TTS Ops Command Center app support analyst - C10

Job Description:

The role will be with Services - Client & Services Assurance group. This group internally consists of few core streams. The role is directly under BCC - Orion stream.

Orion group on the is primarily responsible for monitoring TTS Payments business critical flows. The group follows the Reliability Engineering (SRE) principles.

The key objective for this group is to monitor business critical real time payment processing flows & core competency lies in the ability to monitor/identify & troubleshoot issues faster. This is to reduce overall time to detect & mean time to resolve – MTTR for any incidents.

Responsibilities: The App Support Senior Analyst is expected to have techno-functional skills.

Orion group aims to identify and remove operational toils across Trade & Treasury Services payments business. The role provides an opportunity to learn end to end Services business flows. This individual will be responsible for detection of application/flow failures, payments processing slowdowns, queue buildup etc. and subsequent deep dive for incident handling including but not limited to response, coordination, and emergency communication. This individual will be responsible for troubleshooting and issue resolution on a broad range of software applications, platforms, and networks.

 The responsibilities include, but are not limited to:

• Production Support of monitoring the critical payments processing flows

• Investigate alerts to identify root cause by applications flow deep dive.

• Engage & escalate the corresponding Payments Tech & Production support teams or subject matter experts for major and complex incidents/issues.

• Stakeholder communication for system and business service availability

• Major Incident Management: Facilitate the coordination, communication and escalation of incidents impacting the delivery of TTS Services flow to client facing teams.

• Identify and remove operational toils from day-to-day support operational book of work

• Identify & Lead service efficiency & stability improvement project initiatives to improve overall client experience.

• Serve as a liaison between the Business and Technology teams, promoting rapid escalation of incidents or market events, lending a business perspective to remediation options.

Job Skills / Technical Qualifications:

• Technology academic degree with 4-6 years of relevant work experience
• Financial services Experience/ Payments domain experience is a Plus
• Hands-on experience on common database skills like sql queries (Oracle, Mongo DB, Sybase)
• Working knowledge of popular application monitoring tools like Grafana, ITRS Geneos, AppDynamics
• Basic understanding of webserver technologies (WebLogic or WebSphere)

• Good understanding of Middleware technologies like (MQ, Kafka etc.)

  •Working knowledge on ITIL tools like ServiceNow [ ITIL Foundation Certification preferred]

  •Strong tech trouble shooting or problem-solving skills with good verbal and written communication skills

  •Basic understanding of Observability, Site Reliability Engineering (SRE) and Open Telemetry Principles