Role Summary:
Senior Associate-Application support helps users troubleshoot software and hardware related problems. They further evaluate user requirements, address technical problems, and they work with engineering and IT staff to provide solutions that can be delivered by various means, such as by phone, email, remote connection or onsite. The job responsibilities involve communicating with existing users and clients having problems using the company's software or hardware in the way for which it was intended. They assist the user in working or fixing the issue through a series of guided steps and help to design and modify these troubleshooting steps or guidelines as required.

Primary Responsibilities:
Maintain communication with management regarding performance metrics and achieve SLA's.
Manage client expectations, ensuring timely resolution and business- friendly updates to meet establish SLA and maintain client satisfaction.
Dealing with support escalations from Level 1 team, including complex user and monitoring support queries, with as minimal as possible escalations to L3 teams.
Remedy to log service calls and update ticket information.
Work as senior support analyst to provide hands on support to Operations and settlement systems.
To provide user query support and monitoring support queries, with as minimal as possible escalations to development teams.
To provide batch support, health checks at the start of the day/end of the day
To create, update, amend relevant production support documentation
To use firm standard support tools and processes
To deploy code/configuration change/releases into the pre & production environments
The duties of Senior Support Analysts can be broken into four distinct categories: prevention; correction; adaptation; and perfection.
Install mainframe hardware/software and troubleshoot.
Document troubleshooting procedures in SharePoint.
Provide Ongoing management and support of environments and infrastructure by documenting required processes proactively
Assist customers with debugging and comprehension of technical lingo and documentation.
Applies analytical / quantitative approach to problem solving - knows how to obtain and use data, and comfortable with statistical concepts.
Professional Ethics Compliance and Risk Management