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CIB PM RPA - Application Support Analyst 1- 2016

Job Description

Role Profile – Application Support Analyst for RPA(Robotic Process Automation).
This is an Application Support analyst role within the CIB Production Management (PM) for product “Automation Anywhere” encompassing the process for “Robotic Process Automation”.
The Service Tiering team provides a unified service for the monitoring and management of application failures for business applications under the umbrella of CIB Production Management.
The team provides support across 2 shifts (6:00 am to 15:00 pm and 14:00 to 23:00 pm IST) and also covers overnight on call support; this will be across Monday to Sunday. Responsibilities includes as follows,
  1. Providing resolutions to end user based queries.
  2. Onboarding of applications.
  3. Resiliency of applications.
  4. Hygiene of application/hosts (PLM/Capacity etc.)
  5. Release management.
  6. Problem and Incident Management.
  7. Automation.
  8. Vendor interaction for ensuring stability.
Roles and Responsibility:
  1. Providing resolutions to used based queries:- Responding of alerts and applying first time fix and providing user resolution for their queries.
  2. Onboarding of applications/releases : - Onboard applications/hosts to ST.
  3. Resiliency of applications:- Understand the DR/HA scenario and provide end to end resiliency across the application stack.
  4. Hygiene  of application/hosts (PLM/Capacity etc.):- Regular maintaining of PLM (patching and rebooting) cycle etc
  5. Problem and Incident Management:- Includes end to end Incident and problem management.
  6. Automation:- Continuous improvement process should be thought through and focus on efficiency should be primary factor.
The role will be based in Bangalore and will involve working as part of a global team that also has representation in Mumbai. The team provides support across 2 shifts (6:00 am to 15:00 pm and 14:00 to 23:00 pm IST) and overnight on call support. At times there would be adhoc request for time change for shifts for accommodating any project related work.
Objectives / Results
  • Technical support of the Production Environment.
  • Strong ‘single point of contact’ relationship with an area of the business.
  • Escalation of critical alerts (not know/documented) to AD teams or Vendor.
  • Improvement of overall quality and level of service, maximizing service availability levels
  • Work with LOB AB team and Vendor to ensure a knowledge base of ST applications and processes is established and maintained.
  • Establishes working relationships with colleagues across different regions to ensure stability.
  • Communicates status with LOB at all times.
  • Take end to end responsibility for picking up the alerts from monitoring tool and applying fix where documented and or escalate to AD or Vendor.
  • Receives and logs calls using appropriate processes, procedures and technology.
  • Develops and utilizes appropriate tools to create efficiency. Highlights manual works and automate to create efficiency.
  • 100% foolproof monitoring and alerting with no missed alerts.
  • Ensure the application or host is available to end users requests.
Technology degree education level or 4+ years practical work experience in a time-critical, technical support environment, ideally with a financial institution
Key Technical Skills
Windows services/administration/IIS
SQL server
UNIX/LINUX Shell Scripting
Additional Technical Skills:
Knowledge of Geneos, Nagios or other monitoring tool
Scheduling/ETL tool: Control M/Autosys/Bob
Req #: 160016669
Location: Bangalore East, KA IN
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 35000 Indian Rupee (INR)

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