Support Analyst - Messaging Client
Role Overview
Supports and operates mission-critical company systems on a 24/7/365 basis to meet business service levels.
Provides production-floor technical oversight and end-to-end support for infrastructure, applications, networks, and storage.
Key Skills for This Role
Full Job Posting
Role overview
Supports and operates mission-critical company systems on a 24/7/365 basis to meet business service levels.
Provides production-floor technical oversight and end-to-end support for infrastructure, applications, networks, and storage.
Responsibilities
- Monitor systems and transactions, restore services, and resolve production issues and incidents.
- Coordinate incident management, engage third-party providers, and provide initial triage and investigation.
- Deploy and provision applications and infrastructure according to plans and build guides.
- Participate in testing cycles and manage deployment issues through resolution.
- Provide help desk assistance for application, technical, and IMACD needs using knowledge bases and runbooks.
- Analyze performance and root causes; recommend operational improvements to reliability, compliance, and service delivery.
- Maintain operational knowledge assets, promote standards, and participate in regulatory inspections.
Qualifications
- Typically 4–7 years of work experience in IT or a business environment and/or a relevant BS/BA or MBA/MS degree.
- Understanding of IT operating processes and standards, including monitoring, logging, and alerting.
Risk and compliance
Apply the bank’s Risk Management Framework, policies, standards, procedures, laws, and regulations when making risk-informed decisions.
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