Application Support Analyst

About GoldenSource (https://www.thegoldensource.com)

GoldenSource International is a fast growing FinTech firm and a leader in data management software solutions for the financial services sector. Headquartered in New York, GoldenSource also has key offices in London, Milan and Mumbai, with more than 400 staff worldwide. Having been acquired in 2022 by private equity firm Gemspring, GoldenSource is in an exciting phase of investment and rapid growth. GoldenSource offers an international working environment, a positive corporate culture, the opportunity of professional development and attractive employee benefits.

Industry Recognition: GoldenSource consistently receives industry recognition and awards for a wider range of capabilities than any other firm in our space. The awards include Best Data Management Platform and Best Cloud-Based Data Management Solution.

Job Description

As an application support analyst, we are seeking someone who is passionate about solving problems through innovation and engineering practices.

We embrace a culture of experimentation and constantly strive for improvement and learning. You’ll work in a collaborative, trusting, thought-provoking environment—one that encourages diversity of thought and creative solutions that are in the best interests of our customers globally. You will identify opportunities to improve support quality and efficiency through automation and tool implementation/configuration.

This role is a combination of production support and process improvement and efficiency within the global team for the services we provide and tools we utilize.

Primary Responsibilities And Accountabilities

End to end troubleshooting application issues and alerts – standard L0/L1 support
Basic service requests like file movements, job reruns etc.
Alert reduction, rationalisation and standardization
Job execution, configuration and optimisation
Code deployment
SLA upkeep and timely acknowledgments of issues
Managing runbooks for all major tasks
Periodic analysis of ticket trends and channeling improvement inputs to the right team(s)
Major incident management – Investigation, mitigation, resolution, RCA, action items
Automation, enhancements, improvements (stability, capacity, resiliency)
Collaborate closely with existing OPS and DEV owners of in-scope systems, reinforcing the SRE mindset, common goals, and maintaining focus on reliability and supportability
Develop automation and tooling to support SRE activities and achieve specific reliability and supportability goals (reduction of toil, monitoring and alerting efficiency, etc.), for in-scope systems
Ensure that the GS critical systems and products are maintained and supported in order to achieve the efficient and effective delivery of services
Collaborate with product, PSG, infrastructure SMEs to maximize client experience through the support interface
Develop, manage and execute organization application support process and procedures
Mentor team to enhance their technical knowledge and handling complex issues
Identify incident trends and make appropriate recommendations to prevent incident recurrence
Developing final solutions for known errors
Rotational weekend support

Required Skillset / Qualifications

3-4 years of hands-on L0/L1 application support experience, preferably in finance/reference data domain
Ability to learn and master enterprise-specific products
Ability to diagnose & address application issues
Good understanding of ITIL principles, with a major focus on end to end incident management
Knowledge of deployment utilities and tools/framework - DevOps tools (Bit bucket, Jenkins, Jules, Automated deployment tools)
Unix/Linux – troubleshooting and shell scripting
Basic understanding of Java to perform standard troubleshooting (connection pooling, data sources, JMS issues, heap breaches etc.)
Experience with Enterprise Job Scheduling Tools, e.g. Control-M, AutoSys, etc.
Web services administration including IIS/Apache/Tomcat/WebSphere
(AWS) Amazon web services – application hosting knowledge, troubleshooting, configuration
Good understanding of PL/SQL and stored procedures
Automation – RPA, Python, Ansible, etc.
Business intelligence – Tableau, PowerBI, QlikView, etc.

Tools Proficiency

Knowledge of ITSM tools such as HPSM, ServiceNow, JIRA ServiceDesk, etc

Knowledge of monitoring tools such as SCOM, Sitescope, Netcool, Dynatrace, GENEOS, etc

Knowledge of log monitoring tools such as Splunk and ELK

Interpersonal Skills

Strong communication, presentation, and relationship management skills
Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
Able to manage relationships with peers and managers as it relates to support and services

Education/Certification/Experience

Bachelor’s degree in computer science or IT is preferred, from a recognized university
Minimum ITIL4 Foundation certified
ITIL v3 expert would be preferred