Sr Analyst- L1 Support Engineer (Salesforce+ Microsoft)

Northern Trust Corp.; Pune District; On-site; INR 350,000 - 520,000; Full time

Job summary

Northern Trust in Pune is seeking an L1 Application Support Associate to provide 24x7 production support for Wealth Management platforms. You will perform triage, troubleshooting, and incident resolution, monitor jobs, and assist with deployments.

The role requires ITIL and cloud knowledge, Salesforce administration, and strong communication. Night/weekend shifts may be required; you will collaborate with global teams to ensure available, reliable services.

Qualifications

• 1+ years of experience in a technical business facing role within a financial institution or similar.
• ITIL and Cloud certifications are preferred.
• Strong communication and ability to explain technical issues to non-technical users.

Responsibilities

• Provide L1/L2 support for Wealth Management platforms and applications.
• Troubleshoot incidents, monitor queues, and assist in deployment activities.
• Coordinate with offshore teams and escalate as needed.
• Manage user access, permissions and role assignments across systems.

Skills

ITIL Certification

Cloud Certification

Salesforce Administration

SOQL

Salesforce Flows

Lightning

Power Apps

Power Automate

SharePoint Online

Microsoft Teams

ServiceNow

Incident & Change Mgmt

User Access & Permissions

Education

BCA/B.Sc. Computer Science

Tools

Salesforce

Power Platform

SharePoint Online

Microsoft Teams

ServiceNow

Job description

About Northern TrustAs 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 ResponsibilitiesProduction Support & MonitoringProvide 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 SOPActive App monitoring – Tools (APV/Catchpoint/Dynatrace) and take necessary action as per SOPEscalate 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 platformsManage user access, permissions and role assignmentsTroubleshoot workflow, integration and application issuesSupport platform releases and configuration deploymentsResolve production incidents and service requestsPerform RCA and coordinate with vendor/support teamsCandidate 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 managementApplication availability monitoring Capacity planningHandling 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 necessaryMetrics and audit reportingMaintain DR documentation and participate in annual exerciseBuild effectively working relations with a wide variety of groups including clients, development, business, audit, complianceMonitor 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 CertifiedCloud 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 AdministrationSOQLSalesforce Flows and LightningPower Apps and Power AutomateSharePoint Online and Microsoft TeamsServiceNow and ITIL ProcessesIncident and Change ManagementUser Access and Permission ManagementWorks closely with other technology teams such as Development, Infrastructure and vended software support teams. Experience RequiredA 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 testActive Batch monitoring 24X7Monitoring INC queuesMonitoring tools alertOn call SupportNightly batch communicationsPrepare SLA DashboardsData backup/management activityuser data modificationWeekend availabilityReport generation and stakeholder commWorking with UsAs 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.Reasonable AccommodationNorthern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [e-mail], or alternatively you can discuss your individual requirements with the recruiter you are working with.About Our Pune OfficeThe 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. Learn more.