Application Production Support Analyst

at  Brown Brothers Harriman

At BBH we value diverse backgrounds, so if your experience looks a little different from what we’ve outlined and you think you can bring value to the role, we will still welcome your application!
What You Can Expect At BBH:
If you join BBH you will find a collaborative environment that enables you to step outside your role to add value wherever you can. You will have direct access to clients, information and experts across all business areas around the world. BBH will provide you with opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm. We encourage a culture of inclusion that values each employee’s unique perspective. We provide a high-quality benefits program emphasizing good health, financial security, and peace of mind. Ultimately we want you to have rewarding work with the flexibility to enjoy personal and family experiences at every career stage. Our BBH Cares program offers volunteer opportunities to give back to your community and help transform the lives of others.
Join us as an Application Production Support Analyst
The Application Production Support Analyst will assist in the handling of all mainframe and distributed platforms. This position requires a broad range of skills in support of various IT disciplines. Candidate will perform a variety of tasks including system operations, first level help desk support and first level infrastructure/application support. The employee will utilize their communications skills in effectively documenting incidents and provide timely updates to Sr. Management. This is a fast paced environment with constant interactions with Business and Application teams. Candidate will participate in small to medium size projects in support of the department objectives.
Main areas of responsibilities:

Technical:

• Perform first level support responsibilities for various platforms (Windows, Linux, Mainframe)
• Handle both Mainframe and Distributed job scheduling responsibilities.
• Manage production activities via various mainframe and distributed tools. Initiate corrective actions in a professional and timely manner when applicable.
• Provide second level phone support for a variety of desktop, application, security and data accessibility incidents/requests.
• Perform Incident Management responsibilities, including the managing of the incident tickets, collaborating with support teams, effective communication of issues and detailed documentation of events.
• Manage the distributed scheduler infrastructure and handle the application administration duties.

Client/User Support:

• Provide professional phone support to our global users and clients.
• Monitor transmissions from business partners and follow contingency plans, as needed.
• Serve as an escalation point for all system support teams.
• Perform testing activities as required by the application developer teams.
• Create detailed incident, problem and request documentation in support of the user/client needs.

Maintenance:

• Perform Data Center facilities management (Assets Mgmt, Change Mgmt, Security Administration)
• Direct vendor maintenance activities for all BBH locations.
• Continually ensure that operational documentation, procedures and standards are developed and maintained.

What we offer:

• 2 additional days added to your holiday calendar for Culture Celebration and Community Service
• Private medical care for you and your family
• Life Insurance
• Hybrid Working Opportunities
• Professional trainings and qualification support
• Thrive Wellbeing Program
• Online benefit platform
• Contracts for an indefinite period of time with no probation period

Desired Qualifications:

• Available for the scheduled work week: Tuesday- Saturday
• Available to work occasional overtime and some holidays
• Basic knowledge of mainframe and distributed software tools
• Ability to perform first level support for Linux and Windows platforms
• Knowledge of standard desktop tools, such as Microsoft Office suite and Lotus Notes
• Experience with mainframe and/or distributed scheduling concepts
• Motivated individual interested in working with other IT teams
• Demonstrate exceptional customer service skills when performing second level phone support of desktop, application and security needs
• Experience in an ITIL environment
• Strong verbal and written communication skills – Fluency in English
• Experience meeting deadlines and service deliverables
• Ability to multi-task in a fast-paced environment
• Strong organization and prioritization skills
• Ability to effectively communicate technical concepts to non-technical colleagues
• Flexibility, adaptability and willingness to learn new technology
• BA/BS Information Technology + 3 years’ experience or H.S. + equivalent experience

Please refer the Job description for details