Sr Analyst- L1 Support Engineer (Salesforce+ Microsoft)

185 Northern Operating Sols Pvt Ltd; Pune District; Hybrid; INR 600,000 - 800,000; Full time

Job summary

Northern Trust in Pune is seeking a proactive L1 Application Support Associate to provide day-to-day production support for our Wealth Management platforms. You will perform initial triage, triage, and resolution of incidents, monitor scheduling tools, and coordinate with L2/L3 teams as needed.

The role requires 1–3 years in a financial services setting, ITIL/cloud certifications, and strong communication to translate business needs to tech teams.

Qualifications

• 1–3 years of experience in a financial institution or similar environment.
• ITIL and cloud certifications are preferred.
• Strong communication and ability to explain technical issues clearly.

Responsibilities

• Provide L1 operational support for Wealth Management platforms and applications.
• Perform triage, troubleshooting, and resolution of production incidents and service requests.
• Monitor and manage job scheduling platforms and incident queues.
• L2/L3 escalation coordination and stakeholder communication.
• Administer user access, permissions and roles across platforms.

Skills

ITIL Certified

Cloud Certified

Salesforce Administration

SOQL

Salesforce Flows

Lightning

Power Apps

Power Automate

SharePoint Online

Microsoft Teams

ServiceNow

Incident and Change Management

User Access Management

Education

BCA/B.Sc. Comp Science

Tools

Salesforce

Power Platform

SharePoint

MS Teams

Job description

About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service. 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

• 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 elevate 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 Management
• Works 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

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust's history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe. Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work.

Terms and Conditions

Candidate Privacy Notice California Applicant Privacy Notice Pay Transparency Nondiscrimination Provision (U.S) Transparency in Coverage Disclosure - North America Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please email our HR Service Center or call 1-800-807-0302 (North America), [phone] (Asia Pacific), 1800-425-0333 (India), [phone] (Europe, Middle East and Africa) and let us know the nature of your request and your contact information.

APAC/INDIA EEO STATEMENT

It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

Canada EEO STATEMENT

Northern Trust is an Equal Opportunity Employer. Hiring and other employment decisions at Northern Trust are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected under federal, provincial, or local law, regulation, or ordinance.

EMEA EEO STATEMENT

It is the policy and practice of Northern Trust to provide equal employment opportunities to all employees and applicants. Northern Trust does not discriminate on the basis of race, colour, religion or belief, nationality, ethnic or national origin, sex, marital status, sexual orientation, disability or age. All employment decisions will be made in a non-discriminatory manner in accordance with our obligations under the law and codes of practice. This includes human resources’ decisions relating to recruitment, terms and conditions of employment, transfers, promotions and access to learning and development.

USA EEO STATEMENT

It is the policy of The Northern Trust Company to afford equal opportunity in all phases of employment without regard to an individual's age, race, color, religion, creed, gender, national origin, citizenship status, marital status, pregnancy, sexual orientation, gender identity, gender expression, genetic tests and information, physical or mental disability, protected veteran status or any other legally protected status. EEO Know Your Rights (U.S.)