Luxoft Looking for Senior 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 Technical Support Analyst to join their Batch Support Team. This role is crucial for overseeing mission-critical applications and ensuring adherence to SLAs. You will respond to alerts, perform issue triage, and contribute to process improvements. The ideal candidate will have extensive production support experience, strong SQL knowledge, and a background in financial services. Join a dynamic team that values collaboration and innovation, and help drive stability and efficiency in a fast-paced environment. If you thrive under pressure and are passionate about technology, this opportunity is perfect for you.

Benefits

Relocation assistance

Flexible working hours

Health insurance

Professional development opportunities

Qualifications

• 4+ years of relevant production support experience is mandatory.
• Experience with financial services IT and batch processing is essential.
• Strong communication skills and ability to handle high-stress situations.

Responsibilities

• Respond to PagerDuty alerts within 5 minutes and perform issue triage.
• Contribute to process improvements and report on performance metrics.
• Work on minor developments while ensuring SLA compliance.

Skills

Production support experience

SQL knowledge (Oracle and/or Sybase)

UNIX/LINUX

Scripting language

Microsoft SQL Server

Java

C# / Python

AWS knowledge

ITIL processes knowledge

Communication skills

Education

Undergraduate Degree or Technical Certificate

Tools

Amazon Web Services

SAP HANA

Oracle

UC4 (Job Scheduler)

Informatica PowerCenter

Red Hat JBOSS

Oracle WebLogic Server

ServiceNow

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 a Technical Support analyst, you will be expected to adhere to the following responsibilities as part of L1 – Batch Support Team:

• Respond to ‘PagerDuty’ alerts is required within 5 minutes (MUST)
• Perform issue triage both in accordance with an existing run-book and circumstance at hand
• Resolve, where possible, issues and package (with full details) those that require detailed or change (development) resolution steps -> L2 / L3
• Problem manage the issue from inception to final resolution
• Participate in periodic process improvement activities with the client directives
• Contribute to various Reporting asks, as they are compiled by Service Lead
• Contribute to dashboard or report to show the stats of performance for overnight jobs overall, SLAs (how many breaches we had over a period of time), how many failures, which jobs failed and impact
• Work on minor developments/improvements to processes and technology while the SLA for T1 is not compromised (MUST)

Applications in Scope for Support:

• Amazon Web Services
• SAP HANA
• Oracle
• SCD – Simcorp Dimension
• EAGLE PACE
• PAGER Duty
• UC4 (Job Scheduler)
• CFDS – internal application
• MFT (messaging protocol)
• Tracker App – internal application

Skills

Must have

• Undergraduate Degree or Technical Certificate
• 4+ 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

• 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

Senior

Relocation package

If needed, we can help you with relocation process.

Vacancy Specialization

Other Vendor specific (Quantum, Coremont etc.)

Ref Number

VR-94260