Credit Suisse Hiring for L2 Technical Support Analyst #222974 at Pune, India Full Time

As a part of role, your responsibility includes: * To provide investigative second level support for all applications that the Reference Data IT team is supporting. This includes all issues reported by the business users through emails, calls and also brought up by level one support team * Ability to manage the complete production incident life cycle, including user acknowledgements, understanding issue criticality, in-depth investigation, identify resolution/workaround options and implementations with approvals. Also perform root-cause analysis and follow through till permanent fix by co-coordinating with Development, Infrastructure and Management teams * Develop SME (Subject Matter Expert) knowledge in the areas of Reference Data Applications and work as the Point-of-Contact for APAC and EMEA business users * Work closely with the second level support team in Singapore and vendor team in India. Also, co-ordinate with level one team to improve their application understanding and create/update their knowledge articles * Contribute in the Week-end release implementation support, Infrastructure and Application maintenance activities including the QMW, DR and BCP * Log all the Issues, Incidences, Problems and Releases in the tracking tool and maintain accurate effort utilization for management reporting * Looking for Improvement opportunities and take initiatives for work drivers and automations * Role includes working in shifts (No Night Shift) between 7:00 AM IST to 8:00 PM IST. It also includes on-call weekend support, on rotational basis. Your future colleagues This team provides 2nd Level Production Services for Reference Data business users. We are responsible for problem solving and root cause analysis for production issues. We work closely with application users, third party vendors, infrastructure teams, developers, and other Credit Suisse groups to provide an efficient level of support. The team has the opportunity to develop a detailed understanding of banking Reference Data and its usage across various business functions like front, middle and back office We are a department which values Diversity and Inclusion (D&I) and is committed to realizing the firm’s D&I ambition which is an integral part of our global cultural values. To excel in this role, you should possess below: * Be part of Reference data L2 Support family to handle applications based on multiple technologies * Bachelors/Master’s degree * 5 years of hands-on application support experience * Knowledge of Reference Data, Securities and Products within Investment Banking domain. * Proven experience in technologies – Unix, Perl/Shell Scripting, Oracle, Sybase, SQL Scripting, Java, log debugging with webserver and web components handling * Must have outstanding tools experience: ControlM schedulers, Informatica, Service Now, Excel Macro, Tectia/Putty * Good to have tools experience: Splunk, AppDynamics, BigData/Hadoop, Osmosys * Proficient understanding in ITIL concepts like Incident management, Problem Management, Release and Change Management. Good to have: ITIL V3/V4 Foundation Certification * Proven experience in handling critical and high severity Incident Management with business users, owners, and departmental heads * Excellent English communication skills (Written and Oral) * Must be fast learner with exceptional problem solving and analytical skills with going above and beyond attitude * Proactive and organized, Good analytic skills and ability to provide weekend on-call coverage (rotation basis) when required * Ability to work with multiple systems with critical deliverables and work effectively cross border with both Credit Suisse and vendor team members * Ability to bridge communications between the IT organization and its business customers, teaming with vendor colleagues * Dedication to fostering an inclusive culture and value diverse perspectives. Job: Information Technology* *Title: *L2 Technical Support Analyst #222974 Location: India-Pune-Pune Requisition ID: 222974