Sr Analyst- L1 Support Engineer (Salesforce+ Microsoft)

Northern Trust Corp; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Northern Trust Corp in Pune is seeking a Support Associate for 24x7 production support across global Wealth Management applications. You will perform triage, troubleshooting, and incident resolution, monitor batches, and coordinate with L2/L3 teams.

The role requires ITIL knowledge, Salesforce/Microsoft platforms expertise, and flexibility for night/weekend shifts to ensure reliable operation and continuous service improvements.

Qualifications

• 1+ years in a financial institution IT role or similar
• ITIL Certified and cloud-savvy
• Salesforce admin knowledge (SOQL, Flows, Lightning)
• Experience with ServiceNow and ITIL processes

Responsibilities

• Provide L1/L2 production support for Wealth Management platforms
• Perform triage, troubleshooting and incident resolution
• Monitor queues and job scheduling platforms like Control-M
• Manage user access and permissions across platforms
• Coordinate with offshore teams and vendor support for issue resolution

Skills

ITIL Certified

Cloud Certification

Salesforce Administration

SOQL

Salesforce Flows

Power Apps

Power Automate

SharePoint Online

Microsoft Teams

ServiceNow

ITIL Processes

Incident & Change Management

User Access Management

SQL

Data backup

Education

BCA/B.Sc. Comp Science

Tools

Control-M

APV

Catchpoint

Dynatrace

Job description

WM L1 Production Support is looking for a Support Associate who can work under general supervision (but works independently), responsible for day-to-day production support for Financial Applications L1 Production Support is responsible for 24x7 production support across globe (APAC, EMEA and North America) under Northern Trust Company. ROLE: L1 Application Support has responsibility for the technical and functional support of our across multiple technologies. This role will support our business and operations partners and clients and will liaise with upstream and downstream application teams. The ideal candidates will be self-starters with excellent communication skills and a solid understanding of technology in a financial institution, including trade applications. Some night/weekends may be required from time to time. Candidate should be available Monday – Friday with individual schedules based on coverage rotation/duties. **Key Responsibilities** Production Support & Monitoring Provide L1 operational support for Wealth Management platforms and applications. Perform initial triage, troubleshooting, and resolution of production incidents and service requests. Smoke test (SOD/EOD/SOW/EOW/Weekend/ DR / Release) Active Monitoring INC queues and take necessary action as per SOP Active App monitoring – Tools (APV/Catchpoint/Dynatrace) and take necessary action as per SOP Escalate complex issues to L2/L3 teams while ensuring proper communication and tracking. Monitor and manage job scheduling platforms such as Control-M or similar schedulers. Provide L1/L2 support for Salesforce and Microsoft platforms Manage user access, permissions and role assignments Troubleshoot workflow, integration and application issues Support platform releases and configuration deployments Resolve production incidents and service requests Perform RCA and coordinate with vendor/support teams Candidate should be able to troubleshoot (review, analyze and resolve) production issue including job failure, and able to apply code fix on need basis. such as Incident detection, root-cause investigation, problem management Application availability monitoring Capacity planning Handling application malfunctions (e.g. input issues, EOD issue, data backup issue, MQ issue, reporting and blotter issues etc.) Firecall support including off-hours and weekend support Handle static data updates using SQL or other methods necessary Metrics and audit reporting Maintain DR documentation and participate in annual exercise Build effectively working relations with a wide variety of groups including clients, development, business, audit, compliance Monitor and attend to all alerts and escalate production issues as needed to relevant teams and management. Coordinate with various teams including offshore support staff and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes. Actively contribute to the supportability of the applications as well as continuous service improvement projects. Develop understanding of NT’s systems and products utilizing reference materials and support procedures. Present IT in a professional manner exhibits customer service values in line with NT’s A Approach. Adherence to corporate standards always. **SKILLS / EXPERIENCE:** 1+ years of experience in a technical business facing (face to face) role within a financial institution or similar preferred. **ITIL Certified** **Cloud Certified:** Knowledge of ITSM is needed. Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast-paced environment. The ideal candidate can explain technical issues in layman’s terms and translate business needs to technology teams and back. Salesforce Administration SOQL Salesforce Flows and Lightning Power Apps and Power Automate SharePoint Online and Microsoft Teams ServiceNow and ITIL Processes Incident and Change Management User Access and Permission ManagementWorks closely with other technology teams such as Development, Infrastructure and vended software support teams. **Experience Required** A College or University degree and/or relevant 1-3 years proven work experience. Related Industry qualification is preferred. (BCA/B.Sc. Comp Science) **Major Activities:** Smoke test Active Batch monitoring 24X7 Monitoring INC queues Monitoring tools alert On call Support Nightly batch communications Prepare SLA Dashboards Data backup/management activity user data modification Weekend availability Report generation and stakeholder comm