Applications Support

The Technology Service Delivery (TSD) team provides system and business support for all major applications used by Asset and Wealth Management in the Private Bank. The teams are based in Plano (USA), Glasgow (UK), and Hong Kong; supporting users across the globe.It is part of the global application support department with equivalent teams providing support for the International and US Private Bank.  The team uses detailed knowledge of business, business processes and applications to anticipate or respond to any incidents and restore services as fast as possible.

The role requires not only technical experience and expertise, but also client engagement, excellent communication skills, attention to detail, an awareness of potential risks, critical timing, and ability to work under pressure and to meet tight deadlines.

Working in Application Support means you'll use both creative and critical thinking skills to maintain application systems that are crucial to the daily operations of the firm. You'll work collaboratively in teams on a wide range of projects based on your primary area of focus: design or programming. While learning to fix application and data issues as they arise, you'll also gain exposure to software development, testing, deployment, maintenance, and improvement, in addition to production lifecycle methodologies and risk guidelines. Finally, you'll have the opportunity to develop professionally —and to grow your career in any direction you choose.

Job responsibilities: 

• Provide technical and functional support to all our end users within Asset Management.
• For each issue, understand the impact, assess the priority and look for rapid solutions or workarounds.
• Investigate the issues raised by researching for similar incidents, learning the data model and checking the data and service logs.
• Trouble shooting issues using technology skills (reading logs, SQL) and working closely with partner teams to manage resolution of application issues. 
• Leverage data analytics and reporting skills to identify issue trends and solutions to top-talkers.
•  Documenting all inquiries, troubleshooting steps, and resolutions; providing knowledge-sharing and solutions with team.
• Take full ownership of issues raised and escalate where needed to other support teams and SRE teams.
• Keep the user updated with the impact and remediation progress of the issue and follow up with the development teams for defects.
• Organize meetings with the users to understand the issues they are facing when using our technology services.
• Provide feedback and reports to tech teams and product owners on application requirements, helping to prioritize fixes and liaising with end-users for acceptance after researching and diagnosing bugs.

Required qualifications, capabilities, and skills:

• Strong communication skills (both written and verbal)
• Customer focused and service oriented, with a proactive customer approach and dedication to providing best of class service at all times
• Highly disciplined and process oriented with an attention to detail
• Outstanding ownership and dedication to the role required
• Analytical skills and validation skills
• Data analytics and reporting skills
• Experience with ticketing systems, such as ServiceNow and Jira Service Desk
• Working knowledge in one or more general purpose programming languages, plus an interest in learning other coding languages and skills as needed
• Experience with database queries
• Awareness and exposure to change management methodologies and best practices.
• Awareness and exposure to systems development practices and methodologies.

 Preferred Qualifications, Skills, and Capabilities: 

• Exposure to AI/ML
• Basic knowledge of banking products and interest in the finance world