Production Support Analyst, Specialist

at  Vanguard

ABOUT VANGUARD

More than 45 years ago, John C. Bogle had a vision to start an investment company that did things differently. A company with no external shareholders. Where all the profits were invested back into the business and used to lower costs. Evidently, it was as bold as it was brilliant. To this day, Vanguard Group still has no external shareholders. That means no share prices to protect, and no profits to generate for outside owners.
Today, Vanguard is one of the world’s largest investment management companies, serving more than 50 million investors worldwide. For more than 25 years Vanguard Australia has been supporting individual investors, financial advisers, and superannuation members to achieve their long-term financial goals.

SKILLS AND EXPERIENCE

• Minimum of five years related work experience, with two years of Information Technology and financial domain experience.
• Undergraduate degree or equivalent combination of training and experience. Degree in Computer Science or Management Information Systems preferred
• Excellent stakeholder management and communication skills as well as being able to manage tough and time critical situations
• Previous experience in front office and trade floor support
• Understanding of investment management process and trade life cycle
• Production support experience in cloud environment, UNIX, Oracle Systems, Python, CRD, Aladdin, Newport preferred

• Provides advanced level production support of applications, databases, and systems. Directs and coordinates technical procedures to resolve production issues after evaluation. Provides infrastructure configuration services on multiple platforms in the test environment.
• Leads the monitoring of production systems for alerts, outages, and system issues. Researches issues and performs root cause analysis to minimize risk. Manages the expectations and requirements of business and production support teams.
• Sets service level agreements and ensures that support requests are resolved within the service level agreement timeframe. Resolves elevated issues and communicates the resolutions. Partners with key stakeholders/vendors to ensure deliverables and SLAs are met and minimize business impact.
• Involves in performing system health checks to proactively trap issues on the fly and also deep diving into data flow analysis across systems by leveraging SNOW/Pager Duty
• Operates as an advanced technical partner and maintains strong working relationships with business partners.
• Writes and updates production support documentation, policies, and procedures.
• Leads improvement efforts and directs changes.
• Mentors and trains junior production support analysts. Proactively expands knowledge of systems and shares best practices.