- Big Data
- Disaster Recovery Planning
- Risk Management
- Technical Support
Senior Application Support Analyst
Location: Hong Kong
–A desk facing role in primary business location in Hong Kong. You will support the Global Financing Service (GFS) primarily focusing in the Securities Lending function and deliver IT services to front office, middle office and back office personnel.
–A hands on technical support lead who can mentor, guide and assist a team of junior team members to provide high quality application services to critical investment banking applications.
–be responsible for Major Incident Management, Problem Management and Request Management
–manage the relationship between UBS and our vendor partners
–report on team performance and KPIs and develop recommendations and run with adhoc projects to improve quality of service
–utilize their IT and business skills to interact with internal and external clients
–support the Service & Product Manager across several technical domains
–uphold high standards for timely issue resolution
–contribute expertise to the management of existing and new IT products and services
–optimize the service issues and gaps and implement service quality
–Optimize operational procedures to improve efficiency, reduce time to restore and minimize costs
–Manage the full spectrum of Production Support responsibilities, based on the ITIL Framework: Incident and Problem Management, Release Management, Risk Management
Incident Management: Ability to assess the impact and urgency, diagnose the application issues using logs,coordinate with relevant teams to resolve the incidents, keep the stake holders updated with the progress.
Problem Management: Ability to deep-dive into the recurring issues and find the root cause by analyzing the logfiles, symptoms, timing, etc. Ability to articulate and influence the development team, infrastructure team and others to provide a solution to fix the root cause and prevent the recurrence of issues.
Change Management: Well versed with ITIL processes , procedures and ability to act as a strong gate keeper to the production environment. We expect the person to be able to assess the changes from all dimensions – impact, risk,performance and help to implement the changes in a controlled manner
Business Continuity Management: Understand the purpose of BCM, participate in BCM tests, experience in hand lingreal time fail over activities.
Automation and efficiency Improvement : A person who is passionate about the new tools ( SPLUNK, APPDYNAMIC, etc.), technologies ( BIG DATA, NO-SQL, etc.), and processes ( ITIL, DevOps, Agile) and adopt them in the working environment to increase the efficiency and effectiveness.