Sr Associate, Capital Market Application Support at Northern Trust in Chicago, Illinois

Job Description:

Asset Servicing, Capital Markets for Brokerage Production Maintenance and Support organization is looking for an Analyst, Production Support who can work independently, responsible for working with a global production support team , responsible for day-to-day production regional support for Capital Markets Brokerage trading Applications.

This role reports into the Support Manager based out of Chicago for Brokerage

Brokerage Production maintenance and Support organization is responsible for 24x7 production support across globe (APAC, EMEA and North America) for various Capital Market applications under Northern Trust Company.

ROLE:

Brokerage Production Support Analyst has responsibility for the technical and functional desk support across multiple technologies used by Brokerage Capital Market application . This role will support our business and operations partners and clients and will liaise with upstream and downstream application teams.

The ideal candidates will be having excellent communication skills and a solid understanding of various technologies in a financial institution, including trade applications. Some night/weekend work may be required from time to time. Candidate should be available Monday - Friday along with expectations of escalation from the business and/or team members.

PRINCIPAL RESPONSIBILITIES:

•Candidate will be responsible to provide L2/L2.5 Support activities, Monitor and work collaboratively with other members of the global team, managing their day to day work and ensuring that all business queries / escalations are responded to in a timely manner.
•Fast Paced environment, ability to manage stress and stressful situations from the trading desk.
•Candidate should be able to work with Business partners to analyze and resolve their queries and ensure compliance to all controlled processes according to business and IT requirement.
•Develop and maintain professional relationship with all stakeholders within IT and Business teams and provide support directly or indirectly via his/her team.
•Candidate should have the knack to troubleshoot (review, analyze) production issues and use their team members and managers help to resolve issues that cannot be resolved independently.
•Incident detection, root-cause investigation, problem management (ITIL)
•Effort to be put into understanding the in-depth knowledge of business unit / function
•Aim to grow into a subject matter expert on the business side of the application
•Carries out activities that are large in scope, cross-functional and technically difficulty
•Develops periodic goals, organizes the work, sets short-term priorities, monitors all activities, and ensures timely and accurate completion of the work.
•IT Capacity planning and involvement
•Trading applications administration, change management, implementation, maintenance, compliance review
•Handling application malfunctions (e.g. input issues, EOD issue, data backup issue, MQ issue, reporting and blotter issues etc.)
•Managing Fire-call support including off-hours and weekend support
•Executing Lean programs that ensures less incidents are created and emphasis on resolving issues at root level
•Assistance in Metrics and audit reporting
•Review and Maintain DR documentation and participate in annual exercises
•Create regular status reports to management on application status and other metrics.
•Build effective working relations with a wide variety of groups including clients, development, business, audit, compliance, and vendors (vendor management).
•Constant review of alerting incidents/requests and escalate production issues as needed to relevant teams and management.
•Coordinate with various external teams including offshore support staff and assisting to analyze root cause efficient resolution of all production processes.
•Candidate will be responsible to attend on-call after office hours including weekend to own, manage, run end2end High and Critical production issue.
•Develop understanding of NT's systems and products utilizing reference materials and support procedures.
•Present IT in a professional manner, exhibit customer service values in line with NT's A Approach.
•Adherence to corporate standards at all times.
•Assistance in training and maintain a very highly trained team globally

SKILLS / EXPERIENCE:

•8-10+ years of experience in a technical business facing (face to face) role within a financial institution or similar preferred.
•Excellent oral and written communication skills are required - Ability to speak to traders confidently
•In-depth Functional / Industry Knowledge is required - Brokerage / Sec Finance
•Highly flexible and adaptable to change
•Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast paced environment. The ideal candidate can explain technical issues in layman's terms and translate business needs to technology teams and back.
•Prior working knowledge of Northern Trust would preferred ( any location office)
•Good understanding of software development lifecycle
•Ability to manage multiple issues in parallel and adapt to changing priorities.
•Experience working in Onsite/Offshore model in particular supporting APAC, UK and US business lines
•Experience in incident management, understanding of ticket workflows and use of escalation. Experience with ServiceNow/ITIL Methodologies is mandatory.
•Problem resolution in an analytical and logical manner, to troubleshoot root cause and resolve production incidents.
•Works closely with other technology teams such as Development, Vendors, Infrastructure and other software support teams.

TECHNICAL SKILLSET

•FIX Messaging/Format experience
•Expert / Extensive Knowledge of SQL is required to assist own teams during debug.
•Oracle/MS SQL/ Sybase
•Good to have, Scripting and automation (Python, Perl, PowerShell)
•Middleware, MQ/Tibco, Weblogic
•FLEXTRADE OMS - Good to have
•Java /.Net experience is mandatory but good to have - Ability to read and understand code
•HP Site scope, CA Introscope and Patrol monitoring tools. Power BI, Service Now reporting tools

Additional Information