Piramal - Deputy Manager - Application Support Analyst - Financial Services Domain

Industry : Financial Services

Skills : IT, application support, LMS, end users, queries, SQL, networking

Job Title : Application Support Analyst for PFM- Wholesale

Business Unit : Piramal Capital and Housing Finance Ltd

Domain : Financial Services

Location : Pune

Department/Group : Financial Services- IT

Degree of Travel required to : Moderate

Purpose of Job :

The Application Support Analyst within the PFM- Wholesale (RE & Non-RE) team is responsible for technical support of production application. The team handles all support requests, incidents, issues, tickets and business continuity activities, to ensure flawless and quality delivery of services to end users. This is a critical role requiring a highly dedicated individual who can take ownership and provide procedural and technical support to internal/external stakeholders.

In addition to driving resolution of day to day issues, and major incidents and outages to resolutions, the Application Support Analyst will work hand-in-hand with application development, infrastructure and implementation teams.

Key stakeholders :

External :

- Third party service providers (consultants, technology vendors)

Internal :

- IT Head

- Department function managers

- IT managers (all site locations)

- IT employees

- Business Users

Reporting structure :

Role directly reports to : CIO - Financial Services

Essential Qualifications :

- Experience with leading consulting companies, NBFC's or financial services industry

- Bachelor- s/ Post Graduation degree required in Computer Science or equivalent e.g.: (BSC-IT, MSC-IT, BCA, MCA, B.E etc..)

Essential Skills & Experience :

- 3+ years of hands-on experience in Operations/Production support.

- Experience working in financial services industry supporting mission critical applications.

- Should have a good exposure on providing production Support to ERP solutions

- Exhibits problem solving skills and shows flexibility in supporting evolution in process, standards, and strategy.

- Excellent written and oral communication skills - ability to communicate with business users, associates and vendors

- Excellent interpersonal skills, highly organized, strong follow-up and follow-through skills with excellent attention to detail

- Strong organizational and time management skills

- Knowledge of Functional and Automation Testing is a plus

- Hands-on experience in data analysis/ SQL is a plus

Job Conditions :

Knowledge :

1. Expertise - we strive for a deeper understanding of our domain

2. Innovation - we aspire to do things creatively

Action :

1. Entrepreneurship - we are empowered to act decisively and create value

2. Integrity - we are consistent in our thoughts, speech and action

Care :

1. Trusteeship - we protect the interests of our customers, community, employees, partners and shareholders

2. Humility - we aspire to be the best, yet strive to be humble

Key Roles/Responsibilities :

- Manage day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages.

- Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives.

- Able to provide and conduct training to end user's and new joiner's for various projects at the respective location.

- Implement continuous process improvement, including but not limited to, policy, procedures, and production monitoring.

- Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing

- Develop and maintain relationships with both the Business Users and Technical staff.

- Carefully evaluate alternative risks and solutions before taking action to provide timely resolution.

- Demonstrate creativity, innovation and high performance.

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