{bc}
Apply
workday

Sr Analyst- L1 Support Engineer (Salesforce+ Microsoft)

Northern Trust
Pune, IND
Full-time
Senior · 1+ years experience
Onsite
Discovered 3 weeks ago
salesforceservicenowsharepoint

Full Job Posting

Key Responsibilities

  • Production Support & Monitoring
  • Provide L1 operational support for Wealth Management platforms and applications.
  • Perform initial triage, troubleshooting, and resolution of production incidents and service requests.
  • Smoke test (SOD/EOD/SOW/EOW/Weekend/ DR / Release)
  • Active Monitoring INC queues and take necessary action as per SOP
  • Active App monitoring – Tools (APV/Catchpoint/Dynatrace) and take necessary action as per SOP
  • Escalate complex issues to L2/L3 teams while ensuring proper communication and tracking.
  • Monitor and manage job scheduling platforms such as Control-M or similar schedulers.
  • Provide L1/L2 support for Salesforce and Microsoft platforms
  • Manage user access, permissions and role assignments
  • Troubleshoot workflow, integration and application issues
  • Support platform releases and configuration deployments
  • Resolve production incidents and service requests
  • Perform RCA and coordinate with vendor/support teams
  • Candidate should be able to troubleshoot (review, analyze and resolve) production issue including job failure, and able to apply code fix on need basis. such as
  • Incident detection, root-cause investigation, problem management
  • Application availability monitoring
  • Capacity planning
  • Handling application malfunctions (e.g. input issues, EOD issue, data backup issue, MQ issue, reporting and blotter issues etc.)
  • Firecall support including off-hours and weekend support
  • Handle static data updates using SQL or other methods necessary
  • Metrics and audit reporting
  • Maintain DR documentation and participate in annual exercise
  • Build effectively working relations with a wide variety of groups including clients, development, business, audit, compliance
  • Monitor and attend to all alerts and escalate production issues as needed to relevant teams and management.
  • Coordinate with various teams including offshore support staff and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
  • Actively contribute to the supportability of the applications as well as continuous service improvement projects.
  • Develop understanding of NT’s systems and products utilizing reference materials and support procedures.
  • Present IT in a professional manner exhibits customer service values in line with NT’s A Approach.
  • Adherence to corporate standards always.
  • SKILLS / EXPERIENCE:
  • 1+ years of experience in a technical business facing (face to face) role within a financial institution or similar preferred.
  • ITIL Certified
  • Cloud Certified:
  • Knowledge of ITSM is needed.
  • Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast-paced environment. The ideal candidate can explain technical issues in layman’s terms and translate business needs to technology teams and back.
  • Salesforce Administration
  • SOQL
  • Salesforce Flows and Lightning
  • Power Apps and Power Automate
  • SharePoint Online and Microsoft Teams
  • ServiceNow and ITIL Processes
  • Incident and Change Management
  • User Access and Permission Management
  • Works closely with other technology teams such as Development, Infrastructure and vended software support teams.

SKILLS / EXPERIENCE:

  • 1+ years of experience in a technical business facing (face to face) role within a financial institution or similar preferred.
  • ITIL Certified
  • Cloud Certified:
  • Knowledge of ITSM is needed.
  • Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast-paced environment. The ideal candidate can explain technical issues in layman’s terms and translate business needs to technology teams and back.
  • Salesforce Administration
  • SOQL
  • Salesforce Flows and Lightning
  • Power Apps and Power Automate
  • SharePoint Online and Microsoft Teams
  • ServiceNow and ITIL Processes
  • Incident and Change Management
  • User Access and Permission Management
  • Works closely with other technology teams such as Development, Infrastructure and vended software support teams.
  • Experience Required
  • A College or University degree and/or relevant 1-3 years proven work experience. Related Industry qualification is preferred. (BCA/B.Sc. Comp Science)
  • Major Activities:
  • Smoke test
  • Active Batch monitoring 24X7
  • Monitoring INC queues
  • Monitoring tools alert
  • On call Support
  • Nightly batch communications
  • Prepare SLA Dashboards
  • Data backup/management activity
  • user data modification
  • Weekend availability
  • Report generation and stakeholder comm
  • Working with Us
  • As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.
  • Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.
  • Reasonable Accommodation
  • Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected], or alternatively you can discuss your individual requirements with the recruiter you are working with.
  • About Our Pune Office
  • The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.
  • Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.

Qualifications

  • Required
  • A College or University degree and/or relevant 1-3 years proven work experience. Related Industry qualification is preferred. (BCA/B.Sc. Comp Science)
  • Smoke test
  • Active Batch monitoring 24X7
  • Monitoring INC queues
  • Monitoring tools alert
  • On call Support
  • Nightly batch communications
  • Prepare SLA Dashboards
  • Data backup/management activity
  • user data modification
  • Weekend availability
  • Report generation and stakeholder comm
  • Working with Us
  • As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.
  • Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.
  • Reasonable Accommodation
  • Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected], or alternatively you can discuss your individual requirements with the recruiter you are working with.
  • About Our Pune Office
  • The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.
  • Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.

Apply for this job in 1 click

Skip the repetitive application forms

Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.

Sarah M.James T.Maya R.

Trusted by over 500,000 job seekers on Base Career

Start Free Today

More from this employer

More jobs at Northern Trust

Compensation Specialist, Global Head of Corporate Groups

Chicago, USA

Discovered YesterdayFull-time

Associate, AI Engineer - Pune - Multiple roles

Pune, IND

Discovered YesterdayFull-time

Senior Network Engineer – Application Delivery & Edge Services

Chicago, USA

Discovered YesterdayFull-time

Senior Banking Advisor

Dallas, USA

Discovered YesterdayFull-time

Charitable Giving Account Administrator

Chicago, USA

Discovered YesterdayFull-time

Account Manager, Institutional Trust - Asset Owner Segment, Americas

Chicago, USA

Discovered 3 days agoFull-time

Municipal Bond Trader

Chicago, USA

Discovered 3 days agoFull-time

Client Servicing Payments, Global Banking

Jersey City, USA

Discovered 3 days agoFull-time