Application Support Analyst
IQ-EQ
Singapore, Singapore
6d ago

Company Description

IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery.

We support fund managers, global companies, family offices and private clients operating worldwide.

Job Description

  • Handle tickets (Incidents, Service Requests, Change Requests, etc) raised to the Application Support Team ensuring these are correctly logged, classified and prioritized;
  • where necessary escalated to internal or external 3rd Line support and ensuring these are managed to resolution

  • Capture and document in detail all necessary information to enable correct diagnosis, recreation and resolution of incidents or requests
  • Own the end-to-end resolution of tickets assigned to you providing prompt First-Time-Fix within SLA or re-assigning to internal / external resolver groups where necessary.
  • Work with the appropriate stakeholders including the Major Incident and Problem Managers through to resolution of incidents and problems

  • Investigate issues, apply known resolutions to resolve incidents or reproduce issues and document findings as part of incident and problem resolution
  • Ensure updates to tickets and work in progress are well commutated and escalations regarding the support being provided is kept to a minimum
  • Appropriately use diagnostic tools, correctly interpret error codes, system messages and other symptoms to properly identify services and systems at fault;
  • analyses and act on these to perform timely issue resolution

  • Act on events affecting the ecosystem triggered by monitoring and carry out routine health checks; quickly act to resolve high impact events
  • Identify trends and make recommendation for improvements or cost savings
  • Actively work to reduce contacts to the support function and increase user proficiency with the applications by sharing best practice and providing user training where appropriate
  • Produce support documentation for multiple audiences using multiple channels and ensure these are well communicated and kept up to date
  • Undertake new product reviews, testing of releases and bug fixes according to the business needs either as BAU or supporting project work.
  • Responsible for software releases in conjunction with Infra support team
  • Your long-term career goals are important to us too. We want to make sure we’re providing the support and opportunities you need to achieve your dreams so we can build a successful future together.

    Qualifications

  • Degree level education is preferred but equivalent professional experience in IT is acceptable.
  • Experience across application delivery.
  • A Minimum of 2 years’ experience in a similar user-facing role supporting multiple business applications in a mission critical environment
  • Understanding of application platforms, business rules and data flows through systems.
  • Good understanding of SLAs / OLAs, Agile and ITIL processes and is dedicated to meeting service levels and standards
  • Experience in working with cross functional teams including 3rd Party vendors as part of incident and problem resolution
  • Working knowledge of SQL Databases & ability to write Queries
  • SSRS report writing skills
  • Experience with Financial and Entity Management systems Ideally MicroGen products (4 / 5 Series highly desirable) and SUN.
  • Additional Information

    At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations.

    With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices.

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