GDS Consulting_Application and Systems Management Analyst_Derivatives

at  EY

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

SKILLS AND ATTRIBUTES FOR SUCCESS

• Ability to work in a fast-paced production environment
• Excellent analysis and troubleshooting skills
• Ability to work independently and as part of a team with minimum supervision
• Understanding of software development lifecycle and best practices
• Excellent communication skills (written and spoken English)
• Ideally has experience in working for large Financial Services client
• Keen attention to detail
• Have exposure to working in shifts (APAC and EMEA) and/or weekend shift/on-call support
• Has successfully demonstrated domain of most skills and technologies on several relevant projects
• Exposure to various job and process monitoring tools

WHAT WE LOOK FOR

We look for people who demonstrate drive, vision and determination and are passionate about helping our clients achieve their goals. We look for high performers, who consistently deliver quality work while continually looking for ways to improve.
We want people who understand the challenges of working in a professional services environment and are focused on achieving and delivering the best for our clients. We want people who have a clear sense of personal and professional accountability and know how to build relationships by doing the right thing.

YOUR KEY RESPONSIBILITIES

• Act as a point of contact between the client and the application support center
• Monitor jobs, production processes, systems availability, latency and overall system health
• Create Incidents / Service Requests /Problem ticket and assign to teams
• Create application incident reports
• Perform initial analysis and resolution for the layers defined in scope
• Establish understanding of application, platform layers defined in scope
• Analyze, identify issues, conduct investigation of functional/technical bugs, service failures, operational problems and provide acceptable workaround or resolutions to identified issues/defects
• Escalate further to L3 within a reasonable period with analysis and findings
• Triage, resolve, and conduct RCA
• Handle major incidents and joined SWAT calls
• Identification, classification, prioritization, and remediation of system issues
• Produce reports on defect/problem reporting data
• Build tools or establish processes to quickly triage issues and discover failures across the technology stack
• Analyze service performance and implement adjustments to mitigate risk and/or prevent issue recurrence
• Create and update support knowledge database
• Lead the documentation process for overall application support

COMMON RESPONSIBILITIES AND EXPECTATIONS

• Work and closely collaborate with client teams (business and IT) as well as 3rd party vendors on a regular basis
• Provide responses to functional / technical queries,
• Perform periodic application maintenance
• Participate and provide support on various application migration activities
• Propose and/or participate in any support team continuous improvement initiatives and implement these improvements, as needed
• Understand the use of service delivery metrics
• Monitor and report on regular production activities, which are subject to Service Level Agreement (SLA) or Operational Level Agreement (OLA) such as job activity, transaction processing, network activity, database activity