Application Support Tier 1
Employment Type: Full-Time
Industry: Information Technology
Synechron is one of the fastest-growing digital, business consulting technology firms in the world. Specialized in financial services, the businessrsquo focus on embracing the most cutting-edge innovations combined with expert knowledge and technical expertise has allowed Synechron to reach 500+ million in annual revenue, 8,000 employees and 18 offices worldwide. Synechron is agile enough to invest RD into the latest technologies to help financial services firms stand at the cuttingz-edge of innovation yet, also large enough to scale any global project. Learn more at www.synechron.com httpwww.synechron.com Synechron draws on over 15 years of financial services IT consulting experience to provide expert systems integration expertise and technical development work in highly-complex areas within financial services. This includes Enterprise Architecture Strategy, Application Development Maintenance, Quality Assurance, Infrastructure Management, Data Analytics and Cloud Computing. Synechron is one of the worldrsquos leading systems integrators for specialist technology solutions including Murex, Calypso, Pega, and others and also provides traditional offshoring capabilities with off-shore development centers located in Pune, Bangalore, Hyderabad, and Chennai as well as near-shoring capabilities for European banks with development centers in Serbia. Synechronrsquos technology team works with traditional technologies and platforms like Java, C++, Python, and others as well as the most cutting-edge technologies from blockchain to artificial intelligence. Learn more at httpsynechron.comtechnology httpsynechron.comtechnology20 Synechron Inc is seeking Application Support Tier 1 in financial services to join our Charlotte, NC team. Job Responsibilities bull Provides Tier 1 Application Support for internal users, external customers and vendors approx. 7,000 tickets per year of which 40 resolved without escalating to Tier 2 Application Support. bull System monitoring. bull PAC2000 ticket management and ETRIM compliance. bull Create, review and run queries for custom data extracts and modifications (2,000 instances per year). bull Lead root cause analysis and preventative actions efforts. bull Systems access coordination. bull Staff onboarding and off boarding. Responsibilities include being the first point of contact for customers for any application issues. Ensure understanding of reported issues and that all required documentation is submitted and logged in the ticket. Perform validation of issues and resolve when possible. Partner with other technical teams to ensure the right teams are engaged quickly to review and resolve customer issues. Responsible for training and assisting teams with meeting Enterprise SLAs in the Pac2000 ticket system. Coordinate the ongoing review of high impact tickets for Root Cause Preventative Actions to reduce recurrence of future issues. Use sound judgment to make effective recommendations to management, customers, and peers. Update and develop new documentation for departmental procedures. Be a mentor to other team members in regards to proper procedures and technical concepts. Individual should work well independently and as a member of a high performing team. Specifically, this entails 4 million retail customers, 5,000 wholesale customers, and thousands of internal users spanning multiple business lines and continents 2.5 million customer logins per day 750 billion in customer assets and 650 million average daily mutual fund and equity trading volume. Furthermore, it entails a comprehensive suite of technology capabilities, such as Mobileweb and contact center account access, investments and trading, recordkeeping, deposits, payments, loans, reporting, workflow, and back-end processing. Typical skills and experience bull 2-10+ years of systems support analysis and engineering experience, depending on role level. bull Knowledge of computer applications, diagnostic abilities and agile software development. bull Engineering skillset in application domain, e.g. SQL scripting. bull Experience working with a ticketing system. bull Experience with production support, on-call rotation, and end-user training. bull Excellent customer service skills.
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