Sr Associate, Charles River Support
Northern Trust
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Job summary
Northern Trust Bangalore is seeking a Technical Support Analyst to provide L1-L3 production support for Asset Management trading applications. You will work under general supervision, with night/weekend coverage as needed, supporting global production streams and liaising with partner teams.
The ideal candidate has 6-9 years in a financial institution, strong communication, knowledge of Investment Banking and trading apps such as Charles River IMS, incident management, and experience with SQL,
Qualifications
- 6-9 years of experience in a technical business facing role within a financial institution or similar preferred.
- Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast-paced environment.
- In depth knowledge of Investment Banking, Trading applications (Charles River IMS) and trading functional knowledge.
- Experience in incident management, understanding of ticket workflows and use of escalation. Experience with ServiceNow is beneficial.
Responsibilities
- Provide L1/L2/L3 Support, Monitor and provide support to production streams and provide expert knowledge on all workflow designs for supported applications.
- Troubleshoot production issues, review, analyze and resolve job failures, and apply code fixes as needed.
- Work with Business partners to analyze and resolve queries and ensure compliance to all controlled processes.
- Develop and maintain professional relationships with stakeholders within IT and Business teams and provide support.
- Monitor alerts and escalate production issues to relevant teams and management.
- Coordinate with offshore support staff and raise tickets for all issues, analyze root cause and assist in resolution.
- Attend on-call after hours including weekends to support high and critical production issues.
- Contribute to supportability and continuous service improvement projects.
- Develop understanding of NT’s systems and products using reference materials and support procedures.
- Present IT professionally, upholding NT’s customer service values.
Skills
Tools
Job description
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.
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.
ISS NTAM Production Maintenance and Support organization is looking for a Technical Support Analyst who can work under general supervision (but works independently), responsible for day-to-day production support for Asset Management Trading applications. ISS NTAM Production maintenance and Support organization is responsible for 24x7 production support across globe (APAC, EMEA and North America) for various applications of the Asset Management business units at Northern Trust Company.
NTAM Application Support has responsibility for the technical support of our Asset Management portfolio and order management, trade routing, and other top 100 applications. This role will support our NTAM 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/weekend may be required from time to time. Candidate should be available Monday – Friday with individual schedules based on coverage rotation/duties.
Candidate will be responsible to provide L1/L2/L3 Support, Monitor and provide support to production streams and provide expert knowledge on all workflow designs for supported applications.
Candidate should be able to troubleshoot (review, analyze and resolve) production issue including job failure, and able to apply code fix on need basis.
Candidate should be able to work with Business partners to analyze and resolve their queries and ensure compliance to all controlled processes according to business and IT requirement.
Develop and maintain professional relationship with all stakeholders within IT and Business teams and provide support.
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.
Candidate will be responsible to attend on-call after office hours including weekend to support High and Critical production issue.
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, exhibit customer service values in line with NT’s A Approach.
Adherence to corporate standards at all times.
6-9 years of experience in a technical business facing (face to face) role within a financial institution or similar preferred.
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.
In depth knowledge of Investment Banking, Trading applications (Charles River IMS) and trading functional knowledge
Experience in incident management, understanding of ticket workflows and use of escalation. Experience with ServiceNow is beneficial.
Problem resolution in an analytical and logical manner, to troubleshoot root cause and resolve production incidents.
Works closely with other technology teams such as Development, Infrastructure and vended software support teams.
Extensive Knowledge of SQL and PL/SQL
Extensive Knowledge of Unix/Linux Commands and scripting
Knowledge of DataStage
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.
Northern 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 MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.
The Northern Trust Bangalore office, established in 2005, is home to over 5,600 employees. In this stunning office space, we offer fantastic amenities which include our Arrival Hub - Jungle, the GameZone, and the Employee Experience Zone that appeal to both clients and employees. Learn more.
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