Email:- *[email protected]* <[email protected]> Subject: Help Desk and Production Support Location: NY
Duration: 6 Months Rate: market 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..........* *Ramkumar.v* Technical Recruiter Hi-Range Technologies Inc. 906 Lacey Avenue Suite 115 Lisle; Illinois;60532 Ph: 630 324 8574 Fax Number: 630-324-8574 Email:- *[email protected]* -- You received this message because you are subscribed to the Google Groups "US_IT.Groups" 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/us_itgroups?hl=en.
