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Application Support Analyst - Associate

Req #: 180007199
Location: Bangalore East, KA, IN
Job Category: Technology
Job Description:

This role is for a motivated and talented individual to work in the Production Management (Operate) team in Wholesale Loan Technology area in CIB Technology. This role primarily focuses on Client Facing as well as Application Support function, expected to provide first level of support to users of our systems and also provide Application support.

Primary responsibilities in this role will be:

  • Provide first and second level of application support for Middle Office, Operations and Front Office teams which are located around the globe. Provide coverage which will require shift/rotation and occasionally might include weekend work to primarily India hours of operation; Work day will vary depending on shift and could start at 7 AM IST if on early shift; or end at 8:30 PM IST
  • Ownership of all issues that are raised to Operate team, through to closure regardless of which team or Vendor ultimately resolves the issue. Raise defect reports to AD/Vendor (where appropriate) for code amendment / fixes. Also be able to validate any reports issues/ad hoc requests to run business reports
  • Manage end-user client relationship on a day to day basis
  • Resolve user queries as it relates to application support
  • Ability to maintain strong relationships with the local desktop support teams
  • Participate in and manage Incident Management and Problem Management processes to resolve Production issues and root cause analysis, resolution, and reporting
  • Maintain a knowledge base of known defects, issues, process, techniques etc. Update and manage problem tickets appropriately
  • Learn and be proficient with advanced user configuration options
  • Perform post-release testing after application upgrades and/or releases. Perform desktop testing on disaster recovery environments
  • Be proficient and / or willing to learn server side process management and configuration and we able to do light Production deployments
  • Be able to deploy applications and troubleshoot defects
  • Applications that will be supported will include, but not limited to: Loan IQ, Business Objects Reports and Firestar. Additional applications being on-boarded include ACBS, eCLIPs, Chase Warehouse Lending, Promerit,  Franchise Finance Website, Bulldog, ABLE, and Leasepak

Key Skills

  • Bachelors Degree in Computer Science, Engineering or Business
  • Knowledge of SQLs, UNIX, Oracle, J2EE will be beneficial and preferred.
  • Knowledge of MS Windows OS and MS SQL Server
  • Familiarity with AutoSyS job scheduler
  • Knowledge of Web based applications / architecture (certificates, IIS, Web Services)
  • Knowledge of Web Methods will be a huge plus
  • Ability to communicate directly with Business and Operations
  • Excellent communication skills, both written and oral
  • Excellent interpersonal skills, team player
  • Strong analysis, research, investigation and evaluation skills, with a structured approach to problem solving
  • Effective skill and experience regarding system behavior and resolution
  • Proven ability as a member of a team to communicate technical and production-related concepts to a broad range of technical and non-technical staff
  • Ability to work and effectively prioritize in a highly dynamic work environment that includes a global focus
  • Results oriented and highly flexible
  • Must possess the ability to quickly adapt to new systems



  • Mathematical or Computer Science background
  • Experience in a production application support role and/or financial industry support experience.
  • Understanding of Credit Markets, Loans, Agency business, P&L Management, some risk management.
  • Knowledge of Web Methods environment
  • Knowledge of Excel, MS Access, VBA
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