Luxoft Looking for Lead Technical Support Analyst at Remote

Luxoft; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a hands-on Lead for a critical support function in financial services. This role involves overseeing mission-critical applications, ensuring adherence to SLAs, and managing a dedicated team. You will act as a Scrum Master, fostering an agile environment while also performing business analysis to mitigate issues. The ideal candidate will have a strong background in production support, excellent communication skills, and the ability to thrive under pressure. Join a forward-thinking company where your contributions will directly impact the stability and efficiency of essential services, making a significant difference in the financial landscape.

Benefits

Relocation assistance

Flexible working hours

Professional development opportunities

Health insurance

Team-building events

Qualifications

• 2+ years of production support experience required.
• Experience as a Scrum Master is essential.
• Strong knowledge of SQL and UNIX/LINUX is mandatory.

Responsibilities

• Plan and define standard operating procedures and shift schedules.
• Direct the team to achieve common goals and resolve complex issues.
• Manage stakeholders and ensure adherence to SLAs.

Skills

Production support experience

Scrum Master / Product Owner

SQL (Oracle and/or Sybase)

UNIX/LINUX

Microsoft SQL Server

Java

C# / Python

AWS

ITIL processes knowledge

Communication skills

Education

Undergraduate Degree or Technical Certificate

Tools

ServiceNow

Informatica PowerCenter

Oracle WebLogic Server

Red Hat JBOSS

UC4

Job description

Project Description

Our client, a multi-employer defined benefit pension plan for Ontario that is serving more than 400,000 members who provide valued services at more than 610 employers across Ontario province. Current growing demand for support of mission critical applications requires support function to oversee end of day batches for 9 critical applications, meet set out SLAs (response and resolutions), perform small enhancements to improve stability and efficiency, generate statistics to derive meaningful actions, and provide updates to upper management.

Responsibilities

As the hands-on Lead, you will be responsible for:

1. Planning and defining standard operating procedure, daily rotations / shift schedule, preparing management reporting and monitoring and controlling the resolutions and adherence to SLAs
2. Directing the team to achieve a common goal
3. Stepping in, hands-on, to resolve complex issues as well as assigning work effectively
4. Managing stakeholders and clients
5. Managing the deployment of deliverables
6. Monitoring progress and tracking roadblocks
7. Conducting regular meetings
8. Establishing a shared vision
9. Managing documentation and reports
10. Being the point of contact for any escalations

You will also be acting as a scrum master in order to ensure the agile methodology is followed and the team is working efficiently. Additionally, you will perform the duties of a functional / business analyst to help the team understand the business impact of failed jobs.

Applications in Scope:

• Amazon Web Services
• SAP HANA
• Oracle
• SCD – Simcorp Dimension
• EAGLE PACE
• PAGER Duty
• UC4
• CFDS – internal application
• MFT
• Tracker App – internal application

Skills

Must have

• Undergraduate Degree or Technical Certificate
• 2+ years relevant production support experience
• Production support skills and experience are mandatory
• Scrum Master / Product Owner
• Provided L1/L2 Application Support / Production Support for listed applications.
• IT experience for financial services
• Knowledge in SQL (Oracle and/or Sybase)
• UNIX/LINUX, Database concepts, Scripting language
• Microsoft SQL Server
• Red Hat JBOSS
• Oracle WebLogic Server
• Informatica PowerCenter
• Java
• C# / Python (a plus)
• Experience supporting technology Solution for capital markets such as SimCorp modules (trade lifecycle understanding), Murex, Calypso, SAP HANA
• PAGER Duty (a must)
• Working Cloud service knowledge (AWS, Azure, other)
• Some Oracle-SQL Server
• Understanding of EAGLE PACE solution (a plus)
• UC4 or other market leading Job Schedulers (Experience with any of the batch job schedulers.)
• MFT (XsLT, messaging protocol)
• ITIL processes knowledge and experience
• Experience with any of the Service management tools such as ServiceNow
• Experience with any of the Application/Infrastructure monitoring tools
• Experience in handling releases/Deployments, risk analysis, impact analysis of any change affecting application.
• Batch processing experience needed
• Experience supporting both Data heavy applications as well as front end applications
• Knowledge of financial industry, Trade workflows related knowledge
• Take ownership of application, self-starter.
• Proficient communication skills (written and verbal), ability to communicate with business teams and various other stakeholders
• Ability to react quickly and handle high stress situations in financial industry
• Expected to provide off hours support and weekend / holiday support on rotational basis

Nice to have

• Software architecture
• Having an Agile experience a plus
• Test management / test automation
• Understanding of Trade life cycle
• Client focus: understands clients’ businesses; identifies and understands the needs and objectives of clients, both on an individual and corporate basis; builds strong relationships to aid Luxoft aim of being a trusted partner to the clients.
• Communication skills: expresses ideas effectively, both verbally and in writing; adjusts language, terminology and non-verbal communication as appropriate.
• Teamwork: works effectively with others; helps to build strong teams and networks.
• Personal leadership: realistically identifies own skills, experience, knowledge and other personal attributes; displays confidence and resilience.
• Planning and organizing: identifies and meets milestones; understands and articulates deliverables; assesses and mitigates risks; sticks to the scope of work and manages any changes.
• Analytical decision-making: identifies and solves problems using insight and experience to make good decisions; gathers relevant information, identifying important issues and drawing conclusions.

Languages

English: C1 Advanced

Seniority

Regular

Relocation package

If needed, we can help you with the relocation process.

Vacancy Specialization

Other Vendor specific (Quantum, Coremont etc.)

Ref Number

VR-94263