Application Production Support Analyst I

About the Role

The Application Production Support Analyst will assist in the monitoring and handling of all BBH distributed and mainframe platforms. The candidate will learn and utilize a broad range of skills in support of various IT disciplines. This is a fast-paced environment with frequent interactions with Business and Application teams. The employee will utilize their communications skills in effectively documenting incidents and provide timely updates to Sr. Management.

Shift: Monday through Friday (8am to 4pm (+1) EST) – U.S. based

Key Responsibilities

• Perform first-level support responsibilities for various platforms (Windows, Linux, Mainframe).
• Handle Mainframe and Distributed job scheduling responsibilities.
• Manage production activities via various mainframe and distributed tools.
• Initiate corrective actions in a professional and timely manner when applicable.
• Provide second-level phone support for a variety of desktop, application, security, and data accessibility incidents/requests.
• Perform Incident Management responsibilities, including managing incident tickets, collaborating with support teams, effective communication of issues, and detailed documentation of events.
• Manage the distributed scheduler infrastructure and handle application administration duties.
• Provide professional phone support to our global users and clients.
• Monitor transmissions from business partners and follow contingency plans, as needed.
• Serve as an escalation point for all system support teams.
• Perform testing activities as required by application developer teams.
• Create detailed incident, problem, and request documentation in support of user/client needs.
• Perform Data Center facilities management (Assets Mgmt, Change Mgmt, Security Administration).
• Direct vendor maintenance activities for all BBH locations.
• Continually help ensure that operational documentation, procedures, and standards are developed and maintained.
• Participate in small to medium-sized projects in support of department objectives.

Requirements & Tech Stack

• Basic understanding of mainframe and distributed software tools.
• Capability to perform first-level support for Linux and Windows platforms.
• Knowledge of standard desktop tools, such as Microsoft Office suite including Microsoft Outlook.
• Experience with mainframe and/or distributed scheduling concepts is a plus.
• Experience in an ITIL environment preferred.
• Fluency in English.

Qualifications

• Available for the applicable scheduled work week noted above.
• Available to work occasional overtime and some holidays.
• Motivated individual interested in working with other IT teams.
• Demonstrate customer service skills when performing second-level phone support of desktop, application, and security needs.
• Experience meeting deadlines and service deliverables.
• Ability to multi-task in a fast-paced environment.
• Strong organization and prioritization skills.
• Ability to effectively communicate technical concepts to non-technical colleagues.
• Flexibility, adaptability, and willingness to learn both new and existing technology.
• One of the following:
• BA/BS Information Technology, +1-3 years relevant experience preferred.
• Entry Level candidates with a BA/BS in Information Technology with sufficient relevant coursework, demonstrating a high level of technical knowledge and aptitude.
• H.S. + equivalent experience.