Hai Everyone,
* Help
Desk and Production Support *
*Location NY*
* *
*Duration: 6 Months*
Here is the job description.
The candidate would work for the Production Support and Help Desk team in
Prime Brokerage supporting the various in-house applications as well as
monitoring the production environment. The role is two-fold. In the
production support role the candidate will monitor the production
environment (Autosys jobs, FTP transmissions) and in case of an issue work
with the development teams to communicate with the clients until the issue
is resolved. The Help Desk role is broader, and the candidate must have
Prime Brokerage experience or at least experience in the finance industry.
They will be responsible for answering clients' calls and requests on any
issues that they may have with the in-house PB applications. They would
spend about 90% of the time speaking to clients on the phone, so prior
experience in a Help Desk support role is very important (at least 2-3
years).
This position is not strictly technical, and requires the candidate to
understand (or learn) the business logic and to be able to interpret
business reports in order to determine if the underlying issue is a
technical bug or a data issue. This position is also not a development nor a
desktop support position.
*Production Support and Help Desk*
**
*Skills*
Tech support: troubleshoot issues with PB applications
Working knowledge of databases (write queries, etc)
Unix experience a plus, but not required
Strong communications skills: answer client calls
Fast-paced environment, will have to handle a multitude of issues at once,
must be able to multitask without dropping any issues
Work well as part of the team
Fast learner, not afraid to ask questions
Take initiative
Ability to follow instructions
*Responsibilities for Help Desk and Production Support*
**
*Summary*
Work on rotation the two Help Desk shifts: early shift 7am to 4pm or late
shift 10am to 7pm
Provide support for clients’ calls between 7pm to 7am (paged)
On-call for production support on rotation (weekly basis) to troubleshoot
any production issues, 24x7
**
*Production Support Duties*
Monitor Inbox for any production issues and handle/escalate accordingly.
Monitor Inbox for any client requests. We should aim to answer each request
within 5-10 minutes after it was received. This means that you must either
assign this to yourself or to someone else in the group.
Monitor items from the Production Support Daily Task list.
Monitor the WCC Autosys GUI tool throughout the day to ensure that all
production jobs run successfully (the operator will take over monitoring the
batch at 4PM – Mon – Fri). Escalate any failures and issues as necessary to
ensure the batch runs correctly.
Troubleshoot any issues with FTP transmission and set up new FTP jobs
Set up new clients/managers in GIM2 as well as Swap Accounts/Arranged
Finance Accounts or close accounts in GIM2
Perform Portfolio uploads to add a client’s trade data into GIM2
Be on-call for production support after hours on a weekly rotation
Work on various development projects for new Autosys jobs, Unix scripts, etc
*Help Desk Duties*
*Daily Tasks*
Answer clients’calls: external (hedge funds, third party administrator) and
internal to support the PB applications
Provide support for all PB applications, install upgrades, help train
clients, troubleshoot any issues with the applications, reset passwords,
entitle report packages
Send out status emails
Monitor Inbox for client requests that will need to be handled. Escalate as
necessary to development groups in case their assistance is needed
Enter tickets into Remedy Incident to track every request and incident
Monitor trade process and correct any trade files on QTM until the trade
shutdown has been initiated
*After hours and weekends*
Be on call for nightly batch issues and assist nightly operator with any
cycle issues
On call for after hour client calls that occur between 7pm to 7 am
(answering service will page you)
*Monthly tasks*
Run Month end report processing
Monitor Option expiration process
--
Thanks & Regards,
Tommy jibin
Technical Recruiter
Ibis Tech International (Formally known as Hi range Technology)
906 Lacey Avenue Suite 106
Lisle; Illinois: 60532
Ph: 630 929 5198
Fax: 630-969-2722
[email protected]
[email protected]
www.ibisint.com
--
You received this message because you are subscribed to the Google Groups "SAP
ABAP" group.
To post to this group, send email to [email protected].
To unsubscribe from this group, send email to
[email protected].
For more options, visit this group at
http://groups.google.com/group/sap-abap?hl=en.
