies opportunities to evaluate new concepts and technologies that align with our business needs and directions
• 3-5 years of relevant work experience in Information Technology (related to application development.)
• Experienced working on a variety of application platforms, packages and languages. Experience with either the Oralce JDEdwards ERP application or the Manhattan Associates PkMS application required
• Exceptional troubleshooting and problem-solving skills, with a focus towards root cause analysis and long term resolution
• Strong written and oral communication skills enabling effective and positive sharing of ideas, needs and updates across all levels of the organization
• Equivalent combination of education and experience will be considered
• Responsible for all aspects of Incident and L2 support for Citi Fixed Income Trading systems on platform .Net, Java, Oracle, Unix,
• To provide regular communication to management and stakeholders of Production Support status for your applications including risks, issues and mitigations
• Able to analyze complex problems/situations and to propose simple solutions
• Part of a 5 member team based in Shanghai
• 2-3 years’ experience working in a support environment
• Experience working in a Rates Front Office or other Markets oriented production support desk and responsible for ensuring high availability/mission critical trading environment
• Responsible for production support activities for all major systems and related subsystems to ensure the integrity of computer generated data
• The role is for a senior individual to facilitate various service activities – primarily Incident and Change Management
• The typical work activity will be to assist in the coordination and oversight of change activity to ensure proper execution and timely escalation if there are issues
• Senior Level Reporting is a major component and the strong candidate will be comfortable taking on that responsibility without a significant amount of oversight
• S/he must be a proven self-starter with a service centric approach to his / her work
• Ensures the accuracy of various batch processing and system data entry items
• Supervises daily activities of production control and computer personnel to ensure timely and effective reporting, tracking, follow-up and communication of problems with the user community
• Implements and assists in developing policies that ensure the accuracy and timeliness of all batch processing and report distribution
• Leads activities to ensure accuracy of all information entered into the production scheduling systems and the distribution database, ensures accuracy and timeliness of information entered into the problem management system
• Develops and maintains service level agreements with user department
• Assists in the management of disaster recovery portion of business recovery plans (development, implementation and testing) appropriate to the systems supported
• Ensures staff is adequately trained and manages/monitors their effectiveness in performing daily support functions
• *The shifts for this position will be adapted to best suit the role
• Tertiary qualifications in Science, Nursing or Similar
• Training and Educational Background
• Additional qualifications in Operating Theatre Protocols
• Nursing background
• Training or Education
• The ability to absorb and impart technical information
• Ability to listen and respond to others effectively
• A high level of self motivation, ensuring the ability to work under minimal supervision
• Strong work ethic
• Commercial acumen
• High integrity
• Ability to work under pressure and within tight timeframes
• Ability to build and maintain effective relationships, with a flexible approach to achieve mutual goals and ability to instruct and influence others, in diverse environments
• Able to deal across all levels of the industry from Nurses to Surgeons
• Dedicated and demonstrated commitment to excellent customer service
• Supervise and manage the performance of Oracle, Cloud, BI and Custom Application support teams
• Provide disciplined performance management for team. Define and communicate annual goals, perform formal and informal performance reviews, and ensure changes and updates are communicated in a timely and professional manner
• Create a strong global collaborative team environment
• Strong leadership and supervisory skills; ability to inspire and motivate others to accomplish common goals and achieve results
• Excellent organizational, written and verbal skills
• Strong organization, planning and project management skills; ability to prioritize tasks for self and team to meet requirements and deadlines
• Ability to lead global teams in troubleshooting multiple “Severity 1” issues
• Ability to work closely with Oracle Technical Account Managers on resolving issues
• Strong attention to detail, excellent follow-up skills, and ability to multitask and meet deadlines working in a time-sensitive and high volume environment
• Self-motivated; ability to work both independently to complete tasks and respond to department requests and with others to utilize their resources and knowledge to identify quality solutions
• Proficiency in project management techniques and processes
• Working knowledge of relational databases and query tools
• Comprehensive testing skills
• Strong working knowledge of Oracle E-Business Suite and working knowledge of BI and cloud application environments
• Bachelor’s degree required; concentration in Accounting, Finance, Business or Information Systems preferred
• Minimum 7 years of experience working with Oracle/OBIEE applications or applications required
• Between 5–7 years of supervisory experience required
• Solid experience in managing international teams required
• Provide extensive coverage to users in front, middle and back office units
• Guarantee a high level of service & quality by industrializing the different processes and participating to the local and global projects and by communicating about it
• Make available the knowledge of the local activity by promoting and updating specific documentation
• Take part to transversal initiatives across ITEC/PRD/GSC
• Technical abilities to understand and improve the monitoring tools (Geneos/ITRS)
• SQL, Unix and Shell scripting at a good level will help you answer users queries but also enhance the support function
• Good knowledge of infrastructure, network and Vendor applications
• Good knowledge of ITIL framework
• Ready to join within 2 months time
• You will be investigating user queries via database queries using raw SQL, log files and process interaction, e.g. order issues, flow breaks, booking issues
• You will be responsible for notifying the business unit of system issues or failures and carrying out subsequent incident management and problem management in-line with ITIL best practice
• You will be required to correct system break/fix and user recovery
• Be comfortable escalating problems to core development and engineering groups in a timely manner
• You will be proactive & reactive real-time monitoring of processes, connections & trade flows
• The role will require you to liaise with the Operations department and Controllers where appropriate
• You will be working closely with regional counterparts to build and leverage tools and standardize monitoring procedures
• Building tooling to optimize day to day operations
• This would include at least the basic use of a scripting language and preferably competence in a dynamic programming language (e.g. Perl, Shell or Python)
• ITIL Foundation qualification
• Trading infrastructure and application support e.g. order management system either in house or vendor
• Dealing with client order queries such as rejects, product data issues, exchange rejects and order manager / order router failures would be beneficial
• Good business knowledge of equities would include the ability to demonstrate an understanding of different instruments and how and where they trade. This would also include the ability to describe an order book and the different order types that can be used
• Performs daily checks of Production processes to insure that service deliveries occur in a controlled and timely fashion
• Ensure all applications meet audit and compliance regulations
• Oracle PL/SQL skills required
• At least 3 years of experience with ORACLE, PL/SQL, UNIX, Shell Scripting, MQ, WMB, AutoSys Job Scheduling
• Strong communicator and able to liaise with IT Support, business units and vendors
• Ideally worked in a front office environment and gained experience dealing with traders and problem solving
• Strong level of experience supporting applications in a financial institution
• Ability to communicate (written & oral) effectively to both technical and non-technical staff
• Experience of financial instruments and markets
• Knowledge of UNIX/Linux skills, shell script and networking would be beneficial
• Knowledge with working with TREP and Market Data applications e.g. Bloomberg, Eikon, FactSet and DataStream
• Knowledge of market data monitoring tools and systems

Related Job Titles

Support Lead Resume With Samples & Examples

• Resume Format
• April 23, 2024
• Administrative

Support Lead Resume : A support lead plays a crucial role in ensuring smooth operations and customer satisfaction within a company. Crafting a strong resume is essential for showcasing your skills and experience in this role. In this blog post, we will provide you with a comprehensive guide on how to create an impressive support lead resume, complete with sample sections such as objective, summary, education, skills, experience, certification, awards, and achievements.

Starting with a powerful objective statement, your resume should clearly communicate your career goals and what you can bring to the table as a support lead. The summary section should highlight your key qualifications and accomplishments in a concise manner. Education, skills, and experience sections should showcase your relevant background and expertise in the field. Additionally, including any certifications, awards, or achievements can further demonstrate your capabilities as a support lead. To help you get started, we have also included a free template for you to use as a guide in structuring your resume effectively.

Support Lead Resume Sample

Wally West Support Lead Phone:(502) 555-9012 Email: [email protected] Address: 3333 Elm Street, Springdale, VA 34567

Experienced Support Lead with over 5 years of experience managing a team of 10+ support specialists at XYZ Company. Successfully improved customer satisfaction ratings by 20% through implementing new training programs and streamlining processes. Proficient in handling escalated customer issues and providing timely resolutions.

Support Lead ABC Company, New York, NY January 2018 – Present

– Manage a team of 10 support specialists, providing guidance and training to ensure high-quality customer service – Develop and implement support processes to streamline operations and improve efficiency – Handle escalated customer issues and ensure timely resolution – Collaborate with cross-functional teams to address customer needs and improve product offerings – Analyze support metrics and KPIs to identify areas for improvement and drive performance – Conduct regular performance evaluations and provide feedback to team members to support their professional growth and development

Support Specialist XYZ Company, San Francisco, CA June 2015 – December 2017

– Provided technical support to customers via phone, email, and chat – Resolved customer inquiries and issues in a timely and efficient manner – Documented customer interactions and feedback to inform product development and improvement – Collaborated with product and engineering teams to address technical issues and bugs – Assisted in the onboarding and training of new support team members – Maintained a high level of customer satisfaction through effective communication and problem-solving skills

Bachelor of Science in Business Administration University of California, Los Angeles Los Angeles, CA 2012-2016

Relevant coursework: Marketing Strategy, Business Communication, Financial Accounting

Certifications: Project Management Professional (PMP) HubSpot Inbound Marketing Certification

– Strong leadership skills with experience in leading and managing a team of support specialists – Excellent communication skills, both written and verbal, with the ability to effectively communicate with customers and team members – Proficient in using help desk software and CRM systems to track and manage customer inquiries and issues – Skilled in problem-solving and troubleshooting technical issues to provide timely and effective solutions to customers – Knowledgeable in customer service best practices and strategies to ensure customer satisfaction and retention – Ability to prioritize and manage multiple tasks and projects simultaneously in a fast-paced environment – Proficient in Microsoft Office Suite, including Word, Excel, and PowerPoint – Experience in training and mentoring team members to improve performance and productivity.

Certifications

– ITIL Foundation Certification, AXELOS, 2018 – CompTIA A+ Certification, CompTIA, 2017 – Microsoft Certified Solutions Expert (MCSE), Microsoft, 2016 – Cisco Certified Network Associate (CCNA), Cisco, 2015

Awards & Achievements

– Employee of the Month, ABC Company, May 2020 – Recognized for Outstanding Customer Service, XYZ Corporation, 2019 – Achieved 98% customer satisfaction rating in annual performance review – Successfully led team to exceed quarterly sales targets by 15% in Q3 2018 – Received Certificate of Excellence for consistently meeting and exceeding KPIs

Jennifer Clark – Assistant – KLM Enterprises – (555) 444-3333 – [email protected]

Support Lead Resume Objective – Examples

1. To utilize my strong leadership skills and experience in customer support to effectively manage a team of support agents and ensure high levels of customer satisfaction. 2. To leverage my technical expertise and communication skills to provide guidance and mentorship to support team members, leading to improved performance and efficiency. 3. To contribute to the success of the organization by implementing best practices in support operations, streamlining processes, and driving continuous improvement in customer service. 4. To establish a positive and collaborative work environment within the support team, fostering teamwork and professional development among team members. 5. To exceed customer expectations by providing exceptional support services, resolving complex issues, and delivering timely and effective solutions.

Support Lead Resume Description Examples

1. Managed a team of support specialists to provide timely and effective technical assistance to customers, resulting in a 20% increase in customer satisfaction ratings.

2. Developed and implemented training programs for new support team members, resulting in a 30% decrease in onboarding time and an increase in team productivity.

3. Monitored and analyzed support ticket data to identify trends and areas for improvement, leading to a 15% reduction in average resolution time.

4. Collaborated with cross-functional teams to identify and address product issues, resulting in a 25% decrease in customer complaints and an increase in product quality.

5. Acted as a point of escalation for complex customer issues, resolving 90% of escalated tickets within the agreed-upon service level agreement timeframe.

Action Verbs to Use in Support Lead Resume

1. Managed: Oversaw a team of support agents, ensuring timely resolution of customer inquiries and issues. 2. Coordinated: Organized and delegated tasks to support team members to optimize efficiency and productivity. 3. Resolved: Successfully addressed and resolved customer complaints and escalated issues in a timely manner. 4. Trained: Provided training and guidance to support team members to improve their skills and performance. 5. Implemented: Introduced new processes and procedures to streamline support operations and enhance customer satisfaction. 6. Monitored: Regularly monitored support team performance and customer feedback to identify areas for improvement. 7. Collaborated: Worked closely with other departments to address complex customer issues and improve overall support processes. 8. Analyzed: Conducted data analysis to identify trends and patterns in customer inquiries and feedback to inform support strategies.

Mistakes to Avoid in Support Lead Resume

1. Focusing too much on technical skills: While technical skills are important in a support lead role, it is also crucial to highlight your leadership and communication skills. Make sure to showcase your ability to lead a team, resolve conflicts, and communicate effectively with both team members and customers.

2. Not tailoring your resume to the job description: Each support lead position may have different requirements and responsibilities. Make sure to customize your resume to highlight the skills and experiences that are most relevant to the specific job you are applying for.

3. Including irrelevant information: Avoid including irrelevant information on your resume, such as unrelated work experience or hobbies. Keep your resume focused on your relevant skills and experiences as a support lead.

4. Using generic language: Avoid using generic language and cliches in your resume. Instead, use specific examples and quantifiable achievements to demonstrate your skills and experiences as a support lead.

5. Not showcasing your leadership experience: As a support lead, it is important to demonstrate your leadership experience and ability to manage a team. Make sure to highlight any leadership roles you have held, as well as any accomplishments that showcase your ability to lead and motivate a team.

6. Neglecting to include customer service skills: Customer service skills are essential for a support lead role. Make sure to highlight your experience in providing excellent customer service, resolving customer issues, and maintaining positive relationships with customers.

7. Failing to proofread: Spelling and grammar errors can make a negative impression on potential employers. Make sure to thoroughly proofread your resume before submitting it, or ask a friend or colleague to review it for you.

FAQs – Support Lead Resume

How do you handle escalations from team members or customers.

When handling escalations from team members or customers, I prioritize open communication and active listening. I make sure to understand the root cause of the issue and work towards finding a solution that satisfies all parties involved. I also involve relevant stakeholders and seek their input to address the escalation effectively. Additionally, I document the entire process to track progress and ensure accountability. Overall, my approach is to handle escalations with empathy, professionalism, and a focus on resolving the issue in a timely manner.

What strategies do you use to improve team performance and productivity?

One strategy we use to improve team performance and productivity is setting clear goals and expectations. By clearly defining what needs to be accomplished and the timeline for completion, team members have a clear direction and can work towards a common objective. Additionally, we encourage open communication and collaboration among team members. This allows for the sharing of ideas, feedback, and support, which can lead to more innovative solutions and improved productivity. We also prioritize regular feedback and performance evaluations to identify areas for improvement and provide opportunities for growth and development. Finally, we promote a positive and inclusive team culture that values diversity and fosters a sense of belonging, which can boost morale and motivation among team members.

How do you prioritize and delegate tasks to ensure efficient workflow?

Prioritizing and delegating tasks is essential for maintaining an efficient workflow. To prioritize tasks, I first assess the urgency and importance of each task. I then create a to-do list and rank tasks based on deadlines and impact on overall goals. Delegating tasks involves assigning responsibilities to team members based on their strengths and expertise. I communicate clearly and provide necessary resources and support to ensure successful completion of tasks. Regular check-ins and feedback help me monitor progress and make adjustments as needed. By effectively prioritizing and delegating tasks, I am able to streamline workflow and ensure that all tasks are completed in a timely manner.

How do you handle conflicts or disagreements within the team?

Conflicts and disagreements are a natural part of working in a team, and it is important to address them in a constructive manner. When conflicts arise, I believe in open communication and active listening to understand all perspectives involved. I strive to find common ground and work towards a solution that benefits the team as a whole. I also believe in addressing conflicts early on before they escalate and creating a safe space for team members to express their concerns. Ultimately, I believe that conflicts can be opportunities for growth and learning, and I am committed to fostering a positive and collaborative team environment.

What experience do you have in training and mentoring new support team members?

I have several years of experience in training and mentoring new support team members. In my previous roles, I have developed and implemented training programs that cover various aspects of customer support, including communication skills, product knowledge, and problem-solving techniques. I have also provided ongoing support and guidance to new team members, helping them to navigate complex customer issues and develop their own skills and confidence. Additionally, I have conducted regular performance evaluations and provided constructive feedback to help team members improve and grow in their roles. My experience in training and mentoring has allowed me to successfully onboard and develop new support team members, ultimately leading to improved customer satisfaction and team performance.

In conclusion, a well-crafted Support Lead resume is essential for showcasing your qualifications and experience in the customer service field. By including a strong objective, summary, education, skills, experience, certification, awards, and achievements sections, you can effectively highlight your expertise and stand out to potential employers. Utilize the free template provided to create a professional and impactful resume that will help you land your dream job as a Support Lead.

Related Administrative Role Resumes:

Resume tips, choose the right format.

Select a resume format that best showcases your skills and experience. Common formats include chronological, functional, and combination resumes.

Tailor Your Resume

Customize your resume for each job application by highlighting relevant skills and experiences that match the job description.

Focus on Key Sections

Include essential sections such as contact information, professional summary or objective, work experience, education, skills, and relevant certifications.

Use Clear and Concise Language

Be concise and use action verbs to describe your accomplishments and responsibilities in each job role.

Quantify Achievements

Whenever possible, quantify your achievements with numbers or percentages to demonstrate your impact in previous roles.

Highlight Transferable Skills

Emphasize transferable skills that are relevant to the job you're applying for, such as communication, problem-solving, and leadership skills.

Prioritize Readability

Ensure your resume is easy to read by using a clean and professional font, adequate white space, and bullet points for listing information.

Proofread Carefully

Avoid spelling and grammar errors by proofreading your resume multiple times or asking a trusted friend or colleague to review it.

Keep it Updated

Regularly update your resume with new experiences, skills, and accomplishments to reflect your most current qualifications.

Seek Feedback

Consider seeking feedback from career advisors, mentors, or professionals in your industry to improve your resume further.

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Resume Worded   |  Proven Resume Examples

• Resume Examples
• Engineering Resumes

6 Technical Support Resume Examples - Here's What Works In 2024

Since the entire world is thriving in an it environment, there is a greater demand than ever for technical support. giving technical support includes managing, maintaining, and handling it systems as needed. our technical support resume guide can be useful if you are a tech-savvy job seeker in the field. filled with tips and downloadable templates, make yourself an impressive resume.

Many businesses are relocating online so they can effectively save time and resources. But to do that, they must always make sure that their IT systems are fault-free. That’s where the demand for technical support comes in!

Technical support offers to monitor computer systems without fail and immediately perform bug fixes when they arise. They are also responsible for troubleshooting problems, diagnosing solutions as well as configuring hardware and software. Apart from that, technical support often helps out individuals virtually in solving their specific problems too!

This profession requires an educational background and a vast knowledge of computer and IT systems. Being technical and analytical are must-have qualities that tech support must possess because it makes them effective in their jobs. 

If you’re looking to make your resume impressive to recruiters, our technical support resume guide can help you determine how to do so! A good resume requires concise and relevant [information that employers are actively seeking from applicants. Let’s take a look into what makes for successful technical support resumes!

Technical Support Resume Templates

Jump to a template:

• Software Support Technician
• Software Product Support Analyst
• Technical Support Specialist
• Technical Support Engineer
• Application Support Engineer

Jump to a resource:

• Keywords for Technical Support Resumes

Technical Support Resume Tips

• Action Verbs to Use
• Related Engineering Resumes

Get advice on each section of your resume:

Template 1 of 6: Software Support Technician Resume Example

Have you ever used the tech support chat to solve a random problem on any software like Microsoft? The person helping you out with a solution is a software support technician. A software support technician is in charge of fixing software application problems, identifying system errors, and documenting solutions. They improve the customer experience within SaaS companies! To efficiently produce support tickets and resolve customers' difficulties, a software support technician needs to be very organized, have great communication, and have computer tool and application navigational abilities. Academically, you will need to have a bachelor's degree in computer science or IT support as well as some prior experience working as a support technician. This is how you make an interesting software support technician resume:

We're just getting the template ready for you, just a second left.

Tips to help you write your Software Support Technician resume in 2024

   display your academic success in computer and information technology..

Employers need candidates with experience in computer science and knowledge of the subject. To grab their attention, be sure to highlight your degrees, certifications, and any merit-based honors in the field.

   Highlight important problem-solving achievements in your career.

Before users became aware of the software server's outage, did you diagnose any issues? Have customers praised your customer service abilities in reviews? In a prior position, did you create simple FAQs? Your resume should include these. It helps potential employers identify you as a practical and technical solution to their tech problems.

Skills you can include on your Software Support Technician resume

Template 2 of 6: software product support analyst resume example.

One step above the corporate ladder is the software product support analyst. As a software product support analyst, you’re often required to communicate directly with consumers facing issues. You are expected to assist and advise solutions to software problems such as malfunctions and bugs. Most job postings require a bachelor's degree in IT or computer science. Having a few years of experience in the field is always considered a bonus as it shows you are an analytical and experienced employee, who can provide valuable service. Let’s view an example of a good software product support analyst's resume:

Tips to help you write your Software Product Support Analyst resume in 2024

   show your knowledge of remote desktop support systems like teamviewer..

As a software product support analyst, you must work well in a team. Therefore, employers are more likely to want you on board if you mention that you are familiar with and flexible with working in teams by mentioning your expertise in remote-working platforms like TeamViewer or Zoho Assist.

   Mention your familiarity with networking systems and protocol.

A technical support professional is helpful to businesses if they know several operating systems. Include your operating system qualifications, but don't be afraid to mention that you also hold other technical credentials like CCNA, CNCT, CCENT, or CCNP.

Skills you can include on your Software Product Support Analyst resume

Template 3 of 6: technical support specialist resume example.

Let's chat about crafting resumes for a Technical Support Specialist role. This position is all about trouble-shooting, problem-solving, and, most importantly, communication. With remote work becoming the norm due to recent trends, these roles have expanded beyond local offices into global teams. When writing your resume, it's important to convey not just your technical efficiencies, but also your ability to explain complex issues in a clear and understandable manner. Remember, a tech support specialist is the bridge between sophisticated tech systems and their less tech-savvy users. Your future employer needs to know that you have a good grasp of both the technology you'll be supporting and the communication skills necessary to interact effectively with clients. No matter how complex the issue, the users will expect a simple and practical solution. Your resume should reflect your ability to excel in such scenarios and should highlight your understanding of the latest industry trends.

Tips to help you write your Technical Support Specialist resume in 2024

   highlight your problem-solving skills.

Highlight instances in your past roles where you went above and beyond to resolve a complex technical issue. Rather than focusing solely on the technical aspect, emphasize how you communicated the solution to non-technical team members or clients. Tech support isn't just about fixing things; it's about helping people understand what went wrong and how it was fixed.

   Demonstrate your expertise with remote support tools

With more teams working remotely, ability to use online technical support tools has become a must. Mention specific remote support tools you are familiar with, like Zendesk or TeamViewer. This shows you're prepared for the new reality of remote technical support.

Skills you can include on your Technical Support Specialist resume

Template 4 of 6: technical support specialist resume example.

Technical support specialists overlook problems that are beyond technical support representatives. They have greater knowledge of computer software and hardware. These specialists are focused on attending to technical requests to ensure productivity. Your job will require you to show excellent problem-solving and troubleshooting skills. Having great communication and the ability to explain things in layman’s terms will be useful because tech support specialists are relayers of information in a chain of teams. Here’s what a successful technical support specialist resume looks like:

   Quantify your achievements in numerical figures.

Quantifying your success is the finest strategy to draw in a new company. You can say how many support tickets you successfully resolved or how many bug-fixing reports you sent. You can also state how many individuals you were able to carry in a team if you have experience leading teams. Your resume will stand out with these numbers!

   Include relevant customer support experience from previous jobs.

One crucial skill that recruiters look for is the ability to communicate information to customers. If you list employment experience connected to customer support on your resume, it will speak for you. Working in retail or a call center are two examples of this!

Template 5 of 6: Technical Support Engineer Resume Example

Researching and resolving customer issues regarding computer systems and software comes in the job description of a technical support engineer. They have additional tasks such as designing software, developing maintenance plans, and configuring systems to ultimate optimizations as well! Due to the intensely technical nature of this job, you need to have a bachelor's degree in Engineering along with work experience as a tech support engineer. Your knowledge of API and web services counts as a plus point because it makes you helpful to the corporate. Here’s a template of a technical support engineer resume:

Tips to help you write your Technical Support Engineer resume in 2024

   mention personal projects that showcase your range of skills..

Recruiters want to know if you can handle an array of systems and software (pun intended). Your resume should be rich in showcasing personal projects that use multiple programming languages and technology like NoSQL, Support Tickers, Project management, and Servers.

   Include career highlights that show an attentive and team-working attitude.

Being tech-savvy is not the only thing that you need to work effectively as a technical support engineer. The work experience portion of your resume should include instances where you can mention your teamwork attitude. Use words such as “led”, “resolved”, “overcame” and “created” to highlight these instances.

Skills you can include on your Technical Support Engineer resume

Template 6 of 6: application support engineer resume example.

When businesses want to streamline their operations, they seek an application support engineer. These engineers are responsible to overlook the installation and maintenance of software applications important to the business, assisting wherever necessary. Being an application support engineer means being an expert on software stacks and timely debugging and maintaining software. They need to be communicative and responsible with time, along with having a bachelor’s degree in computer science or information technology. If this job sounds like the one you’re seeking, we have a great resume template for you to take inspiration from!

Tips to help you write your Application Support Engineer resume in 2024

   demonstrate technical programming skills through projects..

Your projects that are built upon various programming languages and frameworks can make a difference to your resume. Some of the most important languages that employers often look for are Java, C++, Javascript, .Net languages as well as HTML. Some framework examples can include Emmet, jQuery, Bootstrap as well as Sass.

   Show your abilities in using common software tools.

Experience with data management, online platform development, and proprietary business software can help your resume stand out. It demonstrates your capacity for successfully managing the technical components of your profession and establishes your skills before you even get the job! Some of these software includes Apache Hadoop and Ajax.

Skills you can include on your Application Support Engineer resume

As a hiring manager who has recruited technical support professionals at companies like Google, Microsoft, and Apple, I know what it takes to create a standout resume in this field. The following tips will help you showcase your skills and experience in a way that catches the attention of potential employers and sets you apart from other candidates.

   Highlight your technical expertise

Employers want to see that you have the technical skills needed to excel in a technical support role. Be sure to highlight your expertise in the following areas:

• Operating systems like Windows, Mac OS, and Linux
• Hardware components such as servers, routers, and switches
• Networking protocols and troubleshooting techniques
• Remote desktop and screen sharing tools

Avoid simply listing these skills without context. Instead, provide specific examples of how you've used them to solve problems and support end-users. For example:

Resolved complex network connectivity issues by analyzing packet captures using Wireshark and implementing firewall rule changes to restore service for over 500 users.

   Quantify your impact with metrics

Numbers speak louder than words when it comes to demonstrating your value as a technical support professional. Use metrics to quantify the impact of your work, such as:

• Number of tickets resolved per day/week/month
• Average resolution time for support requests
• Customer satisfaction scores or ratings
• Percentage reduction in escalations or repeat issues

Avoid vague statements that lack context, like:

• Handled a high volume of support tickets
• Provided excellent customer service

Instead, be specific and use numbers to back up your claims:

• Consistently resolved an average of 50+ support tickets per week while maintaining a 98% customer satisfaction rating
• Reduced average ticket resolution time by 30% through process improvements and automation

   Showcase your problem-solving skills

Technical support is all about troubleshooting and problem-solving. Employers want to see examples of how you've used your analytical skills to diagnose and resolve complex issues. When describing your experience, focus on:

• The specific problem or challenge you faced
• The steps you took to investigate and identify the root cause
• The solution you implemented to resolve the issue
• The impact of your resolution (e.g. number of users affected, system downtime avoided)

For example:

Investigated and resolved a critical application performance issue affecting over 10,000 users worldwide. Collaborated with development teams to identify a memory leak in the code and implemented a patch, restoring normal operation within 2 hours and preventing an estimated $50,000 in lost productivity.

   Highlight your communication skills

As a technical support professional, you'll often need to explain complex technical concepts to non-technical users. Employers want to see that you have strong communication skills and can adapt your language to your audience. In your resume, include examples of how you've:

• Clearly explained technical solutions to end-users
• Created user guides, knowledge base articles, or other documentation
• Collaborated with cross-functional teams to resolve issues
• Presented technical information to stakeholders or leadership

Created a series of user guides and video tutorials on common IT issues, reducing helpdesk ticket volume by 25% and empowering users to resolve basic problems on their own.

   Include relevant certifications and training

In the technical support field, certifications demonstrate your knowledge and commitment to staying current with industry best practices. Be sure to include any relevant certifications you hold, such as:

• CompTIA A+, Network+, or Security+
• Microsoft Certified Solutions Expert (MCSE)
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation

In addition to certifications, highlight any relevant training or professional development you've completed. This could include vendor-specific courses, online learning platforms like Coursera or Pluralsight, or in-person workshops and conferences.

Remember, the key is to focus on certifications and training that are directly relevant to the technical support role you're seeking. Avoid listing certifications that are outdated or not applicable to the position.

   Tailor your resume to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every application. To stand out, you need to tailor your resume to the specific job description and company. Here's how:

• Read the job description carefully and identify the key skills, experience, and qualifications required
• Highlight the parts of your background that match these requirements, using similar language and keywords
• Include specific examples and metrics that demonstrate your fit for the role
• Research the company and industry, and incorporate any relevant insights or terminology

For example, if the job description emphasizes experience with cloud computing platforms like AWS or Azure, be sure to highlight any relevant projects or certifications you have in this area. If the company is known for its commitment to customer service, include examples of how you've gone above and beyond to support end-users.

By tailoring your resume to the specific job and company, you'll show employers that you've done your research and are a strong fit for the role.

Writing Your Technical Support Resume: Section By Section

  header, 1. put your name front and center.

Your name should be the largest text on your resume, typically 14-16pt font. It's best to use the name you use in professional contexts, which is likely the same one on your LinkedIn profile.

Make sure your name is on its own line and stands out from the rest of your contact details:

• John Q. Smith
• 123-456-7890 | [email protected] | linkedin.com/in/johnqsmith

Avoid these common mistakes:

• JOHN QUINCY SMITH (all caps looks unprofessional)
• John Smith, Technical Support Specialist (no job titles)
• John Smith, 123 Main St, New York, NY 10001, 123-456-7890, [email protected] (full address is unnecessary)

2. Include essential contact details

In addition to your name, your header should contain:

• Phone number
• Professional email address
• LinkedIn profile URL
• City and state (optional)

Technical support roles often require troubleshooting via phone, so listing your number is important. Use a professional email with a simple format like [email protected] . Avoid outdated domains like AOL or Hotmail that might age you.

Bad example:

• [email protected]

Good example:

If you have a strong LinkedIn profile, include the URL. Recruiters often cross-reference it with your resume. Just use the unique part after linkedin.com/, not the full link.

Tip: Ensure your LinkedIn is as compelling as your resume. Use our free LinkedIn Review tool to optimize your profile and showcase your technical support expertise.

3. Keep it clean and simple

Stick to a clean, easy-to-read design for your header. Use a common font like Arial or Calibri. Bold your name and consider using light dividing lines to separate it from your other details.

John Smith ———————— [email protected] | 212-555-1234 | New York, NY | linkedin.com/in/jsmith

Avoid graphics, photos, logos or other embellishments in your header. Applicant tracking systems can have trouble parsing those elements. Busy hiring managers also prefer simple, straightforward headers.

Remember, the goal is to make it easy for recruiters to know who you are and how to contact you. An uncluttered header with key details does the job best.

  Summary

A resume summary for technical support roles is optional. It can be beneficial if you're making a career change and your past experience doesn't directly align with technical support, or if you're an experienced professional with many years in the field. A summary allows you to provide additional context and highlight key skills that may not be immediately apparent from your work history alone.

However, avoid using an objective statement, as they are outdated and focus on your own goals rather than how you can contribute to the company. Instead, use your summary to showcase your most relevant qualifications and the value you bring to a technical support position.

To learn how to write an effective resume summary for your Technical Support resume, or figure out if you need one, please read Technical Support Resume Summary Examples , or Technical Support Resume Objective Examples .

1. Tailor your summary to the specific role

When crafting your technical support resume summary, it's crucial to align it with the specific job requirements. Many candidates make the mistake of using a generic, one-size-fits-all summary:

Experienced IT professional seeking a challenging technical support position to utilize my skills and grow my career.

Instead, highlight your most relevant technical support qualifications and the value you offer:

Technical Support Specialist with 5+ years of experience troubleshooting and resolving complex hardware, software, and network issues. Skilled at communicating with non-technical users and providing exceptional customer service. Seeking to leverage my expertise to improve customer satisfaction and retention for [Company Name].

2. Quantify your achievements

When possible, use numbers and metrics to quantify your accomplishments in your summary. This helps provide concrete evidence of your abilities and makes your summary more impactful. Compare the following examples:

• Experienced in resolving technical issues and providing customer support

Instead, quantify your experience like this:

• Resolved an average of 50+ technical support tickets per week while maintaining a 95% customer satisfaction rating

By incorporating numbers, you give hiring managers a tangible sense of your capabilities and the level of impact you can bring to their technical support team.

3. Showcase your technical and soft skills

A standout technical support resume summary should highlight both your technical expertise and your soft skills. Technical skills demonstrate your ability to troubleshoot and resolve issues, while soft skills show you can effectively communicate with and support customers.

Include specific technical skills, tools, and methodologies you're proficient in:

• Proficient in Windows, macOS, iOS, and Android troubleshooting
• Experienced with remote desktop tools, ticketing systems, and knowledge bases

Complement these with relevant soft skills:

• Excellent active listening and problem-solving abilities
• Strong written and verbal communication skills

By showcasing both skill sets in your summary, you demonstrate that you have the well-rounded expertise needed to excel in a technical support role.

  Experience

Your work experience section is the heart of your resume and should effectively demonstrate your ability to excel in a technical support role. Highlight your most relevant and impressive accomplishments, and show the impact you've made in previous positions.

1. Focus on customer service and problem-solving skills

Emphasize your customer service expertise and problem-solving abilities, as these are crucial for success in technical support roles. Showcase specific examples of how you've assisted customers and resolved complex issues.

• Resolved an average of 50+ customer inquiries daily, maintaining a 95% customer satisfaction rating
• Troubleshot and resolved complex software issues, reducing average ticket resolution time by 25%

Avoid generic statements that don't highlight your specific contributions:

• Responsible for answering customer questions
• Helped customers with technical problems

2. Highlight technical expertise and tools

Demonstrate your proficiency with relevant technical tools, systems, and methodologies used in your previous roles. This showcases your ability to adapt to new technologies and work efficiently.

• Expertly navigated Zendesk CRM to manage and prioritize customer tickets
• Utilized advanced troubleshooting techniques to diagnose and resolve network connectivity issues

Compare this to a resume that lacks specific tools and technologies:

• Used a ticketing system to manage customer inquiries
• Helped customers with network problems

3. Quantify your achievements with metrics

Whenever possible, use metrics to quantify your achievements and demonstrate the impact of your work. This helps hiring managers understand the scale and scope of your contributions.

• Implemented a new troubleshooting guide, reducing average call handle time by 90 seconds
• Maintained a first-call resolution rate of 85%, surpassing team targets by 15%

Improved efficiency by creating a troubleshooting guide and consistently met first-call resolution targets

While this example mentions positive achievements, it lacks the specific metrics that make the accomplishments more tangible and impressive.

4. Showcase promotions and career growth

If you've been promoted or taken on additional responsibilities in your previous technical support roles, make sure to highlight this in your work experience section. This demonstrates your ability to grow and succeed within an organization.

• Promoted to Senior Technical Support Representative after consistently exceeding performance targets
• Trained and mentored a team of 5 junior support representatives, contributing to a 20% increase in overall team efficiency

Avoid downplaying your career progression with vague statements:

• Worked as a Technical Support Representative and then got promoted
• Helped train new team members

  Education

The education section of your technical support resume should be concise and highlight your most relevant qualifications. It's important to tailor this section to the specific job you're applying for, emphasizing the skills and knowledge that are most valuable in the technical support field.

1. List your highest degree first

Start with your most recent or highest level of education, such as a bachelor's or associate's degree in a relevant field like computer science, information technology, or engineering. If you have multiple degrees, list them in reverse chronological order.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2020

2. Include relevant coursework and projects

If you're a recent graduate or have limited work experience, highlighting relevant coursework and projects can demonstrate your skills and knowledge to potential employers. Focus on courses and projects that showcase your technical abilities, problem-solving skills, and customer service experience.

• Relevant Coursework: Network Administration, Database Management, Software Troubleshooting
• Senior Project: Developed a user-friendly troubleshooting guide for common software issues, reducing support ticket response time by 20%

3. Showcase technical certifications

In the technical support field, certifications can be just as valuable as traditional degrees. If you have earned any relevant certifications, such as CompTIA A+, Network+, or ITIL, include them in your education section or create a separate 'Certifications' section.

CompTIA A+ Certification Earned: September 2021

For senior-level technical support professionals, it's important to keep the education section concise and focus on your most impressive qualifications. Avoid listing outdated or irrelevant certifications, as they may distract from your more recent achievements.

4. Tailor your education section to the job

When applying for technical support positions, it's essential to customize your education section to highlight the skills and knowledge that are most relevant to the specific job. Review the job description carefully and emphasize the qualifications that match the employer's requirements.

For example, if the job description mentions a preference for candidates with experience in a specific operating system or software, make sure to highlight any related coursework or certifications you have.

• Bachelor of Arts in English Literature
• Relevant Coursework: Creative Writing, British Literature, Poetry Analysis
• Bachelor of Science in Information Technology
• Relevant Coursework: Operating Systems, Network Security, Technical Writing

Action Verbs For Technical Support Resumes

Actions speak louder than words. But for a technical support resume, action words speak the loudest to recruiters. Your profile should show words like … and … to display your ability to work best as technical support personnel. It is the profession where your past performance plays a great role so make sure to add these action verbs to your resume wherever possible:

• Troubleshoot
• Implemented

For more related action verbs, visit IT Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Technical Support Resumes

Skills for technical support resumes.

What goes into creating solid technical support? It certainly helps to have a solid grasp of programming languages and networks. But it's not just scientific and technology-based; it also involves sharing ideas and working in teams to find solutions to a wide range of issues. Effective time and project management is another skill that technical support must possess.

Having certifications in technical engineering, university degrees along with relevant hard skills should be included in your resume. They help recruiters identify a successful applicant who is experienced in the field and has solutions to all problems. Here is a list of all skills that you should include in your resume as long as you possess them:

• Technical Support
• Troubleshooting
• Active Directory
• Windows Server
• Operating Systems
• Software Installation
• System Administration
• Computer Hardware
• Network Administration
• Microsoft Access
• Engineering
• Telecommunications
• Virtual Private Network (VPN)
• IT Service Management
• Project Management
• Domain Name System (DNS)
• Dynamic Host Configuration Protocol (DHCP)
• Internet Protocol Suite (TCP/IP)
• Customer Service

How To Write Your Skills Section On a Technical Support Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Technical Support Resumes

This word cloud highlights the important keywords that appear on Technical Support job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other engineering resumes, cloud engineer.

Desktop Support

IT Specialist

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Application Support Specialist Resume Examples

Writing a resume for an application support specialist position can be a daunting task. Recruiters and hiring managers often receive hundreds of resumes for a single role, and it can be difficult to make yours stand out in the crowd. To make your resume stand out, you need to make sure that you include the right qualifications, experience, and skills. This guide will provide resume writing tips and examples to help you create a resume that will make you stand out. It will discuss the key elements of an application support specialist resume, including the job description, technical skills, and experience, as well as provide examples of resumes for application support specialists.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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Application Support Specialist

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

Application Support Specialist possessing 5 years of experience in providing reliable technical support for mission- critical applications. Adept in problem solving, troubleshooting, and making quick decisions. Skilled in managing application levels and implementing solutions to optimize performance. Knowledgeable in identifying and resolving all technical issues related to the application.

Core Skills :

• Application Support
• Software Troubleshooting
• Systems Analysis
• Problem Resolution
• Performance Optimization
• Documentation
• Network Management
• Customer Service

Professional Experience :

• Provided technical assistance to users in resolving application- related issues.
• Analyzed and monitored application performance to identify and eliminate issues.
• Identified performance trends and proactively implemented solutions.
• Responded to customer inquiries and ensured customer satisfaction.
• Created and maintained accurate documentation of system changes.
• Developed strategies and policies to ensure application stability and security.

Education :

B.S. in Computer Science, ABC University, City, State, 2018

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Application Support Specialist Resume with No Experience

Recent college graduate eager to begin a career in Application Support with a focus on customer service. Highly motivated to develop a well- rounded understanding of application management and customer service.

• Computer proficiency
• Knowledge of customer service
• Knowledge of application management
• Strong problem- solving skills
• Excellent communication skills
• Ability to learn quickly

Responsibilities :

• Provide first- level customer support for all application inquiries
• Troubleshoot application software issues and provide solutions to user problems
• Document all customer interactions
• Monitor and investigate application performance
• Ensure resolution of customer inquiries in a timely manner
• Assist in the testing of new applications and features
• Train end users on the use of applications

Experience 0 Years

Level Junior

Education Bachelor’s

Application Support Specialist Resume with 2 Years of Experience

A highly motivated professional with two years of experience in Application Support, I am adept at troubleshooting and resolving complex problems related to application software. I possess excellent organizational skills, an eye for detail, and strong customer service skills. I have a proven track record of developing and executing successful solutions, with an in- depth knowledge of application development, maintenance and support. I possess excellent communication and problem solving skills, and am adept at working in a fast- paced environment.

• Application Development
• Problem Solving
• Database Management
• System Administration
• Respond promptly to customer inquiries, analyzes and resolve software issues in a timely manner
• Develop and implement solutions for application- related problems
• Monitor application performance and make necessary adjustments
• Create and maintain application documentation
• Assist in the development, testing and deployment of new applications
• Assist in the maintenance and enhancement of existing applications
• Work with business users to develop specifications and requirements
• Maintain and troubleshoot system configurations and upgrades

Experience 2+ Years

Application Support Specialist Resume with 5 Years of Experience

Driven and detail- oriented Application Support Specialist with 5 years of experience in providing seamless technical support to application users. Proven track record of providing timely solutions to complex problems and ensuring high customer satisfaction. Skilled in troubleshooting and resolving a range of technical issues while providing excellent customer service.

• Application setup, customization, and troubleshooting
• Database maintenance and optimization
• System upgrades, configuration, and integration
• Technical documentation and training
• Problem analysis and critical thinking
• Excellent customer service
• Provided comprehensive support for applications for all customers
• Assisted customers with technical issues and provided effective solutions to them
• Analyzed and resolved complex application- related issues
• Ensured successful and prompt resolution of customer queries
• Monitored and maintained application performance and stability
• Developed and maintained technical documents
• Provided training and guidance to users on application and system usage.

Experience 5+ Years

Level Senior

Application Support Specialist Resume with 7 Years of Experience

Highly organized and detail- oriented Application Support Specialist with 7 years of experience in providing technical support to application users. Proven track record of troubleshooting and resolving software- related issues quickly and efficiently. Proficient in configuring network systems, maintaining database integrity and optimizing database performance. Adept at using various debugging tools and techniques to identify the root causes of application errors.

• Application Installation
• Software Configuration
• Network Administration
• Database Administration
• Debugging Tools
• Technical Support
• Customer Service Skills
• Provided technical support to application users, troubleshooting and resolving software- related issues.
• Installed and configured applications on multiple server platforms.
• Administered and maintained local and wide area networks.
• Optimized database performance and maintained database integrity.
• Utilized debugging tools to track down the root causes of application errors.
• Provided assistance to end- users in the installation and operation of software applications.
• Conducted systems maintenance and identified potential areas of improvement.
• Provided training and guidance to users on the use of specific software applications.
• Resolved customer queries and technical problems via phone, email, and remote access.

Experience 7+ Years

Application Support Specialist Resume with 10 Years of Experience

Results- driven Application Support Specialist with 10 years of experience in managing and troubleshooting complex system applications. Proficient in resolving technical and non- technical problems, providing system assistance to users, and creating detailed application documentation. Possesses excellent communication and problem- solving skills, as well as a commitment to deliver the highest quality of service.

Core Skills

• User Support
• Technical Documentation
• Problem- Solving
• Communication

Responsibilities

• Provided technical assistance to users by answering questions and resolving system issues
• Developed and updated comprehensive application and user guides
• Created technical documentation and processes to provide ongoing support
• Monitored and maintained system applications, including patching and upgrades
• Troubleshoot application issues in a timely manner and identified system defects
• Performed system administration tasks, including user access management and system configuration
• Assisted with the deployment of new applications and conducted user training

Experience 10+ Years

Level Senior Manager

Education Master’s

Application Support Specialist Resume with 15 Years of Experience

Application Support Specialist with over 15 years of experience in technical support, customer service and problem solving. Proven record of providing efficient and reliable support to customers and internal stakeholders. Highly skilled in troubleshooting hardware, software and network related problems. Experienced in deploying updates, patches and new software releases. Possess expertise in writing and updating technical documents. Adept at resolving customer issues in a timely fashion while ensuring customer satisfaction.

• Hardware Maintenance
• Software Installation
• Software Patches
• Updates Management
• Managed and monitored users’ access to the application
• Provided technical support to system users
• Assisted in troubleshooting of hardware, software and network related problems
• Resolved customer issues in a timely manner
• Assisted in installation of new software releases
• Deployed updates and patches
• Updated technical documents to provide comprehensive installation instructions
• Ensured customer satisfaction by providing accurate and satisfactory support

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Application Support Specialist resume?

A resume for an Application Support Specialist should include information about technical skills, knowledge of applications, and customer service experience. A well-written resume should provide potential employers with a good picture of your aptitude for the job.

• Comprehensive knowledge of different types of applications
• Demonstrated ability to troubleshoot and provide technical assistance
• Proven track record of customer service in solving customer issues
• Excellent written and verbal communication skills
• Ability to multitask and prioritize tasks
• Experienced in providing remote technical support
• Thorough knowledge of operating systems and hardware
• Ability to work in a fast-paced environment
• Good organizational and problem-solving skills
• Experience of developing and maintaining user documentation
• Ability to take initiative and work independently
• Knowledge of scripting languages, HTML, and other web technologies

What is a good summary for a Application Support Specialist resume?

A well-crafted summary for an Application Support Specialist resume should highlight your experience with IT technologies, problem solving expertise, and commitment to customer service excellence. Describe how you are capable of managing high-level system support, including troubleshooting, software installation, and customer training. Emphasize any certifications and other specialty skills, such as database management, scripting, and virtualization. Showcase your dedication to customer satisfaction, exemplary customer service, and proactive problem resolution. Detail the successes you have achieved in previous roles, such as reduced system downtime, improved performance levels, or cost savings initiatives. Finally, emphasize your ability to quickly learn and adapt to new technologies and processes.

What is a good objective for a Application Support Specialist resume?

Application Support Specialists are responsible for providing technical support to customers or end-users, who use software or hardware applications. A good objective for a resume for this position should clearly outline the candidate’s skills, experience, and goals.

Here are some examples of objectives for a resume for an Application Support Specialist position:

• To apply my expertise in computer programming and technical problem-solving to provide stellar technical support and customer service to end-users.
• To utilize my extensive experience in application support to help create and maintain a reliable and secure computing environment.
• To bring my highly developed troubleshooting abilities and commitment to customer satisfaction to provide the best technical support possible.
• To utilize my background in software engineering, system analysis, and application development to support and maintain enterprise-level applications.
• To employ my strong interpersonal and communication skills to ensure that customer and end-user issues are addressed in a timely and satisfactory manner.
• To work with a team of professionals to maximize efficiency, continuity, and accuracy in application support.

How do you list Application Support Specialist skills on a resume?

When you are applying for an Application Support Specialist role, it is important to show potential employers that you have the necessary skills for the job. The best way to do this is by listing your skills on your resume. Here are some skills that an Application Support Specialist should have on their resume:

• Analytical Thinking: Being able to analyze complicated information and diagnose problems quickly and accurately is a key skill for application support specialists.
• Technical Knowledge: An application support specialist should be familiar with a variety of software programs, databases and operating systems, and be able to quickly troubleshoot and resolve issues.
• Communication: Application support specialists must be able to effectively communicate with clients, users and colleagues, both verbally and in writing.
• Attention to Detail: Being able to identify and fix technical issues requires a keen eye for detail.
• Problem Solving: Application support specialists must be able to think outside of the box to find innovative solutions to technical problems.
• Customer Service: Being able to provide excellent service to customers and clients is an essential skill for application support specialists.
• Interpersonal Skills: Application support specialists must be able to effectively collaborate with teams and build relationships with clients.

What skills should I put on my resume for Application Support Specialist?

When it comes to creating an effective resume for an application support specialist position, it is important to know which skills and qualifications to include. An application support specialist is a professional who provides technical assistance related to computer software and hardware. To be successful, they need to possess a variety of technical and interpersonal skills.

Here are some of the key skills and qualifications to include on your resume if you are applying for an application support specialist position:

• Technical Knowledge: As an application support specialist, you should have a solid understanding of computer hardware and software, operating systems, internet protocols and networking technologies. Be sure to highlight any relevant training or certifications that demonstrate your knowledge in these areas.
• Troubleshooting Abilities: A successful application support specialist should be able to quickly identify and resolve technical issues. Include any experience you have in this area, such as resolving customer issues or debugging software and hardware.
• Communication Skills: As an application support specialist, you need to have excellent communication skills. You should be able to explain technical concepts to non-technical people in an easy-to-understand manner. Identify any work experience or volunteer experiences you have in customer service or other roles that require strong communication skills.
• Interpersonal Skills: As an application support specialist, you will be dealing with customers who may be frustrated or impatient. You need to be able to remain calm and professional when dealing with difficult customers or situations.
• Problem-Solving Skills: A successful application support specialist should be able to think quickly and analyze complex problems. Include any experience or training that demonstrates your problem-solving skills, such as working on customer support tickets or resolving technical issues.
• Attention to Detail: As an application support specialist, you must be detail-oriented and able to follow instructions closely. Highlight any job or volunteer experiences you have that demonstrate your attention to detail, such as writing detailed reports or

Key takeaways for an Application Support Specialist resume

When crafting a resume for a position as an Application Support Specialist, there are several key takeaways to consider. These takeaways should highlight your technical experience, problem-solving skills, and customer service abilities.

First, emphasize your technical experience. In the resume, list your accomplishments in technical support roles and detail the specific systems and applications you’ve worked with. Also, be sure to mention any certifications or formal training you have in technical subjects.

Next, highlight your problem-solving skills. To be successful in this role, you need to be able to identify and resolve issues quickly and efficiently. In the resume, list any troubleshooting experience you have and emphasize the results of your problem-solving efforts.

Finally, don’t forget to mention your customer service abilities. As an Application Support Specialist, you’ll often be dealing with customers, so it’s important to demonstrate your ability to interact with customers in a friendly and professional manner. Include any customer service experience you have in the resume and detail how you were able to help customers with their technical issues.

By following these key takeaways, you can create a resume that emphasizes your technical experience, problem-solving skills, and customer service abilities. This will help you stand out as an Application Support Specialist and increase your chances of getting noticed by potential employers.

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