Technical Support Analyst


Company:: UBS AG - Investment Bank
Location:: New York City, NY
Job Type:: Full Time
Category:: Sales & Trading


Posted:: 4/11/2013

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Job Description

Your job will involve:
Application Support
-A proven ability to support a 24x7 global trading system
-A demonstrated ability to deliver application support within set targets or SLAs
-Contributing to the resolution of all major outages across the Production environment
-Supporting complex, distributed, multi-tiered trading applications
-Supporting complex eCommerce Web hosting infrastructure, including networks, DMZ's, firewalls, and Web/application servers with strict security requirements
-Working as part of a technical support team in an ITIL environment
-Participating in disaster recovery exercises
-Using metrics data to identify common problems and performing root cause analysis to aid problem
resolution
-Working knowledge of Agile / Scrum development techniques
-Experience of working closely with Agile development teams
-Experience with Remedy or other helpdesk / Service Management tools
-Knowledge of one more of the following technologies: Oracle, Java, Rich Internet Applications
-Balancing the requirements of daily support issues while keeping abreast of future developments and
enhancements that will impact services
-Knowledge of change and release management best practises
-Working closely with application development teams and business groups
Quality
-Maintaining standards and ensuring that they adhered to, as well as proactively trying to add to these
standards whenever possible
-Working proactively and cooperatively to increase the capabilities of the support team
Communication
-Must be able to communicate effectively with other development team members, business managers and
end users
-Must be able to participate in discussions within the team, communicating any issues that have a projectwide
scope to the necessary level
-Must be able to build relationships and work closely with our development colleagues around the globe
-Sharing best practices with other support teams across UBS
Motivation
-Must be self-motivated, setting a high level of professionalism and excellence
-Overall you should be confident, enthusiastic and proactive.

You are a Technical Support Analyst with:
-Experience of providing first- and second-line support and managing escalations to development teams
-Experience of meeting and exceeding aggressive SLA and system availability targets
-Experience of supporting eCommerce applications
-Experience of supporting eCommerce Web hosting infrastructure, including networks, DMZ's, firewalls, and
Web / application servers
-Experience of ITIL Service Management
-Strong analytical skills and the ability to contribute to improvements in system availability and aid problem resolution
-Working knowledge of SQL and RDBMS databases
-Ability to navigate around Unix / Linux environments
-Experience of working in an Agile environment
-Quick learner
-Ability to prioritise and organise
-Results driven - able to deliver good quality accurate solutions to tight timescales
-Conscientious - always give 100% to tasks assigned
-Versatile - able to multi-task
-Team player - must be able to work and participate within a large professional team
-Professional - expect to work the hours the job demands
-Excellent communication skills
-Strong problem solving skills

It would be desirable for the candidate to have:
-Knowledge of one or more of the following businesses: Foreign Exchange, Fixed Income, Commodities, Research, Credit Risk, Equities, Money Markets, Exchange Traded Derivatives, or similar
-Knowledge of internal / external messaging systems
-Understanding of capacity and availability management
-A good understanding of messaging protocols (FIX, SWIFT, XML, FpML, TOF, proprietary etc.)

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