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6 Technical Support Resume Examples - Here's What Works In 2024

Since the entire world is thriving in an it environment, there is a greater demand than ever for technical support. giving technical support includes managing, maintaining, and handling it systems as needed. our technical support resume guide can be useful if you are a tech-savvy job seeker in the field. filled with tips and downloadable templates, make yourself an impressive resume.

Many businesses are relocating online so they can effectively save time and resources. But to do that, they must always make sure that their IT systems are fault-free. That’s where the demand for technical support comes in!

Technical support offers to monitor computer systems without fail and immediately perform bug fixes when they arise. They are also responsible for troubleshooting problems, diagnosing solutions as well as configuring hardware and software. Apart from that, technical support often helps out individuals virtually in solving their specific problems too!

This profession requires an educational background and a vast knowledge of computer and IT systems. Being technical and analytical are must-have qualities that tech support must possess because it makes them effective in their jobs. 

If you’re looking to make your resume impressive to recruiters, our technical support resume guide can help you determine how to do so! A good resume requires concise and relevant [information that employers are actively seeking from applicants. Let’s take a look into what makes for successful technical support resumes!

Technical Support Resume Templates

Jump to a template:

• Software Support Technician
• Software Product Support Analyst
• Technical Support Specialist
• Technical Support Engineer
• Application Support Engineer

Jump to a resource:

• Keywords for Technical Support Resumes

Technical Support Resume Tips

• Action Verbs to Use
• Related Engineering Resumes

Get advice on each section of your resume:

Template 1 of 6: Software Support Technician Resume Example

Have you ever used the tech support chat to solve a random problem on any software like Microsoft? The person helping you out with a solution is a software support technician. A software support technician is in charge of fixing software application problems, identifying system errors, and documenting solutions. They improve the customer experience within SaaS companies! To efficiently produce support tickets and resolve customers' difficulties, a software support technician needs to be very organized, have great communication, and have computer tool and application navigational abilities. Academically, you will need to have a bachelor's degree in computer science or IT support as well as some prior experience working as a support technician. This is how you make an interesting software support technician resume:

We're just getting the template ready for you, just a second left.

Tips to help you write your Software Support Technician resume in 2024

   display your academic success in computer and information technology..

Employers need candidates with experience in computer science and knowledge of the subject. To grab their attention, be sure to highlight your degrees, certifications, and any merit-based honors in the field.

   Highlight important problem-solving achievements in your career.

Before users became aware of the software server's outage, did you diagnose any issues? Have customers praised your customer service abilities in reviews? In a prior position, did you create simple FAQs? Your resume should include these. It helps potential employers identify you as a practical and technical solution to their tech problems.

Skills you can include on your Software Support Technician resume

Template 2 of 6: software product support analyst resume example.

One step above the corporate ladder is the software product support analyst. As a software product support analyst, you’re often required to communicate directly with consumers facing issues. You are expected to assist and advise solutions to software problems such as malfunctions and bugs. Most job postings require a bachelor's degree in IT or computer science. Having a few years of experience in the field is always considered a bonus as it shows you are an analytical and experienced employee, who can provide valuable service. Let’s view an example of a good software product support analyst's resume:

Tips to help you write your Software Product Support Analyst resume in 2024

   show your knowledge of remote desktop support systems like teamviewer..

As a software product support analyst, you must work well in a team. Therefore, employers are more likely to want you on board if you mention that you are familiar with and flexible with working in teams by mentioning your expertise in remote-working platforms like TeamViewer or Zoho Assist.

   Mention your familiarity with networking systems and protocol.

A technical support professional is helpful to businesses if they know several operating systems. Include your operating system qualifications, but don't be afraid to mention that you also hold other technical credentials like CCNA, CNCT, CCENT, or CCNP.

Skills you can include on your Software Product Support Analyst resume

Template 3 of 6: technical support specialist resume example.

Let's chat about crafting resumes for a Technical Support Specialist role. This position is all about trouble-shooting, problem-solving, and, most importantly, communication. With remote work becoming the norm due to recent trends, these roles have expanded beyond local offices into global teams. When writing your resume, it's important to convey not just your technical efficiencies, but also your ability to explain complex issues in a clear and understandable manner. Remember, a tech support specialist is the bridge between sophisticated tech systems and their less tech-savvy users. Your future employer needs to know that you have a good grasp of both the technology you'll be supporting and the communication skills necessary to interact effectively with clients. No matter how complex the issue, the users will expect a simple and practical solution. Your resume should reflect your ability to excel in such scenarios and should highlight your understanding of the latest industry trends.

Tips to help you write your Technical Support Specialist resume in 2024

   highlight your problem-solving skills.

Highlight instances in your past roles where you went above and beyond to resolve a complex technical issue. Rather than focusing solely on the technical aspect, emphasize how you communicated the solution to non-technical team members or clients. Tech support isn't just about fixing things; it's about helping people understand what went wrong and how it was fixed.

   Demonstrate your expertise with remote support tools

With more teams working remotely, ability to use online technical support tools has become a must. Mention specific remote support tools you are familiar with, like Zendesk or TeamViewer. This shows you're prepared for the new reality of remote technical support.

Skills you can include on your Technical Support Specialist resume

Template 4 of 6: technical support specialist resume example.

Technical support specialists overlook problems that are beyond technical support representatives. They have greater knowledge of computer software and hardware. These specialists are focused on attending to technical requests to ensure productivity. Your job will require you to show excellent problem-solving and troubleshooting skills. Having great communication and the ability to explain things in layman’s terms will be useful because tech support specialists are relayers of information in a chain of teams. Here’s what a successful technical support specialist resume looks like:

   Quantify your achievements in numerical figures.

Quantifying your success is the finest strategy to draw in a new company. You can say how many support tickets you successfully resolved or how many bug-fixing reports you sent. You can also state how many individuals you were able to carry in a team if you have experience leading teams. Your resume will stand out with these numbers!

   Include relevant customer support experience from previous jobs.

One crucial skill that recruiters look for is the ability to communicate information to customers. If you list employment experience connected to customer support on your resume, it will speak for you. Working in retail or a call center are two examples of this!

Template 5 of 6: Technical Support Engineer Resume Example

Researching and resolving customer issues regarding computer systems and software comes in the job description of a technical support engineer. They have additional tasks such as designing software, developing maintenance plans, and configuring systems to ultimate optimizations as well! Due to the intensely technical nature of this job, you need to have a bachelor's degree in Engineering along with work experience as a tech support engineer. Your knowledge of API and web services counts as a plus point because it makes you helpful to the corporate. Here’s a template of a technical support engineer resume:

Tips to help you write your Technical Support Engineer resume in 2024

   mention personal projects that showcase your range of skills..

Recruiters want to know if you can handle an array of systems and software (pun intended). Your resume should be rich in showcasing personal projects that use multiple programming languages and technology like NoSQL, Support Tickers, Project management, and Servers.

   Include career highlights that show an attentive and team-working attitude.

Being tech-savvy is not the only thing that you need to work effectively as a technical support engineer. The work experience portion of your resume should include instances where you can mention your teamwork attitude. Use words such as “led”, “resolved”, “overcame” and “created” to highlight these instances.

Skills you can include on your Technical Support Engineer resume

Template 6 of 6: application support engineer resume example.

When businesses want to streamline their operations, they seek an application support engineer. These engineers are responsible to overlook the installation and maintenance of software applications important to the business, assisting wherever necessary. Being an application support engineer means being an expert on software stacks and timely debugging and maintaining software. They need to be communicative and responsible with time, along with having a bachelor’s degree in computer science or information technology. If this job sounds like the one you’re seeking, we have a great resume template for you to take inspiration from!

Tips to help you write your Application Support Engineer resume in 2024

   demonstrate technical programming skills through projects..

Your projects that are built upon various programming languages and frameworks can make a difference to your resume. Some of the most important languages that employers often look for are Java, C++, Javascript, .Net languages as well as HTML. Some framework examples can include Emmet, jQuery, Bootstrap as well as Sass.

   Show your abilities in using common software tools.

Experience with data management, online platform development, and proprietary business software can help your resume stand out. It demonstrates your capacity for successfully managing the technical components of your profession and establishes your skills before you even get the job! Some of these software includes Apache Hadoop and Ajax.

Skills you can include on your Application Support Engineer resume

As a hiring manager who has recruited technical support professionals at companies like Google, Microsoft, and Apple, I know what it takes to create a standout resume in this field. The following tips will help you showcase your skills and experience in a way that catches the attention of potential employers and sets you apart from other candidates.

   Highlight your technical expertise

Employers want to see that you have the technical skills needed to excel in a technical support role. Be sure to highlight your expertise in the following areas:

• Operating systems like Windows, Mac OS, and Linux
• Hardware components such as servers, routers, and switches
• Networking protocols and troubleshooting techniques
• Remote desktop and screen sharing tools

Avoid simply listing these skills without context. Instead, provide specific examples of how you've used them to solve problems and support end-users. For example:

Resolved complex network connectivity issues by analyzing packet captures using Wireshark and implementing firewall rule changes to restore service for over 500 users.

   Quantify your impact with metrics

Numbers speak louder than words when it comes to demonstrating your value as a technical support professional. Use metrics to quantify the impact of your work, such as:

• Number of tickets resolved per day/week/month
• Average resolution time for support requests
• Customer satisfaction scores or ratings
• Percentage reduction in escalations or repeat issues

Avoid vague statements that lack context, like:

• Handled a high volume of support tickets
• Provided excellent customer service

Instead, be specific and use numbers to back up your claims:

• Consistently resolved an average of 50+ support tickets per week while maintaining a 98% customer satisfaction rating
• Reduced average ticket resolution time by 30% through process improvements and automation

   Showcase your problem-solving skills

Technical support is all about troubleshooting and problem-solving. Employers want to see examples of how you've used your analytical skills to diagnose and resolve complex issues. When describing your experience, focus on:

• The specific problem or challenge you faced
• The steps you took to investigate and identify the root cause
• The solution you implemented to resolve the issue
• The impact of your resolution (e.g. number of users affected, system downtime avoided)

For example:

Investigated and resolved a critical application performance issue affecting over 10,000 users worldwide. Collaborated with development teams to identify a memory leak in the code and implemented a patch, restoring normal operation within 2 hours and preventing an estimated $50,000 in lost productivity.

   Highlight your communication skills

As a technical support professional, you'll often need to explain complex technical concepts to non-technical users. Employers want to see that you have strong communication skills and can adapt your language to your audience. In your resume, include examples of how you've:

• Clearly explained technical solutions to end-users
• Created user guides, knowledge base articles, or other documentation
• Collaborated with cross-functional teams to resolve issues
• Presented technical information to stakeholders or leadership

Created a series of user guides and video tutorials on common IT issues, reducing helpdesk ticket volume by 25% and empowering users to resolve basic problems on their own.

   Include relevant certifications and training

In the technical support field, certifications demonstrate your knowledge and commitment to staying current with industry best practices. Be sure to include any relevant certifications you hold, such as:

• CompTIA A+, Network+, or Security+
• Microsoft Certified Solutions Expert (MCSE)
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation

In addition to certifications, highlight any relevant training or professional development you've completed. This could include vendor-specific courses, online learning platforms like Coursera or Pluralsight, or in-person workshops and conferences.

Remember, the key is to focus on certifications and training that are directly relevant to the technical support role you're seeking. Avoid listing certifications that are outdated or not applicable to the position.

   Tailor your resume to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every application. To stand out, you need to tailor your resume to the specific job description and company. Here's how:

• Read the job description carefully and identify the key skills, experience, and qualifications required
• Highlight the parts of your background that match these requirements, using similar language and keywords
• Include specific examples and metrics that demonstrate your fit for the role
• Research the company and industry, and incorporate any relevant insights or terminology

For example, if the job description emphasizes experience with cloud computing platforms like AWS or Azure, be sure to highlight any relevant projects or certifications you have in this area. If the company is known for its commitment to customer service, include examples of how you've gone above and beyond to support end-users.

By tailoring your resume to the specific job and company, you'll show employers that you've done your research and are a strong fit for the role.

Writing Your Technical Support Resume: Section By Section

  header, 1. put your name front and center.

Your name should be the largest text on your resume, typically 14-16pt font. It's best to use the name you use in professional contexts, which is likely the same one on your LinkedIn profile.

Make sure your name is on its own line and stands out from the rest of your contact details:

• John Q. Smith
• 123-456-7890 | [email protected] | linkedin.com/in/johnqsmith

Avoid these common mistakes:

• JOHN QUINCY SMITH (all caps looks unprofessional)
• John Smith, Technical Support Specialist (no job titles)
• John Smith, 123 Main St, New York, NY 10001, 123-456-7890, [email protected] (full address is unnecessary)

2. Include essential contact details

In addition to your name, your header should contain:

• Phone number
• Professional email address
• LinkedIn profile URL
• City and state (optional)

Technical support roles often require troubleshooting via phone, so listing your number is important. Use a professional email with a simple format like [email protected] . Avoid outdated domains like AOL or Hotmail that might age you.

Bad example:

• [email protected]

Good example:

If you have a strong LinkedIn profile, include the URL. Recruiters often cross-reference it with your resume. Just use the unique part after linkedin.com/, not the full link.

Tip: Ensure your LinkedIn is as compelling as your resume. Use our free LinkedIn Review tool to optimize your profile and showcase your technical support expertise.

3. Keep it clean and simple

Stick to a clean, easy-to-read design for your header. Use a common font like Arial or Calibri. Bold your name and consider using light dividing lines to separate it from your other details.

John Smith ———————— [email protected] | 212-555-1234 | New York, NY | linkedin.com/in/jsmith

Avoid graphics, photos, logos or other embellishments in your header. Applicant tracking systems can have trouble parsing those elements. Busy hiring managers also prefer simple, straightforward headers.

Remember, the goal is to make it easy for recruiters to know who you are and how to contact you. An uncluttered header with key details does the job best.

  Summary

A resume summary for technical support roles is optional. It can be beneficial if you're making a career change and your past experience doesn't directly align with technical support, or if you're an experienced professional with many years in the field. A summary allows you to provide additional context and highlight key skills that may not be immediately apparent from your work history alone.

However, avoid using an objective statement, as they are outdated and focus on your own goals rather than how you can contribute to the company. Instead, use your summary to showcase your most relevant qualifications and the value you bring to a technical support position.

To learn how to write an effective resume summary for your Technical Support resume, or figure out if you need one, please read Technical Support Resume Summary Examples , or Technical Support Resume Objective Examples .

1. Tailor your summary to the specific role

When crafting your technical support resume summary, it's crucial to align it with the specific job requirements. Many candidates make the mistake of using a generic, one-size-fits-all summary:

Experienced IT professional seeking a challenging technical support position to utilize my skills and grow my career.

Instead, highlight your most relevant technical support qualifications and the value you offer:

Technical Support Specialist with 5+ years of experience troubleshooting and resolving complex hardware, software, and network issues. Skilled at communicating with non-technical users and providing exceptional customer service. Seeking to leverage my expertise to improve customer satisfaction and retention for [Company Name].

2. Quantify your achievements

When possible, use numbers and metrics to quantify your accomplishments in your summary. This helps provide concrete evidence of your abilities and makes your summary more impactful. Compare the following examples:

• Experienced in resolving technical issues and providing customer support

Instead, quantify your experience like this:

• Resolved an average of 50+ technical support tickets per week while maintaining a 95% customer satisfaction rating

By incorporating numbers, you give hiring managers a tangible sense of your capabilities and the level of impact you can bring to their technical support team.

3. Showcase your technical and soft skills

A standout technical support resume summary should highlight both your technical expertise and your soft skills. Technical skills demonstrate your ability to troubleshoot and resolve issues, while soft skills show you can effectively communicate with and support customers.

Include specific technical skills, tools, and methodologies you're proficient in:

• Proficient in Windows, macOS, iOS, and Android troubleshooting
• Experienced with remote desktop tools, ticketing systems, and knowledge bases

Complement these with relevant soft skills:

• Excellent active listening and problem-solving abilities
• Strong written and verbal communication skills

By showcasing both skill sets in your summary, you demonstrate that you have the well-rounded expertise needed to excel in a technical support role.

  Experience

Your work experience section is the heart of your resume and should effectively demonstrate your ability to excel in a technical support role. Highlight your most relevant and impressive accomplishments, and show the impact you've made in previous positions.

1. Focus on customer service and problem-solving skills

Emphasize your customer service expertise and problem-solving abilities, as these are crucial for success in technical support roles. Showcase specific examples of how you've assisted customers and resolved complex issues.

• Resolved an average of 50+ customer inquiries daily, maintaining a 95% customer satisfaction rating
• Troubleshot and resolved complex software issues, reducing average ticket resolution time by 25%

Avoid generic statements that don't highlight your specific contributions:

• Responsible for answering customer questions
• Helped customers with technical problems

2. Highlight technical expertise and tools

Demonstrate your proficiency with relevant technical tools, systems, and methodologies used in your previous roles. This showcases your ability to adapt to new technologies and work efficiently.

• Expertly navigated Zendesk CRM to manage and prioritize customer tickets
• Utilized advanced troubleshooting techniques to diagnose and resolve network connectivity issues

Compare this to a resume that lacks specific tools and technologies:

• Used a ticketing system to manage customer inquiries
• Helped customers with network problems

3. Quantify your achievements with metrics

Whenever possible, use metrics to quantify your achievements and demonstrate the impact of your work. This helps hiring managers understand the scale and scope of your contributions.

• Implemented a new troubleshooting guide, reducing average call handle time by 90 seconds
• Maintained a first-call resolution rate of 85%, surpassing team targets by 15%

Improved efficiency by creating a troubleshooting guide and consistently met first-call resolution targets

While this example mentions positive achievements, it lacks the specific metrics that make the accomplishments more tangible and impressive.

4. Showcase promotions and career growth

If you've been promoted or taken on additional responsibilities in your previous technical support roles, make sure to highlight this in your work experience section. This demonstrates your ability to grow and succeed within an organization.

• Promoted to Senior Technical Support Representative after consistently exceeding performance targets
• Trained and mentored a team of 5 junior support representatives, contributing to a 20% increase in overall team efficiency

Avoid downplaying your career progression with vague statements:

• Worked as a Technical Support Representative and then got promoted
• Helped train new team members

  Education

The education section of your technical support resume should be concise and highlight your most relevant qualifications. It's important to tailor this section to the specific job you're applying for, emphasizing the skills and knowledge that are most valuable in the technical support field.

1. List your highest degree first

Start with your most recent or highest level of education, such as a bachelor's or associate's degree in a relevant field like computer science, information technology, or engineering. If you have multiple degrees, list them in reverse chronological order.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2020

2. Include relevant coursework and projects

If you're a recent graduate or have limited work experience, highlighting relevant coursework and projects can demonstrate your skills and knowledge to potential employers. Focus on courses and projects that showcase your technical abilities, problem-solving skills, and customer service experience.

• Relevant Coursework: Network Administration, Database Management, Software Troubleshooting
• Senior Project: Developed a user-friendly troubleshooting guide for common software issues, reducing support ticket response time by 20%

3. Showcase technical certifications

In the technical support field, certifications can be just as valuable as traditional degrees. If you have earned any relevant certifications, such as CompTIA A+, Network+, or ITIL, include them in your education section or create a separate 'Certifications' section.

CompTIA A+ Certification Earned: September 2021

For senior-level technical support professionals, it's important to keep the education section concise and focus on your most impressive qualifications. Avoid listing outdated or irrelevant certifications, as they may distract from your more recent achievements.

4. Tailor your education section to the job

When applying for technical support positions, it's essential to customize your education section to highlight the skills and knowledge that are most relevant to the specific job. Review the job description carefully and emphasize the qualifications that match the employer's requirements.

For example, if the job description mentions a preference for candidates with experience in a specific operating system or software, make sure to highlight any related coursework or certifications you have.

• Bachelor of Arts in English Literature
• Relevant Coursework: Creative Writing, British Literature, Poetry Analysis
• Bachelor of Science in Information Technology
• Relevant Coursework: Operating Systems, Network Security, Technical Writing

Action Verbs For Technical Support Resumes

Actions speak louder than words. But for a technical support resume, action words speak the loudest to recruiters. Your profile should show words like … and … to display your ability to work best as technical support personnel. It is the profession where your past performance plays a great role so make sure to add these action verbs to your resume wherever possible:

• Troubleshoot
• Implemented

For more related action verbs, visit IT Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Technical Support Resumes

Skills for technical support resumes.

What goes into creating solid technical support? It certainly helps to have a solid grasp of programming languages and networks. But it's not just scientific and technology-based; it also involves sharing ideas and working in teams to find solutions to a wide range of issues. Effective time and project management is another skill that technical support must possess.

Having certifications in technical engineering, university degrees along with relevant hard skills should be included in your resume. They help recruiters identify a successful applicant who is experienced in the field and has solutions to all problems. Here is a list of all skills that you should include in your resume as long as you possess them:

• Technical Support
• Troubleshooting
• Active Directory
• Windows Server
• Operating Systems
• Software Installation
• System Administration
• Computer Hardware
• Network Administration
• Microsoft Access
• Engineering
• Telecommunications
• Virtual Private Network (VPN)
• IT Service Management
• Project Management
• Domain Name System (DNS)
• Dynamic Host Configuration Protocol (DHCP)
• Internet Protocol Suite (TCP/IP)
• Customer Service

How To Write Your Skills Section On a Technical Support Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Technical Support Resumes

This word cloud highlights the important keywords that appear on Technical Support job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other engineering resumes, cloud engineer.

Desktop Support

IT Specialist

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Production Support Engineer Resume Examples

Writing a resume for a Production Support Engineer can be a challenging task. After all, you need to demonstrate the technical expertise and qualifications required for the job. Fortunately, there are a few basic tips and examples you can use to make the process a little easier. This guide will provide simple advice on how to create an effective resume for a Production Support Engineer, as well as provide several examples of resumes to get you started. With this information, you will be on your way to crafting a resume that will make you stand out from the competition.

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Production Support Engineer

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am a highly experienced Production Support Engineer with expertise in maintaining complex software and IT systems. With my extensive technical background and superior customer service skills, I am able to ensure that customer- facing issues are resolved quickly and efficiently. I bring a proven track record of creating and maintaining production support plans, supervising production deployments, and performing system maintenance and troubleshooting.

Core Skills :

• Production Support Design and Deployment
• System Maintenance and Troubleshooting
• Technical Support and Customer Service
• Knowledge of Professional Software Applications
• IT Infrastructure Design and Implementation
• Network Security
• System Optimization
• Scripting and Automation

Professional Experience :

Production Support Engineer, XYZ Information Technology Company, New York, NY | 2017 – Present

• Design and implement production support plans for IT systems and services
• Troubleshoot and resolve customer- facing issues in a timely manner
• Monitor system performance, identify and resolve system issues
• Supervise and coordinate software deployment and release processes
• Manage system configuration and create scripts to automate processes
• Develop test plans and system maintenance protocols

Education :

Bachelor of Science in Computer Science, ABC University, New York, NY | 2016

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Production Support Engineer Resume with No Experience

• Recent college graduate with a Bachelor’s degree in Computer Science, offering expertise in production- related operations and system maintenance.
• Possesses an eagerness to learn new technologies and deliver quality results in a fast- paced environment.
• A highly confident individual with a passion for customer service excellence.
• IT Infrastructure Maintenance
• System Troubleshooting
• Software Installation & Configuration
• Problem Identification & Resolution
• Data Analysis & Processing
• Project Management
• Strong Communication
• Networking & Security

Responsibilities

• Maintain and monitor current production systems, hardware, applications and databases.
• Troubleshoot, analyze and resolve production issues.
• Install, configure and test new hardware and software in the environment.
• Provide technical support and guidance to other production support teams.
• Develop and implement system maintenance and security processes.
• Perform data analysis and data processing tasks.
• Develop and implement system requirements for high- performance production operations.
• Identify areas for process improvement and provide innovative solutions.

Experience 0 Years

Level Junior

Education Bachelor’s

Production Support Engineer Resume with 2 Years of Experience

Highly experienced Production Support Engineer with two years of experience in problem solving and analyzing data to create efficient solutions for production processes. I am proficient in identifying areas for improvement and developing strategies to improve workflow, increase efficiency, and reduce downtime. I have excellent communication, problem- solving, and organizational skills.

• Analytical and problem- solving skills
• Organizational and multitasking skills
• Excellent communication skills
• Ability to quickly learn and adapt to new software
• Proficiency in developing strategies to improve workflow and reduce downtime
• Proficiency in troubleshooting and debugging
• Proficiency in data analysis

Responsibilities :

• Analyzing data to identify areas for improvement in the production process
• Developing strategies to improve workflow, increase efficiency, and reduce downtime
• Managing production workflows and monitoring turnaround times
• Identifying and resolving production issues in a timely manner
• Troubleshooting and debugging production issues
• Implementing changes to improve production process
• Collaborating with other departments to ensure smooth production process
• Creating and maintaining production documentation
• Providing technical support for production- related issues

Experience 2+ Years

Production Support Engineer Resume with 5 Years of Experience

Highly motivated and knowledgeable Production Support Engineer with 5+ years of experience in the IT industry. Focused on providing support to production applications, hardware, and systems. Experienced in maintaining production operations and resolving incidents with minimal disruption. Proven expertise in troubleshooting and documenting technical issues and leveraging scripting languages to automate processes. Dedicated to delivering excellent customer service and adapting to rapidly changing environments.

• IT troubleshooting & problem- solving
• Incident & problem management
• System monitoring & maintenance
• Server installation & configuration
• Scripting & automation
• Database & network performance optimization
• Documentation & reporting
• Customer service
• Ensure effective incident management and resolution of production issues.
• Monitor application, hardware, and system performance to identify potential issues.
• Deploy and configure servers, operating systems, and applications.
• Write and execute scripts to automate processes and reduce errors.
• Perform database and network performance optimization to improve speed and reliability.
• Document system configurations and incidents to ensure accurate conclusions.
• Maintain IT systems, networks, and process documentation.
• Provide excellent customer service while responding to technical queries.
• Analyze and identify trends to develop proactive solutions.

Experience 5+ Years

Level Senior

Production Support Engineer Resume with 7 Years of Experience

Highly experienced and dedicated Production Support Engineer with 7 years of experience in providing technical support and maintaining production systems. Possess strong problem- solving and troubleshooting skills, and ability to respond to inquiries in a timely and professional manner. Demonstrated ability to work in a fast- paced environment and maintain professionalism and composure at all times.

• Systems management
• Troubleshooting and problem- solving
• Systems analysis and design
• Performance tuning and optimization
• Database administration
• Technology Integration
• Software installation and configuration
• Provided technical support to production systems
• Analyzed system performance and identified areas for improvement
• Installed and configured software and hardware
• Performed regular maintenance and upgrades to systems
• Responded to technical inquiries in a timely and professional manner
• Resolved systems issues and problems
• Developed and implemented monitoring procedures and mechanisms

Experience 7+ Years

Production Support Engineer Resume with 10 Years of Experience

An experienced Production Support Engineer offering 10 years of experience in client- facing support roles. Demonstrated ability to troubleshoot and resolve technical issues related to production line machines, systems and equipment. Proven record of effectively providing technical support, maintenance, and training to ensure uninterrupted operations. Skilled in identifying and implementing process improvements to drive efficiency.

• Troubleshooting and resolving technical issues
• Client- facing support roles
• Maintenance and repair
• Process improvement
• Technical training
• Quality control
• Cost reduction
• Systems monitoring
• Problem- solving
• Responded to customer support requests and complaints promptly and efficiently
• Maintained and repaired machines and equipment on the production line to ensure operational efficiency
• Monitored systems constantly to detect any malfunctions and take corrective action as necessary
• Provided technical training to production staff to ensure proper operation of machines and equipment
• Implemented cost- reduction strategies and process improvements to increase efficiency and reduce downtime
• Assisted in troubleshooting and resolving technical issues related to production line machines and equipment
• Developed and implemented automation processes to streamline production
• Provided quality control to ensure uniformity and accuracy in the production process
• Collaborated with cross- functional teams to develop new production techniques and procedures as needed.

Experience 10+ Years

Level Senior Manager

Education Master’s

Production Support Engineer Resume with 15 Years of Experience

An experienced and versatile Production Support Engineer with over 15 years of professional experience in troubleshooting production issues, resolving software hardware issues, and providing technical support. Proven ability to handle complex technical issues and providing timely solutions. Adept at managing system resources and utilizing them in the most efficient way to ensure maximum performance. Possesses excellent organizational and communication skills that help in providing a superior customer experience.

• Troubleshooting
• Software and hardware support
• System resource management
• Performance troubleshooting
• Analytical and problem solving
• Excellent communication and organizational skills
• System analysis
• Technical documentation
• Meticulous and detail- oriented
• Resolving various technical issues related to production
• Analyzing complex technical problems and developing solutions
• Managing system resources and optimizing performance
• Working with the development team to troubleshoot production issues
• Identifying system bugs and developing fixes
• Developing technical documentation for production systems
• Monitoring system performance and troubleshooting errors
• Providing technical support for production personnel and customers
• Training team members on various technical issues related to production

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Production Support Engineer resume?

A Production Support Engineer is a technical professional who ensures that production systems are running as expected and efficiently troubleshoots any issues that arise. A Production Support Engineer resume should include the following:

• A summary of qualifications that demonstrates the candidate’s experience in troubleshooting complex systems and understanding of production support principles.
• An overview of the candidate’s experience in production support engineering, including technical experience in systems monitoring, patching, and configuration management.
• A list of technical skills relevant to production support engineering, such as knowledge of operating systems, scripting languages, and networking protocols.
• Experience in automating processes, implementing system improvements, and resolving user and system issues.
• Demonstrated ability to work independently and as part of a team in a fast-paced environment.
• Strong communication skills, with the ability to explain technical concepts to non-technical stakeholders.

What is a good summary for a Production Support Engineer resume?

When creating a resume for a Production Support Engineer position, it is important to keep the summary short yet effective. A Production Support Engineer is responsible for providing technical support to ensure the smooth running of production. A summary should highlight the individual’s expertise in problem solving, troubleshooting, and providing technical training and education. Additionally, the summary should showcase an understanding of the associated technologies and tools used on the job. It should also demonstrate the individual’s dedication to customer service, communication skills, and team-oriented attitude. By including these key points in the summary, a Production Support Engineer resume will stand out in the job market.

What is a good objective for a Production Support Engineer resume?

A production support engineer is responsible for managing, troubleshooting and maintaining the production environment of an organization. A good objective for a production support engineer resume should highlight the candidate’s knowledge and experience in this field, as well as their ability to ensure the smooth operation of the production environment.

The following are good objectives for a production support engineer resume:

• To obtain a position as a production support engineer and utilize my extensive knowledge and experience in production engineering to ensure the efficient and reliable operation of the organization’s production environment
• To take advantage of my experience in troubleshooting and resolving production environment related issues in order to improve the stability and performance of the production environment
• To leverage my strong problem-solving skills and knowledge of best practices to ensure the proper functioning of the production environment and make it more reliable
• To use my knowledge of different scripting languages to automate and streamline the production environment for improved efficiency and productivity
• To contribute to the organization’s success by providing technical expertise, strong problem-solving skills, and dedication to customer service
• To utilize my communication and interpersonal skills to develop strong relationships with internal and external stakeholders in order to ensure the smooth functioning of the production environment

How do you list Production Support Engineer skills on a resume?

When creating a resume for a Production Support Engineer role, it’s important to focus on the skills and qualifications that make you a strong candidate for the position. Depending on the organization, employers may be looking for a wide range of skills and experience, from technical knowledge to customer service understanding. Here are some key skills to consider listing on your resume as a Production Support Engineer:

• System Installation and Configuration: As a Production Support Engineer, you should have a deep understanding of how to install, configure and maintain production systems to ensure they are secure and running efficiently.
• Technical Troubleshooting: You should be able to identify and diagnose technical problems within production systems and networks, and be able to provide solutions to fix them.
• Server Administration: Employers will expect you to possess a strong understanding of server administration, including setting up and managing server systems and networks.
• Network Security: You should be knowledgeable in network security practices to ensure production systems and data are secure from unauthorized access.
• Customer Service: As a Production Support Engineer, you should have excellent customer service skills to provide technical support for users and resolve any issues.
• Problem Solving: You should have strong problem-solving skills to be able to quickly identify and address technical issues in production systems.

By including these skills in your resume, you’ll be able to demonstrate to employers that you have the necessary qualifications and experience to be a successful Production Support Engineer.

What skills should I put on my resume for Production Support Engineer?

As a Production Support Engineer, it is important to have a strong resume highlighting your technical skills and experience in order to stand out among the competition. Here are some skills to consider including on your resume:

• Knowledge of Systems Engineering Methods: You should be familiar with engineering principles and processes as well as the fundamentals of computer systems and programming.
• Troubleshooting and Problem Solving: You should be able to troubleshoot and diagnose complex technical problems and develop effective solutions.
• Communication: You should have excellent verbal and written communication skills in order to communicate effectively with both technical and non-technical personnel.
• Technical Writing: You should have the ability to write technical reports and documents that are informative, concise, and easy to understand.
• Documentation: You should be proficient in creating and maintaining technical documentation, such as user manuals and system diagrams.
• Analytical Thinking: You should have strong analytical and problem-solving skills in order to identify and resolve issues in a timely manner.
• Interpersonal Skills: You should be able to work well with diverse teams and interact professionally with customers and colleagues.
• Team Leadership: You should have the ability to lead a team in a positive and supportive manner.

These are just a few of the skills you should include on your resume in order to stand out from the competition and demonstrate your abilities as a Production Support Engineer. Be sure to emphasize your technical abilities and experience in order to be considered for the position.

Key takeaways for an Production Support Engineer resume

An effective Production Support Engineer resume should highlight a candidate’s knowledge of production systems and the ability to troubleshoot and resolve issues quickly. The key takeaways to include on a Production Support Engineer resume are as follows:

• Demonstrate expertise in developing, testing, and deploying production software.
• Highlight experience with systems monitoring, performance tuning, and system security.
• Showcase knowledge of specific software or systems used in production environments.
• Showcase a strong understanding of networking protocols and security.
• List production support experience, such as troubleshooting, problem solving, and system maintenance.
• Demonstrate experience in developing and implementing automation solutions.
• Prove ability to work in a team environment, leading technical discussions and providing solutions.
• Showcase a strong customer service focus and excellent communication skills.
• List certifications demonstrating knowledge in production systems.

Following these key takeaways for an Production Support resume will help candidates to make a strong impression and demonstrate their ability to provide high-quality support in production environments.

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Production Support Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the production support job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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• To work with Production Support Manager for system support matters for respective delivery, infra & network teams and external vendors/service providers
• Work with team members to identify areas of focus, where training may improve team performance, and improve incident resolution
• Assist team members in setting performance targets; and manages performance against them
• Work with Release Management and Transition Management on application configurations changes
• Assists in the creation of radio advertising and station promotions by providing administrative project or process support to department managers or staff
• Assists production Manager in cycle counting inventory, opening work orders, issuing components and lot numbers and general prioritization of WIP
• Provides business specific metrics for production management for current and potential issues – provide thresholds to ensure timely remediation
• Execute performance and career development discussions
• Provide continuous monitoring and improvement of systems – job automation, performance tuning, capacity planning
• Leads efforts to improve operational efficiencies and implement Run Time Improvements (RTI) developed by the Applications team
• Establishes a positive work environment conducive to collaboration and teamwork
• Liaise with Delivery, Infra, Network and vendor teams on support matters – performance & upgrades/migration
• Perform onsite reviews on behalf of client and recommend improvements for efficiency; maintain client engagement
• Manage Production workflow and level 1 Support
• Works with team members to identify areas of focus, where training may improve team performance, and improve incident resolution
• Work alongside Development to improve quality and efficiency of processes
• Execute special studies as directed by Section Managers to understand and fix performance
• May periodically assist in orienting, training, assigning and checking the work of others
• Execute special studies as directed by Section Managers to understand performance
• Works with Prod Support Lead and or Prod Support Manager to discuss potential process improvement opportunities identified
• Execute special studies as directed by Section Managers to understand line performance
• Knowledge of basic computer skills
• Aerospace experience with inventory and shop floor scheduling using SAP highly desirable
• Good understanding of Fixed income products (Credit and Swaps a bonus) with knowledge of Risk, Position and P&L Management, Order Management etc
• Maintenance of the Informatica ETL platform infrastructure (upgrades, patches, health monitoring). Worked on Change Management Tools to track all the incidents and changes and to plan the production changes as per the change management policies
• Good knowledge of ETL process
• Be highly responsive with strong sense of urgency and excellent follow-up skills
• Able to understand process quickly and apply processes for the BIDM Prod-Ops
• Knowledge of: DB2, Oracle, Cassandra, Hadoop WebSphere MQ WebSphere Application Server Monitoring tools such as Splunk, Introscope and AutoSys Microsoft Office Products
• Take complete ownership of production problems and issues and drive them to completion coordinating with business and technology partners. Anticipate mitigating risks, escalating issues appropriately keeping all necessary parties informed, formulating and implementing a working-around often in a critical time frame
• Experience with creating process, procedures, and documentation relating to incident management or systems operations. Create and maintain documentation for production support activities and ticket triage knowledge base across the applications

15 Production Support resume templates

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• Bachelor’s degree or 5 years of related experience
• 2-3 years of work experience in the tool support and administrative duties
• Experience in Sailpoint Identity IQ Tools (or equivalent) and Identity Access management Process and Procedures
• Production Tier 2 Support and Monitoring for Identity IQ Tools and Business Requests
• Flat File Collection and Processing - ~300 Monthly Currently, driving to Weekly
• Net New Flat Files Administration and working with development teams
• Flat File Process Evolution and Maturity; Expanding upon account data attributes
• Driving Automated Generation and Delivery
• Assisting with Metrics and KPI Reporting
• Knowledge of Entitlements, Group, and Role Configuration
• Ability to manage multiple activities in a fast paced environment
• Ability to collaborate effectively with local and remote individuals or teams across multiple time zones
• Ability to perform moderate to complex issues assessments and clearly communicate to technical staff when escalating issues
• Good organizational, time management, problem-solving and technical writing skills
• Basic understanding of methodologies of network security and operations processing (i.e., executing back-ups, batch production, problem escalation, report and tape processing, etc…)

Eccs Production Support Lead Resume Examples & Samples

• A minimum of Ten (10) years of experience in a production support or application development environment with functional experience in change management and incident management
• Previous team lead experience preferred
• Technical experience supporting Call Center applications (Call recording, Dialer, Call Routing, IVR) is strongly desired
• Financial industry experience is preferred
• Intermediate knowledge of relational databases

Eccs Production Support Manager Resume Examples & Samples

• Bachelor of Science degree in a technical field preferred
• A minimum of Ten (10) years of experience in a production support or application development environment with
• Previous management or team lead experience preferred
• Technical experience supporting Call Center applications (Call recording, Dialer, Call Routing, IVR) is strongly
• Experience in developing or supporting call center applications such as: Genesys Call Routing, NICE Call
• Experience administering Windows and UNIX based operating system
• Application development experience a plus
• Basic knowledge of networking technology

Production Support Lead-hyderabad Resume Examples & Samples

• Maintaining and/or creating all relevant documentation including but not limited to documents supporting change management process and procedures, job run book, data backup and retention policy, and applicable access controls documentation
• Monitor and manage available and rate of use for table space for schema in all environments
• Monitoring production job run times to documented SLA and troubleshoot and resolve production job failures and issues
• Performing schema cleanup for obsolete objects and reoccurring data backups
• Reviewing and responding to request for access to objects in schema
• Requesting required Functional IDs access and managing overall harmonization of roles and information access levels across production to all lower environments
• Lower environment readiness for change request development and testing for monthly and emergency releases. Tasks include, but are not limited to, maintaining object level sample selection for reoccurring data refresh requests, ad hoc data requests necessary for individual change requests
• Code versioning and code repository management- creating branch from trunk after SRS window closes and changes are committed and purging old. Working with developers to obtain list of all objects for deployment to be moved to SRS tag
• BS/MS degree with emphasis in MIS, Computer Science, Math, Finance, or other quantitative/business discipline
• 9+ years experience in a process environment, preferably within the Mortgage Servicing or other financial services industry
• 5+ years in production support or similar role w/minimum 3+ years in leadership
• Experience with Subversion or similar source code versioning tools
• Experience with scheduling tool such as Control-M or similar tools
• Advanced knowledge of change management methodologies/guidelines
• Participated in all phases of the system development life cycle (SDLC)

Production Support Manager Resume Examples & Samples

• At least 10 years organizational management experience, managing teams of equivalent size
• At least 10 years experience working globally
• At least 10 years leadership skills, drive for continuous improvement
• At least 10 yearsexperience managing an end to end technology environment, including experience with software, hardware, desktop, utilities, and other infrastructure components
• Experience on the following tools and technologies: Oracle, SQL Server, Informatica, Java, .Net, MQ, Windows and Unix operating systems
• Excellent communication skills, particularly verbal skills
• Strong interpersonal skills: professional, courteous, friendly, warm, empathic, level-headed and composed
• Flexible and adaptable to quick changing environment(s)
• Strong problem solving skills and ability to make swift, sound judgments
• Must have excellent interpersonal, relationship and negotiating skills
• Ability to attract, develop and retain talent
• Application Development background a plus

Production Support Worker Resume Examples & Samples

• High School Diploma or its equivalency
• 0 to 1 years related experience
• Able to lift 50lbs or more in weight
• Able to read, write and speak in English
• Ability to operate manufacturing equipment
• Knowledge of print industry technology is a plus

Engineer, Post Production Support Resume Examples & Samples

• Provide first line support for the extensive post production facility including Video Edit, Graphics and Audio edit; diagnose and resolve issues with all aspects of the post production and storage environments
• Work with key manufacturers and support vendors to achieve and appropriate level of service for the Disney lines of business
• Interface with the Disney IS to ensure desktop and broadcast infrastructure work seamlessly together
• Make sure that all work is documented and any changes updated on the relevant diagram or documents
• Act as systems administrator for any relevant broadcast systems, advising on systems enhancements and workflow development as required
• Cover for other technical staff for holidays and Sickness as required
• Follow the agreed change control process for all planned technology changes
• Education to Degree level in a related Electronic Engineering field, followed by selective theory & practical training courses during employment
• Alternatively educated to A level standard with greater than 3 years demonstrable track record in broadcast support
• The post holder should have been working in the TV industry for at least 3 years with a major broadcaster or post production facility and will have worked previously in a post production support role
• Knowledge and experience in Post production edit (Final Cut Pro/ Avid media composer), Transcoding (Rhozet Carbon Coder), Graphics (Adobe Creative Suite, Autodesk Maya, Autodesk Smoke, Cinema 4D) and Audio (Avid ProTools)
• The post holder should possess a high level of organisational ability coupled with outstanding diplomacy skills
• They should be self motivated and clear thinking with the ability to intelligently prioritise conflicting tasks
• Excellent communication skills are essential. The ability to break down complicated technical jargon in to lay persons terms would be an advantage
• As there may be times when issues arise outside normal working hours a willingness to be flexible in hours worked is desirable
• The ability to assess complex technical problems and provide fast effective solutions
• Proven background and experience in the implementation post production and transcoding solutions including Wiring installation and a detailed understanding of video and audio signal path both digital and analogue
• A high standard of computer Literacy on the MAC, Linux and windows platforms

Production Support Coordinator Resume Examples & Samples

• Verify/Approve schedule information in Playbook against T&E expense reports
• Interaction with internal and external customers in matters of problem resolution
• Audits freelance expense reports
• Provides customer service to freelancer/staff with expense report related issues
• Acts as a liaison between Production personnel to promote T & E policy understanding and adherence
• Contributes to special projects for management
• Provides administrative and analytical support to Management
• Attention to detail and accuracy along with proficiency in MS Word, Excel & Outlook
• Minimum 3 years of experience in a high volume, fast paced, customer service driven environment

Senior Application Production Support Manager Resume Examples & Samples

• Ensures compliance to enterprise requirements such has DRP as well as requirements to maintain the applications to operate within the given technology environment; liaise with 3rd party vendors as appropriate to ensure appropriate compliance
• Supports the creation and/or provision of metrics to pro-actively address maintenance activities, reduce incidents, and improve communication and resolution times on the performance of the application
• Creation of a production support roadmap for the application team for both Canadian and US implementation
• Build synergies between the US and Canadian production support teams to reduce maintenance costs and total cost of ownership for the application
• Manages the production change management process in conjunction with the delivery teams
• Coordinates with delivery teams to proactively manage availability and operability of the applications
• Influence, oversees and supports vendor relationships
• Provides input to IT financial planning
• Identifies and manages overall costs and budgets
• Manage a budget of $4 M
• Manage a team of remote and offshore resources (2-3 people) but could grow to 7 -10
• Contributes toward business results as a partner/influencer Resolves complex issues and conflicts (including architectural direction vs. project constraints); escalates to executive level where required
• Resolves ambiguity
• Facilitates the integration of technology solutions
• Promotes innovative or improved methods to get the work done and implements best practices
• Production support for US based CRM tools
• 5 yrs of recent Wealth Management exposure
• 5 years in a Production Support Managerial role
• Must have a technical background with

CIB Tech-forte Production Support Resume Examples & Samples

• Handle day to day issues including daily health checks of applications and processes, working closely with End users, Development staff and Infrastructure teams, to prioritize and resolve tickets or provide work around
• Monitor activities/processes of production to ensure timely and effective reporting, tracking, follow-up and communication of problems to internal and external clients, technical resources, and executives
• Own incidents and problems and work to get to detailed root cause analysis to improve overall production stability and suggest workarounds and/or solutions for recurring issues
• Develop and maintain relationships with technical staff, end users and clients
• Promote a collaborative Team environment that fosters creativity, innovation and high performance
• Work with application vendors to schedule upgrades and enhancements
• Ability to work with teams in multiple geographic locations and time zones
• Ability to identify risk areas within the application suite and work partner with the relevant technology and business groups to close out risks discovered
• Ability to work with Level 3 team members on production support incidents
• Carries out and receives handovers from the daily production support specialists as they leave on go onto shift
• Performs daily checks of Production processes to insure that service deliveries occur in a controlled and timely fashion
• Must be very detailed oriented and very organized
• Must demonstrate the ability to effectively communicate verbally and in writing to the team, management and the customers
• Communicates openly and effectively in a manner consistent with the audience
• Possess fantastic trouble-shooting skills, are driven to help internal/external customers and have the ability to dive deep into a new product to learn it inside and out
• Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
• 3 years of proven experience in a similar role incident management, with prior team management experience in production support or application development in the financial services industry
• Strong technical background with 3 years in

Production Support Specialists Resume Examples & Samples

• Understand environment of the business area supported
• Understand the business structure and flows
• Possess working knowledge of the end-to-end applications supporting the business flow
• Understand business terminology
• Translate business issues into technology requirements
• Possess client facing communication skills
• Communicate issues clearly using both technical and non-technical language
• Interact with employees and managers at all levels
• Possess strong technical analysis skills
• Skilled in appropriate technologies – essentialUnix/SQL Technical background is required

Rohq-fro-dra Production Support Lead Resume Examples & Samples

• Superior communication skills given exposure / interaction with senior business leads is required
• Ability to multi-task under strict deadlines demonstrating independent leadership skills
• Detail-oriented with strong analytical skills and ability to synthesize
• Data Warehouse / Modeling related skills is an advantage
• Exposure to Citi proprietary Finance warehouses, Credit engines and/or banking systems is an advantage
• Project Management skills and exposure to IT systems development lifecycle
• Possess strong team building, planning and work skills driven by process improvement
• Willingness to work flexible hours
• Computer Science or Management Information Systems degree or equivalent experience is an advantage
• Commercial banking products experience or exposure: Trading products, Securities / Fixed Income, Lending, Deposits, others

O&t-core Cash Production Support Manager Resume Examples & Samples

• Primary focus areas will include promoting stability and quality of support services, in line with our regional strategy and technology management policies, as well as day-to-day operation and oversight of the various support groups operating in the region
• Manage all production technology and resources for Core Cash APAC
• Represent TTS APAC Core Cash technology in the TTS APAC Production Services Management team
• Attend and respond to compliance, audit or outsourcing matters related to production support
• Will be required to make daily decisions that will protect and enhance the Citi franchise
• Act as a local escalation point for team members and assist with resolution of critical incidents
• Ensure that all IPC processes are adhered to
• Able to analyse complex problems/situations and to propose simple solutions
• Communicate complex technical issues to business users in a language they understand
• Manage a workload that is subject to changing priorities and demands
• Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team
• Promote effective knowledge management across the APAC Core Cash teams
• Help to define, record and execute application disaster recovery plans and procedures
• Collaborate effectively with cross functional stakeholders, sharing information and knowledge
• Learn the fundamentals of the supported business areas
• Effectively communicate and interact with infrastructure and supporting technology groups across a distributed WinTel or Unix/Linux environment to drive problem resolution and service levels
• Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business requirements
• Ensure team delivers on these priorities and communicate progress effectively to all stakeholders
• Follow thru to ensure each problem is resolved according to SLA
• Effectively communicate issues and status updates with business users, second level support, and development teams
• Liaise with users, business sponsors, and other AD groups
• Extensive relevant experience in a support environment at a management level
• Experience in leading staff in a production support or operations group in a high availability/mission critical environment
• Strong knowledge in ITIL practices in the area of incident, release, and change and problem management
• Experience in managing communications across business and technology stakeholders at varying levels across a medium to large scale enterprise
• Excellent planning, organization and prioritization skills to meet ever changing demands
• Support capability
• Financial Markets background, preferably in relation to payments/receivables and Corporate Banking
• Experience using Service Now
• Leadership skills: individual leadership, change leadership, mentorship, motivation, coaching and development, and the ability to galvanize the support of others where possible
• Has a proven track record in driving organizational change
• Proven organizational, leadership and management skills
• Ability to produce clear and concise reporting
• Exceptional strategic analysis, problem solving, issue resolution and decision making skills
• Tact, discretion and diplomacy
• Experience working within an onshore/offshore support environment
• Ability to build strong relationships in a multi-cultural environment across all levels within IT
• ITIL V3 Certification UNIX
• Extensive experience with AIX
• Extensive experience in writing AIX Shell scripts Windows
• Extensive experience with Windows 2003 and 2008 Enterprise Edition
• Experience in writing Windows scripts database
• Strong technical understanding of Oracle 11i, SQL and PL/SQL programming
• Strong technical understanding of MS SQL 2008 programming languages
• Strong technical skills in Java / J2EE
• Strong technical skills in XML, XSD, XSLT and XPATH
• Strong technical understanding of IBM Websphere (Version 7 and above)
• Strong technical understanding of Business Objects Personal
• Ability to learn new skills quickly with little supervision
• Experience working on a multi-client delivery team
• Ability to communicate well at all levels
• Efficiently and effectively manages work, time, and resources
• Applied knowledge of standard development methodologies
• Ability to handle high stress and pressure situations
• Strong problem solving and program execution skills
• Self-motivating
• Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues
• Exceptional presentation development skills
• Proven ability to communicate and develop long lasting relationships with all levels of management in a clear and concise manner
• Delivery focused
• Attentive to detail

Mortgage Systems Production Support Lead Resume Examples & Samples

• Experience in a support role in Finance related capacity
• Basic UNIX (Solaris, RedHat / RHEL or other Enterprise Linux) and Windows system administration
• Some RDBMS use (writing SQL and stored procedures, basic system administration, query review and optimization)
• Internet technologies (firewalls, Web Server, etc.)
• Communicate clearly and concisely, even under pressure
• Think analytically and challenge preconceptions with evidence
• Be excited by technology
• Have a "Can Do" attitude
• Work flexible hours depending on business demands (some early mornings, late nights & weekend work required)
• Have the ability to travel to other regions and countries at times on an as needed basis (minimal travel)

Senior Production Support Lead Resume Examples & Samples

• Timely and accurate user notifications
• Ability to prioritize and engage management in situations when prioritization is a challenge
• Provide the access to application as required by following the standards and procedures
• Be able to lead a meeting, know all parts of a meeting
• Be able to report and maintain KPIs & SLAs. Prepare and send weekly status reports to senior managerment and business users
• 10 yrs of Production Support Experience
• Financial industry experience / Knowledge of Credit Risk, FICC or Market Risk
• Strong SQL Knowledge / SQL Server understanding
• Strong UNIX / LINUX knowledge and language understanding
• Working knowledge of ITIL
• Experience managing a small team
• Strong Follow up skills
• Be able to be a lead coach

Wealth BWA Production Support Team Lead Resume Examples & Samples

• Provide Level 2 technical support to internal customer base
• Candidate must use effective research, solution analysis, effective written/verbal communication and problem solving skills
• Candidate will be required to effectively convey root cause analysis of issues to software development staff for process/software changes
• Candidate must be able to prioritize workload, providing timely and accurate resolutions. Perform in-depth research and identify sources of production issues
• Run books for target systems in place, documenting procedural information to enable non-dedicated personnel to initiate & conduct trouble shooting, perform standard procedures and manage the run-time environment on an ongoing basis
• Develop and utilize core support tools and processes to perform work while improving day-to-day practices for support team members with the goal of delivering service improvements to the business
• Conduct and verify Ready For Business (RFB) checks
• Monitor Operating Level Agreements (OLAs) for all applications, batches and feeds, including performance levels, availability and critical windows of operation
• Previous Support and Technology Development experience
• In depth knowledge of Linux/Windows, hands on with shell scripting
• Database: Extensive SQL skills in a UDB/SQL Server. Ability to produce complex reports and stored procedures
• Language: Java/.Net
• JSP/Servlets
• Understanding of app servers (WebLogic, JBoss)
• Scheduling tools (Autosys)
• Informatica
• General database knowledge (multiple platforms)
• DML and DDL
• Scripting (Perl, Shell, Windows Batch)
• Ability to work effectively in a team-based environment
• Flexibility and ability to handle multiple tasks and priorities
• Excellent analytical and communication skills including ability to facilitate and lead large meetings and calls
• Positive mental attitude (can-do attitude), results oriented and quick learner
• Strong technical background. Hands on in SQL and Java/Net
• Financial background a plus, specifically with back office systems such as portfolio accounting and financial transaction processing

Wealth BWA Production Support Analyst1 Resume Examples & Samples

• Web Services
• Shell Scripting

Risk IT Functions Rtb-production Support Resume Examples & Samples

• Masters or Bachelors Degree (preferably in Computer Science/Engineering)
• Overall IT experience 8-12 years
• A good working knowledge of some of the following
• Microsoft Windows (2000, XP, Vista, 7 clients)
• UNIX (Linux, Solaris)
• Relational Databases (PL/SQL, Oracle, Sybase, MS SQL Server)
• C , Perforce
• Minimum of 3 years experience in similar team leader (or equivalent) role
• Minimum of 3 years experience in ITIL Service Delivery and Support, preferably with a formal ITIL qualification (or their equivalents outside of the ITIL framework)
• Clear logical thinker with ability to think conceptually, demonstrating creativity and innovation
• Results focused - keeping to schedules, delivering work on time; ensuring high quality delivery
• Strong customer focus – meeting and exceeding expectations, resolving issues and developing solutions to meet customer needs
• Experience of working with SQL-based applications and strong background in writing complex SQL queries in MS-SQL Server
• Strong Windows background, including command line processing & understanding shell scripts
• Scheduling tools knowledge Autosys and Tivoli Batch Management etc
• Experience of project life cycle, test, release and support procedures
• Experience of supporting production systems using incident management and problem management tools to ITIL standards
• Should have hands on experience in delivery major support projects like onboarding new applications, major data adjustment and analysis, delivering a DR setup for an application
• This role will involve working with Global IT and business teams. So teamwork, managing relationships and good communication skills are important
• Risk Technology provides funding services to a variety of Risk-related business asset classes and a broad understanding of the Investment Business is very useful
• 6 years’ experience supporting windows based applications, debugging code to investigate problems and helping to resolve issues
• 6 years experience in Banking and Financial Domain
• 8 years total IT experience
• Good understanding of the Investment Bank Industry – specifically Risk Management
• Knowledge of Derivative products is preferred
• Good knowledge of ITIL framework. ITIL certification preferred
• Good knowledge of Service Now
• Excellent communication (verbal and written) and interpersonal skills suitable for a diverse audience, with the ability to communicate in a positive, friendly and effective manner with ‘technical’ or ‘non-technical’ users/ customers
• Strong Windows background, including command line processing & understanding shell scripts, basics on powershell scripts
• Hands on experience on Scheduling tools(e.g. Autosys )
• Hands on experience on Coherence technology
• Hands on experience on RFPF framework based applications
• Knowledge on solace messaging and HPC Grid computing is a plus
• Functions Technology provides technology services to a variety of business asset classes and a broad understanding of the Investment Business is very useful

Production Support Resume Examples & Samples

• Support of all Securitized Products production applications - this includes appropriate escalation and ownership to completion of all reported issues and requests
• Interaction with various application development teams to ensure proper delivery of new applications, upgrades\releases and to maintain a high-level of ongoing support for all production applications
• Interaction with various core infrastructure technology groups to ensure management and maintenance of application dependent core infrastructure
• Maintain team knowledge base of known issues, steps required to address particular issues\tasks, documentation of new processes and general updates to keep content current
• Understanding and adherence to established processes such as Release to Production, Incident Management, etc
• Minimum 4 5 years experience in trade floor Production Support
• Good understanding of Securitized products with knowledge of Risk, Position and P&L Management, Order Management etc
• Experience with electronic trading applications that have connectivity to external trading applications such as Bloomberg, Tradeweb, DealerWeb
• Working knowledge in Perl, Python, ksh/csh/bourne shell programming a plus
• Able to navigate in UNIX and Windows proficently, reading and understanding the UNIX file system
• A good understanding ITIL practices
• Able to troubleshoot problems in multiple environments
• Able to handle a fast paced trading environment
• Sense of urgency when handling production issues impacting the desk\firms ability to do business
• ION Trading Platform
• STP solutions
• Support of all Credit production applications - this includes appropriate escalation and ownership to completion of all reported issues and requests
• Minimum 3 years experience in trade floor Production Support
• Good understanding of Fixed income Credit products with knowledge of Risk, Position and P&L Management, Order Management etc
• Experience with electronic trading applications that have connectivity to external trading applications such as Bloomberg, Tradeweb, MarketAxess to send/retrieve information
• Working knowledge in Perl, ksh/csh/bash shell programming a plus
• Support of all Rates production applications - this includes appropriate escalation and ownership to completion of all reported issues and requests
• Good understanding of Fixed income Rates products (Credit and Swaps a bonus) with knowledge of Risk, Position and P&L Management, Order Management etc
• Working knowledge in Perl, ksh/csh/bourne shell programming a plus

Production Support Business Analyst Resume Examples & Samples

• Diagnose, research, and triage issues to identify and articulate the customer and business impact and priority
• Troubleshoot complex issues and coordinate with business and technical teams across the org. to drive issues to resolution
• Track and document processes and use continuous improvement to optimize our workflow
• Foster collaboration with partner production support teams and our supply chain business partners
• Manage incidents, and provide escalation support as necessary
• Communicate effectively with cross functional technical teams, and at all levels of leadership
• 3-5 years of technical business analysis experience, with experience in production support is preferred
• Experience with supply chain, inventory systems, order management, or other retail systems is preferred
• Bachelor's degree or equivalent preferred
• Ability to work effectively in a fast moving, cross-team team environment
• Clear and effective written and verbal communication and strong interpersonal skills
• Demonstrated ability to work collaboratively and influence beyond the scope of their position
• Ability to manage and resolve conflict; facilitate communication and identify differing alternatives/approaches
• Curiosity to investigate and develop a deep understanding of system components to provide subject matter expertise
• Strong business and technical acumen

Production Support Lead Resume Examples & Samples

• Partner and foster collaboration with IT, business and internal teams
• Support systems in production and new development work by overseeing coordination and knowledge transfer between production support and development teams
• Ensure issues are communicated, managed and resolved considering priority and customer impact
• Train, mentor, and support business analysts on the team
• Identify and analyze patterns and gaps for work effort at a strategic level
• Apply project management principles to ensure goals, budget and timelines are met
• Evaluate and approve requirement documents to ensure they are thorough, testable and support the overall project strategy
• On-call rotation support to address critical system issues
• Bachelor's degree in a related field or equivalent experience
• Minimum of 3-5 years experience as a Sr. Business Analyst or Project Lead
• Knowledge and experience with HR processes (payroll, benefits), systems and reporting
• Solid knowledge of project management principles and methodologies
• Exceptional analytical and problem solving abilities
• Proficient in writing business requirements, user stories and process documentation
• Ability to collaborate with peers and senior leadership
• Demonstrated ability to mentor and coach
• Excellent verbal and written communication skills and the ability to work independently with end users
• Proficiency with Microsoft Office applications and Microsoft Visio, SharePoint
• Oracle HRMS experience preferred
• Ensure production stability in all Nordstrom Stores and Racks
• Ensure sense of urgency within team and timely resolution during all High or Critical customer-impacting issues
• Develop business and project strategies
• Develop new process and procedure to meet customer demand
• Manage development projects and production support for selling technologies
• Drive the development of business case documents and ensure the right technology investments are made
• Support vision and strategy for new merchandise opportunities: company growth: including brick and mortar, online and possibly international
• Stay current on industry practices and trends, including business processes , new technology and software, assessing and communicating their potential impact on the business
• Supports the development of plans, resources and budgets for large, complex projects and/or multiple projects
• Oversee a team of Project Managers in activities related to defining and reengineering development and business processes and requirements
• Manage resources, cost, quality and timing issues that may impact scope and/or project delivery
• Supports project teams in the analysis of larger and more complex project impacts to business process or systems
• Responsible for decisions that impact product outcomes, financials and timelines
• Partner with other Technology teams and business to drive technical and non-technical selling systems initiatives and medium to large development projects
• Accountable for meeting business needs
• Anticipate obstacles from an enterprise level and communicate risks to leadership
• Hire and lead an efficient and effective team that meets the needs of the organization
• Develop and maintain strong relationships with key business and Technology team leaders and system users
• Communicate positively and effectively with team and cross functional team at peer level, including project sponsors and stakeholders to gain consensus among groups with disparate perspectives
• Curiosity and excitement for delivering truly unique and differentiating customer experiences, both in digital form and in-store
• Experience in store Point of Sale (POS) support
• Bachelor's degree or equivalent in Computer Science­­­­­­­­­­­­­­­­­­­or related field preferred
• 5 years ofexperience in project management
• 3-5 years experience managing people (with HR responsibility)
• Strong knowledge of project management principles and methodologies
• Strong knowledge of business tools, processes and systems used in Retail andE-Commerce (i.e. retail, online retail, apparel product development, corporate center)
• Ability to interact effectively with peers and senior leadership
• Demonstrated ability to influence beyond the scope of their position
• Ability to have fun at work and think creatively
• Willing to take risks, learn and adjust to reduce waste

Finance Production Support Apps Programming Consultant Resume Examples & Samples

• Must have 5 - 7 years of SAP BI/BW Technical Experience
• Experience troubleshooting Be and EPM reporting issues
• Experience with detailed maintenance activities on cube database structures
• Business Warehouse Accelerator Knowledge & Experience
• Good Communication (Verbal & Written) Skills
• Experience working with SAP BPC Tool (Consolidations & Planning / Forecasting)
• Experience using SAP Solution Manager for tracking incidents, problems and service tickets
• Experience working with Autosys (Version 4.5.1 and / or R11)
• Knowledge about Other SAP Tools
• Manage a budget of $4+M
• 5+ yrs of recent Wealth Management exposure
• 5+ years in a Production Support Managerial role

Production Support Oracle Database Management Analyst Resume Examples & Samples

• DBMS security support
• Understanding of common infrastructure components
• Project based infrastructure and installation work
• Fine-tuning and optimizing poorly performing databases and the related infrastructure
• Ensuring synchronization between production replica databases
• Experience with Control-M/AutoSys utilization for job automations
• Database Software Installation
• Replication Management
• Diagnosing system problems
• Leading and participating in initiatives to improve service offerings
• Creating and communicating service delivery procedures and run-books
• Managing SLAs and deadlines
• Vendor escalation
• Providing timely resolutions to break/fix issues
• Experience with Oracle 10g and 11g with ASM on Unix (AIX preferred)
• Experience with standalone and RAC database software installation, database creation/configuration and data loads
• Experience with building and supporting DataGuard standby databases
• Experience with database replication tools a plus (preferably Golden Gate)
• Responsible for data loading, security, performance monitoring and tuning, capacity planning, and backup and recovery
• Solid skills in database performance tuning and monitoring tools like OEM and Tivoli
• Strong Database Management skills, including RMAN backup and recovery procedures
• Solid skills in productivity factors and ability to understand impact of problem on overall database performance
• Able to work co-operatively with global technology teams as well as comfortably working on their own
• An ability to work a split week including either Saturday or Sunday
• A quick-thinking problem solver, able to assimilate data rapidly in order to present solutions to day-to-day incidents
• Be able to remain calm under pressure and when faced with adversity or urgent issues
• Customer-focused with a "service first" mentality and best-in-class communication skills
• Experience of functional/technical support
• Experience of monitoring software and maintaining\improving rule bases
• Hands-on experience of using tools such as Remedy , Service Now
• Working within ITIL standards and structured, formal environments
• Excellent analytical and communication skills including ability to provide clear and concise status to senior management / summarise key messages
• Ability to prioritise - Sense of Urgency
• Problem solving mindset and solution enabler. Ability to identify problems, and drive solutions
• Pragmatic, able to adapt to various situations and applications, ready to work under pressure
• Ability to inspire co-operation and co-ordinate activities across teams
• Willingness to accurately document and share information with global peer group
• Database SQL/Oracle
• Shell/Perl scripting

Production Support SQL Server Database Management Analyst Resume Examples & Samples

• Minimum required experience
• Minimum of 2 years continuous, recent experience administering MS-SQL 2000-2012
• Currently operating in a similar role within a banking or financial institution
• Troubleshooting and resolution of production problems and issues within database environments
• Change Management processes
• Experience in the following areas would be considered very advantageous
• Remedy trouble-ticketing system
• Handling user queries (often requiring in depth analysis of the technical and/or business logic of our systems)
• Management of incoming and outgoing feeds to clients and vendors
• Batch and system management
• Identification and management of problems and frequent issues with the aim of improving the supportability and stability of our platform (in conjunction with our development team)
• Issue tracking and prioritisation
• Release management
• Capacity management
• Problem analysis and resolution
• Risk management including proactively identifying and addressing risks before they impact us
• MIS reporting
• DR / BCP management
• Interfacing with development teams
• Understanding / learning all aspects of the business
• 3 Key Objectives critical to success of the role
• Ability to analyse complex scenarios from both a technical and business perspective and deliver solutions
• Ability to deliver to deadlines in a environment where multiple competing requirements are a part of the job
• Proactivity and a strong ownership ethos, ensuring that queries are resolved through to completion
• Skills & Experience Required
• Strong communication skills, and confidence dealing with internal and external parties
• Prior experience of application support in a banking environment
• Strong Equity Finance business knowledge, or demonstration of a keen desire to learn
• Experience of working in a front office environment would be a major plus
• Experience of managing stakeholder expectations
• Strong SQL (Nomuras Eq. Fin business uses Sybase)
• Experience with job scheduling tools (ideally Autosys)
• TIBCo Middleware knowledge would be beneficial

O&t-channels Production Support Manager Resume Examples & Samples

• Primary focus areas will include promoting stability and quality of support services in line with our regional strategy and technology management policies, as well as day to day operation and oversight for the various support groups operating in the region
• This role will manage all production technology and resources for Channels APAC
• This role will represent TTS APAC Channels technology in the TTS APAC Management team
• This role will attend and respond to compliance, audit or outsourcing matters related to production support
• This role will be required to make daily decisions that will protect and enhance the Citi franchise
• Able to analyse complex problems / situations and to propose simple solutions
• Manage a workload which is subject to changing priorities and demands
• Promote effective knowledge management across the APAC Channels teams
• Collaborate effectively with cross functional stakeholders, sharing information and knowledge effectively Business Knowledge
• Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
• Liaise with users; business sponsors; and other AD groups
• 10 years + experience working in a support environment with 5 years at Management Level
• Experience in leading staff in a Production Support or Operations group in a high availability / mission critical environment
• Strong knowledge in ITIL practices in the area of Incident, Release, and Change and Problem management
• Excellent planning, organization and prioritization skills to meet ever changing demands Support Capability
• Financial Markets Packground, preferebably in relation to Payments / Receivables and Corporate Banking
• Ability to produce clear, concise reporting
• Experience working within an on-shore/off-shore support environment
• 5 years experience with AIX
• Experience writing AIX Shell scripts Windows
• 5 years experience with Windows 2003, 2008 Enterprise Edition
• Experience writing Windows scripts Database
• Strong Technical understanding of Oracle 11i, SQL and PL/SQL programming. Strong Technical understanding of MS SQL 2008 Programming Languages
• Strong Technical Skills in Java / J2EE
• Strong Technical Skills in XML, XSD, XSLT and XPATH
• Strong Technical understuanding of IBM Websphere (Version 7 and above)
• Strong Technical understuanding of Business Objects
• C++, Perforce
• 6 + years’ experience supporting windows based applications, debugging code to investigate problems and helping to resolve issues
• 6+ years experience in Banking and Financial Domain
• 8 + years total IT experience

Manager, Production Support, Mobile Wallet Resume Examples & Samples

• Mobile Wallet and Secure Cloud Technology
• 3rd party vendor solutions supporting the wallet ecosystem
• Successfully and simultaneously managed a minimum of 3 Type 2 projects with emphasis on some of the following
• High Impact or Business Risk
• Uncertain Business Requirements
• New Technology
• Project Plan development & management
• Work breakdown structure
• Task based plans
• Assumption & risk based plans
• Base-lining & scheduling
• Scheduling methodology (CPM, GERT, PERT)
• Waterfall and iterative methodologies
• Project metrics gathering
• Project metrics reporting
• Project metrics analysis
• Project metrics trend analysis & education
• Project metrics creation
• Program Plan and metrics
• Program Governance
• Meta Model creation
• Risk Assessment & quantification methodologies
• Issues escalation and resolution
• Facilitation Skills
• Scope change management
• Cost/Benefit Analysis & alternatives identification
• Budgeting, project costs management
• Quality Controls
• Procurement
• Communication management & plans
• Knowledge of relevant technology
• Knowledge of IT Standards, Methodologies, CMM and audit requirements
• General knowledge of factors affecting business
• BU Specific Strategies & Critical Success Factors
• Trends in the marketplace/ technology
• RBC HR philosophy, principles, direction, policies & guidelines
• Talent Management process (recruitment/selection, performance management/, performance development/ coaching, reward/recognition)
• Workforce Planning
• Organization Design

Production Support Senior Analyst Resume Examples & Samples

• Dealing with support escalations from Level 1 team, including complex user and monitoring support queries, with as minimal as possible escalations to Level 3 (Application) teams
• Proactive notification of system availability and issues to stakeholders
• Raising and owning Incidents through to closure
• Raising Problem and owning Problem tickets through to closure
• Identify improvement axis and lead/propose transformation of existing processes both for the business or our production services activities
• Promoting and updating knowledge Management documentation
• Experience of functional/technical support / investment banking environment desirable, other industries will be considered
• Gloss / Swift knowledge - Desirable
• OS Unix/Linux

Technical Lead, Production Support Resume Examples & Samples

• Provides input into performance management, audit teams, and compliance programs and activities
• Maintains risk management, audit perspectives, and general adherence to compliance directives
• Reviews and approves consultant firm weekly and monthly reporting
• Maintains Road Map of strategic goals, practical progress toward these goals throughout the year, focused on quarterly updates
• Develop practical measures of prod support performance
• Ensure compliance with audit requirements
• Build and maintain key performance contracts for each business group such as SLAs (server level agreements)
• Ensures quality and timely business communications, during both outages and day to day information exchanges
• Manage daily operational activities
• Review and approval: time sheets and change requests

Enterprise Solutions Production Support Resume Examples & Samples

• Work closely with market data contacts at client firms for issues impacting their Enterprise Real-Time data feeds and questions regarding product usage
• Organized escalation of issues to internal Bloomberg groups such as Net Ops, Global Data, and R&D
• Identify methods to triage or solve problems affecting the B-PIPE and Server API products
• Work closely with sales and account management to strengthen client relationships
• Contribute ideas for product development, client notifications, and process improvement
• 2-3 years of experience in a client support environment
• A deep understanding of Bloomberg's organizational responsibilities and a strong knowledge of internal functionality
• Passion for troubleshooting, critical thinking, and teamwork
• World-class written and verbal communication skills
• Strong multi-tasking skills and the ability to maintain a professional demeanor when handling complex issues
• Knowledge of network infrastructure and experience in Market Data Distribution platforms is recommended
• Comfortable working in a ticket system for tracking progress and communication

Senior Production Support Specialist Resume Examples & Samples

• Providing on-site desk-aligned application support to business users on the HK trading floor
• Day-to-day support and monitoring of the various Global Equity Derivatives systems used by front-office, middle-office and back-office users
• Coordinating with different internal teams and/or external parties to conduct and manage special events such as BCP tests, infrastructure change weekends, data centre maintenance, special trading days or exchange-mandated market rehearsals
• Partner across the organisation to establish / review procedures, standards, systems and processes that enhance the client support experience
• Collaborate with the Change teams to ensure stability in the production environment
• The candidate will be responsible for providing front-line support for HSBC’s Futures IT systems, primarily supporting USA on line day, although the role will be part of a Global Team providing follow the sun support to Europe and Asia when necessary
• Main application support areas are Sungard SLE/SLC Gateways, ULLINK, Trading Technologies
• TT and ULLINK are currently the Bank’s primary Futures trading platforms and have connections to a majority of the global Futures exchanges
• ULLINK has been brought on board to become the banks primary OMS platform for futures
• Sungard Gateways are utilized by ULLINK as the access points to the futures exchanges, for exchange data and order entry and maintenance
• 1st and 2nd front line support of a 24/5.5 production the Futures systems for both internal and external clients. Incident and problem resolution, maintenance and deployment of application software
• Ensure all production incidents, service requests and problems logged and resolved in the banks systems
• Producing and using SQL queries to provide adhoc requested information to stake holders are assist in problem resolution
• Help maintain an information repository of application support material that can be accessed by support resources
• Operate as part of a shift rota, covering the hours of 07:00 – 18:00 EST including some bank holidays
• Weekend and evening coverage as required
• Working with CTB teams to ensure knowledge transfer via documentation and/or training is received before projects move from CTB to RTB
• Liaison between 2nd and 3rd line teams globally, as well as development and other IT infrastructure departments to implement solutions for the futures front office
• Be able to provide incident and problem management
• Act in a strict change management regime, involving testing in UAT and like-live environments and weekend or evening releases
• Perform weekend application upgrade, configuration and patching across multiple environments in line with requirements
• Regular communications with client base to provide status updates, successful solutions as well as documenting all activities for future reference
• Be able manage communication/relationship with 3rd party vendors
• Pro-actively Monitor alerts to respond to potential incidents in a timely fashion
• Work in a rota to do Sunday afternoon checkouts of the systems and resolution and/or escalation of any issues to ensure their stability before the futures exchanges open on Sunday evening
• Graduate level computing qualification
• Understanding of futures and options trading business
• Support experience in an investment banking environment working with front office staff
• Experience of working in a high pressure environment
• Strong UNIX/LINUX knowledge
• Good database knowledge: SQL, Access, Oracle, Sybase
• Knowledge of scripting and programming (esp SQL, UNIX/PERL scripting, java, C, C++)
• 3+ years supporting some or all indicated Futures front office systems (TT Xtrader, TTNET, ULTrader, UL Bridge, UL Odysis, Sungard SLE/SLC Gateways)
• Scripting and programming knowledge to assist in troubleshooting
• Must be analytical and have excellent troubleshooting skills
• Willingness to take ownership for problem resolution and additional responsibilities where applicable
• Good communication skills, Must be able to interact and work well with traders, back office personnel, vendors, futures business and other IT teams
• Customer facing skills - to be able hold one’s own in discussions with demanding front office users
• Experience managing 3rd party suppliers
• Process excellence – a passion to achieve results though effective organisation and process disciplines
• Ability to negotiate agreements and maintain effective business partnerships with peer support & operations groups.Ability to work unsupervised and under pressure for periods, individually and as part of a team
• Strong investment banking background that includes application support in a front-office environment
• Understanding of futures and options trading and clearing
• Understanding of Capacity Management with ability to analyse current and future performance requirements
• Experience with Geneos Monitoring
• Consistent with the international profile of the bank, this is an extremely diverse global team - in terms of many things including tools and processes used, geographic location, language and culture and relationship and proximity to the users. Consequently, a successful candidate will need to be pragmatic and flexible with an open minded approach to dealing with teams with these differences. Whilst this requires excellent interpersonal and communication skills and is a challenging proposition, the role offers excellent opportunities for personal development and professional experience
• Basic scripting and programming skills
• The ability to work in a structured and organised fashion, ensuring that issues are brought to a satisfactory conclusion

Production Support Development Manager Resume Examples & Samples

• Production Support SDLC best practices, TIAA CREF production support processes and procedures, TIAA-CREF infrastructure support tools and monitoring capabilities
• Understanding of the end to end components that are part of a Fraud Management system
• Previous experience standing up a production support model for an enterprise platform
• Operational Expertise in the following areas
• Identify and establish system availability and performance process and procedures to manage the end to end data flow throughout the system
• Develop, implement, maintain and enhance real time monitoring dashboards for all components of the EFCP Solution
• Integrate support process and procedures within the existing TIAA-CREF support ecosystem
• Become the established Subject Matter Expert on the full end to end system components and functionality and the associated business processes
• Minimum 4 years with financial services production support experience REQUIRED
• At least 8 years financial services product management experience DESIRED
• Demonstrated understanding of the end-to-end system components of Fraud Management solutions utilized by large complex financial services organizations with multiple lines of businesses
• Demonstrated knowledge and understanding of the regulatory requirements necessary to meeting Federal, State and Local requirements across multiple financial service domains (including but not limited to Banking, Brokerage and Insurance businesses)
• Proven success working in a fast paced environment with shifting priorities while managing both tactical and strategic deliverables
• Demonstrated ability to analyze Key Performance Indicators to identify needed system, process or functional enhancements
• Strong facilitation skills, including ability to facilitate decision-making and broker agreements amongst diverse, differing, competing, and/or conflicting perspectives/priorities
• The ability to effectively represent end to end functionality and business processes from various perspective
• 2-3 years of experience in a IT or Market Data Support environment
• Passion for troubleshooting , critical thinking, and teamwork
• Knowledge of network infrastructure and experience in Market Data Distribution platforms

Team Leader Production Support Resume Examples & Samples

• Technical Support Desk Management
• Active Account Management and Relationship Management and direct client interaction with market data contacts at client firms for issues impacting their Enterprise Real-Time data feeds and questions regarding product usage
• Be a resource centre and point of escalation for team members
• Management and Driver for ad-hoc project initiatives from the team
• Identify methods to triage or solve problems affecting the products and Server API products
• Minimum 2-5 years in a Team Leader or equal level management role. Ideally in a IT or Market Data Support environment
• Proven management of production service teams, leadership strategically focused, delegation, supervision and associated human resource skills
• Good time and task management - as an individual and for the team
• Fluency in Mandarin or Japanese language(s) beneficial

Production Support Rates Production Services Gm Resume Examples & Samples

• This role involves extensive face-to-face, telephone and email interaction with the business (Traders and Salespeople) and business support staff, i.e. Business Management, Middle Office, Back Office and Compliance etc
• Ability to apply problem solving skills prior to escalation to another team
• Maintain team knowledge base of known issues, steps required to address particular issues asks, documentation of new processes and general updates to keep content current
• Logging of tickets for each and every reported issue to build up a knowledge base, identification of issue trends and for generation of metrics for management reporting
• Minimum 3 years� experience in trade floor Production Support
• Good understanding of Fixed income Rates products (Credit and Swaps a bonus)with knowledge of Risk, Position and P&L Management, Order Management etc
• Fixed income and derivatives product experience
• Autosys setup and configuration
• FIX Protocol

Regional Head of Production Support Resume Examples & Samples

• Manage the overall team to ensure agreed Service Level Agreement and overall business satisfaction is being met
• Overseeing production support issues through to resolution and closure
• Provide timely and accurate productions support reporting
• Coordinate recovery activities for major incidents
• Implement production support processes and procedure, initiate continuous improvement initiatives
• Work with Development Team to define and ensure new enhancements' production and support readiness
• Build and maintain repository for deliverables, methodologies, and production support documents
• Bachelor's degree in computer science/engineering
• At least 15 years of relevant experience in Banking, Trade surveillance, Customer Management, KYC and AML solutions
• Experience in managing a diverse team across various geographical location
• Experience in managing production support and maintenance
• Outstanding stakeholder management skills
• Requires superior analytics and problem-solving skills
• Meticulous and has a high level of attention to details
• Ability to work in a fast-paced, team-oriented environment
• A strong & assertive communicator in speaking & writing
• Broad knowledge of hardware, software and programming
• Good Knowledge in ITIL framework
• Experience in setting up offshore team
• Work experience in UNIX, Oracle and Websphere

Unix / Linux Production Support Specialist Resume Examples & Samples

• Work individually or in a team on various system projects related to UNIX and Linux and provide Application Support for applications running on these platforms
• Assess and identify appropriate changes and make recommendations for implementation
• Plan, prepare, test and apply maintenance fixes provided by the application vendors
• Develop test plans for implementing new software or new releases of the software
• Assist application developers with high level problem program debugging and correction
• Provide system support including off shift on call support as and when required
• Enhance staff skill levels by cross training
• Experience supporting and administering UNIX & Linux environments
• Must have experience installing and configuration of the application software
• Must have experience in applying application patches and maintenance packs
• Understanding of Unix file system structure and permissions
• Experience working with security hardening of the servers and audit requirements
• Korn shell and perl programming
• Experience with Red Hat, Suse Linux and AIX
• Certification or Training in WebSphere MQ is Plus
• AIX on pSeries experience
• Linux experience (RedHat/SuSE)
• Perl experience
• Korn shell experience
• Oracle SQL and Toad experience is a plus
• Must have quality team building skills, positive attitude, detail oriented, self-motivated and strong project management skills
• Ability to manage multiple projects simultaneous

Wholesale BIO Production Support Specialist Resume Examples & Samples

• Ownership, production, and maintenance of all Wholesale BIO reports
• Ownership, production, and maintenance for Wholesale client relationship management system, officer hierarchy, and salesforce operational data marts
• Production readiness testing and routines to ensure all new / changes to information capabilities and assets are quality products, will not negatively impact production, and are ready to be supported by production support
• Identifying production issues prior to our Wholesale teammates, owning issue management and responsiveness, and driving to root cause and resolution as appropriate in partnership with our Business partners and EIS teammates

Wholesale BIO Production Support Manager Resume Examples & Samples

• Bachelor's degree or an equivalent combination of education and related work experience
• 10 years of specific experience in designated LOB/Function
• Experience in financial services industry
• Experience in business intelligence and resource management
• 12 years of specific experience in designated LOB/Function
• 5 years of leadership experience working with a direct and/or matrix team
• 3 years of leadership expeience working with a direct and/or matrix team
• Deliver a reliable, stable and operationally excellent application services suite through identification, planning, and managing outcomes across the applications life cycle and dependencies (including capacity planning), in line with the broader business and technology strategies, with the goal of continuously advancing the portfolio to meet business requirements
• Understand and utilise the full functional capability of system applications and provide input to and communicate standards for service management and project delivery and ensure the team is customer focused to provide efficient workable solutions to problems
• As required direct the delivery of technology components of large projects ensuring technology costs, risks, resource requirements and timelines are accurately determined and managed and that technology solutions meet customer, business and quality requirements to enable projects to sustainably deliver project objectives and customer and business benefits
• As a member of the Applications Domain leadership team provide input and advice on technology planning and contribute to the development of technology roadmaps for relevant businesses
• Contribute to business planning for the Application Domain by forecasting, monitoring, and controlling business demand, capital and operating expense budgets, employee resource requirements and an end to end view of the cost structure for application suites, to optimise and leverage IT assets and drive cost efficiencies
• Develop and grow a team in accordance with our clients people principles and processes, including developing optimal structures and clear accountabilities, maximising employee performance, providing mentoring and coaching, etc. to ensure the right people in the right roles to deliver IT services required to achieve business objectives
• Circa 7+ years experience in a technology environment, preferably in a mid to large financial services organisation
• Demonstrable track record in managing regional/ global L1 teams (essential)
• Experience of managing applications in the front / middle and back office preferred
• Circa 5+ years experience managing teams and/or projects
• Demonstrated experience managing and building effective working relationships at all levels of an organisation
• Track record of successfully leading cross functional/organisation teams to manage an application portfolio, including
• Understanding & contributing to business cases to assess investment, risk and cost control decisions
• Driving efficiency and cost effectiveness by delivering IT process efficiency improvements in the portfolio
• Collaborating with and managing external Suppliers to provide a "seamless" extension of the internal organisation
• Tertiary level qualifications in Computer Science or relevant industry recognised certification
• Advanced knowledge of system analysis methods and tools
• Up to date knowledge of relevant financial regulatory and legal requirements

Senior Production Support VP-cts Resume Examples & Samples

• Establish strong working relationships between Production Services and Application Development teams as well as Infrastructure and other functional groups
• In partnership with global peers, define and run IT Risk governance framework for US CTS, which includes the creation of a monthly scorecard to measure the performance of all sub-ITBU�, monthly review with the Regional Head of CTS and associated directs
• Monthly review with IT Risk and Control and Audit to ensure transparency and communication
• Responsible for ensuring the regional delivery of the Knowledge management program using Confluence as the aggregating tool
• Regional responsibility to report and manage Operational Risk, audit & governance deliverables
• Lead US regional BCP readiness and quarterly testing program
• Drive service improvement across Incident, Problem and Change processes
• Deal with support escalations from Level 1 team, including complex user and monitoring support queries, with as minimal as possible escalations to L3 teams
• Provide hands on support to Financial systems and its interfaces
• Perform Impact analysis of the reported issues or risks and identify root causes and solve the issue by going through the business and systems workflow, identify system fixes that can help prevent reoccurrence of the issue and improve performance
• Provide incident management across both regional and global systems
• Ensure software or hardware changes do not impact application service levels
• Recommends continual improvements in service management strategy and processes
• Mentor and train junior team members
• To provide weekend support and release related deliverables in partnership with global leads
• 6 � 8 + years of working experience
• Bachelor�s degree in Computer Science, Engineering or related fields
• Ability to operate at the highest standards of quality and accuracy within required timeframes. Ensure decisions are made and outcomes delivered
• Database � SQL/Oracle
• Working knowledge of programming languages � JAVA, C or C++
• Strong knowledge of the Financial Services Industry
• Service Management ITILv3 process and toolsets , certified beyond foundation level with practical implementation experience
• Ability to effectively manage small to medium sized projects and facilitate project delivery
• Experience of working in global teams with global user base is essential
• Experience of functional/technical support in an Investment banking environment
• Hands-on experience of using tools such as Remedy or Service Now

Production Support Assistant Resume Examples & Samples

• Enter data to set up style master and all style related information for 3rd party product in EBA
• Work with Vince NY Retail team for product information, style set up timing and troubleshooting
• Must have experience with Microsoft Office
• Must have data entry experience in manufacturing operating system

Senior Production Support Manager Resume Examples & Samples

• Lead a team of technical SME-S managing the stability and optimization of the Wealth Management advisor desktop framework and several applications ,
• Day-to-day support of the Advisor desktop related outages
• Collaborating on projects focused on stability, optimization, business impact analysis, and associated risk-related methodologies, processes and procedures
• Responsible for continued stability of the Wealth Management platform and work on key optimization initiatives, collaborating with the ASG teams, Development teams, EI teams, business units, various levels of management and staff, to collect, analyze and make recommendations on optimizing the platform
• Provide subject matter expertise on interoperability, working with business and technical colleagues to provide reviews and provide recommendations to avoid any future downtime for applications/hardware
• Produce policy documentation, standards and procedures, products assessments, and training material including working with the various application support teams ensuring that they are documenting every single troubleshooting step in Morgan Stanley knowledge base system to resolve issues in a faster time frame
• Accountable for production stability and recovery, including ownership of incidents and change management
• Drive process improvements and efficiencies including an Automation Center of Excellence
• Manages level 2 production support resources and engages with level 3 and development teams when needed
• Ensuring disaster recovery architecture and environment is adequate to meet application RTOs
• Identifies improvement opportunities in the production environment, including owning the outcomes of the root cause analysis process
• Responsible for managing a team of approximately 30 resources
• Effectively convey root cause analysis of issues to software development staff for process/software changes
• Prioritize workload, providing timely and accurate resolutions
• 10+ years of experience in information technology with an emphasis on Application Support Management
• 7+ years of organizational management experience, managing teams of equivalent size, and experience working with global and diverse teams
• 7+ years leadership skills, drive for continuous improvement
• Demonstrated experience managing a team of 15+ people
• 7+ years of experience managing an end to end technology environment, including experience with software, hardware, desktop, utilities, and other infrastructure components
• 7+ years of experience managing application support functions, including experience working with service manager or peregrine, and with monitoring tools such as tivoli, wily, net cool
• Strong interpersonal skills: level-headed and composed
• Automation experience in an application support environment is a plus
• IP soft experience is a plus
• Strong problem solving skills and ability to make swift, sound decisions
• Application Development background is a plus

Application Development Production Support Specialist Resume Examples & Samples

• Identify root cause for Problems, and develop workarounds or permanent fixes
• Partnering with Support Specialists or Systems Analysts to gather and/or clarify requirements
• Interpreting requirements and providing design solutions that meet requirements
• Fixing or Developing capabilities and validating their functionality
• Developing test cases / scripts and partnering with team resources for QA activities
• Documentation of Solutions, design specs, standards, and developer guides or other technical documentation
• Transform requirements into new report design
• Develop / fix reports on Microsoft BI, SQL Server (SSAS, SSRS, Tabular model/multi-dimensional model), PowerPivot, Sharepoint BI (PerformancePoint Dashboards, Excel services, PowerView
• Perform unit testing /functional testing/ integration testing

Production Support Meta-peoplenet Applications Resume Examples & Samples

• Technical Knowledge: Apply technical knowledge (e.g. SAP, Java, .NET) to solve application issues with moderate risk/complexity. With minimal supervision, integrate technical knowledge and business understanding to create superior solutions for HP and for customers
• Escalation Management: identify potential escalations and alert management proactively. Manage basic escalations with customer
• Problem Management: Begin to proactively provide solutions to prevent problems from occurring in area of responsibility. Analysis of data and trends to define changes to increase application reliability, reduce maintenance costs, etc
• Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience
• May hold entry-level or intermediate-level certification(s) in work field
• Typically 1-3 years of relevant experience
• Configuration and parameterization of People net.system
• Structured Programming
• Relational Data Base Knowledge
• Development Methodology and VB.NET
• Provides daily direction for the SOMS operations team, including the coordination of activities related to configuration, monitoring, and execution across all SOMS environments
• Serves as 24x7 escalation point for SOMS Incident Management
• Oversees Weekend Maintenance Planning for client facing environments, including Major, Monthly, and Emergency Releases, Infrastructure Maintenance, and Database Maintenance
• Drives development and maintenance of infrastructure documentation including process/procedure documents and Monthly & Annual Batch calendars, as well as communications
• Reviews Change Requests (CRs) for system impacts and to provide estimate of implementation efforts
• Demonstrates technical leadership, and exerts influence outside of Operations team
• Develops innovative team solutions to complex problems
• Contributes to strategic direction for the SOMS team
• Bachelors degree in related field
• Experience leading operation team in a complex environment
• 3-5 years of experience supporting a large production environment
• Familiarity with n-tiered application environments
• Excellent planning skills
• Ability to coordinate multiple streams of activity
• Strong written, verbal, and interpersonal communication skills
• Ability to work night and weekend shifts as needed
• Ability to exercise independent judgment in driving incidents/problems to resolution
• Ability to guide and mentor team members in both day to day activities and career development
• Ability to develop and document processes, and identify areas for ongoing improvement

Sap Hana Production Support Developer Resume Examples & Samples

• Responsible to analyze a broken processes, develop and deploy a resolution
• Work with project delivery teams to review code before it is deployed into production for adherence to architectural standards and code defects
• Collaborate with other areas of support (infrastructure, source systems, etc.) to resolve high impact events in a timely manner
• Provide recommendations on improving the availability of reports and the stability of the production environments
• Keep manager informed on important developments and/or potential escalations
• Develop knowledge base by creating document from support experience
• Manage incident/tasks while communicating with their owners regarding resolution
• Must be willing to participate in weekend on-call rotations

Senior Software Engineer Production Support Resume Examples & Samples

• Knowledge for C,C++ and scripting languages like Power shell
• Understanding of Embedded systems and preferably dispensing technologies
• Knowledge of SDLC using Agile process
• Multi-threading model with Synchronous and Asynchronous communication with timer based and Real-time Event Management
• Knowledge of embedded protocols preferably CAN and Serial Interfaces
• Excellent debugging and fault isolation skills.for field issues
• Any new technical concepts and their associated costs and capital investments
• Clearly distinguish between fact and professional opinion in all communication work with development partners to build solutions and communicate effectively to build consensus on technical viewpoints
• Worked with Service and Support team to provide technical assistance to field issues and quickly diagnose and debug the issues
• Fulfill all Programming and Production feeds to all the bureaus around the World
• Update all VC and Fiber schedules for feedings pertaining to the bureaus
• Administrates all AD line information from the bureaus and coordinate with the AD in Bristol responsible for the events
• Supply SC HL needs to our Bureaus
• Provide updated information in real time to all the bureaus; information such as: Frame Store changes, Production room changes, etc
• Receives highly specific instructions on routine tasks
• Scope of administrative/coordination/support activities includes routine administrative procedures
• Work is subject to regular and close scrutiny and is closely supervised and review for timeliness, accuracy and correct procedures
• As directed, provides supports to the conduct of all semi-routine tasks
• May suggest modifications used in semi-routine processes
• Knowledge of all Production aspects, , including but not limited to: Studio, Events and ENG
• Knowledge of assigned areas of coordination
• Support aspects needed by all the daily processes
• Has a minimum of 2 years’ of related administrative and production support work experience

SAP Production Support Administrator Resume Examples & Samples

• Bachelor's degree, either in Information Technology related field or business
• Seven years of experience in a large-scale Production system environment(s)
• Minimum of four years related to technical and/or configuration project delivery
• Two years of project management responsibilities
• Experience working directly with both technical and business management
• Ability to translate high-level business planning information into technical information
• Excellent PC skills, including Microsoft Word and Excel, MS Project
• Review current production jobs and daily incidents with team member and TCC members
• Work with Business and Technical teams to come up with solutions to each incidents
• Lead plus support Control Room and Change Management when needed
• Use BBT methodology to insure production support team meets all business and technical requirements for day-to-day operations
• Supports work efforts and tasks insuring projects timeline are meet when needed
• Insures Production Support documentation is properly archive and distributed
• Supports Production and Project execution leads,
• Supports teams, inclusive of insuring meeting minutes are created, distributed, and TARs assigned
• Ability to work independently or as a member of a team

Production Support Level Analyst Resume Examples & Samples

• This roles primary responsibilities is to ensure the smooth and effective operation of supported applications and 24/7 availability of the systems through proactive monitoring of production processes, automating procedures where possible and not limited to all the activities listed below
• The role includes support of the following applications
• Provide 24x7 rotation coverage to all supported applications
• Ensure SLAs are defined for all supplies and deliveries
• Troubleshoot/Resolve/Escalate on all upstream files and ensure received within the SLA. Manage/reprocess second/third supplies, and roll back supplies as dictated by the business
• Process/Troubleshoot/Resolve/Escalate to ensure on time delivery of feed processing to ensure regional intra-day/EOD deliveries within stated SLA
• Process/Troubleshoot/Resolve/Escalate to ensure on time delivery to all downstream delivery within stated SLA
• Notify/Manage communications for all upstream/downstream delivery delays
• Troubleshoot/Resolve/Escalate application servers, web servers, messaging systems, web-based systems issues
• Troubleshoot/Resolve/Escalation of all application issues, data issues
• Ensure allocation/resolving of all user queries from business and track appropriately in Alacrity
• Address/Escalate all production issues in a timely manner and avoid BPI impact. Ensure BPI is reported for all incidents and impact
• Develop and maintain all levels of metrics to measure efficiency and take action where appropriate
• Document and track application production issues. Ensure proper follow through to get to the root cause of every production issue
• Partner with AD and work out strategic solutions to the issues
• Hosting working group, PTO meeting and follow through and suggest/implement continuous improvement to the process
• Monitor and track all infrastructure issues
• Maintain and expand on domain knowledge of applications/tools/infrastructure
• Execute meta-data changes with appropriate tracking
• Capacity tracking and management
• Identify, automate and reduce manual task requested by Middle Office
• Cleanup KPI to be more representative of the applications
• Track and reduce Manual work
• Streamline SLA, Conquest, KPI, BPI and Hygiene tracking of all applications
• SQL tuning to maintain and improve application performance and work closely with AD to provide guidance on improvements
• Bachelors degree in computer science or equivalent
• Minimum 3 years of experience support Java/J2EE, web services applications
• 3+ years of experience with Oracle, UNIX
• Experience with Windows servers environment
• Knowledge of Cluster Architecture environment
• Strong focus on delivery and on-time (SLAs)
• Working knowledge of Shell scripting
• Comfortable operating in a high pressure environment while managing incidents across a global business
• Familiarity with ITIL
• Must be able to work in a 24x7 rotational on call support environment
• PL/SQL. Shell scripting, Perl, Informatica, Autosys and job scheduling
• Product knowledge of Market Risk, Market Data and Trading Applications
• Athena Model/Rapid Application Development

Production Support Project Manager Resume Examples & Samples

• Responsible for managing the complete lifecycle of the engineering project
• Develop a resource plan, with buy-in from multiple engineering disciplines and align appropriate talent to support activities required to successfully complete the project
• Responsible for analyzing project requirements and develop timelines along with deliverables to insure successful implementation
• Responsible for analyzing potential schedule or priority delays and initiate plans for alternative actions
• Work with the customer to understand timing goals, define customer requirements, and manage tasks to achieve customer deliverables/specifications
• Minimum 4 -5 years related work experience in a supervisory capacity within Engineering. Experience in powertrain systems preferred
• Strong product planning, development, and analytical skills
• Excellent written and verbal communication skills as well as teamwork skills
• Problem Solving & Analysis: Able to gather appropriate data an diagnose the cause of a problem before taking action; separate causes from symptoms; apply lessons learned from others who encountered similar problems or challenges; anticipate problems and develop contingency plans to deal with them; develop and evaluate alternative courses of action
• Technical/Functional Expertise: Able to demonstrate mastery of the technical/functional skills necessary for performing own job; maintain state-of-the-art knowledge of the advances in field; regularly publish or present on leading-edge issues; conduct leading-edge research or similar work that has organization-wide impact; play a key role in advancements in profession

VP-production Support Resume Examples & Samples

• 3rd party software evaluation / integration / deployment
• Developing and enforcing infrastructure best practices for 3rd party and internally developed applications
• Plant Hygiene and management for IBD/GCM/Research �servers
• Maintaining business and application knowledge required for supporting the applications used within the Advisory Lines of Business
• Escalating and managing severe incidents following standard outage management procedures
• Defining procedures and creating documentation / scripts / tools that attempts to commoditize the support work so that it can be outsourced to offshore vendors
• Working on recurring maintenance activities such as file systems archiving clean-up, system software upgrades, etc
• Reviewing and signing off on production turnovers from the development practice areas
• Strong knowledge of Linux/Unix
• Strong knowledge of Windows a plus
• Understanding of network concepts and protocols
• Ability to work independently �on solving �ambiguous and open-ended problems is required
• Ability to work with dev, qa, product management to gather information for application support
• Ownership over production issues and willingness to go above and beyond to support the business
• Strong technical documentation skills
• Team oriented to transfer and gain knowledge to/from others
• Coding skills for work with tools a plus (i.e. PERL, PHP, Ruby)
• Ability to communicate with non technical and technical employees
• Crisis management to own outage calls while under pressure
• Investigate causes of issues and provide recommended solutions as well as implement if necessary
• Create standards to be followed by fellow team members and other groups
• Must work with a business focus to add value while cutting costs
• Organized with the ability to prioritize tasks accurately and efficiently
• Self Motivation is required
• Work closely with market data contacts at client firms to seek fast resolution to issues impacting their Enterprise Real-Time data feeds and questions regarding product usage
• Organized escalation of issues to internal Bloomberg groups such as Network Operations, Global Data, and Systems Development
• 2-3 years of experience in a client technical market data support environment
• Knowledge of network infrastructure

VP of End User Computing & Production Support Resume Examples & Samples

• Set strategic direction for operations and engineering for the application hosting environment for internal and external customers and end users
• Lead the company as a thought leader in Dev-Ops, Agile SDLC and Continuous Delivery practices
• Plan and oversee staff performing operational responsibilities for ITILV3 Service Strategy, Service Design, Service Transition, Service Operations and continual Service Improvement processes (e.g. change, incident, problem, event, knowledge management, asset, etc.) for the application hosting environment
• Lead the team to develop requirements, evaluate, choose, procure, and project manage the implementation new technologies regarding applications supporting the Dev-Ops agile software development lifecycle
• Responsible for the engineering, support and vendor management for all End User Computing systems (desktops, laptops, productivity software, SaaS and IaaS applications, email, SharePoint, etc)
• Responsible for all production support for all internal systems (Level 1 Help Desk and Level 2 engineering)
• Responsible for ITSM processes and applications in support of EUC applications
• Contribute to enhancing the knowledge management process and practices within the company, create best practices, process flows, templates, systems and support packaged service offerings where necessary
• Demonstrate creative, strategic thinking and problem solving; able to exercise independent judgment in a highly complex environment using leading-edge technology
• Demonstrate excellent verbal and written communications skills with technical and non-technical clients
• Demonstrate excellent interpersonal, negotiating and marketing skills to work with users, senior management, and external personnel on significant matters, often requiring coordinated activity across organizational lines
• Lead large projects to deliver customer commitments, effectively arranging resources and managing multiple small to large projects in a cross functional environment
• Minimum of 15 years of hands-on experience in Application Development, Application and Infrastructure Operations and Application Hosting
• Minimum of 10 years in leadership roles in Application infrastructure, platform architecture and system administration in application platforms (CRM, ERP) and custom developed solutions
• In-depth knowledge of End User Computing environments (Windows, Apple Macintosh, Linux) to include Active Directory, Exchange and other Microsoft support applications
• In-depth knowledge of Infrastructure (Server, Storage, Network, Cloud) and application stack components (OS, Application and Web Server)
• Deep experience with automation framework and tools to achieve Continuous Delivery
• ITIL V3 certifications required, PMP certification desired
• Experience facilitating meetings with multiple customers and technical staff, including building consensus and mediating compromises when necessary
• Experience overseeing (from a technical perspective) highly complex, multiple, global scale projects
• Experience in Cloud computing (Infrastructure as a Service) a must

Commodities Production Support Developer Resume Examples & Samples

• Carryout technical t analysts on CitiExotics Risk Platform for commodities asset class
• Analyse, Design, Develop, Customise and Test Commodities Risk management tools
• Handle queries the various business groups related to risk numbers and work with partner technology groups for rolling out the risk solution to various branches globally
• Able to work with Quants to develop strong working relationship with Analytics teams
• At least 8-10 years of relevant development experiencey in commodities front office/trading environment
• Experience in Java or .Net and related technologies
• Experience in development and/or support of risk, PAA ,Market Risk and PnL monitoring tools for commodities Derivatives Systems, preferably in Commodities Tech
• Have good knowledge of any derivatives trading systems Derivatives - backed by experience
• Experience in troubleshooting business problems and coordinating a solution from various technical teams
• Strong skills in C# or Java
• Experience on Compute Grid
• Team leading ability
• Scripting in any language, SQL Development skills including T-SQL, ability to write queries, stored procedures
• Working Knowledge of other technologies such as Gemfire cache etc

Production Support Senior Technical Specialist Resume Examples & Samples

• IT Management - Takes responsibility for the design, procurement, installation, upgrading, operation, control, maintenance (including storage and communication of data, voice, text, audio and images) and effective use of IT infrastructure components and monitors their performance. Provides technical management of an IT operation, ensuring that agreed service levels are met and all relevant procedures are adhered to. Schedules and supervises all maintenance and installation work. Ensures that operational problems are identified and resolved. Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current
• Financial Management - Assists with financial tasks, especially in the areas of identification of process, service, project and component costs
• Change Management- Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, and suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change
• Release and Deployment - Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and IT partners on release scheduling and communication of progress. Conducts post release reviews. Ensures release processes and procedures are applied
• Application Support- Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate issues, collect performance statistics and create reports
• IT Operations- Provides technical expertise to enable the correct application of operational procedures. Contributes to the planning and implementation of maintenance and installation work. Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures. Provides reports and proposals for improvement to specialists, users and managers
• Problem Management -Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures analyzes patterns and trends
• Incident Management - Ensures that appropriate action is taken to anticipate, investigate and resolve incidents in systems and services. Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management
• Information Security Management- Ensures that appropriate action is taken to anticipate, investigate and resolve security incidents in systems and services. Ensures that applications and operational support activities comply with EY’s Code of Connection and Information Security policies
• 10+ years of experience in Information Systems in a related role, with tangible, relevant and demonstrated experience in application management environment
• Good business acumen and ability to negotiate with business partners
• Ability to adhere to strategic operational plans and translate them to actionable roadmaps
• Good financial and people leadership skills
• Initiates, builds and maintains productive customer relationships
• Ability to work and team with a multitude of different people to balance demands
• Ability to deal efficiently with escalations and difficult situations/people under pressure, such as restoration of services
• Outstanding management, interpersonal, communication and organizational skills
• Participate in a fixed shift pattern/on-call rotation
• Flexibility in scheduling with a willingness to work extra non-standard hours
• Demonstrable ability to provide daily direct supervision to team(s) of multiple people, which may involve formal counseling responsibilities
• Strong understanding of technology including networks (DNS, routers, load balancers, switches), storage systems (SAN/NAS), servers, operating systems (Windows 2000/2003/2008/2012), application, database & web platforms (IIS 6/7, SQL20005/08/12, .NET Frameworks), and Active Directory
• Demonstrable Intermediate to Advanced knowledge of web platforms such as IIS, WebSphere, Citrix, etc
• Demonstrable understanding of networking/LAN/WAN/ DMZ concepts
• Ability to read and understand code (Code-competency) for diagnosis, escalation to Level 4 teams as prescribed by position requirements (.NET, Java 5/6, AJAX, Javascript, etc.)
• Advanced knowledge of troubleshooting tools and techniques related to networks and systems i.e., remote access tools, Windows Support tools, connectivity tests, etc
• In-depth knowledge of Stored Procedures, SSIS and Data Transformation Services
• Experience with performance monitoring tools and analysis i.e., MS PerfMon, DebugDiag, SQL Profiler, etc
• B.E/ B.Tech/ MCA/ M.Sc Computer Science

Cib-production Support Resume Examples & Samples

• Specializes and develops expertise in one or more applications
• Resolves user-based queries in a timely fashion
• Update and Manage own problem tickets appropriately
• Maintain a knowledge base of known defects, issues, processes and techniques
• Perform post release testing after application upgrades and/or releases
• Provide support for the desk between Monday 7am - Friday 7pm on a rota basis
• Proven ability as a member of a team to communicate technical and production-related concepts to a broad range of

Tax Production Support Portfolio Lead Resume Examples & Samples

• Manage daily operations of a sub portfolio, product or area set of application(s)
• Identify operational improvements
• Establish a service culture with sufficiently ITIL-educated operations staff
• Implement standardization, automation and consolidation/centralization
• Participate in the development of annual budgets and manage expenditures in order to operate within the approved budget
• Participate in the firms' performance management and development process co-developing annual plans with counselees
• Interface and consult with other functional managers within IT services to coordinate planning and activities, incidents, problems, and changes to include Customer Portfolio, Solutions Delivery, and Service Management
• Actively contribute to the vendor relationship, escalating any issues involving support-related activities
• Participate in application project design, delivery, and transition
• Act as a change manager for supported applications
• Establish and maintain effective relationships with the local IT relationship manager and with local HR, and understand the local People policies for countries in which staff are located
• Tangible, relevant and demonstrated managerial experience in application management
• An overall understanding of the business objectives of service lines and Core Business Services departments
• Either have or work towards ITIL Foundation Certification in IT Service Management
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Ability to deal efficiently with escalations and difficult situations/people under pressure, such as restoring services
• Ability to understand and integrate cultural differences and motives and to lead virtual cross-cultural, cross-border teams
• Other language skills – Mandarin

Data Warehousing Production Support Manager Resume Examples & Samples

• Have previous experience working in a management capacity supporting mission-critical IT Data Warehousing Infrastructure technologies, specifically DB2, Unix, AIX (please note Netezza is highly desirable)
• Have experience in a management role in a Production Support environment
• Have previous people management experience
• Be available on an as-needed basis for emergency 7/24 coverage
• Manages day-to-day leadership direction and coaching for all staff to ensure quality and maintaining a high level of productivity
• Evaluates fiscal financial plans and responsible for managing budget expenses
• Oversees the implementation of all Human Resources programs and initiatives, consistent with the general directions and strategies provided at the enterprise and divisional levels, including
• As the Data Warehouse Production Support Manager, you/your team will be accountable for ensuring Operational Excellence & uptime SLA availability for the Bank’s Data Warehousing services
• Lead, incent and motivate a support team of up to 15 specialized staff
• Lead and Coordinate efforts to drive analysis and identification of problem investigation root cause
• Maintains the security and risk profile of the operating environment
• Demonstrates expert technical knowledge of related IT technologies/EI platforms, and solid/advanced understanding of other EI platforms/technologies (e.g. AIX, DB2, Linux, Netezza, VM)
• Possesses a university degree/college diploma in Computer Science or equivalent work experience, and/or 10+ years’ experience in an IT environment and 7+ years of management experience
• Possesses advanced leadership skills
• Possesses advanced facilitation and conflict management skills
• Strong People Manager, that is self motivated, goal oriented with solid team working skills
• Strong leadership blended with a demonstrated ability for tactical and strategic critical thinking
• Fully understands the relational technology environments (ie networks, MF and storage) and the interoperation
• Displays sound knowledge of platform Data Warehouse platforms (AIX, Linux, Netezza, ISAS, DB2, Netezza)
• Possesses applied knowledge of ITIL processes including Incident, Problem, Change, Configuration and Release Management
• Possesses solid communication, written and interpersonal skills
• Displays applied problem solving and analytical skills

Application Production Support Asd Resume Examples & Samples

• Responsible for production support and maintenance processes that include Batch Interfaces, server inventory, and application run books
• Running and checking SQL queries will be a key component of ongoing production support
• Supporting installation and deployment of Packaged Software used by Real Assets for financial analysis
• Documenting and coordinating the day-to-day functioning of the daily processes on all GRA applications
• Working across various teams regarding production support incidents to identify trends and provide recommendations
• Serving as information resource for business users
• SQL & SQL Server Reporting Services
• Knowledge of Control M Batch Application driven execution
• Batch Interface scheduling tools – Control M
• Visio, MS Project, Excel, MS Power Point
• UNIX and Windows Scripting
• Basic working knowledge of Java, JavaScript, JSP and Web based application
• Understanding the Real Estate Investment Business is a Plus

Production Support Team Member for Front Solution Resume Examples & Samples

• Provide in-depth 2nd line application support for production issues, including root cause identification and co-ordinating preventative action
• Analyse moderate to advanced inquiries and participate in problem resolution
• Manage production incidents, resolve independently or ensure appropriate ownership within support and development teams. Ensure clients and management are kept up to date on a timely basis
• Drive problem management and root cause analysis. Aim to permanently fix repeat problems rather than patch them
• Develop and maintain relationships with other technology teams including other global PTG PB teams, business lines, application development teams, application vendors and infrastructure (e.g. DBA, server teams, web services, etc)
• Participate in project reviews and provide quality feedback to ensure the stability of the existing applications
• Ensure appropriate monitoring of systems and hardware is in place in order to minimise future incidents
• Proactively monitor application status against SLAs and address any issues
• Periodic reporting to service owners and IT management
• Effective troubleshooting/analytical skills
• Effective verbal and written communication skills, including the ability to communicate with technical and non-technical parties, and provide the business and management with concise updates regarding issues
• Experience in an IT support team and/or support processes
• Experience in SQL skills (preferably SQL Server, Sybase or Oracle)
• Good Unix knowledge
• Ability to work in high-pressure situations and flexibility

Pricing Production Support Resume Examples & Samples

• Management of FTE domain leads in NY
• Oversight of offshore managed service in Mexico
• Incident management
• Change management including operational readiness of all Pricing application, and database changes
• Planning for and participation in IT/Business/Market change events and disaster recovery testing
• A track record of delivering results in complex or ambiguous environments
• Strong analytical skills to identify problems and problem themes and drive the necessary process and technology improvements
• Interpersonal: ability to work well with people across the organization, at all levels; building relationships, while driving change
• Management: ability to motivate, inspire and manage team members to ensure effective and efficient resolution of support issues
• Experience in an enterprise-level environment
• Experience with Microsoft Office suite for documentation, report creation, and presentations to Senior Management
• 8+years of experience
• Excellent knowledge of RDBMS, preferably Sybase and DB2
• Familiarity with server-level hardware, clustering technology, fileshares
• Experience supporting a diverse technology environment - Linux, Windows & Mainframe

Senior Manager, Production Support Resume Examples & Samples

• This role reports to the Managing Director, Head of Retail Lending, Business Lending and BPO Operations
• As a member of the senior management team, your core responsibility will be supporting the Lending Operations production teams
• The managers that will be reporting to you will be responsible for process transformation, documentation enhancements and quality control functions
• Significant leadership opportunity to work directly with US Business partners and engage in delivering process improvements
• Diverse aspects for the role, including Business partner relationship management, implementing innovative solutions to improve the production team’s productivity, developing strategies to improve efficiencies, risk management, and people management including coaching team members
• Managing a team of approximately 42 employees including 4 managers
• Excellent understanding of the retail and business lending servicing process
• Experienced in vendor management and contract negotiations
• Dynamic personally with excellent customer service experience and a proactive approach to resolving production problems with the ability to thrive in a fast-paced environment

Production Support Services Analyst Resume Examples & Samples

• Monitors daily and month-end batch processing and daily and month-end reruns
• Fixes system issues, when required
• Works towards managing delivery of services according to customer service level agreement
• Works on a rotating shift schedule, i.e., night shirt and day shift
• Ability to work independently and within teams
• Willing to work on a rotating 12-hour shift schedule, i.e., night shift and day shift
• Basic knowledge in executes first level problem determination
• At least 6 months experience in execution of management escalation communication

Production Support Specialist Resume Examples & Samples

• Understanding of markets/trading business
• Financial industry experience in a support role working with front office staff
• Ability to operate effectively in a high pressure environment
• Good analytical and troubleshooting skills
• Experience with MS Word, Excel, Outlook and PowerPoint
• Experience with system monitoring tools
• Willingness to take ownership for problem resolution and to assume additional responsibilities when necessary
• Good communication skills including an ability to interact with diverse individuals including clients and traders, back office personnel, vendors, business and other technology teams
• Customer facing – able to confidently interact with demanding front office users
• Process excellence - a passion to achieve results though effective organization and process disciplines
• Ability to work with limited supervision and under pressure for periods of time, individually and as part of a team
• Experience supporting fixed income trading, in particular U.S. Treasuries
• Front office application support background
• Series 7 License
• FIX protocol knowledge, experience troubleshooting FIX trade issues
• Some scripting experience

Production Support Technical Specialist Resume Examples & Samples

• Intermediate to senior level experience in an Apps Support role
• Demonstrate strong execution capabilities
• Development background preferred
• Excellent critical thinking skills with complex systems
• Ability to lead issue discussions and interact with many teams Knowledge of business and customer support needs

Senior Production Support Resume Examples & Samples

• Communicate with NY/NJ/LN/SG teams for supporting items and technical details
• To support different applications in GSM
• Communicate and work closely with peer developers and supports
• Guide and support junior support
• Assist other international teams for any operational task Opportunity
• Work on one of the most critical sharing service platform for Citi
• Get exposure to various Capital Markets businesses at Citi
• Build the experience of working in global support teams
• Must be familiar with script language
• Must be familiar with database Non-Technical Skills Required
• Should have at least 5 years working experience prior to this job
• Must have good written and oral communication skills
• Must be comfortable participating in technical discussions and giving technical presentations
• Be a highly motivated, self-starting individual willing to work in a dynamic work environment
• Must demonstrate analytical thinking and problem solving skills
• Have a sound macro view of the working of Global financial markets
• Have a fundamental understanding of the workings of financial institutions, specifically investment banks

Citrix Production Support Manager Resume Examples & Samples

• To monitor the infrastructure and identify existing and potential problems, determine root cause and appropriate corrective actions and escalate when appropriate. Utilize corporate systems and procedures for incident management, problem management, service request management capacity management and change management
• Repeated, demonstrated history of delivering technology projects through the entire lifecycle within on-time and on budget
• Strong hands-on experience producing related documentation including: change controls, status reports, detailed schedules (MS Project), polished presentations (PowerPoint), risks lists, issues lists, action items and meeting minutes
• § At least 3-7 years of project management experience for technology projects including successfully managing multiple projects simultaneously and projects over $5 million in size
• § Able to maintain a calm, professional personable demeanor and have excellent skills in the following areas: vendor management, project scoping, budget management, communications, scope management, team building, and consensus building
• Well-rounded knowledge of key software development arenas including requirements definition, functional specifications, technical design, development, test, build/deploy and systems engineering
• Strong infrastructure and desktop technology background
• Ability to lead effectively without directly managing resources
• Ability to work with both executive management and line engineers
• Ability to work in fast pace and sometimes stressful environment
• Some weekend work and/or overtime may be necessary
• Team player that is willing to take recommendations from other team members of the team
• Need to be able to multitask and use time effectively
• Able to maintain a calm, professional personable demeanor
• Responsible for several components of a project or a complex component of a larger project
• Contributes to the team or department by applying his/her knowledge of one or more functional areas
• Fully developed professional able to work without direct guidance or direction from others
• Has in depth knowledge of the discipline and role
• Strong application development background (e.g., Java, SQL, Unix shell scripting)
• Experience working in a variety of application designs (e.g., web-based and thick-client distributed client server environment, vendor products)
• Experience working in a relational database environment (e.g., Oracle, DB2)
• Proven experience designing and implementing proactive systems monitoring and health checks
• Ability to influence and lead technical conversations with varied IT groups
• Financial services industry experience
• Experience with Tivoli, Wiley Introscope, Topaz and other monitoring tools
• Experience with change management process in a large corporation
• Bachelors degree in Computer Science, Computer Engineering, or equivalent

Production Support Abinitio Resume Examples & Samples

• Maintain, support and understand the enterprise Data warehouse system
• Own and manage batch processing of mission critical processes feeding into multiple systems like Trading, Risk, Account management and operations
• Provide “level 1 & level 2 support”
• Comply with project life cycle methodology and adhere to IT control policies and guidelines
• Identify applicable system platform, components, and dependencies
• Provide uniform integration into legacy systems
• Analyze production issues, perform RCA for those issues
• 3-5 years of overall IT Experience
• Core Skills
• Ab-Initio components like GDE, EME, Coop, MFS and good concepts and experience in parallel processing
• Strong knowledge of Control-M or other scheduling batch tools
• Autosys tool
• Good knowledge of Unix/Perl scripting
• Oracle PL/SQL skills
• Exposure on large DW databases is advantages
• Experience with data integration, batch processing, delta processing and change data capture
• Knowledge of Crystal Reports would be an added advantage
• Incident Management (P1/P2 production ticket handling, engaging different teams & driving the incident to closure)
• BFSI (Banking Finance Service and Insurance) experience is preferred
• Soft Skills
• Proactively identify and communicate issues leveraging standard monitoring and alerting tools, and work to resolve issues liaising with 3rd party resolver teams as necessary
• A good listener and should articulate ideas in writing and verbally to any audience in a way where these are understood and achieve the goals intended with that communication
• Have ability to work effectively with teams/people having different skill sets, personalities, work styles, or motivation level
• Readiness to work in flexible hours to provide for overlap with US teams
• Should be flexible for working in

AML Production Support Lead Resume Examples & Samples

• Provides oversight for all activities relating to production support
• Escalates incidents not addressed within agreed upon timeframes
• Regularly interacts and communicates with regions and countries to ensure effective two way communication relating to incident updates
• Recommends and implements incident management process improvements
• Oversees country implementation/ Production Verification Testing activities
• Experience in project management for systems implementations. Experience in systems implementation testing, ideally User Acceptance Testing (UAT) and implementation rollout activities
• Prior experience in the support of addressing production support issues highly desirable
• Excellent communication skills, verbal and written. Communicates effectively with staff including senior management and builds effective business relationships
• Strong interpersonal skills, particularly with people from different geographies and cultures
• Ability to work with limited supervision
• Background in AML policies as well as OFAC/Sanctions and possessing excellent analytical skills (quantitative and qualitative) and problem solving ability
• Experience in consumer processes, at branch and/or other channels is requested and the ability to read and opine on regulatory requirements for a broad range of Consumer and Corporate Banking Businesses
• Must be able to interact with cross functional teams and should be able to effectively communicate with Senior Management, for presentations, decision making and problem resolution
• Must be able to work with multi-disciplinary teams from different regions to implement initiatives at regional and country level
• Must be able to sift through complexity and see issues clearly. Must have analytical inquisitiveness and problem solving ability; an ability to ask insightful questions, break analytical challenges into workable components and draw meaningful conclusions
• Must be persuasive and capable of working in groups. Ability to collaborate with others to achieve objectives: leverage other people's skills and expertise
• Should be able to work to extended working hours due to global time zone variances
• Bachelor degree or equivalent experience required
• 3 years of broad and comprehensive knowledge of Consumer banking
• Position requires strong background in project management, quality assurance, and production support
• Prior technical experience highly desirable
• Experience in AML or other regulatory project is desirable
• Highly intellectual in character requiring exercise of discretion and judgment related to proposed changes to the Business
• Must be able to execute under pressure, many of the projects will have very tight timelines
• Must be able to follow projects that require very detailed analysis due to the impact to the businesses

Informatica Production Support Resume Examples & Samples

• Ensure application SLAs are met for all ETL batch streams
• Systems break/fix and troubleshooting Production failures
• Liaise with external parties (like Batch Systems, Application Developers/Silos, Teradata DBA?s, UNIX support) to resolve issues in a timely manner
• Escalate problems to Level 3 (core development and engineering) groups in a timely manner
• Engage in overnight batch optimization effort and drive related initiatives
• Ensure adherence to standards and policies
• Participate in weekly change and Operational Readiness Review meetings for application changes
• Turnovers and change deployments to be executed on a weekly basis
• Focus on automation and develop tools that enhance efficiency required for application support
• At least 4 years working as an ETL Developer/Support Engineer using Informatica and /or SSIS within an IT department, supporting both developers & users (business or other IT teams)
• Strong SQL and database concepts
• Must have experience in UNIX
• ETL Experience with Teradata, DB2
• Excellent written and oral communication skills for managing interactions both within the team and without
• Very strong attention to detail and organizational skills. Strong work ethic
• Teradata DBA knowledge
• Reporting experience (Business Objects, Actuate)
• Familiarity with Mainframe and TWS will be preferred

GPA Production Support Manager Resume Examples & Samples

• Key contact to senior management in providing timely and accurate production support related reporting and coordinates recovery activities for major incidents
• Engage and manage expectations of business stakeholders, service managers and senior management, understand, consult and provide practical solutions or recommendations to meet business needs
• Manage, track and ensure systems under charge meeting of Service Level Agreements
• Implement production support processes and procedures and initiate continuous improvement initiatives
• Mange and oversee production support issues and resolutions to closure
• Plan and drive DR, BCP and Technology Refresh activities
• Implementing solutions such as monitoring tool that align with the organization's business objectives
• Work with Development Team to define and ensure new enhancements’ production and support readiness
• Actimize, MANTAS, etc

Production Support Team Manager Resume Examples & Samples

• 4-6 years in a position with managing an operations team
• Expertise in a fast pace Research production environment
• Excellent technical proficiency in Excel, Word, PowerPoint and Adobe is required
• Strong ability to multi task in a fact pace environment and meet deadlines
• Desire to work in a team environment
• Structured, hands-on training and development program with advancement opportunities
• Communicate actively w/ any third parties
• Process all loan files pursuant to the NPF pre-closing checklist
• Prepare loan for Processing Manager sign-off review
• Prepare loan file for final clear to close with Underwriting
• Communicate any and all loan changes to Sales
• Communicate with Sales team in a timely manner
• Work in conjunction w/ Sales to ensure every loan in their pipeline is moving through the process
• Maintain daily workflow prioritization
• Coordinate all closing requests from Sales to the appropriate departments

User & Production Support Resume Examples & Samples

• Excellent, proven, client relationship skills
• Strong leadership skills and ability to manage across all areas of the organisation to ensure delivery
• Sound knowledge of desktop, mobile, access control and Service desk processes and technologies
• Investment banking experience will be beneficial, along with working within a wider IT Organisation
• Good understanding of the local regulatory requirements, rules, audits and controls
• Sound knowledge of local systems and onshore applications unique to the local branch
• Service and vendor management experience is a plus
• Production support services including on-call and weekend release responsibilities (Geneos, SharePoint)
• Planning, engineering, deployment and support of monitoring and other automation and testing tools
• Understand the full project lifecycle and take ownership of project deliverables to ensure successful implementation and integration of application changes
• Provide SharePoint administration support including, new site requests, governance over existing sites, and produce FAQ’s to reduce call volume
• Develops automation opportunities to reduce manual SharePoint support responsibilities such as Application On-Boarding and Data Management
• Bachelor’s degree or 2+ years of analytical work experience
• Knowledge in ITRS Geneos monitoring
• Minimum 1 year of experience with SharePoint 2010 Site Collection Administration; excellent skills with features such as workflows, dashboards, KPIs, web parts, granular site permissions, site maintenance, libraries/lists. Knowledge of integration with other products is a plus
• Clear analytical thinking and excellent communication skills
• Self-starter & ability to work in a team or autonomously when required
• Commitment and ability to meet deadlines in a high pressure & constantly changing environment
• Working with project delivery teams to ensure the quality of deliverables into production
• Providing front line support to our clients, builds strong relationships
• Logging, analyzing and managing queries, problems and incidents to resolution
• Helping to drive continuous improvement within the team as it relates to incident, problem and change management excellence. Understanding the impact of change in a complex technical environment
• Proactive capacity and resiliency planning and execution
• OS :- UNIX , LINUX, Windows
• DB :- Sybase , Oracle, MySQL, H2
• Scripting/Programming languages :- Shell, Perl, Java, SQL
• Sharepoint Administration
• Knowledge of Geneos, Nagios or other monitoring tool
• Knowledge of Jira, Sharepoint, Confluence
• Scheduling/ETL tool: Control M/Autosys/Bob
• Focuses on strategy and planning to meet the goals of tomorrow while ensuring robust support for the issues of today
• Supports the team in managing day-to-day operations within Merchandise and NPG Technology applications needs and can proactively prioritize the incoming Production Support requests to meet the needs of a dynamic business
• Provides coaching, mentoring and career development support to team members
• Works closely with team members to ensure a balance of workload allocation
• Applies knowledge of what motivates individuals and teams to drive engagement, commitment, and performance
• Deals with setbacks, bounces back from failure, learns from experience, and adjusts behavior where necessary
• Has a technical background and can identify potential issues of incoming new applications prior to team acceptance
• Uses data to drive creative/innovative solutions
• Utilizes broad working knowledge of related technology groups to create integrated technical innovations/solutions for our business
• Develops comprehensive solutions and plans
• 3 – 5 years experience supporting front office trading
• Knowledge of Fixed Income E-Trading business / concepts
• Bloomberg terminal
• Windows / Unix / Linux servers
• Sybase / Oracle databases, SQL
• ION Trading technologies
• TIBCO Rendezvous
• WebSphere MQ
• Perl / Shell / Windows scripting
• ITRS Geneos monitoring
• CTRL-M job scheduling
• Daily responsibilities will include but not limited to, problem queue management, facilitating problem resolution with engineering team, internal project tracking, communication on critical problems and vendor management
• Bachelors degree or specialized training / equivalent work experience
• Minimum ten years of relevant development/Support life cycle experience in systems and applications management including systems/application design and development
• Experience implementing quality guidelines, standards and procedures
• Knowledge of the following technologies is a huge plus
• Strong analytical and problem-solving skills
• Experience working in a compliance environment that requires quick action
• Strong analytical, logical, technical and problem solving skills
• They should also have a strong interest in client interaction and possess outstanding verbal and written communication skills Analysts must be able to work well under pressure on teams in a demanding environment
• Motivated self-starter
• Applicant should have a good working knowledge of customer support principles,
• Technical proficiency in order to facilitate investigations between the business, various levels of support and application development teams
• Proven experience in an Investment banking / IT environment with exposure to help management, change, problem or release procedures
• Experience of managing medium size teams
• Find logical solutions to problems and manage to resolution
• Track record of co-ordinating delivery of services involving elements delivered by other internal/external teams
• Strong ability to manage small to medium sized teams
• Strong management ability, motivating IT employees
• Have a good knowledge of the project lifecycle
• Be knowledgeable of a product/business area
• Typical qualifications may include an undergraduate degree
• Configuration Analysis
• Electro/Mechanical Assembly
• Manufacturing/Operational Technical Support
• Under minimal supervision, performs varied and complex tasks
• Applies advanced skills to perform functions of the position within assigned area
• Adapts new procedures, techniques, tools, materials and/or equipment to meet the more complex requirements of the
• Effective written and verbal communication skills are a must
• Knowledge of mail order pharmacy operations or 1 year in an operational support role
• Associates working in the state of Arizona must comply with the Tobacco Free Hiring Policy (see details below under Additional Information) and upon offer will be subjected to nicotine testing as part of a 10 panel drug test
• 2+ Years experience in mail order and/or retail pharmacy setting
• Knowledge of HPS Pharmacy applications (ePost and/or ScriptMed)
• Technical Degree or equivalent experience supporting large operations
• Pharmacy Technician Certification
• Previous computer systems experience (Argus, ePostRx, Computer Associates Service Desk, MS Office Suite)
• Co-ordinate with Stake Holders
• Root Cause Analysis
• Logs/Code Review/ Systems analysis/Troubleshooting and documentation
• Systems analysis, troubleshooting, and documentation
• Downloading required data/specified files from given websites on timely manner
• Investigate reason on tickets raised in the projects/applications and work on reducing them
• Four year college degree in Computer Science or Equivalent
• Strong exposure to Unix and Shell scripting
• Knowledge of Core Java and any other Programming Language
• Understanding of Design Patterns
• Knowledge of Sybase/Any Database
• Ability to grasp new concepts quickly
• Strong computer literacy
• Have an good knowledge of the project lifecycle
• Excellent working knowledge of the change, problem and release procedures used in the Group
• Proven technical expertise in an IT role
• A wide knowledge of IT hardware, software, operations and networks
• Works with external parties including vendors to ensure production support availability
• Flexible to work in shifts (7 am to 4 pm IST +/- 1 hr)
• Flexibility of weekend working where required for post production release checkout
• Excellent interpersonal skills, team player
• Excellent communication skills both verbal and written to be able to converse at all levels within the Organization
• Excellent presentation skills and be able to converse at all levels within the organization
• 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
• Effective skill and experience regarding system behavior and resolution
• Ability to work and effectively prioritize work that includes global focus
• Results orientated and highly flexible
• Possess the ability to quickly adapt to new systems
• Experience in a production application support role and/or financial industry support experience
• Previous instructor or presentation experience
• Strong analysis and problem solving skills. Motivated and results oriented professional who enjoys working in a fast paced environment. Demonstrates initiative and adaptability. Only escalates the most complex issues to manager
• Ability to prioritize work to successfully deliver service to agreed levels in a diverse and constantly changing technical environment
• Good knowledge of risk management, configuration management, and disaster recovery e.g. SIGMA / ITIL
• A Bachelor’s degree or equivalent experience with a major or minor in computer science or related field and over 5 years of proven and progressive technical experience
• Specialized experience in programming or database languages and techniques for application systems design; recognition as a technical resource within the work group; strong communication, project management, analytical, and leadership skills; the ability to take appropriate risk; a knowledge of businesses supported; and demonstrated ability to apply multiple technologies to business situations and identify and apply productivity improvements, blending the technical environment with strategic direction
• Ensures that IT ecommerce systems are operating with proper visibility and instrumentation sufficient to deliver incident detection, response and resolution
• Identifies and tracks incident trends and problems as they relate to system availability and performance
• Reviews problem tickets and other reports/tools to identify existing or potential risks to systems availability
• Enhances the processes that measure, monitor, and report on the availability and performance of all IT ecommerce systems
• Facilitates successful change in the IT commerce environment through Change Management which includes assists with weekly change management meetings as needed to ensure that requests for change are properly vetted
• Ensures daily/weekly/monthly ecommerce operation statistics are communicated
• Manages incidents to restore service as quickly as possible with minimum disruption to the business in order to meet service level agreements providing key leadership (Incident Management) for resolution
• Communicates incident status, resolution, and business impact to management through established channels
• Ensures that business impacting problems are properly addressed and customer impact is clearly understood and communicated
• Provides detailed documentation of incidents following resolution to improve and maintain the Incident Management process allowing for detection, ownership, and restoration of service
• Facilitates weekly incident review meeting with various IT teams to ensure proper closure of and reporting of business-impacting incidents related to ecommence systems
• Works closely with other IT resources to drive issues to root cause by engaging various teams within IT
• Supports the IT ecommerce operations team in managing day-to-day production support activities and interact with infrastructure, release management, change management, QA, DBA, and software engineering teams to proactively prioritize the incoming support requests
• Manage the 24x7 support functions for all ecommerce production systems
• Monitoring tools including such as Puppet and Nagios
• Maintain manufacturing/material inventory control system by analyzing and reconciling data
• Input updated inventory into database(s)
• Run and work standard Material Requirements Planning (MRP) / WC reports
• Maintain accountability for record keeping of material inventories
• Monitor fabrication, assembly, and repair operations; production processes; and vendors that support internal production schedules
• Create Customer Return Sales orders
• Support the gathering of parts and hardware
• Coordinate shipments and ensure that customer purchase order requirements are met
• Read and ensure that Enterprise Excellence Procedures (EEP's) and Standard Job Instructions (SJI's) and other requirements are understood and followed
• Support and participate in continuous improvement activities/events
• Demonstrates understanding of the fundamentals of programming concepts, interpreting technical specifications and development standards
• Utilizes knowledge of service level delivery to offer superior service
• Understands effects of IT Architecture on performance
• Identifying problems, crafting and aiding in implementing the solutions, and providing continuing support
• Perform Impact analysis of the reported issues or risks and try to find root causes and solve the issue by going through the business and systems workflow
• 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 weekend support related activities on rotation basis
• Work as strong team player
• 8 � 12 years of working experience
• Strong Unix/Linux skills including Shell/Perl scripting
• Strong database knowledge � SQL/Sybase/Oracle
• Basic knowledge of programming languages � JAVA or C++ will be plus
• Knowledge of the Financial Services Industry
• Knowledge of scheduling tools � Autosys
• Hands-on experience of using tools such as Remedy or Service Now - Desirable
• Hands on support knowledge of Middle Office, Settlement systems(like GLOSS), Swift will be highly advantageous
• Demonstrates working knowledge of Financial Services Industry concepts and is able to apply them internally
• Responsible for the proper functioning of existing applications and infrastructure
• IT Delivery/Control/Process/Stability
• KPI statistics relating to individual / teams capacity, performance and CSI
• Professional Ethics Compliance and Risk Management
• Industrialising the different processes
• Maintaining Knowledge Management
• Dealing with support escalations from Level 1 team, including complex user and monitoring support queries, with as minimal as possible escalations to L3 teams
• Work as senior support analyst to provide hands on support to financial systems and its interfaces
• Planning and execution of proactive non-ticket tasks (such as automation or tool implementations)
• 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 provide weekend support related activities in partnership with other team members
• 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
• Be a strong team player
• 6 � 8 years of working experience
• PeopleSoft- General ledger , Account Payable, Expenses, Treasury
• Basic understanding of Informatica and how to trouble shoot batch issues
• Database � Oracle/SQL
• Unix/Linux skills including Shell/Perl scripting
• Knowledge of scheduling tools � Autosys & cron
• Hands on support knowledge of Ledger system is required with knowledge of financial practices
• Experience of functional/technical support / investment banking environment desirable
• PeopleSoft, Purchasing, eProcurement, Asset Management, Treasury, Cash
• Management, Deal Management
• Work Experience in Business Objects will be plus
• Working within ITIL standards and structured, formal environments - ITIL qualifications � Beneficial
• Work within the SRM Production Support Team for handling day-to-day Production Support tickets
• Work closely with SRM Development and SRM QA Teams for following up defect tickets end-to-end
• Support and Troubleshoot of all SRM Production products
• Able to work in shift rotation
• Able to communicate and advise the ticket originator on narrowing down the Production issue based on input information such as Event Viewer logs and application logs, and lead to issue resolution
• Fresh graduates with good honors degree are encouraged to apply
• Knowledge and experience of Operating System such as AIX, Linux, vSphere and Windows
• Understanding of SQL Statements
• Understanding of Web Technology or Web Services such as IBM Websphere
• Ability to comprehend and explain technical aspects of System issues
• Must be a team player with excellent inter-personal skills
• Must be a self-starter and highly motivated
• Comfortable working in a fast-paced, dynamic environment
• Ability to articulate a problem and translate it into a written report
• Excellent problem analysis, troubleshooting and resolution skills
• Good in strategic and tactical thinking/decision making execution on solving technical issues
• Excellent time management skills
• Strong written, verbal, and presentation skills
• Passion for embarrassing new technology that is apparent
• Experience in Cloud Computing Technologies
• Minimum 1 to 5 years in System Administration
• Knowledgeable and experience of OS: AIX, Linux, vSphere and Windows
• Understanding of Web Technology/ Web services such as IBM Websphere
• Experienced in Java Programming and Scripting Languages
• Managing a set of ICSS applications within GTB
• SME for specific set of applications in Investor Services, Agency Securities Lending area
• Develop a good understanding of the activities required to execute and support production management functions
• Ensures the team provides optimum service level to the business line supported
• Take overall responsibility for the resolution of incidents and problems within the team. Oversee the resolution of complex incidents. Ensure that the right problem solving techniques and processes are applied
• Assists in defining and managing OLAs with GT stakeholders
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress
• Ensures the team understands OLAs and resources appropriately and are aligned to business SLAs
• Provide strict production gatekeeper function by reviewing the solutions coming from CIO and ensuring that nothing goes into production operation unless all prerequisites have been met and that the different component operators accept it
• Undertake specific functions within the relevant production management process as identified for the specific production management area
• Collect, interpret and respond to changes in production data, as appropriate
• Track the resolution of problem tasks
• Understand thoroughly the end to end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. Application operations)
• Maintain an end to end view of the application and infrastructure landscape
• Provide input and contribute in audit and compliance related activities
• Collect, analyse and produce metrics on process data for KPIs to find out improvements
• Identify risks and issues related to the area
• Observes areas requiring monitoring, reporting and improvement
• Identify required metrics and ensure they are established, monitored and improved where appropriate
• Continuously seeks to improve team performance
• Participates in team training events, where appropriate
• Establish realistic SLAs aligned with the customer expectations as well as the demands of standards and best practices
• Work with Release Management and Transition and Release Services to deliver safely into production
• Prepare, coordinate and execute scheduled DR tests
• Understand and manage flow of data through the application infrastructure. It is critical to understand the dataflow so as to best provide operational support
• Drive knowledge management across the supported applications and ensure full compliance
• Productions support within a global support environment
• 5+ yrs experience in IT in large corporate environments, specifically in the area of controlled production environments preferably within Financial Services front office facing/trading system function
• Global Transaction Banking Experience of minimum 2-3 years is preferred and ideally Securities Lending exposure
• Experience of supporting complex application and infrastructure domains
• Broad ITIL / best practice service context within a real time distributed environment
• Ability to work in virtual teams
• Strong understanding and background in Unix and Windows
• Strong understanding and background in Oracle
• Strong understanding of market data platforms such as Bloomberg
• Good understanding of trade lifecycle
• Good understanding of app server technologies such as Java J2EE, Weblogic, Tomcat, Apache
• Good understanding middleware technologies such as MQ, Solace, Tibco EMS
• Sound shell scripting skills
• Experience in managing relationships across multiple disciplines and time zones
• 7-10 years of experience in Information Systems in a related role, with tangible, relevant and demonstrated managerial experience in application management environment
• Strong understanding of technology including networks, storage systems, servers, operating systems, application, database & web platforms
• Strong customer orientation and able to manage customer expectations
• A degree in Computer Science and/or a business related degree; or equivalent work experience
• 7 to 10 years in a corporate IT environment working with multiple disciplines to provide operational support in line with customer needs
• Significant experience in incident / problem management. Project/program management would be beneficial
• Other relevant experience in customer service and/or business management roles
• Work experience in professional services industry preferred
• Problem analysis and resolutio
• Manage user queries and service requests (often requiring in depth analysis of the technical and/or business logic of our systems)
• Sense of urgency when handling production issues impacting the desk�s / firm�s ability to do business
• 3 Key competencies critical to success of the role
• Ability to deliver to deadlines in a environment where multiple competing priorities are a part of the job
• Strong Prime Finance business knowledge, or demonstration of a keen desire to learn
• Strong SQL (Nomura�s Prime Finance business uses Oracle and Sybase)
• TIBCO Middleware knowledge would be beneficial
• Knowledge of Swaps, Prime Brokerage and/or Securities Lending will be an advantage
• Determination of root cause of incidents (configuration vs defect)
• Adhere to EY and ITIL guidelines for Incident, Problem and Change Management
• Effective call management including logging, monitoring/updating, prioritizing and resolving calls in a timely fashion
• Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences
• Is able to plan, schedule and monitor work activities in order to meet time and quality targets
• Is able to absorb rapidly new technical information, business acumen, and apply it effectively
• Good appreciation of wider field of information systems, its use in relevant employment areas and how it relates to the business activities of the employer or client
• Windows 2003 / 2008 R2 / 2012 Server
• IIS 6.0 / 7.0
• SQL 2000 / 2005 / 2008 / 2012
• .NET Framework 3.5 / 4.x
• Demonstrable knowledge of C#, VB.Net
• SharePoint 2010 / 2013
• Read and Modify XML based config files
• Experience with Web Services
• Read and Modify JavaScript based custom components
• Read, Modify and Execute SQL scripts
• Verify user and group rights to server machines, folders and files
• Verify IIS application permissions and configurations, platform and tasks (security, application pooling, SSL certificates, etc.)
• Demonstrable Intermediate to Advanced knowledge of web platforms such as IIS
• Intermediate to senior level .NET programming and/or scripting experience. (C#, Shell Scripting, HTML 5, HTML)
• Verify configuration of Windows services
• Execute application install packages
• Query SQL tables and views to identify data related issues
• Analyze XML data feed files to identify data related issues
• Analyze SQL execution plans to identify performance bottlenecks
• Analyze Windows performance statistics to identify resource bottlenecks
• Analyze logs from IIS, Windows events, and SQL to identify errorsAbility to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
• General understanding of various IT security concepts as they relate to production environments
• Demonstrable knowledge of Stored Procedures, SSIS and Data Transformation Services, Tables, Foreign Keys, Indexes
• Familiarity with SQL DBMS interface and integrated tools
• Creation of simple queries, running pre-defined scripts, configuration, security, and interpreting logs and traces
• General knowledge of SQL and In-depth knowledge of MS SQL Server 2008/2012/2014
• Experience of Active Directory/LDAP
• 3+ years in Application Management, Operational Support environment/discipline
• Approximately 2-4 years of experience in technology support with working knowledge of a functional specialty
• Approximately 1-2 years of experience in a corporation environment
• Ensuring high availability of trading/order management systems at both client and server level
• Troubleshooting problems with data feeds between applications and/or market data sources
• Verifying data integrity and consistency between systems
• Providing ad-hoc reports to different business areas
• Assisting users to use their applications effectively and providing ad-hoc training
• Solving a variety of user problems relating to the application clients, servers, data, user administration, usage and functionality
• Driving an operational environment for multiple business applications, including daily operational tasks, incident and problem management, change and new application/service, on boarding in addition to ensuring a stable operating environment
• Acting as an escalation point for user issues and requests within the stream and reporting issues to Senior Management
• Maintaining a detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications
• Defining, documenting and maintaining procedures, Service Level Agreements (SLA’s) and the knowledge base to support platforms and to ensure consistent service levels are achieved across the Global support team
• Building and maintaining effective and productive relationships with Stakeholders in Business, Development, Infrastructure and Third Party Systems/Data Providers and Vendors
• Ensuring the delivery of key data feeds within SLA’s, consistently achieving maximum availability (up time) for critical functionality
• Managing incidents through to resolution, keeping all Stakeholders abreast of the situation and working to minimise impact wherever possible
• Conducting post-mortems of incidents and driving relevant feedback into incident, problem and change management programmes
• Coordinating across streams and the wider Teams during incidents and key market and holiday events
• Driving the development and implementation of the tools and best practices needed to provide effective support
• Assisting in the process to approve all new releases and production configuration changes, while ensuring development includes all necessary documentation for each change and conducting post-release testing where required
• Performing reviews of all open production items with the development team and pushing for updates and resolutions to outstanding tasks and reoccurring issues
• Regularly reviewing and analysing the service requests and issues that are raised, seeking to improve the process and remove reoccurring tasks where possible
• Managing the relationship with the Clearing Vendor team, ensuring the work they are doing is optimised
• Performing reviews of existing monitoring for the platform and making improvements where possible
• Approaching support with a proactive attitude, working to improve the environment before issues occur
• Owning the production environment and acting as gate keeper for all changes
• Defining and documenting procedures
• 4-5 years of experience in a financial services company ideally supporting users on a trading floor environment
• Solid Background in supporting desktop and web applications in a trading environment
• Exceptional interpersonal, verbal and written communication skills
• This is a hands-on position responsible for the coordination of Level 1 Production Support tasks and Command Center tools and processes
• Within the Production support space, the person is responsible for the coordination of Level 1 task execution and command center monitoring activities across all PAGs 24x7
• Create and maintain comprehensive project documentation
• Drive resource alignment to support varying task and shift work
• Develop and Maintain project documentation to monitor and track progress
• Follow-up on all L1 and Command Center incidents to establish root cause and suggest remediation steps
• Report and escalate to management as needed
• Establish and maintain relationships with all Application support teams

Document Formatters & Production Support Resume Examples & Samples

• Format various documents, including text, headings, reference citations, charts/tables, graphics, and figures
• Ensure that formatting specifications are consistently followed within documents, including font and heading styles and appropriate spacing
• Provide excellent customer service, communicate effectively with internal clients, and meet project deadlines
• Expert knowledge of formatting and document assembly using MS Office, particularly Word, PowerPoint, and Excel. A formatting test will be administered
• Proficiency with MS Word’s Track Changes and comments functions
• Knowledge of creating, adapting, and applying document styles and creating templates
• Experience with formatting graphics using MS Office and/or graphics software such as Adobe Creative Suite
• Proficiency using Adobe PDF, including the comments functions
• At least 3 years’ experience in a professional setting, providing formatting and word processing services
• Bachelor’s degree with a specialization in communications, English, journalism, or related field preferred
• Familiarity with public health, health and survey research, and health information technology is highly desirable
• Familiarity with various reference formats, including APA, Chicago, and AMA, is preferred
• Experience working with Federal agencies preferred
• Experience working in a fast-paced, client-oriented environment is ideal
• Desktop publishing skills (e.g., experience with InDesign) are a plus
• Excellent verbal, interpersonal, and written communication skills required
• Should be able to work quickly, accurately, and collaboratively to meet deadlines
• Sound business ethics, including the protection of proprietary and confidential information, required
• Good organizational/problem-solving skills and attention to detail are highly desired
• Management of the admin team and their daily, weekly, monthly, and quarterly tasks
• Strong competency in of administrative and clerical procedures and systems such as Outlook, word processing systems, filing and records management systems, and other office procedures and terminology
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Competent in of principles and processes for providing customer service including quality service standards
• Leadership/Supervisory experience
• Resourceful with strong problem-solving skills
• Energetic with the ability to multi-task and handle pressure with professionalism
• Excellent interpersonal and communication skills, ability to interact with individuals at all levels of the organization
• Ability to research and identify essential information
• Ability to structure or classify multiple pieces of information
• Ability to read and understand work related documents
• Strong oral and written communication skill needed
• The ability to correctly follow a given rule or set of rules or instructions
• The ability to apply general rules to specific problems to come up with logical answers
• The ability to concentrate and not be distracted while performing a task over a period of time
• Ability to work under stress or time constraint
• Has good attendance and is dependable
• Ability to maintain confidentiality concerning departmental issues and/or staff members
• Accountable and responsible for the quality of support services delivered by the CST APAC Production Support Team
• Manage the APAC Support team members comprised of internal, contractor and outsourced staff based in Singapore and Pune, India
• Manage and drive major incidents for CST applications especially regulatory impacting incidents
• Develop strong relationship with key business and IT stakeholders and become their trusted partner
• Provide senior oversight and governance to the vendor partner / outsourced team (~30 staff) to ensure quality in support services
• Manage the APAC Support leads to ensure the entire team meets production support minimum standards, SLAs and support metrics, drive team improvements to elevate L2 support services, and ensure the team follows Incident, Problem, Request and Change management processes
• Manage team delivers within budgets and drive continuous improvement initiatives to reduce operational costs
• Strong experience in managing stakeholder expectation, timely communication and vendor resource and service management
• Experience in service deployment and onboarding
• Sound knowledge of ITIL processes , vendor management and service delivery management
• Ability to prioritize and deliver tasks against agreed timeline
• Excellent written and verbal interpersonal communication skills
• Strong influencing, collaboration and relationship building skills
• Proven track record of working in a multi-task, international environment with an ability to work effectively cross border
• 10 years of experience in Production Support/Portfolio Management / Team Management
• Production support/ITIL
• SQL, Autosys, UNIX
• MS Office Products
• Minimum of 3 years Financial Messaging experience
• Minimum of 3 years as a Service Operations Specialist/Client Services Manager
• Proven ability to deliver in a challenging environment balancing conflicting priorities
• Excellent communication, organization and teamwork skills
• Strong Excel, Powerpoint. Good Visio (or equivalent)
• Proven knowledge in Unix, Oracle Database, Exadata & Exalogic, Java, Wintel, MQSeries
• Proven knowledge in SWIFT, Embargo Filtering

Cib-production Support IS PB Client Facing Resume Examples & Samples

• Perform health checks & Monitor infrastructure, servers, databases, distributed batch jobs
• Escalate issues/Risks effectively when necessary across supporting framework
• Knowledge (documentation) management experience. Strong technical documentation skills
• Ability to align IT service offerings with business strategies, goals, and objectives
• Ability to perform root cause analysis and perform critical thinking around driving an issue to resolution
• Strong focus on automation and processes. Design, implement, improve and utilize key monitoring tools
• Strong SQL/RDBMS skills
• Good communication skills (both verbal and written)
• Able to multi-task, self-motivated and remain composed in high pressure situations
• Ability to work in global team with multiple stakeholders

Carebook Production Support Technology Analyst Resume Examples & Samples

• Work with IT to enhance warehouse data content, define business areas for all clinical programs and develop new applications for more automated reporting
• Work with the clinical areas to develop more automated reports for customer reporting and operational reporting
• Develop knowledge of Pharmacy and all clinical programs in order to support these areas through reporting
• Bachelor’s Degree in Business or equivalent work experience
• Prior group health insurance experience
• Comprehensive knowledge of all Microsoft Office applications, including Word, Excel and PowerPoint
• Ability to manage time sensitive tasks
• Clinical background: ability to speak clinical terms
• Experience in business writing or creative writing desired

Systems & Production Support Lead Resume Examples & Samples

• Conduct timely, accurate and effective analysis and investigation of system issues to determine root cause
• Identify, isolate, track and bring to resolution technical issues
• Daily system maintenance and administration
• Review technical documents such as BRD’s, MDD’s, TDD’s and release notes in order to prepare UAT test scripts and perform system set-ups
• Monitor batch processes and timely handling of failures
• Perform UAT on system enhancements and projects
• Participate in testing and production checkout activities, creating and archiving all pertinent documentation
• Coordinate with GLS Reporting Lead to define data requirements to support analysis needs; create, test and deploy new reports as needed
• Responsible for creating ad-hoc reports in Legal’s reporting utility
• Support COB testing on all legal systems
• Able to work extended hours when necessary as well as for purpose of on-call availability
• Perform end user training on legal systems
• Design and create end user system training guides
• Support overall system initiatives and process improvements
• Act as an internal reference for system identifying opportunities for enhancements
• Track and maintain statuses on all reported production issues and minor enhancements
• Document and maintain SYS ADM business processes
• Bachelor’s degree in a Computer related area
• 3-5 years experience as either Business/System Analyst or Production Support written
• Proven business analysis and requirements management abilities
• Critical thinking with the ability to problem solve
• Flexible, adaptable, responsive and positive
• Must be a self-starter, learn quickly, and work productively with minimal direction under tight deadlines
• Strong organizational and coordination skills
• Strong Excel, Visio, MS Word, MS Access and PowerPoint skills
• Service excellence mindset
• Customer oriented
• Willing to learn new things
• SQL experience
• Skills in programming, coding (Java, etc)

Regional Production Support Lead Resume Examples & Samples

• Regional Tier 3 support for HR system related issues
• Provide approval within their authority level where needed for system changes
• Act as liaison between Production Support (including Accenture) and the HR BU’s
• Act as liaison between Production Support (including Accenture) and Global Financial Services
• Act as liaison between the region and UTC Corporate HRIS Team
• Work with HR to organize and facilitate system related issues such as EIB loads
• Responsible for communication to HR and Payroll system stakeholders (HR, Payroll, Accenture, etc.) for system related issues such system outages, changes, new functionality, etc
• Work with Accenture, HR and Payroll to identify opportunities for system and process improvements
• Ensure the system stakeholders have the proper training and documentation for data entry, reporting, data flow, end to end processes, role and responsibilities, contact information, escalation path, etc. and communicate changes as needed to the stakeholders
• Partner with regional and UTC Corporate HRIS teams to ensure the Global HRIS teams communicate and collaborate successfully on all aspects of system support
• Act as a regional HRIS engagement lead to ensure the local HR and Payroll teams are aligned with the global HR roadmap and we successful communicate needs and collaborate on system changes, enhancements, updates, etc
• Troubleshooting, problem solving, logical decision making required
• Informatica Suite experience required; Informatica administration highly desired
• Cognos experience desired
• Data warehousing and Reporting background desired
• Experience with Remedy ticketing system a plus
• Demonstrated experience with Microsoft Office Suite – Excel, Outlook, SharePoint etc. required
• Ability to work with Analysts, development teams, and other partners to address issues outside the scope of production fixes
• Be available for rotation on-call support on a 24/7 basis as needed
• Work experience (1+ years)
• Education may be used to substitute portion of other core competency requirements per hiring manager’s discretion

EDO Production Support Lead Resume Examples & Samples

• Maintain a stable production environment with a focus on Informatica ETL and supporting processes
• Design and document production processes
• Maintain on-call list and procedures
• Serve as second level support escalation contact
• Review, monitor, and validate root cause on production incidents
• Provide management with status and reporting on production KPIs
• Ensure SLAs and OLAs are met
• Communicate job impacts to downstream application owners and business partners
• Determine impact analysis of external changes
• Ensure SDLC requirements are met when implementing change
• Audit to ensure adherence to standards and procedures
• Establish knowledge base for production processes and job schedules
• Collaborate with development and infrastructure teams to ensure smooth hand-offs when transitioning code to production
• Optimize performance of ETL tool mappings, processes and load routines
• Bachelor's degree or equivalent education and related training
• Five years of experience in a technical leadership role
• Five years of experience working in a production support role
• Development experience on the Informatica PowerCenter platform
• Eight years of experience with data warehousing and database programming
• Eight years of experience in analysis, design, development, customization, implementation and testing of software applications and products
• Experience building queries, including creating sub-queries, minus/union and inline queries
• Experience with performance tuning ETL tool mappings and sessions
• Experience with data warehouse architecture, data quality and data profiling, with a strong understanding of database concepts (e.g. referential integrity, indexes, keys)
• Knowledge of best practices for common ETL design techniques such as change data capture, key generation, error handling, logging and optimization
• Ability to successfully design, deploy and evolve ETL solutions to meet business needs
• Ability to validate design with business requirements to ensure completeness of an ETL solution
• Ability to work with a wide range of business and technical staff
• Strong analytical, troubleshooting and problem-solving skills
• Previous experience in the financial services industry
• 3+ years of Java Development Experience
• User Interface Development Experience
• Unix/Linux Command Line Skills
• Good Analytic skills
• Bachelors degree in job related field
• Aid compiler upgrades and OS migrations
• Enhance Windows and Linux based build infrastructure
• Compile and release 3rd party tools integrate them into the existing toolchain
• Liaison with other Citi teams to do releases and migrations
• Windows and Linux build system experience, good understanding of Make and Visual Studio
• Working knowledge of scripting languages: python, bash
• Knowledge of C++ is considered an advantage
• Knowledge or experience of web frontend development is an advantage
• BSc / MSc in Mathematics, Physics, Engineering or Computer Science
• Familiarity with Windows and Linux development
• Ability to implement industry best practice
• Being part of IT Application support team providing front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues
• Must have 1+ year of applicable experience working in distributed/ 3-tier model applications
• Experience with - Object Oriented Design (OOP), Java, J2EE, XML and Relational Databases
• Proficiency in developing secure web applications and server side development
• Spring MVC, EJBs, JDBC, JNDI, Struts, AJAX, JQuery, JSP, JSTL, Servlets, Java Beans, JavaScript, XML, MQ/JMS, JBOSS, XSLT, CSS, HTML, log4j, JUnit, Oracle or various Design Patterns
• Hands on experience with Oracle Databases
• Experience in SOAP/REST Web services
• Prior technology experience in the retail banking industry and/or retail wealth management is a big plus
• Prior experience working with an Agile-based development team
• AutoSYS experience a plus

Base & ATM Production Support Resume Examples & Samples

• Base24 and ATM production support, including active triage of
• Base24 expertise
• Expert level ATM knowledge
• Ability to read logs and diagnose issues in real time
• Research new products and technology solutions to improve timeliness, accuracy, stability, and cost effectiveness of scheduling, processing, interfacing, and integration functionality
• Establish processes and controls to ensure applications are in compliance with all ISO, SOD, and SoX controls and standards
• Review existing processes to ensure long-term operational stability and control. Revise and establish support processes as required
• Manage production support of Healthcare portfolio ensuring availability of critical applications/interfaces with zero unplanned outage
• Provide technical leadership and operational support for planned releases, incidents, and issue resolution
• Partner with application owners and IT teams to define and establish metrics for measuring application performance
• Triage production issues (Data, Code, Performance, Security, etc) and coordinate with the appropriate team for resolution
• Opening spirit
• Focused on teamwork
• Demonstrate initiative and leadership
• Orientation on quality and occupational health and safety
• Proactively identify improvements and address them through independent thinking within a consensus driven team
• Lead team to provide application support with consistency of process and policy as determined by Senior Management, Risk and Audit
• Recognize and escalate issues with serious business impact to the appropriate support and/or stakeholders
• Ownership and participation in the incident management processes, being accountable for resolution, root cause analysis and technology and business reporting and communication
• Provide written detailed updates using an incident management tool to enable efficient and effective trending of issues, escalate severity issues as appropriate
• Perform proactive problem management to help identify repetitive failures from day to day handling of tickets and identify potential fixes, enhancements, and automation that will help reduce the failures leading to reduction in support demand
• Lead application on-boarding and knowledge transfer efforts to properly provide production environment support on behalf of business, application and engineering
• Actively document repeatable work efforts for turnover and training to operational desks
• Interface with external vendors and their technical support to resolve issues
• Overall Guardian and Owner of the production environment that includes both infrastructure and application components. Proactively work with development and engineering teams to drive consistency and continuous improvement to the stability of the production environment and quality of services
• Drive efficiencies around cost, processes and engagement models. The person will be involved in budget discussion around resourcing and technology requirements,
• Employ effective communication techniques to provide project status reports to team members, direct supervisors, and to develop accurate documentation that complies with company standards
• Mentor, guide and manage staff's career development plans
• 4-5 years of IT experience in a financial services company
• Comfortable operating in high pressure environments while managing incidents and outage calls
• Strong investigation, evaluation and problem resolution skills
• Experience in developing and delivering communications to executive stakeholders
• Experience with SDLC (Software Development Lifecycle methodology, Agile and PMLC (Project Management Lifecycle)
• Rich in communication both written and verbal
• Enjoy interacting and forming relationships
• Capable of leading by examples, and influence
• Solutions and ideas provider
• Quick learner, team player and strong/effective problem solver
• Experience working with external vendors
• Experience with; Experience with Microsoft.NET C# using .NET Framework 3.5 or higher, DB2, Oracle and MSSQL Server database technologies, Windows and Linux, Java script, html
• Knowledge of ITIL framework
• Exposure to complex infrastructure with Networking, Load balancing, distributed and main frame technologies
• Experience in Service Now and TCM. (Incident, Problem and Change Management)
• Experience in Microsoft suite (Visio, Power Point, Word, Excel ), Project Management, Sharepoint, collaboration tools (Jira)

Production Support Person Resume Examples & Samples

• Work in a safe and controlled mannerfollow all safety guidelines and procedures when operating equipment and working in surrounding area. Utilize lock-out/tag-out procedures
• Perform all required quality checks and fill out proper paperwork
• Complete start-up and shut-down procedures
• Must be able to work daily and weekend overtime as required
• Perform sanitation on equipment and surrounding work area
• Trouble-shoot and complete minor adjustments on equipment
• Must demonstrate a sense of urgency to maintain line productivity and efficiency
• Must be trained in Total Productive Manufacturing processes, lead/execute Total Productive Manufacturing Activity Plans, CILs, and participate in Root Cause/7-Step meetings and FI project teams
• Must pass hands-on and standard operating procedure evaluation within the established timeframe

L Production Support Lead Resume Examples & Samples

• Lead the newly formed production management team based in Montreal, Canada
• Manage and mentor junior team members to foster skills development and career progression
• Define and execute upon measurable objectives to ensure the team’s goals are being accomplished
• Manage critical S1-S4 incidents and ensuring all key management and business stakeholders are kept up to date
• Build extensive business and application knowledge required for supporting ACT applications
• Ensure Production Management is embedded in the Software Development Life Cycle with internally developed apps, and with external vendors for bought apps, to ensure both are developed to meet production support standards
• Interface with senior clients in the business and other technology teams to provide governance and control within the production environment
• Work with the engineering and development teams to create production support and operating procedures
• Respond to high priority service requests, user issues and system generated alerts
• Setting up application monitors using industry standard monitoring tools, as well as creating customized monitoring scripts
• Coordinating recurring maintenance activities and large scale disaster recover events
• Reviewing and approving production deployments in a timely manner while ensuring plant stability is maintained
• Leverage problem management procedures to ensure incident trends are identified, tracked and resolved in a timely manner
• Identifying and owning the execution of post-mortem follow-up tasks in response to severe incidents
• 8+ years of Application Development or Production Support experience
• Ability to own and drive projects across multiple teams and organizations
• Possess a strong sense of ownership and willingness to go above and beyond to support the business
• Previous experience working for a financial services organization
• Ability to communicate with technical and non-technical employees
• Crisis management skill set to run incident calls while under pressure
• Highly organized with the ability to prioritize tasks accurately and efficiently
• SQL intermediate knowledge
• UNIX – Admin level knowledge
• UNIX Shell / Perl scripting experience
• ITIL Foundation or higher certification
• Experience with messaging middleware apps (mq) and job schedulers (autosys)
• Strong infrastructure knowledge in Linux / Unix, Windows, Database, Storage, Networking and Web Technologies (Apache/Java)

Production Support Lead-enterprise Business Apps Resume Examples & Samples

• Typically requires BS Degree or equivalent work experience
• ITIL v3 certification preferred
• Typically has 6+ years of directly related experience
• Demonstrated leadership experience/skills
• Mid to high level decision making ability
• CoreLogic product knowledge preferred
• Able to translate business issues into technical terms
• System engineering, application development, and database skills
• Troubleshooting skills
• Organized, detail oriented
• Experience in one or more of the following tools / disciplines helpful –
• Oracle Financials
• Supervision and technical leadership to manage production support team on day to day basis to oversee SLA metrics
• Drive Root Cause identification, preventive measures, tracking to implementation
• Identify and drive opportunity for service improvement
• Strong problem solving, analytical, priority setting, facilitation and multi-tasking skills
• Drive and work closely with change, build and infra teams to improve application stability and future enhancements/upgrades
• To provide on call support for any escalations/major incidents
• Work closely with Finance business
• The new hire will support a portfolio of Consumer Credit applications
• Handle scheduling and deployment activities for projects and releases
• Conduct regular review of system performance for capacity planning and identification of system improvements
• Perform daily health check and monitoring of production system to ensure SLA is met
• Travelling may be required
• Work as part of a larger team to influence and improve the maintainability, availability and security of our applications
• Possesses flexibility and adaptability and creates an environment of teamwork and collaboration
• Participate in disaster recover exercise
• Research production issues to determine if the issue is environmental or functional and determine next step toward resolution
• Write support documentation and non-functional requirements that help improve the recoverability of our systems
• 5+ years experience supporting n-tier web based application infrastructure
• At least 1 year of Level 3 production support or related experience involving web solutions and/or back office systems
• Excellent analytical, troubleshooting and problem solving skills
• Excellent communications skills and ability to interface effectively and at the correct level of technical detail with Technology Teams, Management, Partners and Business Lines
• Initiative and ability to quickly develop a good working knowledge of web solutions, infrastructure, and interfaces to interdependent systems
• Ability to both foster and maintain a collaborative team approach to problem resolution while also pushing the team to achieve quick resolution
• Ability to multi-task and balance/prioritize tasks
• A good understanding of

Compliancelink Production Support Lead Resume Examples & Samples

• Support/maintain applications in a production environment. Includes deployment, maintain, trouble-shoots, analysis, problem resolution, and/or small enhancements in production environment
• Often first point of contact for all production issues and coordinates resolution with users, vendors and internal service groups
• Adhere to Incident Management policies of U.S. Bank for all issue resolutions
• Maintains and manages application infrastructure and software (Tech Stack) and coordinates upgrades and maintenance on supported applications/infrastructure
• Maintains support documentation and follows standard IT processes and IT procedures for managing change and code with standard IT tools (e.g. SDLC, CVS/Subversion/Stash, etc.)
• Responsible for Application Technical Recovery plan (TRP), Run Books and Screenplay documents
• Perform Disaster Recovery exercises
• Prioritizes and performs a variety of assigned tasks
• After hours and weekend work may be required in order to perform tasks and maintenance that cannot be done during business hours
• At least 6 years of experience with activities, tasks, practices and deliverables for assessing and documenting business opportunities, benefits, risks, and success factors of potential applications
• Demonstrated understanding of client/server concepts and object oriented design
• Demonstrated understanding of SDLC
• 7+ years of experience with Application Production Support activities
• 5+ years of experience with Server/Application monitoring tools
• 5+ years of experience with Disaster Recovery exercises
• 5+ years of experience with Reporting Tools (MicroStrategy/Tableau/Crystal Reports)
• 3+ years of experience with Medium/Large Infrastructure/Software migration projects
• Primary Skills: UNIX Shell scripting, Oracle/SQL Server, PL/SQL, XML, Java/.Net, MQ Series/JMS, Web Services, SSL, Application Server/Web Server (Apache Tomcat), Scheduling Tool/Autosys
• Demonstrated understanding of VIP (Virtual IP) and WIP (Wide IP), Big IP, GTM (Global Traffic Manager), LTM (Local Traffic manager)
• Demonstrated experience supporting Application Data backup/Data Recovery processes
• Demonstrated effective communication skills, oral and written. Strong interpersonal skills and ability to work effectively in a team environment
• System testing
• System development life cycle
• IT standards, procedures, policy

Production Support Operator Resume Examples & Samples

• Based upon pressite production orders received, determines sequence and grouping of part numbers to be produced in order to maximize efficiency and minimize scrap. Uses four-bar slitter and band saw to cut and crease pressite
• High school diploma or GED equivalent from an accredited institution
• No relocation is being offered for this position - only candidates within a 50 mile radius of Waukesha, WI will be considered
• Legally authorized to work in the United States without company sponsorship
• Must have one year of experience working in a manufacturing environment
• One year of experience operating fork trucks, stackers, assisted lifting devices, and overhead cranes
• One year of experience using digital order screens and using a computer to print order sheets
• Coordinate logistics, prepare documentation for product shipment
• Maintain shipping records
• Schedule and coordinate international and domestic freight forwarder transactions
• Maintain knowledge of current import/export compliance requirements
• Ensure shipments and documentation meets DOT requirements
• SAP knowledge a plus
• Transportation of hazardous materials DOT/IATA regulations training a plus

Production Support Service Coordinator Resume Examples & Samples

• Coordinates, supervises, and is accountable for the daily activities of business support, technical, production team, or unit
• Manages communications with business, application partners, external teams, and internal team
• Production Support is primary responsibility, including monitoring, tracking, handling escalations, performance tuning
• Triage and resolve business issues (tickets) from service desk
• Resolve tickets within established SLAs
• Bachelor's Degree OR High School Diploma/GED with 5 years of technical experience with DB2 on an IBM mainframe
• Experience managing a team of 5 or more resources
• 5+ years of technical experience with DB2 on an IBM mainframe
• 3+ years of experience with VSAM
• 3+ years of experience with Production Support
• Health care experience
• Eligibility platform experience
• Experience working with offshore teams
• Managing overall Production Support Operations in India and Working with Global Team
• Owning End-2-End Handing of Core Banking Production operations from Batch Monitoring; Ticket Management; Health Checks; Environment Management; Permanent Fixes and Stakeholder Escalations
• Be a change agent to automate production support processes/operations
• Document Production Support Processes and Reporting (xls, pivoting, ppt, swimlanes, etc)
• Responsible for career development and motivating team
• Managing critical issues with the help of Leads(managing reporting, escalations, fixes)
• Manage/coordinate recurring issues and ensure long-term resolution through proper Incident and Problem Management
• Act as a facilitator and coordinate between various teams like Infrastructure, development team to resolve, analysis of root cause for complex issues and outages
• Highschool Diploma
• Basic technical knowledge in automated equipments
• Be available 24 hours / 7 days and 40hrs / week
• Be in good physical condition, capable of lifting and moving goods boxes
• Basic computer knowledge
• 8-10 years of related computer operations experience; including supervisory experience and
• Interim Secret security clearance required to start
• Microsoft SQL Server 2008; Windows 7 workstations; MS SQL Server Reporting Services (SSRS)
• Recent hands-on experience managing network equipment including Cisco routers; switches; VPN; DWDM technologies such as Fujitsu; Enterasys switches; TCP/IP; WAN/MAN/LAN technologies; Fluke network tools; and monitoring tools such as SolarWinds and F5 BigFix IP load balancers
• Candidate should have hands-on experience with setting up/managing a data center
• Experience supporting projects at Department of State ? Experience managing operations with more than 20 personnel ? Understanding of refugee processing for resettlement ? Experience setting up environments in the cloud

EDI Production Support Resume Examples & Samples

• 4 years’ experience working in an EDI environment
• 4 years’ experience monitoring EDI transactions and performing research, analysis and issue resolution
• 1 years’ experience using SQL Server 2012
• 1 years’ experience using Ultra Edit preferred

Head IT Applications Production Support Resume Examples & Samples

• Be the primary point of contact and relationship manager for the local business, country and other technology/operations leaders. The candidate must be comfortable with interacting with partners at a MD level in both written and oral English
• Manage the local technology team, expected to be around 25+ permanent staff & 15 + outsourced team. This will include responsibility for hiring, training and performance management, change management, release management & problem management
• Manage applications for critical local payments, dealing and clearing systems , regulatory & digital banking systems. This includes vendor management, BAU support, initiative planning and scoping for production activities
• Manage and plan green zone activities
• Manage current and next gen Technology,
• Interface with local regulators , internal & external auditors to support audit and compliance reviews
• Budgeting & SCM

ETL Production Support Analysts & Aux DB Resume Examples & Samples

• Responsible for problem determination and resolution, and providing Root Cause Analysis
• Manage Informatica users and roles in order to enforce data security, while making sure all users have the necessary access to perform their tasks
• Perform installations, upgrades and maintain patch levels as required
• Restore system continuity by contributing to incident and disaster recovery
• Develop Ad Hoc Queries and extracts to support Operations
• 3-5 years’ experience with SQL
• 3-5 years’ experience with Oracle PL/SQL
• 3-5 years’ experience with Linux. Linux Admin skills desired
• Solid understanding of ETL & Data Warehousing methods and technologies
• Strong Understanding of Informatica PowerCenter - creating mappings
• Informatica Administration experience desired
• Solid troubleshooting/performance tuning knowledge of Informatica workflow/mappings
• Excellent Customer Service skills
• This is a position for a Production Support lead to perform the following
• Coordinate and maintain a strategic portfolio of GMCF application
• Ensure that availability, integrity, and confidentiality of the existing production applications meet customer expectations and are in within the established Critical Success Factors and Critical to Quality metrics
• Resolve incidents, manage changes and monitor change implementation in Production environment
• Proactively monitor application performance and research root causes of performance deviations
• Perform analysis on customer requests and maintain proper communication with the customers
• Manage strict client security/controls requirements for sensitive/confidential financial data across portfolio: includes support of ACR, SCRP and MCRP input to business as necessary
• Track and monitor changes on 30+ GMCF servers, with minimum downtime and prompt communication to business
• Do code deployment requests on PROD, QA and Dev
• Monitor GMCF system issues and work/coordinate with the vendor on resolution of the issue
• Work with ITO to support upgrades and enhancements to the infrastructure. Work on issues/queries as the vendor have no visibility to client infrastructure
• Track and update UNIX, database, Sitescope passwords on all environments and plan for a downtime to configure new passwords to the system
• Work with a global user base of 100+ end users
• Monitor system alerts that affects GMCF.s availability and support its resolution
• Working knowledge of Production Support and System Analysis activities
• Strong knowledge of Oracle, Unix and ETL technologies
• Working knowledge of client Security and Controls policies and practices
• Experience using client’s design and development processes, standards and tools
• Strong depth of technical capabilities across various operating systems, development languages/tools and infrastructures
• Ability to understand Business processes and work with a variety of business partners at various levels of management
• Perform at an extremely high level of technical competence and maturity
• Experience in Customer Support operations - customer satisfaction is a primary focus
• Ability to translate technical details into business-like language combined with good written and verbal communications skills
• Strong analytical abilities and ability to apply previously acquired knowledge
• Team-oriented and highly motivated
• Adaptive to a flexible work schedule
• 4+ Year experience in working with applications on the distributed platforms
• 4+ Year experience with Oracle 10g or higher
• Experience with Unix/Linux, SQL, J2EE
• Experience with Autosys or equivalent scheduling tool
• Prior work in Application Management
• Knowledge of ITIL methodology
• Understanding of client Security and Control policies Candidate will learn support processes across a global finance and accounting application with distributed computing and relational databases
• There is a huge learning opportunity of Security and Control processes, root cause analysis, continuous process improvement and the implementation of ITIL practices, while working with a global IT and Business team
• B.S. Information Systems, Computer Science or equivalent work experience in the requested field
• Provide high-quality technical support for the suite of applications for our client
• Take ownership of customer issues reported and see problems through to resolution
• Recreate customer problems that may involve testing, debugging, troubleshooting and escalate to developers for resolution, when necessary
• Document knowledge in the form of knowledge base tech notes and articles
• Able to multi-task and manage multiple demands and projects within deadlines
• Need to work with developers on the new leaders and onboard the new assets/ features to existing assets with proper documentation
• Create/ review SQL scripts and responsible for pushing to live environments and smoke testing them
• Experience on enterprise technical support experience
• Should have good communication and customer interaction skills
• Very good knowledge of SQL Server MUST
• Good knowledge and experience of production support processes
• Strong analytical and troubleshooting skills
• Understanding of Load balancers and monitoring tools like SiteScope, Spectrum, SCOM etc.,
• Follow standard procedures for resolution of the agreed service offerings following the SLA

Technical Project Mgr-production Support Resume Examples & Samples

• 5+ years of Technical Project Management experience in the midrange environment (AIX/Linux) with Java-based applications
• Has a good understanding of architectural concepts (data, technical, and solution), issues, and trends, knowledge and understanding applications systems design, and integration
• Experience with Automating Production Support a BIG BONUS
• Candidate should be able to combine technical skills with overall application requirements to drive creative solutions
• Must be an adaptable and self-motivated team player with strong analytical, organizational, and interpersonal skills
• Able to work autonomously as well as collaborating as part of the team

Unix Production Support With SAS Resume Examples & Samples

• Need a Unix Production Support with SAS experience
• Previous Fannie Mae experience is huge plus
• Strong Unix Skills
• Remedy Or Service Now (Incident Management & Change Management)
• Production Support Model
• SAS Exposure
• Handling Multiple Environments (Solaris , Linux , AIX, Windows) - Data transfer to multiple environments
• Establish production runs, ensuring that appropriate job control language & its documentation
• Perform rerun and restart production jobs abend during dayshift. Define new calendars to production job scheduling; define, test and manage new reports to production Ammo/Webammo
• Set up & Schedule new production jobs to run cross flatforms
• Compile, reject, and/or promote batch and online programs to production 50%
• Assist peer, Application Programmers and Systems Programmers in problem determination and resolution of job or system exceptions 20%
• Review Jobs abend list daily
• Collaborate with other ITG support groups to have job scheduling or procedure JCL modification. 20%
• Participate as a member of the Bank disaster recovery program
• Help ITG peers in running TOS script to validate new patches or system software’s implemented or upgraded to production. 10%
• General Job Scope: Intermediate professional level role
• Provides production support on multiple platforms
• Works on multiple projects as a team member and may lead projects of moderate complexity
• May coach more junior technical staff
• Validate data (transactions/customer information, etc), performing trending analysis, ensure the accuracy and quality of all data
• Write/run reports to validate daily/weekly/monthly processing
• Provide assistance to Cost Assurance and Revenue Assurance Teams
• Point of contact for auditing requests
• Provide support to vendors/system interfaces and end users
• Support the Change Management process and create VCOPS for change implementations
• Support ad hoc requests for new business requirements and product launches
• Support the Revenue Assurance Team on all usage processing and provisioning related inquiries
• Support all usage related requests from Product Management
• Support application changes
• Design and Implement short-term development efforts
• Provide all data analysis support required to enable the business to successfully complete all month end close processing (journal entries, accruals, reconciliations and forecasts)
• Perform system analysis and ad hoc reporting for Finance, Data Marketing, Legal, Business Partners, etc
• Analysis of system processes/functionality to identify potential risks and/or opportunities
• Provide support for meeting all quarterly and annual SOX requirements
• Provide on call support
• Address and resolve Trouble Tickets assigned
• Validate newly deployed code to ensure no impacts to the vendors/customers
• Identify monitors to ensure that the system availability is 99.97%
• Identify opportunities to improve system health checks
• Save time and resources through process automation
• Proactively provide feedback to development and requirements teams when business gaps are found during the project life cycle
• Proactively troubleshoot all critical production system issues and identify opportunities for process improvement/make recommendations
• B.S. in related area or equivalent work experience
• 2+ years of experience in a related discipline
• Experience in production support for applications written in Java, P/L SQL, PERL
• Strong, thorough knowledge of Microsoft Office Suite, UNIX shell-scripting and writing SQL’s, XML, TOAD, MQ, WAS application deployment
• Proficiency in all Unix platforms – Sun Solaris, HP-UX, IBM AIX
• Basic understanding of the Software Development Lifecycle phases, including system analysis, design, coding, testing, debugging and documentation
• Basic understanding of computing software, hardware and networking infrastructure
• Ability to effectively negotiate solutions and deadlines with others at all levels of the business
• Ability to effectively consult and communicate with internal teams
• Ability to effectively multi-task and track numerous projects to completion
• Ability to lead in a fast paced, changing environment and provide rapid turn-around on deliverables
• Effective presentation, verbal and written communication
• Available to work occasional evenings and/or weekends as needed for support of specific product, process, or system launches
• Work hand and hand with the shift OC technicians
• Be the OC escalation POC for the shift and work with shift OC technicians and OnCue team
• Major Incident Manager/Change Manager roles for ServiceNow and other tools
• Monitor, analyze, troubleshoot and implement corrective actions of video delivery systems
• Maintain and manage the knowledge articles and database
• Work independently with ability to lead/coordinate medium projects and provide resolution for a wide range of complex problems which include installation and testing of associated hardware/software, scheduling/tracking and providing schedule/cost estimates to project team
• Analyze customer requests for specific requirements and with planning, determine best operational solutions
• Lead projects, provides guidance and training to less experienced personnel and or provides highest level of support. Makes recommendations that are generally followed by leadership
• Experience in monitoring, analyzing, troubleshooting and implementing corrective actions of video delivery systems
• Experience working in cable Headends, FiOS, IPTV, OTT environment, Hubs, Web Services, Servers or Video Network Operations Center
• Experience with multicast IP video, IP transport, Headend/Hub device configuration, servers, monitoring tools or Web Services is required
• Experience in Cable Headends, Hubs, IPTV, FiOS, OTT environment, Web Services, Servers and VOD
• Knowledge and operational use of video/network monitoring systems with troubleshooting and resolution experience
• Strong organizational & interpersonal skills with emphasis on verbal/written communication, including the ability to understand technical information and relay in concise manner to stakeholders
• Willing to work in a shifted 24x7 operations environment including holidays and weekends
• Experience working with command-line based applications using a UNIX or Linux OS
• Preferred Educational Requirement - Bachelor Degree or higher in Computer Science - Network Engineering

Production Support Analysts Resume Examples & Samples

• Identifies and resolves production issues
• Assesses the health and performance of processes
• Provides appropriate research support to business groups within the organization
• Advises on options, impact on other business processes, and system priorities where appropriate
• Defines specifications
• Identifies potential process improvement areas and suggests options and recommends approaches
• Performs basic updates to code and configurations
• Bachelor’s degree (or current studies) in Computer Science, Information Systems, Engineering or related discipline or equivalent experience
• Knowledge of SQL and relational databases, PowerShell or a similar scripting language and ETL processes is preferred
• Ability to comprehend detailed project specifications as well as the ability to adapt to various technologies and simultaneously works on multiple projects
• Ability to exercise good judgment, prioritize multiple tasks, and problem solve
• Self-motivated with the ability meet multiple deadlines and manage changing priorities
• Remote Desktop
• SQL Integration Services
• PowerShell or a similar scripting language
• FTP (Filezilla)
• ETL/SSIS (preferred not required)
• Tableau (preferred not required)
• Managing Production Support Shift Operations in India and Working with Global Team Lead
• End to End Handing of Finacle application production issues from ticket assignment including Issues analysis, Code fix, SIT Testing, UAT Test planning (Scope , duration),UAT support for user, Source promotion to production
• Document Production Support Processes and Reporting(xls, pivoting, ppt, swimlanes, etc)
• Monitor and Track Finacle BAU release processes into production
• Managing & Guiding the team members
• Managing critical issues (managing reporting, escalations, fixes)
• Manage communication for Major Incidents (SLA breaches, Application Major Incidents, Logistics issue) and responsible for communications with senior management
• Strong stakeholder management skills with main focus on continuous service improvement, consistent delivery and stability of production
• Establish required process for transfer of production support work to offshore in a risk mitigated manner
• Ability to train
• Willingness to assume and learn new responsibilities
• Proven housekeeping, sanitation, and detail cleaning skills (MSS)
• Team oriented ability to work well with others
• Willingness to work overtime when necessary
• Good attendance and work record
• Previous plant experience
• Excellent safety record and awareness
• Drive customer satisfaction through support offerings with emphasis on issue resolution and enhanced product usage; troubleshooting, upgrading, integration, and client service
• Demonstrate and maintain functional and operational knowledge of Equator products and solutions; including integration methods, support and delivery, product lifecycles, security risks and remediation efforts
• Manage clients' technical support requests to ensure efficient resolution of issues; collaborate with AM’ and work directly with clients and internal teams to resolve issues
• Establish and maintain relationships with Equator support teams and facilitate client business intelligence and opportunities for improvement
• Follow all documented processes to ensure visibility of the client's issue and/ or requests; ensure Equator values and standards met
• Leverage and involve necessary resources as required according to the severity of the client's issue and priorities; serve as an advocate on behalf of client for issues requiring immediate solution
• Maintain efficient and effective communication between client and the Account Managers
• Facilitate proactive communications regarding product solutions, support and strategic objectives
• Ensure compliance with Service Level Agreements as contractually documented. SLA's include, but are not limited to; customer status updates, issue escalation and responsiveness of Account Managers
• Client Engagement / Support / Customer Service / Communication
• Act as a dedicated support contact for multiple high level customers; assisting AM’s
• Identify with and become accustomed to products and systems used by assigned customers
• Demonstrate knowledge and understanding of Equator solutions, products and processes; driving solutions
• Build relationships with key client decision makers; ensure customer satisfaction and engagement by confirming client expectations met
• Work with internal and clients’ project management teams; confirm project on track and service levels maintained
• Review contract and maintenance agreements; coordinate timely renewals for each client
• Confirm accuracy of all customer renewal data in the system for which the PSM is directly responsible
• Ensure ongoing and structured communications are maintained with assigned accounts
• Coordinate and schedule onsite visits to enhance customer satisfaction and engagement; propose increased usage and functionality of Equator products and solutions
• Bachelors Degree or equivalent combination of relevant education and experience
• Minimum of 3 to 5 Years of client relations experience
• Experience with Default Services and REO
• Knowledge of the software industry and typical product deployment preferred; installation, troubleshooting, upgrading and integration
• Versed in Microsoft; including Word, Excel, PowerPoint, Access, including client and server-side technologies
• High level of business acumen and quick thinking; effective decision making
• Self motivated and drive to succeed; work proactively with a minimal level of direct supervision
• Experience working with and understanding contracts; effective negotiation skills
• Organizational and administrative skills, including problem solving and analytical skills
• Ability to manage technical projects and coordinate internal resources to solve technical issues
• Strong relationship / customer management skills; experienced with multiple dedicated clients in technical support environment
• Ability to multitask and prioritize job requirements; planning and coordination management
• Strong personal interaction, presentation and phone interaction skills; ensure professional level etiquette
• Ability to travel with minimal notice; on call as necessary

Developer Production Support Resume Examples & Samples

• Fix issues in a timely manner ensuring guideline dates are met
• Provide production support to customers (internal & external) through troubleshooting, problem analysis, and resolution to correct issues, including fixing code defects
• Maintain and improve the stability of our applications
• Assist analysis and troubleshooting during emergencies with our production systems
• Code review changes in our biweekly maintenance releases
• Code review selected changes in our 3 times yearly major releases
• Support and maintain the company’s existing production software solutions and core technologies
• Ensure application uptime by monitoring production applications
• Active participation in quality assurance of products through the use of SciQuest standards, practices, and configuration management
• Chair and participate in Project Working Group to improve production stability
• Assist in the identification and development of KPIs
• Create and manage regular dashboard reports for management review
• Ability to interpret data to develop action plans to improve business processes
• Ability to adapt to and be flexible with constant change and wear multiple hats
• Passion for delivering a great customer experience at scale
• Strong communication skills and ability to empathize with customers
• Competitive spirit and ability to lead and motivate teams
• Demonstrated financial and analytical skills
• Team motivation through employee engagements programs
• Ability to manage team size of 6-10 people
• Effective communication, sound planning and organizing, customer relationship, analytical thinking, problem solving, prioritization and flexibility
• Understanding customer needs and priorities to providing quality services
• Can write and provide executive summary to senior management
• Skill development for team to ensure smooth delivery
• Can communicate to peers, senior line management and senior business stakeholders. Provides support during major incident calls and understands technical constraints of live application / service when articulating solutions and business workarounds to impacted business areas
• Communicates clearly and concisely, using appropriate level of detail, terminology and style
• Creates a logical plan, realistic estimates and schedule for any activity
• ITIL foundation certified
• Proven results in Incident/Problem/Change and Release disciplines
• Production of high quality documentation
• Experience in handling users/Helpdesk
• Strong understanding of the internal and external environments required to deliver the IT solutions
• Strong knowledge of key application area, recognised as application expert by their peers and subordinates
• Strong and proven results in Incident Management and other ITIL disciplines
• Working knowledge of exchange traded derivatives and cleared OTC derivatives business processes
• Ability to learn and use new technologies
• 12+ experience (Banking industry preferred) in IT industry
• Collects and distributes wire, insulating paper, leads, and other necessary materials needed to wind coil orders
• Verifies that issued materials are the proper size/part number and checks for damage and proper quantity
• Returns all unused materials to their designated locations insuring that materials are properly marked so that inventory accuracy is maintained
• Must be familiar with the stockroom locating/stocking system and how to gain access using department PC and the SAP system
• Operates paper sheet machine to cut insulating paper to specified length sheets
• Sets up and operates the paper slitting machine which cuts rolls of paper for coil winding operation
• Operates several machines for sizing, cutting and drilling materials used in the winding process. Assembles kits for coil orders and fills bins of stock coil materials
• Cuts aluminum and copper leads
• Assembles metal and box forms as required for daily secondary winding production and stores forms after use in their proper location
• Must have a high school diploma or GED (General Education Degree) from an accredited institution is required
• The ability to work in the United States on an ongoing basis without company sponsorship is required
• No relocation is being offered for this position. Candidates must reside within the 50 miles of work location in order to be considered

Production Support B Resume Examples & Samples

• Production support employees at each level are expected to perform work at increasing levels of skill and complexity as they gain experience
• Reliability, communications skills, workmanship, and good judgment are essential traits
• Maintains records, makes reports and completes related paperwork as required
• Stores, handles, hazardous waste chemicals, such as acids, caustics, flammables, poisons and oxidizers in accordance with Federal, State, and Local Environmental Protection Laws
• May require certification to pack and ship hazardous materials in accordance with DOT, 49CFR and IATA regulations
• May operate trucks on public streets or highways ranging in capacity up to semi-trailers of ten (10) tons or more
• Employee may input and retrieve data from computer systems and buy off their own work in order to complete their assigned tasks
• May be required to learn and utilize business software applications to support operational functions
• May be called upon to interface with other departments to assist in resolving material problems
• Trains others
• Clean-up of work areas, tools, and equipment
• Will be required to perform the duties of the Production Support "A" classification as necessary to gains skills though on the job training
• Tows and positions aircraft
• Fuels and defuels aircraft and trucks
• May require a valid commercial operator's license to qualify as a motor fleet driver
• May be required to maintain a DOT physical examination certification
• Requires the ability to read and write in English
• Must be able to perform up to and within the prescribed physical and environmental factors of the essential job functions of the classification to enter and maintain employment in this classification
• Position may require the ability to obtain and maintain a security clearance which requires US Citizenship
• Overall quality of the IT Production Support for the G360 Program
• Team management and career development
• Bachelor’s degree in Computer Science or equivalent
• 10+ years of experience in Information Technology
• 5+ years of experience in managing Production Support for a critical global application working in a 24×7 operation and on/off shore support model
• 2+ years of experience working in a team that developed custom software
• 1+ years of experience in project management
• 2+ years of experience working with external software providers
• Demonstrable ability to work independently, manage tasks to timely completion and appropriately escalate issues as required
• Strong analytical, research and problem-solving skills
• Knowledge of Agile software development methodology is a plus
• Assist Painters by prepping units and operating the crane
• Assist Final Assemblers with bolted cover assembly and leak testing
• Determine from the Order Process Sheet what parts need to be kitted for Tanking and Final Assembly. This includes assembling kits, unloading/retrieving tanks and cabinets from vans and staging areas, and sinking core/coil assemblies in tanks
• Operate all material handling equipment such as forklifts, overhead cranes, and the gantry. Will also require a Commercial Driver’s License (CDL) to operate the flatbed truck to transport finished product between the plant and the outside storage yard
• Assist Welders by building covers, leak testing, retrieving tanks/radiators, and operating the crane
• Set up coils and cores on stacking tables in Wound Core Stacking and coils in the Stacked Core area
• Serve as a back-up to Material Attendants to help unload interplant trucks and deliver materials to the line
• Assist the Repairperson in the disassembly and repair of transformers
• Ability to meet the physical demands of the position including repetitive lifting (up to 50 lbs), awkward positions, and inclement weather
• High school diploma or General Equivalency Degree (GED) is required from an accredited institution
• No relocation provided. Candidates must reside within 50 miles of the work location in order to be considered
• Must be able to work in the US without company sponsorship
• Previous forklift and/or overhead crane experience
• Currently hold a Commercial Driver’s License (CDL)
• Education – High School Diploma, GED or equivalent work experience required
• Skills – Strong typing and computer skills (Microsoft Word and Outlook), Strong communication skills, Must be well organized and detail oriented. iClosings Direct experience preferred. Ability to bend/squat and reach on occasion. Able to lift items up to approximately 15 pounds
• Work Experience – Minimum 2 years of experience working with a title insurance company or other real estate services company preferred

Disclosure of Interest Production Support Resume Examples & Samples

• Impact analysis for all new reporting functions for new products
• Impact analysis of new or changes to existing regulatory rules
• Work with regional Production teams to identify the prioritisation of enhancement work for remediation of exceptions, confirming requirements are known and understood by CTB/IT and assisting with implementation
• Work with Production team, technology, CTB and Compliance to develop business requirement documents for system changes
• Assist with the Implementation of regulatory or business-driven change (including process design, training and handover to the production team)
• Perform gap analysis on process and procedures to identify control enhancements
• Using LEAN tools to identify opportunities that will deliver efficiency, improvements and risk reduction
• Draft test plans, execute user acceptance testing and co-ordinate testing inputs in line with ORC Testing Standards
• Support Global DOI Initiatives
• Knowledge of Disclosure of Interest regulatory obligations
• Ability to work independently as well as part of a team, including interfacing across all levels at Vendor and MS
• Strong Oral and written communication skills
• Strong Analytical and problem solving skills
• Ability to design and implement creative and flexible solutions to problems
• Ability to co-ordinate efforts with IT support to enhance functionality of existing technology platforms
• Ability to work to tight deadlines
• Ability to partner with colleagues across functions and lead effectively across geographical boundaries
• Strong experience of MS Office (Excel, Power Point and Visio)
• Strong Functional knowledge of operations and trade life cycle
• Familiarity with Morgan Stanley Operations systems, processes and frameworks

AVP, Production Support Resume Examples & Samples

• Join a regional based team responsible for ensuring the smooth running of production F&O trading globally
• Provide day-to-day application support to front-office trading systems, which includes monitoring all kinds of high-touch, low-touch and co-location flows, answering user queries, monitoring applications, release of changes to production environment and post-release checking
• Located on the trading floor. Interact closely with regional and global business users (traders and operations staff) and other groups in Technology to ensure issues are addressed and communicated in a timely manner
• Troubleshoot production issues to identify root causes and track issues to their completion
• Work closely with developers and business analysts to plan system rollout and application updates, provide feedback on production system performance, and investigate production problems and identify solutions
• Manage serious outages in production by interfacing between business, developers, infrastructure teams and management. Main tasks include: provide communication, take remedial actions to resolve outage, provide information to business to alleviate knock-on impact, work on post-mortem and follow-up actions for root cause identification, recurrence prevention, and any improvement in problem detection and resolution
• Candidates should be prepared to work out of normal business hours on a rota basis such as on weekends, or early morning shifts according to business needs
• Support production issues of a mission critical, web-based enterprise
• About 10 years of experience in IT
• 3-5 years of technical production support experience
• Strong Oracle database, SQL and PL/SQL skills
• Experience using Oracle EBS Interfaces and/or APIs. Modules
• Experience developing software with resolving issues in the technologies
• Proven problem solving skills from problem assessment to solution selection
• Good experience with UNIX, PL/SQL, schedulers
• Understanding of the importance for incident, problem, and change management procedures for day to day support activities
• Knowledge of “Best Practices” in production support
• Candidate must have a mind set to observe and absorb the entire day to day task in order to be able to support these applications at a later stage.Search Jobs US
• Provide both first and second line support for the extensive post production facility including Video Edit, Graphics and Audio edit; diagnose and resolve issues with all aspects of the post production and storage environments
• Work with the senior manager to plan upgrades for all Post Production systems, advising on systems enhancements and workflow development as required
• Work with the senior manager to interface with the Disney IS to ensure desktop and broadcast infrastructure work seamlessly together
• Work with key manufacturers and support vendors to achieve an appropriate level of service for the Disney lines of business
• Manage the spares inventory and ensure stocks of spares are current and accessible
• Knowledge and experience in Post production edit (Adobe Premiere Pro), Transcoding (Rhozet Carbon Coder/Episode Engine), Graphics (Adobe Creative Suite, Autodesk Maya, Cinema 4D) and Audio (Avid ProTools)
• Study business processes in client or host unit and how they are automated
• Examine business processes in unit to determine how they could be automated
• Suggest best practices for smooth operation
• Works with users of application that automates or executes their business processes
• May be required to develop data extractions or develop reports from requests or requirements stated by clients
• Use database, report writer, data mart, or specialized applications to generate reports or analyses
• Support Application & Coordinate Application setup in DEV/SIT/ISIT/UAT/IUAT
• May support application(s) in production
• Note interruptions in lower environments that could translate into production issues and review methodology/process to prevent happening
• Note interruptions or bugs in operation and carry out mitigation / problem management
• Will be tasked to deliver workflow for proactive monitoring
• Track issues and report periodically to group charged with monitoring uptime and efficiency of production application
• Participate in project meetings to plan rewrite of addition to application in production or being revised for release into production
• Will be assigned small projects for completion
• Should be able to work in a matrixed environment
• Knowledge of Operating Systems, Middleware, DB , WebServers, one or more batch control
• Must be a very strong team player and should be able to work with little supervision
• Candidates must have problem solving skills and be capable of breaking down complex situations to discover and resolve root causes, this applies to both technical issues and process issues
• Good communication skills both verbal and writing with the ability to discuss issues with users
• Experience in supporting all phases of SDLC
• Experience supporting applications in a UNIX environment (5+ years)
• Understanding of database concepts
• Knowledge of UNIX Shell and Korn scripting for automation of tasks
• Experience with Autosys job management for scheduling, monitoring, and reporting. port Analyst
• 3 to 5 years experience in trade floor Production Support
• Computer Science
• Good understanding of Fixed income products (Credit and Swaps a bonus) with knowledge of Risk, Position and P&L Management, Order Management etc

Production Support Finance It-cts Resume Examples & Samples

• Hands on knowledge of ETL/Informatica
• Hands on knowledge of Database � Oracle
• Hands on support knowledge of Ledger system or PeopleSoft will be a plus

Production Support Associate Analyst Resume Examples & Samples

• Moderate work experience within own function
• Demonstrate willingness to work extended hours/days when necessary
• Perform all work tasks in compliance with established processes and procedures
• Some basic tasks are completed without review by others
• Will assist with the troubleshooting of employee onboarding and access issues
• Will coordinate and assists with employees PC hardware and software concerns
• Will process assigned requests in a timely manner to ensure team work volumes are met
• Works with helpdesk or other technology teams to ensure information on open issues requiring follow-up is current to assist in issue resolution
• Performs other duties as assigned by management
• Will participate in validating and approving MARx requests to ensure prompt processing
• High School Diploma/GED
• 2+ years of Customer Service experience
• Previous experience coordinating install, setup and testing of PCs or other technology peripherals
• Must have hands-on experience using MS Excel, MS Outlook and MS Word (create/edit/open/read/write spreadsheets, emails and documents)
• Must be able to work Monday-Friday from 7:30 am to 4:00 pm or 8:00 am to 4:30 pm, plus be able to work a flexible rotating schedule, including nights and weekends (Aug-Nov) potential for overtime with limited notice
• Ability to lift, push and/or pull up to 50 lbs. repeatedly
• Associate's Degree in a technical field
• 1+ years of experience with Optum Technology systems such as HPSM, UHG AppStore, Service Request Center, APS and Secure
• Familiarity with use of Business Segment Liaison (BSL) Tools and Processes
• Microsoft Office Specialist Certificate - (MOS): MS Office Excel 2010 or 2013
• Experience using MS SharePoint
• Experience receiving/performing assignments in a work queue
• Experience working with a helpdesk ticketing system
• Must have ability to communicate effectively and in a positive manner
• You will participate in cross-functional requirements and implementation discussions to review the impact of application changes
• Work with business and product teams to prioritize and communicate status and progress toward daily and weekly deliverables
• Participate in estimating the effort and timelines for delivery
• Implement end-to-end setup for clients in the low-latency, high-frequency space including rollout to production, and post-release checks
• Ensure comprehensive integration testing coverage exists by understanding the test scope and approach
• Work with Application Development and Business Analyst teams to participate in solution design and ensure testability of functions and application
• Present and/or escalate project and technical needs
• Ensure quality delivery and stability
• 2 – 4 years' experience with Financial Information eXchange (FIX) protocol
• 2 – 4 years' Unix skills required
• 2 – 4 years' experience in trading technology required
• 2 – 4 years' experience with business analysis and project management
• Client on-boarding experience preferred
• Applications development or quality assurance testing experience a plus
• Release management experience a plus - implementing production releases, running checks, ensuring environment stability etc
• 3+ years of experience with STARLIMS v9 and v11
• 3+ years of experience with testing STARLIMS applications
• Knowledge of SQL Server
• Knowledge of source control and Agile development
• BA or BS degree
• 3+ years of experience with consulting or federal IT
• Experience with working in a Federal IT or Fortune 500 IT company
• 2+ years of experience with STARLIMS v9 and v11
• 2+ years of experience with providing production support and testing
• HS diploma or GED
• 2+ years of experience with consulting or federal IT
• Manage team of production support engineers for business requests and reported impact
• Post-release testing
• Build and maintain strong partnerships with business stakeholders, application development personnel, and infrastructure contacts
• Troubleshooting of complex systems issues
• Accurate tracking of support effort to enable effective management reporting
• Enforcement of change management policy
• Prior experience supervising staffing in a technology trading environment
• Strong Communication Skills – both written and oral
• Understanding knowledge on application Infrastructure components like database, middleware, Citrix, network
• UNIX/Linux and Windows Server familiarity
• Level of DB technologies (Sybase, Oracle) should reflect 2-4 years experience
• Ability to work independently on projects and manage concurrent tasks

Production Support VP Resume Examples & Samples

• Support the Seattle investment sales teams in pursuing new business and preparing sales packages
• Perform complex financial analyses with minimal supervision, including cash flow projections, valuation models, and sensitivity analyses
• Will be responsible for preparing materials for clients and leading the Due Diligence efforts as well as be on tours for properties the team is selling
• Write offering memorandums and proposals for new or existing assignments/pursuits
• Prepare presentation and pitch materials for new business pursuits
• Evaluate due diligence materials including leases, financial statements and other documents related to the operation of commercial real estate assets
• Gather and evaluate economic, demographic and real estate market data for input into project specific deliverables
• Bachelor’s Degree with coursework in accounting, finance, economics and/or real estate, with exceptional academic credentials required (please indicate GPA on resume)
• 5+ years of work experience in Finance or Real Estate
• Commercial real estate background (preferably with a firm engaged in brokerage, investing, consulting or appraisal) is required
• Solid written and oral communication skills (applicant will need to submit previous work product)
• Proficiency with Argus valuation software is not required but a working knowledge is strongly preferred
• Ability to analyze qualitative and quantitative information and translate into strategic deliverables
• Advanced internet research capabilities
• Strong computer orientation and proficiency with Excel, PowerPoint and Word software is required
• Ability to work independently and within a team on a wide variety of projects
• Ability to be very detail oriented while balancing multiple projects
• Ability to multi-task, work successfully under pressure and effectively manage time and workload
• Ability to reprioritize tasks on a daily basis given varying team requirements
• Advanced understanding of real estate fundamentals, economic metrics, and research processes
• A desire to work within a diverse, collaborative, and driven professional environment

Shared Services Production Support Resume Examples & Samples

• Strong communications skills is a must with business, development, and management
• Minimum 4-7 years� experience in trade floor Production Support in Fixed Income
• Very Strong investigative skills, matched by deep techincal and business knowledge
• Self-starter who is confident to work on his own when required
• Working knowledge of Fixed Income products (Rates, Credit, Securitized Products, FX, etc.)
• Able to navigate in UNIX and Windows proficently,
• Strong Unix skills, including reading and understanding the UNIX file system
• Good Sybase/SQL knowledge and experience
• Strong technical and analytical skills
• Experience of deploying large scale global releases with understanding to follow up with all PR checks and ability to deal with any trouble shooting independently
• Experience of monitoring software and maintaining and improving rulebases
• Sentinel Experience, BAU support, setting up rules, updating configuration
• Experience with electronic trading applications have connectivity to external trading applications such as Bloomberg, Tradeweb,eSpeed and MarkItWire to send/retrieve information
• Strong SQL knowledge, able to trouble shoot DB issues, and build queries for table data analysis
• Autosys setup and configuration, understanding of JIL definitions, and Max Run alarms
• Good partnership skills working with both global support team and Development teams
• Market Data types and its usage
• Strong Excel knowledge

Cseries Technical Focal Engineering Production Support Resume Examples & Samples

• Interact with the Delivery Manager in the C of A process, support any Transport Canada snag resolution requiring engineering/airworthiness support
• Answer Customer questions & provide additional explanation of any major A/C discrepancy/flight snags resolution
• Collect & communicate to management entry in-service issue reported by the Customer
• Go on Customer flights when required
• You have a minimum of 3 years experience in airframe design experience in aerospace
• Experience should include inventory management, shop floor scheduling and MRP systems
• Due to ITAR, all applicants must be a US Citizen or a current Green Card Holder
• 3+ year's experience in s similar application support management in Financial Services
• ITIL know-how
• Excellent troubleshooting and analytical skills
• Strong stakeholder management experience
• Fluent English and Japanese skills (including reading/writing in both languages)
• The new hire will support a portfolio of applications in the Mainframe applications (Deposits, CIS, Cheque & Giro, Loans) area
• Liaise with Delivery, Infra, Network and vendor teams on support matters – performance & upgrades/migration
• Review and inspect work products/deliverables by delivery teams & vendors/service providers
• Work with the delivery & vendor teams to provide timely resolution to production issues and tracking issues to closure
• Willing to provide 24X7 on-site / on-call support
• Bachelor’s degree or equivalent experience
• Experience in managing Production Support for Mission and Critical Application working in a 24x7 operations and on/off shore support model
• Experience of management, staffing, strategy planning, problem solving, crisis management, risk management in Production Support
• Should have strong experience in a Linux & Oracle environment. This will be critical for managing the production team
• Strong knowledge of Production support practices for managing applications involving middleware technologies Weblogic, Tomcat, Jboss, OHS/Apache)
• Knowledge of the Windows and various Open System Hardware platforms is essential
• Strong knowledge of batch automation (ESPx/dSeries/Autosys), ETL tools, ODI, SOA/BPEL, IBM MQ
• Knowledge on Hardware virtualization, Cloud, DevOps tools and concepts
• Experience in communication and presentation
• Ability to play a cross functional role, interfacing with different functional teams onshore and offshore and influence technical and project directions
• Ability to interact and lead conversations with both internal and external stakeholders and customers
• Effective communication and decision making skills

Ci-production Support Resume Examples & Samples

• Good analytical, problem solving and communication skill
• Self motivated and able to follow through when given a task
• Hard working and fast learner
• Preferably has computing background
• 8 + years of experiene in Informatica development/production support. Ability to understand and architect ETL solutions for production support activities
• Provide L1\L2 tier production support (oncall rotation ) for ETL jobs in production
• Able to understand\write roubleshoot shell scripts and sql (Oracle) for regular maintenance jobs to improve performance and uptime of Informatica platform
• Collaborate internally with BIDM and external sources to maintain SLA and provide escalations
• Troubleshooting ETL jobs and follow escalation procedures to resolve the issue
• Collaborate and work with development team on L3 issues and follow the task to completion
• Provide on call support for Informatica ETL jobs (on rotation 24x7)
• Participate in BIDM IT upcoming releases, risks, mitigation plan and create implementation plan
• Ensures adherence to bank and information systems policies and procedures, security measures and audit standards
• Team player and mentor junior support engineers
• Lead the IBD&GCM Production Management Team
• Define and execute upon measurable objectives to ensure the team?s goals are being accomplished
• UNIX ? Admin level knowledge
• DEP or DEC or related diploma
• Microsoft Office knowledge is a plus
• Fluent in French and English
• Based technical knowledge
• SAP knowledge
• Able to work 24/7 and 40 hr per week
• Good physical condition to be able to lift and place boxes
• Food industry experience
• Critical and analytical sense
• Team work oriented
• Quality oriented
• Health & Safety conscious

Production Support / Test Automation Engineer Resume Examples & Samples

• Works closely with users to complete support requests
• Troubleshoots issues and performs analysis to identify root causes
• Takes responsibility for meeting established Service Level Agreements
• Performs application installations and configurations
• Performs smoke testing of environments after they have been refreshed
• May attend production meetings, relating issues/concerns and providing responses to past issues
• Assists with test automation activities (Design and develop automated test suites, automate existing regression test cases, create/maintain scripts and tools to aid testing activities)
• May assist with development activities
• Participates in
• Bachelor’s degree in Computer Science, Informatics, a related degree, or equivalent experience
• Technological background and knowledge of technical concepts and practices
• Understands hardware and operating system issues as they apply to application life cycle
• Experience with RDBMS and SQL statements
• Experience using the Java Programming language
• Experience using TDD/BDD tools (JBehave, Cucumber, Spock, TestNG, JUnit, etc.)
• Experience with Maven, Subversion, GIT, Jenkins, Jira and Confluence
• Understanding of software development lifecycle and process methodologies, including agile experience
• Excellent analytical abilities and problem solving skills
• Demonstrates working knowledge of scientific principles, software language, and computer systems
• Positive attitude, ethics, and values
• Organized, self-motivated, goal-oriented
• Values-based personality with the ability to work selflessly in a team environment
• Ability to maintain positive and healthy relationships with all project team members and customers

Production Support Internship Resume Examples & Samples

• Effective communication (both written and verbally) and interpersonal skills
• Proficiency with computers, including the Microsoft Office (Excel, PowerPoint & Word)
• Demonstration of sound leadership skills with a sense of urgency to obtain results
• Ability to effectively work cross functionally with various groups including, Materials, Purchasing, Supply Management, Engineering, Contract Logistics Center, Finance, HR, EH&S, and IT
• Have a good understanding of lean principles and value stream ownership
• Support ACE/continuous improvement processes and initiatives for functional areas of responsibility
• Demonstrate commitment to achieving EH&S goals and objectives including compliance with all applicable policies, procedures, and training requirements for a safe workplace
• Person must be willing & able to work in a fast paced production environment
• Basic understanding of electrical assembly and sheet metal fabrication a plus
• Be a voice for ACE (our business operating system) and train team members while completing daily tasks
• Strong time management and organization skills; ideal candidate aims to continuously improve and meet stretch goals with a positive attitude
• Uphold company values, ethics, mission, and vision

Opportunities for Production Support Resume Examples & Samples

• Own incidents and problems and work to get to detailed root cause analysis and suggest workarounds and/or solutions for recurring issues
• Implement continuous process improvement, including but not limited to , policy, procedures, and production monitoring
• Help in identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing
• 3+ years of experience in Operations/Production support
• Experience in data analysis, PLSQL, and T-SQL
• Experience in UNIX/Linux environment
• Experience in UNIX shell, Perl scripting
• Strong technical knowledge, SDLC, and software development background is a plus
• Experience working in financial services industry is a plus
• Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of applications
• Articulate bi-lingual communication skills (written and verbal)
• Self starter with confidence to drive issues through to completion in highly pressured environment
• Strong problem management and problem investigation skills with ability to learn new skills quickly to value add in problem focus areas
• Multi-disciplined technology skills encompassing some or all
• 2+ years working in a support capacity in a time sensitive environment,
• Familiarity with the Unix and Windows Operating system and environment
• Financial institution experience or exposure a plus

Production Support Monitoring Analyst Resume Examples & Samples

• 7+ years implementing application performance monitoring solutions
• Familiarity with Unix and Windows Server operating systems , Netcool, Sitescope
• Familiarity with Networking and Storage concepts
• Relational database concepts and experience with SQL queries
• Good Understanding of Monitoring
• Understanding of the Agile Methodology
• Knowledge of Oracle, SQL etc
• Daily production reports
• Invoice coding
• Oil Inventory reports
• Variance reports
• Cost tracking
• Downtime reports
• Additional Desired Qualification
• Comprehensive understanding of business unit’s related terms, is preferred
• Working knowledge of the oil and gas industry
• The successful candidate will possess solid hands-on technical and business knowledge with an emphasis on cash equities, portfolio /program trading and US / North American markets
• She or He must also demonstrate a keen sense of urgency and initiative demanded in fast-paced trading floor environment
• Along with sound technical concepts and deep understanding of trading systems, the candidate will demonstrate good teamwork, clear and decisive communication, client relationship skills and a proactive approach across the spectrum of production support competencies
• Upward of 2 - 3 years relevant Production Support/Development on the equities floor
• Solid understanding of basic financial market terms & concepts
• Solid experience in SQL, Linux/Unix, Shell scripts, PERL/Python scripting and Release procedures and best practices
• Knowledge/prior experience of Windows NT, Windows GUI trading frontends
• Ability to understand/explain/analyze trading flows, trading order blotters, interactions between trading systems
• Knowledge and experience of interacting with trading system development teams to release and support system changes in dynamic environment
• Knowledge and prior experience of US market regulatory requirements
• Good grasp of US/American /International equity markets, order types
• Knowledge of algorithmic trading basics and FIX protocol
• Team player and collaborative working ways
• Track record of partnership and proactive support
• An unbridled enthusiasm and desire to be the best in class
• Unwillingness to accept status quo and a passion for driving continuous improvement
• Must be motivated
• Exposure to Problem, Change Management
• Candidate will be given a chance to support various suite of applications ranging from Trading tools, market connectivity, risk monitoring
• Opportunity to collaborate with global teams, both internal and external
• Exposure to front-office platforms
• Quick Learner
• Good Problem solving skills
• Good understanding of computer science fundamentals

Production Support CA, Indesca, JCL, IBM Resume Examples & Samples

• Good experience in IT production process support to provide operational batch support, successfully maintain day to day operations and document activities accordingly on a 24/7 basis
• Experience in Batch monitoring, support and abend resolution
• Involved in Production Support working knowledge in Workload Automation, CA products including CA-7/11, Indesca, JCL, IBM Utilities, basic Unix and Windows knowledge, change management (Harvest, Endevor)
• Monitor all CA-7 queues to ensure there are no processing delays including, request queue, ready queue and active queue. Late queue entries require immediate attention
• Expertise in Batch Monitoring and Job Scheduling
• Experience with Harvest, Endeavor and lifecycle management of JCL and Controlcards
• Ability to troubleshoot cross platform processing issues including connectivity, permissions
• Ability to monitor a Production Environment including PMS, CMS, RS3, Payroll, Agent Commission and Billing
• Basic knowledge of business technology including billing processing, PeopleSoft processing, Payroll processing, Marketing, Claims & Policy mgmt. systems, Audit, Electronic Data Interchange file transfers

EU Non Production Support Lead Resume Examples & Samples

• You will lead Non Prod Support team at Prague which you will help to build
• You will Assist defining the overall Non Production Support strategy
• You will own and drive environment improvement initiatives and setup processes to interface with global NPS teams and other stakeholders for follow the sun global support
• You will interface with Global Development leads, from AVP to Managing Directors, with respect to testing and supporting their applications
• You will assist defining consistent global detailed daily procedures to assist with the completion of all required tasks
• You will set up global consistent process to monitor processes and update start, stop, and monitoring scripts when necessary
• You will oversee troubleshooting of problems and either solve or serve as point of escalation
• You will oversee global deployment of new software releases when necessary
• You will communication of status of the test environments to project teams and management, which includes blocking issues, risks and changes that may affect the project deliverables and project schedules
• You will cooperate with EqDevOps on the strategic deployment strategy and get involved in the analysis phase and cooperate with EqDevOps and RTB teams in order to come up with the strategic, flexible and automatic deployment toolset to move all of our application estate to cloud
• You will extend the NPS Portal that was previously built by Prague NPS team to support all environments and all applications and integrate it with the BATHS framework too so that the availability of all the applications in Equities is well known and visible to everyone
• 8+ yrs experience with environment support
• Ability to manage small team
• Solid understanding of release management methodology, processes and procedures
• The person should possess wide and deep technology knowledge. Experienced in using Enterprise Service Bus, SOA, classic ASP, and middle-wares such as Tibco RV or Solace etc
• Strong ability to lead process enhancement activities for development, training, metrics and assurance
• Equity business knowledge – Cash, Prime, Derivatives
• Possesses thorough understanding of standards, concepts and principles of the discipline and applies this knowledge to solve practical needs of the business
• Assesses business impacts and determines issue priority to minimize business disruptions
• Applies understanding of discipline and practice to resolve a variety of production issues
• Supports recurring activities such as month end processing and sales events as necessary
• Understands existing workflow and current business processes and is able to apply this knowledge to resolve production issues
• Works directly with business stakeholders and technology partners to provide status updates and information as needed
• Partners with Product Owners to drive requirements and ensure solutions align to long-term product roadmap
• Owns and drives multiple concurrent issues to resolution in a fast-paced production environment
• Conducts and coordinates root causes analysis for production issues and documents findings and applies learnings to help prevent future issues
• Works with delivery and project teams to enable the smooth transitions of new features and tools to the Production Support team with minimal disruptions to current business users and systems
• This position may be required to perform other related duties as assigned
• 1-3 years business systems analyst experience
• Familiarity with Nordstrom business processes and systems
• BA/BS degree or equivalent or suitable work experience as business systems analyst

Vaccine Production Support Resume Examples & Samples

• Assist with the direct processing of materials and the associated hourly workforce to ensure attainment of business results
• Effectively collaborate with a work team with motivating others, ensuring performance, schedule execution, task coordination, equipment and area preparation and effective administration of personnel policies and procedures
• Ability to manage conflict; affect resolution to technical and personnel challenges is key; openness to change; and the ability to affect positive change
• Willingness to work off-shift and weekends
• Ability to focus on and obtain results
• Ability to effectively collaborate within and across an integrated manufacturing team
• Ability to enact conflict resolution
• Ability to effectively respond to change
• Excellent analytical and organizational skills
• Leadership and interpersonal skills to motivate direct reports and peers toward the achievement of production goals
• High personal integrity, credibility and energy
• Flexability to perform related tasks to support the business
• Computer literacy in MS Office, Word, Outlook, Excel
• Day to day system monitoring and health check
• Manage production incident and deal with client’s FIX order flow issues
• Work closely with e-Client Execution Service to on-board FIX clients to trade various products and markets with HSBC
• Support testing and implementation of various integration projects with external and internal parties
• Prepare and execution production changes
• A Bachelor’s degree or equivalent experience with a major or minor in computer science or related field and a minimum of seven to ten years proven and progressive experience, including a minimum of three years’ experience in project management required
• In-depth experience in operating and supporting high-availability high performance FIX environment in a global real-time trading environment
• Proficient in the FIX protocol
• Sound technical knowledge and hands-on experience in at least one of the following area
• Strong Unix / Solaris / Linux administration skills
• Proficient in Unix Script Language: Perl, Korn/bash/c-shell
• Familiar with Java programming with J2SE / J2EE framework, JMS, socket, SOAP
• Point-to-Point and Message Oriented Middleware such as TibCo Rendevous, TCP Socket, RMI and RMDS, and Low Latency technology such as 29West, LLB
• SQL database such as Oracle, Postgres, MySQL
• In-memory distributed cache such as Hazelcast, Coherent
• Exposure to monitoring and analytical tools such as Geneos, Grafana, Splunk

Production Support Inspector Resume Examples & Samples

• Hands-on and highly service-oriented
• Must be able to interact with manufacturing associates, manufacturing supervisors, technician and engineers
• PC application skills: MS Office, Excel, Word, Project
• Able to utilize inspection tools/Able to perform visual inspection
• Familiarity with cGMP
• Previous QA Inspector experience
• 0-2 years’ experience in medical device manufacturing
• Previous auditing experience
• Basic instrumentation and electrical knowledge

Director, Production Support, Card Services Resume Examples & Samples

• Scale: 24/7 production support for critical commercial applications
• Accountability: ownership for several core and ancillary systems managing 100M+ daily transactions
• Visibility: cross-functional collaboration with various departments throughout the division and enterprise
• Change Agent: process improvement and strategic initiatives
• Responsible for hiring, retaining, mentoring and building a top notch team within Operations
• Maintain the 24/7 health of the technology platforms including HP Nonstop, Unix/Linux, IBM mainframe and Wintel environments
• Develops and implements a Technology Operations & Support Service strategy for the platforms supported that aligns with the mission and goals of IT Operations as a whole
• Champion the process improvement initiatives across Enterprise Technology Operations and the business to ensure that optimum customer service is obtained
• Manage application and system walk-through of technical and operational features, functions and attributes as participant/leader of project teams
• Direct team of analysts from multiple disciplines in the trouble-shooting, identification and correction of system and application errors
• Maintain performance metrics for critical business applications
• Provide leadership and team support, managing escalations
• Manage team administrative tasks
• Document standard operational procedures
• 10+ years of related business experience, with a demonstrated ability to navigate matrixed organizations to facilitate system optimizations which maximize enterprise architectural best practices
• 3+ years’ experience in the Financial Services industry with experience in transaction processing within an operational environment and technical infrastructure
• Agile, adaptable mindset that enables effective complex problem solving and understanding the tradeoffs between the ideal solution and pragmatism
• Strong organizational leadership and communications skills – from the leadership and management of employees to managing C-Suite and board level discussions on technology investments
• Comfortable in Agile and DevOps environments
• Demonstrated ability to lead multiple teams in the delivery of complex projects
• Previous experience creating and documenting processes and procedures
• Excellent organization skills, with the ability to effectively manage multiple projects, and prioritize team workload and issues
• Strong business and financial acumen
• Ensures Service Operations team provides optimum service level to the business lines that it is supporting
• Takes overall responsibility for the resolution of incidents and problems within the team. Oversees the resolution of complex incidents. Ensure that Analysts apply the right problem solving techniques and processes
• Assists in managing business stakeholder relationships
• Assists in defining and managing OLAs with GTO stakeholders
• Maintains Client Services position within the full process orchestration
• Ensures that the team understands OLAs and resources appropriately and are aligned to business SLAs
• Ensures that defined GTO Production Management service operations and support processes are adhered to by the team. Makes improvement recommendations where appropriate
• Approves/signs-off for production of new components and services
• Approves/signs-off for changes to existing components and services
• Interfaces with Production Management work streams to ensure increased stability: Change Management team – retains ultimate approval for any Global Change Management (GCM) item that affects specific business production environments. Problem Management – ensures remediation plans are understood by Application Services and business stakeholders. Deployment Management – approves and agrees to schedule for deployment. Governance – ensures all responsibilities for each business area are on track and delivered
• Works with COO team for central compliance
• Displays awareness of the Client Services book of work, projects prioritisation and resources related to all deliverables for the businesses that are under management
• Prepares for and, if requested, manages steam review meetings. Makes suggestions for continual service improvement
• Manages escalations by working with GTO functions to accurately resolve escalated issues quickly
• Identifies required metrics and ensure they are established, monitored and improved where appropriate
• Provide strict production gatekeeper function by reviewing the solutions coming from CIO team and ensuring that nothing goes into production operation unless all prerequisites have been met and that the different component operators accept it
• Provide regular and reliable reporting of relevant data to meet management requirements
• Understand thoroughly the end to end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e. service operations)
• Provide input and contribute in Production Management related audits
• Engage with other service management groups to understand business requirements
• Ensure policy-compliance for dbRAMM, SOX, ASG, ISP, Audit, etc
• Responsible to update the Runbooks and KEDB as and when required
• Participate in all BCP and component failure tests based on the run books
• Event monitoring and management via a 24x7 workbench that is both monitoring and regularly probing the service environment, and acting on instruction of a run book
• Take ownership for own career management, seeking opportunities for continuous development of personal capability and improved performance contribution
• People Management
• Participate in team training events, where appropriate
• Mentor and coach members within the team by providing provide career development and counselling, as needed
• Identify team bottlenecks and takes appropriate actions to eliminate them
• Actively support the COO strategy, plans and values, contributing to the achievement of a high performance culture
• 10+ yrs experience in IT in large corporate environments, specifically in the area of controlled production environments or in Financial Services Technology in a client-facing function
• Service Operations experience within a global operations context
• Proven experience in Client Services function
• High level of customer awareness and commercial focus
• Global Transaction Banking Experience is a plus
• Extensive experience of supporting complex application and infrastructure domains
• Experience managing and mentoring Service Operations teams
• Broad ITIL/best practice service context within a real time distributed environment
• Experience managing relationships across multiple disciplines and time zones
• Ability to work in virtual teams and in matrix structures
• Working knowledge of ITIL process tools tools (i.e. Remedy, ServiceNow etc.)
• Good understanding of Oracle, MS Sql databases, Java J2EE, Tomcat, Weblogic, IIS and DotNet. Working knowledge of Unix shell scripts
• Ability to manage a team of vendor resources to support global applications is preferable
• Training others
• Will be required to perform the duties of the Production Support "A" classification as
• Necessary to gains skills though on the job training
• Must be able to perform up to and within the prescribed physical and environmental factors of the essential job functions of the classification to enter and maintain employment in this classification. A detailed analysis of essential job function physical and environmental factors is on file in the Human Resources Department and the First Aid Center

Production Support M / F-vie Beijing Resume Examples & Samples

• Assist function team to work in team process and quality enhancement
• To work with function managers on job assigned – production or projects
• Help to follow up major tasks or issues related with production
• Process and procedure updates
• Coordinate cross dept discussion and issue solving
• Contribute to team mindset enhancement - client service and risk control
• Involve in team training material design and conduct certain trainings if necessary
• Other production managers assigned tasks
• Pharmacy Technician in Training (or full Technician license) in your state, with the ability to become fully licensed and certified within 10 months of hire
• Must be available to work a shift 3 weeks a month: Monday-Friday 8am-4:30pm EST and 1 week a month: either Tuesday-Saturday or Sunday-Thursday from 11:30am-8:00pm EST. *Please note all times are in Eastern Standard Time zone
• Ability to remain calm and deescalate tense situations
• Experience with SQL
• Knowledge of Pharmacy applications (ePost and/or ScriptMed)
• Pharmacy Technician Certification (PTCB)
• Previous computer systems experience (Argus, Computer Associates Service Desk, MS Office Suite)
• 5+ years of installation support experience
• Work effectively as part of a team in a dynamic, fast paced environment
• Apply enthusiasm, drive and initiative to deliver superior service
• Ability to quickly adapt to new technology or concepts
• Several years of successful management of customer facing teams and proven track record of leading by example
• Excellent written and verbal communication skills and relationship building
• Energetic, proactive and forward thinking with clear leadership abilities to help drive team changes and improvements
• Familiar with Legal and compliance functions is desirable
• ITIL v3 Foundation certification is desirable
• Day to day management of eCommerce production incidents and infrastructure including Portals, Feeds, Hardware, Software, DR
• Create and maintain key relationships with dependent teams within the bank such as eCommerce Dev and Test, Operations, STP, Infrastructure and other global support teams
• Client On-boarding to eCommerce systems
• Maintain relationships with systems users
• Ensure all processes and procedures are created, signed off and adhered to including all bank standards processes
• Release management and deployment of new enhancements and components into the eCommerce production systems environments
• Manage change control and release process into production
• Create efficient client on-boarding process flow, and drive adoption of platform
• Create Standard Operating Procedures (SOP’s) for eCommerce support team and group
• Test and Implement minor systems changes (configuration and non-development)
• Capital Markets experience is a must and experience in FX trading platform is desirable and added advantage
• Good client facing skills
• 1- 4 years’ experience in a production support related role
• Must have development experience in Java. Candidates who have development background however would be happy to take support role
• Good unix & shell scripting skills
• Capital Markets back ground / FX knowledge would be an advantage
• Reuters RET, Unix, SQL
• Experience with eCommerce platforms in an investment banking arena
• Monitor the environment health, and drive improvements to enhance availability and performance
• Utilize strong technical aptitude on a daily basis with experience in SFTP, Batch Execution (TWS), Oracle / SQL Databases, UNIX / Linux Operating systems, Service Based Architecture, Monitoring
• Identify and remediate failed batch and real-time processing events
• Manage Critical incident call support (24x7)
• Drive technical team members to restore services in a expedited manner
• Take a lead role in technical problem solving
• Demonstrate a strong understanding of issues, including in-depth technical analysis, troubleshooting, analyzing, root cause and engaging appropriate SMEs as needed to drive incident and problem management
• Ensure overall organizational support goals are met (i.e. SLA, incident / problem reduction, application availability)
• Coordinate root cause analysis efforts for permanent resolution on all incidents
• Identify opportunities for automation and operational efficiencies
• Ensure support readiness prior to the deployment of any change to the production environment
• Customer service orientation is a key to success - on a daily basis, you will collaborate with internal business partners, engineering teams and other technology professionals
• Create and share technical knowledge documentation
• Provide release support for code deployments
• Ability to adjust both written and oral communications to a variety of different audiences
• Ability to work independently and as part of a team to complete assigned tasks
• Mentor junior team members - providing training and technical direction as needed
• 4+ years of experience supporting relational databases
• 4+ years of technical applications support preferably in a hosted services environment
• 2+ years of experience with UNIX based operating systems
• Strong troubleshooting and analysis skills
• ITIL experience including incident, change and problem management
• Technical leadership, with a track record of driving shortened issue restoration and problem resolution over time
• Ability to anticipate and drive change
• Possess strong technical aptitude, and ability to quickly learn/adopt new processes and technologies
• Knowledge of healthcare, healthcare payer services, related terminology, and process flows
• Knowledge of data integration tools
• Project management experience (technical)
• Experience with UNIX and Shell Scripting
• Knowledge of XML, SOAP and WSDL
• Knowledge of SVN or any other source code control systems
• Knowledge of ServiceNow, or similar tool
• Experience with WebSphere
• Experience with Java / J2EE / JSP / JSF development
• Experience with Waterfall and Agile methodology
• Undergraduate degree in applicable area of expertise or equivalent experience
• Accountable for delivery of production support service from onsite location (Singapore) closely working with function Leads
• Manage production floor for major production incidents
• Ability to deliver in high pace and dynamic environment
• Manage team pulse on the ground and closely work with Production owner for timely resolution of any issue in proactive manner
• Establish working relations with team and adhere to production support processes in a risk mitigated manner
• Establish required KPI’s & SLA to measure the performance
• Manage/coordinate recurring issues and ensure long-term resolution through proper Incident and Problem Management with function leads
• Overall local team management with function leads including identifying recruitment need, hiring, training etc
• Ability to work third shift (00:00 to 08:00)
• Willingness to work weekends
• Flexibility to perform related tasks to support the business
• Two (2) years working experience in cGMP pharmaceutical environment
• Experience working within a Union environment
• Technical writing experience related to investigations into manufacturing process variation

Non Production Support Resume Examples & Samples

• Lead Non Production Support team in US
• Assist Global Non Prod support Head in defining and implementing Non Production Support strategy
• Own and drive environment improvement initiatives and setup processes to interface with global NPS teams for follow the sun global support model
• Interface with Global development leads, from AVP to Managing Directors, with respect to testing and supporting their applications
• Assist in setting up global consistent process to monitor processes and update start, stop, and monitoring scripts when necessary
• Oversee global deployment of new software releases when necessary
• Own and resolve issues with regular communication to stakeholders in line with NPS incident management standards
• Cooperate with EqDevOps on the strategic deployment strategy and get involved in the analysis phase. Collaborate with EqDevOps and RTB teams in order to implement strategic automatic deployment toolset and to move all of our applications estate to cloud
• Extend the NPS Portal that was previously built by Prague NPS team to support all environments and all applications and integrate it with the BATHS framework too so that the availability of all the applications in Equities is well known and visible to everyone
• 5+ yrs experience with environment support
• 2 + yrs Equity business knowledge – Cash, Prime, Derivatives
• 4 + years of UNIX / LINUX shell; basic SQL; and Scripting language Perl or Python is mandatory
• Good incident management skills
• The person must possess wide and deep technology knowledge. Experienced in using Enterprise Service Bus, SOA, and middle-wares such as Tibco RV or Solace etc
• Cash Equity business knowledge
• Ability to multi-task effectively
• Working knowledge of monitoring solutions
• Working knowledge of middleware architecture (MQ, Tibco, Solace, etc.)
• Working knowledge of supporting J2EE containers and applications
• Cash Equity business knowledge – understanding of order flow life

Rates Production Support Resume Examples & Samples

• Support of all FO production applications - this includes appropriate escalation and ownership to completion of all reported issues and requests
• Interaction with various application development teams to ensure proper delivery of new applications, upgradeseleases and to maintain a high-level of ongoing support for all production applications
• 3 to 5 years of experience in trade floor Production Support
• Bachelor�s degree in Computer Science or related field
• Experience with electronic trading applications that have connectivity to external trading applications such as Bloomberg, Tradeweb,eSpeed and MarkItWire to send/retrieve information
• Able to navigate in UNIX and Windows proficiently, reading and understanding the UNIX file system
• Excellent communication skills, ability to multi-task, and work towards tight deadlines
• Sense of urgency when handling production issues impacting the desk irms ability to do business
• Serve as the primary operations contact for merchants in the custom print category, primarily supporting cards, invitations, calendars, and corporate identity products: assist in navigation through supplies management, manufacturing capability assessment, product testing, and other operational activities inherent in delivering internally-manufactured product
• Serve as the software product owner for Print & Marketing Services’ product item master and pricing applications: visit and work with sales teams, store associates, and production teams frequently; understand needs to enhance product, service and pricing definitions; maintain software backlogs; and partner with Global Technology teams to plan and evaluate sprints and releases within an Agile software development framework. Formal Scrum Master and Product Owner training will be provided for applicants possessing suitable aptitude who lack Agile experience
• Collaborate with other software product owners for order intake, print production management, and quoting platforms to deliver fully-coordinated and supported solutions aimed at a constantly improving selling/ordering experience backed by smooth and reliable production and fulfillment processes
• Maintain sell-side material and services data within Staples’ enterprise product item master as well as production component data within the print management information system in direct support of intended product offering and supporting production flows
• 2 to 4 years
• Successful experience selling short-run print, preferably in an inside or field sales organization
• Strong computer skills and demonstrated aptitude to learn and grow in a technology driven environment
• Excellent communication skills with active listening and confident, succinct and clear verbal delivery
• Provides corporate authoritative response to field user needs and as such must exercise discretion and judgment to frame responses appropriately, and accurately judge when immediate escalation is warranted

Production Support / Forklift Operator Resume Examples & Samples

• Moving pallets of finished goods to storage in locator racks
• Moving and loading pallets onto shuttle trailers
• Moving and loading pallets for long distance shipments
• Unloading inbound trailers of ingredients, packaging, etc
• Receiving and storing ingredients, packaging, etc. properly and accurately physically and systematically in the Warehouse Management System
• Supplying the production lines with material necessary such as: ingredients roll stock, etc
• Supplying the palletizer with pallets, slip sheets, stretch film, etc
• Moving product, etc. to support all operations
• Relieving palletizer operators as needed
• Maintaining proper house keeping
• Performing all other duties as assigned by supervision

SAP Fico Production Support Resume Examples & Samples

• 2) Familiar w/ SAP CO
• 3) Familar w/ Fixed Assets, GL, A/R & A/P
• 4) Good people and business facing skills
• 5) Good troubleshooting skills
• 3) Good people and business facing skills
• 4) Good troubleshooting skills
• 5) Convey that they can "Own" this role
• 3 years of experience with Army digitization efforts within the past 10 years
• 2 years of experience with Army Operations
• Experience with Command, Control, Communications, Computers, Intelligence, Surveillance, and Reconnaissance (C4ISR) systems and interoperability
• Secret clearance
• BA or BS degree in CS, EE, Software Engineering, Information Systems, or related scientific or technical field
• Provide technical support in a fast paced 24x7x365 IT Operations environment
• Ensure all incident tickets within the domain are triaged effectively against SLA targets
• Initiate problem cases and follow through on root cause analysis
• Prepare and coordinate communications to stakeholders
• Perform detailed troubleshooting to restore service interruption, escalating when appropriate to next level support teams and personnel
• Support application releases including direct communication with business teams
• Update technical documentation and conduct training
• Identify relevant knowledge and update the Knowledge Management System
• Create, audit, and publish Knowledge Articles and portfolio Wiki’s
• Proactively lead routine repeatable task reviews for automation and mechanization efforts
• Provide feedback to level 1 organization and take accountability in supporting their performance
• Participate in Continuous Service Improvement (CSI) activities defined and communicated by the ITIL/ITSM team
• Associates or equivalent work experience
• 2+ years of related experience, including hands on production support
• Pre-Implementation Production Support Analysis
• Mid-Level (2+ years) UNIX expertise – navigation, scripting, command level
• Sybase/Oracle databases (mid-level expertise w/SQL)
• Remedy or other ticketing system (ticket life cycle) experience
• AutoSys or other job scheduling system (debugging failed job) experience
• Either 1+ year experience and/or exposure using PeopleSoft Finance module (AP/GL and asset management, billing,AR), preferred in a Production Support environment AND/OR
• 1+ year experience and/or exposure using Hyperion (Planning and Financial reporting, Budgeting, Forecasting for 10K and 10Q), preferred in a Production Support environment
• Note: having EITHER PeopleSoft OR Hyperion experience is acceptable for this position
• Bachelor’s Degree in Computer Science, Information Systems, Mathematics, Engineering or related field
• Financial Services Industry experience
• Proficiency in UNIX, shell scripting, SQL, JAVA, Middleware, Oracle and Sybase Databases, application monitoring tools, and Remedy
• ITIL Foundations certification
• PeopleSoft Campus Solutions
• Communication (Oral/Written)
• Support a portfolio of applications in the Core systems (Deposits, CIS, Statements, Cheque & Giro, Loans) area
• Willing to provide 24X7 on-site or on-call support
• Handle system patches/upgrades, scheduling and deployment activities for projects and releases
• Perform in-depth root-cause-analysis, and to provide a permanent solution to ensure no repeated incident after the fix

Planner Production Support & Logistic Resume Examples & Samples

• Solving manufacturing operations problems by making the necessary adjustments (catch-up plan) with the best quality / delay/ cost
• Analyze human and material resources requirements
• Knowledge of inventory management concepts
• Manage supply chain and material parameters to meet objectives in service, material availability and inventory turn
• Analyze, support and manage all data entry in support to organizational and supplier requirements
• Maintain operational Performance Key Indicator
• Coordinate deliveries with intern/extern customers
• Actively participate in the continuous improvement initiatives

Data Production Support Senior Resume Examples & Samples

• AA/AS degree or equivalent work experience
• Proficiency with MS Office products (Word, Excel, Outlook, Visio, Access)
• Strong working knowledge of production operations environments
• Ability to coordinate
• And adjust schedule requirements
• Strong written, verbal and interpersonal skills in order to communicate with a wide range of internal and external customers at a variety of levels in the organization
• Ability to organize multiple tasks simultaneously and streamline workflow management
• Strong knowledge of work flow and process

Production Support Intern Resume Examples & Samples

• Analyze current production methods, suggest improvements, implement and track improvements
• Troubleshoot/debug production machines and processes
• Reduce defects through improved processes or materials
• Improve current processes and products for productivity improvements
• Create/edit engineering bills of materials in a PDM system
• Suggest, source, install and start-up capital equipment projects
• Develop and maintain process and equipment instructions
• Participate in new product launch by integrating into existing processes, modifying existing processes or developing new processes
• Integrate acquired processes and technologies
• Special project management and/ or execution as required
• High school diploma or equivalent with at least two years of college work towards degree
• Pursuing a Bachelor’s Degree in Mechanical Engineering, Manufacturing Engineering or related discipline
• CAD modeling and design output documentation (preferably using SolidWorks)
• Knowledge of drafting standards and practices
• Good technical writing skills
• Strong qualitative problem recognition and solving abilities
• Open-minded attitude and a willingness to succeed in a competitive business

Process Production Support Resume Examples & Samples

• Set up and operate paper goods equipment and assist with papermaking process support, including shipment of finished goods
• Examine completed work to detect defects and verify conformance to work orders, and adjust machinery or notify appropriate individuals as necessary to correct production problems
• Prepare finished rolls for shipment with labels and wrapping per customer specifications
• Monitor and perform other duties related to production, such as loading of broke pulper, clean ups, and blade grinds
• Assist with machine tending duties, such as blade changes and haying out of machine
• Maneuver trucks into loading or unloading positions, checking that vehicle and loading equipment are properly positioned
• Move finished rolls, chemicals or other materials to and from storage or production areas and loading docks with material handling equipment
• Assist during maintenance outages and felt and wire changes
• Assist in Continuous Improvement projects, such as 5S events and Kaizens
• Maintain safe and clean working environment by complying with procedures, rules, and regulations
• High school diploma or GED certificate
• Minimum of two years continuous work experience in a manufacturing, production, industrial, or labor intensive work environment
• Must be able to handle the rigors of an industrial environment including temperature extremes, noisy environments and heavy lifting
• Able to work rotating schedule that includes nights, weekends, and holidays; expectation of filling other shifts periodically for teammate’s time off
• Ensure proper alerts and analytics are established for proactive monitoring of our platforms
• Lead a team of highly technical talent to ensure the stability and reliability of our production environment
• Ensure monitoring is implemented and team is responding proactively to any issues that may impact reliability, stability and/or service levels
• Responsible for assessing incidents and drive resolution with the appropriate sense of urgency
• Ensure mean time to recovery (MTTR) is improved
• Collaborate with other teams on activities that drive stability and reliability such as root cause analysis, implementation of monitoring with projects, etc
• Maintain a 24x7 support model
• Establish and review trends for all of our supported applications with senior management
• Create dashboards identifying operational metrics such as website performance, uptime, transaction response times, etc. to ensure focus on trending and overall stability
• Ensure the team has a solid understanding of supported technologies
• Provide training opportunities and continuous learning to develop staff skills and career paths
• Foster an environment conducive to teamwork, innovation, and collaboration
• Fully support and be aligned to Incident, Problem and Change Management process and procedures
• Provide leadership, coaching, management and guidance of direct reports
• Enforce strict governance of Security policies
• Ensure our application availability and performance SLAs are met and improved
• Required to be oncall 24X7
• Advanced degree in Computer Science or Computer Engineering with 10+ years of relevant work experience
• Minimum 7+ years of experience required in a high volume, mission critical Production Support environment
• Demonstrated ability to achieve stretch goals in an innovative, fast-paced and highly matrixed organization
• Operates with minimal supervision (self-motivated) and is accountable in delivering on commitments (results-oriented)
• Complex problem solving, excellent presentation, strong collaboration (customer-service oriented), seasoned persuasive and exceptional verbal/written communication skills is highly desired
• Team leadership/mentoring experience is desired
• Possess good understanding of emerging and traditional software development lifecycle methodologies
• Expertise in Oracle Fusion Middleware (WLS/OSB/SOA), Oracle Enterprise Monitoring, CA API Gateway, Red Hat Enterprise Linux and VMWare technologies
• Experience and/or training related to Architecture & Service Delivery Frameworks (TOGAF, eTOM, ITIL, CoBiT, Zachman, RUP, etc) is a plus
• Prior experience in Communications/Media industries is preferred

Receiving Insp Production Support Inspector Resume Examples & Samples

Production support lead-delta one trading desk resume examples & samples.

• Upward of 5 years relevant Production Support/Development
• Solid experience in SQL, Linux/Unix, Shell scripts, PERL/Python scripting
• Prior experience in supporting Swaps, ETF and Derivatives products and systems in a Front office trading environment
• Ability to understand/explain/evaluate trading flows, trading order blotters, interactions between trading systems
• Ability to provide leadership and mentoring to junior members of team
• Exposure to Problem, Change Management and Release procedures and best practices
• Support and maintenance of manual and algorithmic trading applications, including both GUI and server components
• Support a diverse trading environment – Windows, Linux, SQL Server, Oracle, Sybase
• Ensuring all trading components are up and running before the start of each trading day
• Liaise with trading venues/ exchange in the event of a production outage
• Co-ordinate with various front-to-back teams for issue resolution
• Support the release management process ensuring stability of the production environment
• Maintenance and support of static databases and supporting processes
• Development of tools and services to continuously improve our ability to monitor the trading environment

Card Systems Production Support Lead Resume Examples & Samples

• Research and learn new technologies with good self-direction
• Complete assignments with attention to detail while exhibiting outstanding organizational skills
• Participate in quarterly weekend disaster recovery exercises
• Research production issues to determine if the problem is environmental or functional as well as the next step toward resolution
• Create support documentation and/or non-functional requirements that help improve the recoverability of our systems
• 4-year degree in Computer Science, Management Information Systems, or equivalent work experience
• 5+ years experience with n-tier mainframe/web based application infrastructure
• At least 1 year of Level 3 production support or related experience involving mainframe, web solutions and/or back office systems
• Excellent communication skills with the ability to interface effectively at the correct level of technical detail with Technology Teams, Management, Partners and Business Lines
• Flexibility and adaptability to both foster and maintain a collaborative team approach to problem resolution while also pushing the team to achieve quick resolution
• Ability to exercise good judgment to engage additional resources or escalate when necessary
• Has at least 7 years experience using COBOL in an online and batch mainframe environment
• 7 years experience with mainframe batch procedures and JCL development
• 7 years’ experience using mainframe databases including DB2, VSAM
• Proficiency with Word, Excel, PowerPoint, and Visio
• Experience in the financial, investments and/or payments industry and related compliance requirements such as PCI and GLBA
• Partner with PM&S and Store Operations on field communications about pilot/test activities and reporting
• Manage multiple vendors for scheduled media and software testing, as well as, hardware upgrades. Working with these vendors lead initiatives to streamline the management and roll-out of hardware configurations and software to bring tighter control to the process
• Research production equipment and production workflow; finding areas of opportunity for labor savings and task reductions, as well as, COGs reductions through automation or process improvement
• Hardware/Software upgrade Production user acceptance testing
• Work with process team to develop and update user documentation and store communications
• Play an active role in the creation of a streamlined production lab environment to test software and hardware deployments before a pilot/chain rollout
• Maintain item master data in multiple systems incident to production and order intake (media and service item catalogues as well as templated-product bills of material and services) and their standard cost and direct labor attributes
• Develop pilot programs to test new production workflows, hardware, and software changes, building business cases to support and prioritize action
• Communicate with field communications – adapt and exchange and influence to a degree
• Education: minimum of a Bachelor’s degree
• Print science or project planning management degree preferred
• Collaborative & flexible work ethic; Able to work seamlessly cross functionally in a complex organization
• Excellent communication skills with active listening and succinct and clear verbal delivery
• Ability to navigate and resolve issues by using all technologies available to Staples users including: IS Support tools, and Microsoft Office
• 2-3 Years’ experience working in a corporate environment
• Digital Print industry experience preferred
• Knowledge of copy & print workflow
• Continuously strives to improve process and quality
• Customer focused with the goal of making it easy for our store associates and customers
• Must be energetic, self-motivated, and results-oriented
• Ability to manage time effectively to achieve desired results

Gpc-multifonds Production Support Resume Examples & Samples

• To utilise technical and analytical skills
• To work in partnership with the business to ensure timely issue resolution
• Provide support to the Funds Administration business and liaise with the application vendors and technology on their behalf
• Test vendor/application solutions
• Liaise with our virtual teams
• To successfully manage work allocated
• Communicate effectively and efficiently with internal stakeholders and ensure timely escalation of issues
• Day to day task Management
• Meeting SLA/OLA/KPI
• Sound knowledge and understanding of accounting principles
• Knowledge of all Security types like Equities, Bonds, Repo, CFD, Futures, Options, Bank Debts, SWAPS, Forwards, Spot, etc., trade life cycle, various Corporate Actions and its impact on portfolio will be an advantage
• Multifonds Accounting System will be advantage
• PControl will be advantage
• Analyse root-cause of issues reported on various applications and provide solution to operation team in a timely manner
• Good attention to detail and high levels of accuracy
• Strong organisational skills with a proven ability to manage a heavy work load together with tight deadlines
• Quality of work at very high level – coupled with the ability to prioritise workloads to meet challenging deadlines
• A high level of integrity with a commitment to service excellence
• The ability to identify operational efficiencies
• Preferable: MBA (B. Com)
• Preferably the successful candidate will possess some or all of the above desired skills
• Ability to work as part of a team and develop and maintain strong communication and strong interpersonal skills
• Pro-active, energetic and ambitious
• Ability to multi-task, work under pressure in a dynamic, multi-tasking environment and prioritise aggressive deadlines
• Make informed decisions within their realm of responsibility
• Demonstrate flexibility and versatility
• Ability to manage multiple projects at a time
• Direct, manage and evaluate the performance of the Process Development, OpEx, Training, Analytical & Quality Control (A&QC), Logistics, Electrical and Environmental Operations (EEO) and Distributive Control Systems teams
• Be responsible for site control systems maintenance and the employment of Operational Excellence techniques and methods
• Manage A&QC analyses of all production, environmental and business unit analyses, along with calibration and maintenance of associated instrumentation
• Manage infrastructure services where failure to provide services could negatively impact the business and/or third party contractual obligations, permitting and/or result in large fines
• Assume responsibility for all aspects of training program administration, including training needs assessment, curriculum design and development, testing, evaluation, reporting and metrics, formulation of training policies and procedures
• Ensure adherence to corporate standardization practices
• Ensure continuous improvement, step changes and innovation by
• Motivate and challenge to drive high performance
• Role model and enable development of competencies in others needed to implement BASF's strategy
• Establish and support a safety culture in which all accidents are preventable

Project Lead-production Support Resume Examples & Samples

• Knowledge on AIX / Solaris and Linux
• Knowledge on HP and Dell server hardware
• Knowledge on VERITAS cluster foundation
• Knowledge on Linux, AIX and Solaris file systems
• Knowledge on Virtualization technologies
• Independently handle critical issues during On Call
• Troubleshooting skills on OS and hardware
• Exposure to shell scripting / Python
• Exposure to Cloud will be added advantage
• 5 to 7 years of experience
• Performs receiving duties, verifying items and quantities match the purchase order and accompanying shipper assuring all required certifications are also received. Please see Receiving Clerk job description for specific details
• Performs labeling, packaging and shipping duties of MRO supplies, components, and finished goods. Please see Shipping Clerk job description for specific details
• Performs light preparation functions and finishing operations to incoming and manufactured inventory items and sub assemblies. These functions include but are not limited to buffing, filling, drilling, reaming, sandblasting and etching. Please see Assistant Assembly Technician job description for specific details

HIX Production Support Coordinator Resume Examples & Samples

• Participate in MH Production Incident triage calls. Triage issues encountered by internal and external customers and stakeholders
• Investigate and analyze issues regarding the HIX eligibility system
• Participate in Daily HIX Testing Triage calls. Analyze defects and prioritize based on business impact
• Troubleshoot and resolve difficult HIX systems issues, identify resolutions to systems shortfalls and define needed systems enhancements
• Participate in HIX Operations Meetings and HIX Defect priority meetings to ensure Mass Health defects are resolved and if needed workarounds are created
• Validate workarounds and perform workarounds in systems as needed
• Validate workaround scripts in production and testing environments
• Participate in Business/IT JADs teaming with IT colleagues in HIX system developments, enhancements and expansions
• Assists Team Manager in supervision of the unit and other activities as required
• Review documents defining business and functional requirement specifications for HIX development
• User Acceptance testing (UAT) for implementation of additional HIX development
• Collaborate with and support the I-MEC concept of statewide standardization of practices, policies and workflows in use across all of MassHealth eligibility operations
• Input applicant data into agency’s computer systems (MA21, PACES, MMIS, etc) to establish and update customer data, validates data, and make corrections on agency computer system
• Completes special projects in accordance with agency directives, including statistical and narrative reports
• Serve as a vital component toward Excellence in Operations and customer service for members and providers
• Use Excel and Microsoft access to analyze data
• Provide status of validations or any special projects
• Extensive and in-depth knowledge of MassHealth policies, programs and procedures and the ability to integrate this knowledge with new and existing IT systems
• Knowledge of testing and validating systems
• Familiarity with a number of complex, technical issues, systems and programs affecting Medicaid and its services to members
• The ability to manage and sustain multiple and complex relationships and ensure that lines of communication are open
• The ability to work under significant time pressures to meet unanticipated demands
• The ability to work effectively with teams, share information and work collaboratively to solve problems and make decisions
• Experience designing and implementing data collection processes
• Bachelor’s with a major in computer science, business administration, business management, public administration or other relevant areas

Clerk Production Support Resume Examples & Samples

• Production batching entries
• Shipping data entries
• Reclassification
• Date code allocation
• Cycle count entries
• Purchased product receiving
• BOL verification
• Document filing
• E1 entry verification
• Report generation
• Open order analysis

Production Support Lead Fund Services Resume Examples & Samples

• Supporting Incident Management in the swift recovery of incidents affecting the applications
• Leading the support of project implementations into the production environment
• Accurately following processes associated with support tools e.g. Change and Problem management, service desk, project delivery framework
• Lead, support and initiate internal team projects to improve the quality and efficiency of the service provided
• Lead the execution of application and infrastructure disaster recovery plans
• You will have excellent problem solving skills, ability to quickly broker solutions and resolve incidents and perform appropriate root cause analysis
• Provides first level assistance for defined problems and escalates tickets as necessary
• Tracks calls and documents problems into issue tracking software, consults knowledge database to optimize resolutions and follows through on resolution with callers
• Provide PC hardware and software support to end-user
• Install PC and related peripheral equipment for end-user
• Maintain statistical reports and documentation, including problem/trouble and departmental statistical and effectiveness reporting
• Set up user accounts, process move, transfer and user change forms
• Help maintain inventory control for AMN IT assets
• Set up for meetings, and other AV special requests??
• Provides first level assistance for defined problems and escalates tickets as necessary. ?
• Tracks calls and documents problems into issue tracking software, consults knowledge database to optimize resolutions and follows through on resolution with callers. ?
• Provide PC hardware and software support to end-user ?
• Install PC and related peripheral equipment for end-user ?
• Maintain statistical reports and documentation, including problem/trouble and departmental statistical and effectiveness reporting ?
• Set up user accounts, process move, transfer and user change forms ?
• Help maintain inventory control for AMN IT assets ?
• 1-3 years in computer operations/help desk environment
• (For PSS II or III) 3-5 years in similar role ?
• Operating systems: Solaris, Linux, Windows
• Scripting languages: Unix Shell, Perl, Python
• SQL (Intermediate level:multi-table joins, grouping results, etc.)
• Grid computing and batch management
• Well rounded understanding of infrastructure disciplines (network, server, storage, messaging)
• First point of contact for business requests and reported impact
• Monitoring and alerting of critical trading system environments
• Release implementation and post-release testing
• Proactive identification and resolution of problem hotspots
• Development of tools and driving efficiency/stability improvements

Hyperion Production Support Resume Examples & Samples

• Ability to troubleshoot issues and make system changes as needed to resolve issue. Knowledge of computer development software, such as SQL, Java, J2EE, etc
• Consult with engineering staff to evaluate interface between hardware and software, develop specifications and performance requirements and resolve customer problems
• Develop and direct software system testing and validation procedures. Inform customers or other departments on project status, proposals and technical issues such as software system design and maintenance
• Direct software programming and development of documentation

Operator Production Support Resume Examples & Samples

• Prepare and sanitize equipment for clean rooms, product compounding, and filling according to preparation list this includes disassembly/assembly
• Load and unload steam sterilizers, washers, prepare and weigh stoppers, etc. according to proper diagrams and instructions
• Record all procedures in logbooks following completion and complete/correct batch records to ensure readiness for fill
• Sanitize aseptic/controlled production areas to ensure microbial contamination is reduced to safe level on inanimate surfaces
• Bubble point test filters and read/interpret SOPs to ensure compliance
• Comprehend and follow SOPs, cGMPs, and detailed instructions to successfully produce sterile quality products
• Document information, events, and cGMP manufacturing processes clearly, accurately and completely
• Perform duties in an organized, detail oriented manner
• Apply basic math: measures, weights, fractions, decimals
• Apply basic computer skills
• Work and communicate well with others in a team environment
• Computer literate with at least some knowledge of MRP principles
• Knowledgeable with databases, spreadsheets, and text documents
• Have the ability to calculate mathematical equations
• Basic knowledge of inventory control

Avionics Production Support Technician Resume Examples & Samples

• Support Production team activities
• Manage test rack equipment including
• Associates Degree in Engineering, Technology, or in Supply Chain OR 2 years of experience in a manufacturing environment
• Experience in a fast-paced manufacturing facility
• Electronic equipment repair using schematics and wiring diagrams
• 1 to 3 years’ experience working in electronics industry
• 60% - Conducts on-site reviews and analyzes producer’s overall operations
• Provides integrated recommendations on management, production support and digital solutions to increase value added from company products
• Will establish and build effective customer relationships with existing customers and prospects and works with customers to enhance the profitability of their business
• Works closely with field sales team as production resource by providing education, information, meeting presentation support, and various other duties to increase our value to our customers
• Will arrange travel to visit customers while respecting their biosecurity requirements and complete written reports of findings with solutions. Will present and discuss findings with stakeholders and generate buy-in for solutions
• 25% - Helps evaluate and apply the technologies and products we produce to recommend the optimal solutions for current and prospective customers . Provide solutions using tools and proprietary software to help support customer operations (PigFlash model and MaxRevenue) .This individual will need to stay current on new technology and equipment used in animal production facilities
• 10% - Continually develop skills set through various means such as attending and presenting at conferences, reviews, as needed
• 5% - Other duties as assigned
• 10+ years in swine livestock production & operations experience
• Bachelor's degree in Agriculture, Animal Science, or related field
• Self-starter with excellent organizational skills
• Detail oriented with good written and oral communication skills
• Microsoft Office Skills
• Travel 25-50 % as required to serve customers
• Stores, handles universal waste such as fluorescent light bulbs and batteries
• Stores, handles Class I waste
• May be required to learn and utilize business software applications to support operational functions such as SAP

IB&M VP Development / Production Support Resume Examples & Samples

• Developer with 7+ years of experience required
• Strong analytical skills and problem solving capabilities
• Detail orientated and well organized
• Good communication skills in both verbal and written
• Must be willing to be accessible or short notice and occaisonally work extended hours when appropriate
• Experience with implementation and support of vendor systems such as Calypso and Murex
• Experience with regulatory projects such as DFA is highly desirable
• Programming languages such as.NET, Java or Python
• Design, development, testing and implementation of software solutions designed for mobile devices
• Scope for influencing design and architecture
• Liaise with multiple technology teams, operations and product contacts of varying degrees of seniority to facilitate project delivery
• Providing second line production support including root cause analysis for the developed software solutions
• Minimum 5 years development experience
• Working in a .NET, MVC environment
• Excellent team work, verbal and communication skills
• Knowledge of developing for mobile devices and HTML 5 is desirable
• C#, .Net Framework, HTML, CSS, JavaScript and JQuery
• Experience with ASP.Net MVC framework
• Unit Testing Framework like nUnit
• Understanding of Web Services, AJAX
• Knowledge in IIS, Windows 2012 Server, TFS and MS SQL is preferred
• Highly experienced at front end development for large enterprise level web based solutions
• BS or MS Degree in Computer Science, Information Technology, or equivalent

Related Job Titles

• • Effectively resolved first line application queries for over 150+ clients on a weekly basis.
• • Improved ticketing resolution time by 25% by applying strategic problem-solving techniques.
• • Worked closely with development teams to address and rectify complex application issues, enhancing application reliability by 30%.
• • Ensured 95% of customer SLAs are consistently met through diligent tracking.
• • Coordinated with the Product Manager to provide specification support for future development, facilitating the delivery of 10+ product updates.
• • Handled 200+ customer queries weekly, maintaining a high customer satisfaction rate of 98%.
• • Contributed to UAT and live environment testing, identifying and rectifying errors for robust software performance.
• • Supported the implementation of 5+ major software updates, ensuring seamless transition and minimal downtime.
• • Prepared comprehensive training materials that have raised new-user competency by 35% over a quarter.
• • Set up UAT and Live environments for 10+ new customers.
• • Reduced resolution times by 30% through optimizing support protocols.
• • Administered customer environments in line with solution requirements, ensuring flawless user experience.
• • Assisted in release testing and troubleshooting, enhancing product stability by 40%
• • Coordinated with the Project Manager in customer project reviews, aiding in smooth project to operations transition.

5 Application Support Analyst Resume Examples & Guide for 2024

Your application support analyst resume needs to emphasize your troubleshooting expertise. Demonstrate your ability to quickly resolve technical issues to maintain smooth application performance. Showcase your knack for customer service on your resume. Your proficiency in translating complex technical language into user-friendly terms is vital for effective user support.

All resume examples in this guide

Traditional

Resume Guide

Simple guide to your application support analyst resume format.

Designing your application support analyst resume experience to grab recruiters' attention

How to create an impactful Application support analyst resume skills section

Optimizing the education and certification sections of your application support analyst resume, crafting the application support analyst resume summary or objective: a blend of achievements, aspirations, and uniqueness, four additional sections to consider for your application support analyst resume, key takeaways.

A common resume challenge faced by Application Support Analysts is demonstrating the ability to handle complex technical issues in a highly pressured environment, effectively translating this hands-on experience into clear, concise, and compelling resume content. Our guide can assist in overcoming this challenge by providing targeted advice on how to craft impactful situation-action-result (SAR) statements, which allow you to succinctly showcase your problem-solving skills and the positive impact of your actions within past roles.

Dive into our concise guide to learn how to:

• Show your application support analyst career's brightest moments through your resume's summary, objective, and experience sections.
• Explore top-notch application support analyst resume examples to understand how to distinguish yourself from other candidates.
• Identify the most sought-after application support analyst skills and certifications in the industry.
• Design a structured yet unique resume layout.

Recommended reads:

• Product Support Specialist resume
• IT System Administrator resume
• Linux System Administrator resume
• Junior Salesforce Admin resume
• Service Desk Analyst resume

Successful application support analyst resumes all have something in common - candidates invest in a simple resume layout . One that is easy to read, makes a good first impression, and is adapted to their professional experience.

There are three distinct resume formats , which help you focus on different aspects of your resume. Those are:

• A reverse-chronological resume format - puts your most recent experience in the spotlight
• A functional skill-based resume format that makes your transferrable skills the center of attention
• A hybrid resume format - it combines skills and experiences.

What's more, keep in mind that your resume usually goes through an ATS (Applicant Tracker System) (i.e. the software used by companies in the hiring process).

The application support analyst resumes that suit the ATS:

• incorporate exact match keywords and skills from the job description;
• should be no longer than two pages;
• should be submitted in a PDF format, unless specified otherwise.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Essential application support analyst resume sections for a comprehensive overview:

• Header: Enables recruiters to swiftly access your contact details and peruse your latest work portfolio.
• Summary or Objective: Offers a snapshot of your career milestones and aspirations.
• Experience: Demonstrates alignment with job prerequisites and highlights your tangible contributions.
• Skills: Captures the full spectrum of your expertise, making you a compelling application support analyst candidate.
• Education & Certifications: Bridges potential experience gaps and underscores your dedication to the field.

What recruiters want to see on your resume:

• Experience with specific software, systems, or platforms relevant to the role. This could include ticketing systems, monitoring tools, and databases.
• Problem-solving and troubleshooting skills which are crucial in responding to and resolving application-related issues.
• Knowledge of ITIL or other industry standard methodologies for IT service management.
• Exceptional communication and customer service skills, especially as it relates to technical explanations to non-technical users.
• Evidence of ongoing learning and certification, such as Microsoft Certified: Azure Administrator Associate or AWS Certified SysOps Administrator, indicating a commitment to keeping up with advancements in the field.
• Resume Layout

Designing your application support analyst resume experience to grab recruiters' attention

For the application support analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

• Feature roles most relevant to the application support analyst job you're targeting.
• Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the application support analyst role.
• Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
• Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
• Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the application support analyst resume samples below to see how top professionals present their experience.

• Provided application support and troubleshooting for internal and external users, ensuring timely resolution of issues.
• Collaborated with cross-functional teams to analyze, diagnose, and resolve software defects, resulting in a 30% reduction in application downtime.
• Implemented proactive monitoring tools, reducing system failures by 20% and improving overall system stability.
• Developed and delivered end-user training sessions on software functionality, empowering users to effectively utilize the applications.
• Created comprehensive documentation on support processes, troubleshooting techniques, and frequently asked questions, enhancing knowledge sharing within the team.
• Delivered second-level application support, investigating and resolving complex technical issues for a global customer base.
• Led the successful migration of a critical application to a new platform, minimizing disruption and ensuring seamless user experience.
• Collaborated with development teams to prioritize and implement bug fixes, resulting in a 15% reduction in customer-reported issues.
• Performed root cause analysis and implemented preventive measures, reducing recurring incidents by 25%.
• Participated in regression testing and quality assurance activities to ensure software reliability and adherence to specifications.
• Provided first-line support for a portfolio of business-critical applications, addressing user inquiries and resolving technical issues.
• Collaborated with vendors to implement system upgrades and enhancements, ensuring optimal performance and functionality.
• Assisted in the development and execution of test plans for new software releases, identifying and reporting defects to development teams.
• Contributed to the creation of a knowledge base, documenting known issues and solutions for efficient troubleshooting.
• Participated in on-call rotation to provide 24/7 support, maintaining high availability and minimizing downtime.
• Supported users in configuring and customizing commercial software applications, ensuring alignment with business requirements.
• Collaborated with clients to gather and analyze software enhancement requests, translating them into actionable development tasks.
• Assisted in the design and implementation of software integrations, improving data flow and synchronization between systems.
• Developed SQL queries and scripts to extract, manipulate, and analyze data, supporting reporting and decision-making processes.
• Facilitated user acceptance testing and conducted training sessions, resulting in smooth software deployments and user adoption.
• Providing technical support for enterprise-level applications, resolving complex issues and ensuring customer satisfaction.
• Collaborating closely with development teams to reproduce and investigate software defects, driving timely resolutions.
• Leading the implementation of automated monitoring solutions, reducing incident response time by 40%.
• Mentoring junior support analysts, facilitating their professional growth and enhancing team performance.
• Contributing to knowledge base articles and best practice documentation, promoting efficient support practices across the organization.
• Provided application support for a diverse client base, addressing user inquiries and resolving technical issues via phone and email.
• Developed and maintained comprehensive incident tracking and resolution system, ensuring accurate and timely record-keeping.
• Collaborated with development teams to test and deploy new software releases, ensuring smooth transitions and minimal disruption.
• Conducted performance tuning and optimization of database queries, resulting in a 25% reduction in application response time.
• Participated in customer-facing meetings to understand business requirements and provide tailored technical solutions.
• Provided comprehensive support for enterprise resource planning (ERP) systems, troubleshooting complex technical issues.
• Collaborated with cross-functional teams to implement system upgrades and enhancements, ensuring seamless operations.
• Assisted in the development and execution of test plans and scripts for ERP module implementations.
• Supported end-users in training sessions and workshops, facilitating their adoption of ERP functionalities.
• Contributed to continuous process improvement initiatives, streamlining support procedures and enhancing customer satisfaction.
• Provided technical assistance for web-based applications, resolving user-reported issues and escalating complex cases as necessary.
• Collaborated with development teams to reproduce and debug software defects, ensuring timely resolution.
• Developed and maintained troubleshooting guides and knowledge base articles, enabling efficient issue resolution.
• Assisted in the creation and execution of test plans for new application features and enhancements.
• Contributed to process improvement initiatives, optimizing support workflows and enhancing customer satisfaction.
• Provided application support for a suite of financial software products, addressing inquiries and resolving technical issues.
• Collaborated with clients to gather requirements and customize software configurations, ensuring optimal functionality.
• Led the successful migration of a major client to the latest software version, resulting in improved performance and increased client satisfaction.
• Developed SQL queries and reports to extract and analyze financial data, supporting decision-making processes.
• Conducted training sessions for end-users, empowering them to utilize software features effectively.
• Provided technical support for mobile application platforms, assisting users in troubleshooting and resolving issues.
• Collaborated with development teams to identify and resolve software defects, ensuring high-quality user experience.
• Performed rigorous testing and quality assurance activities, including load testing and compatibility testing on various devices.
• Developed user guides and documentation, simplifying user onboarding and reducing support inquiries.
• Participated in regular team meetings to discuss emerging issues and share knowledge with colleagues.

Quantifying impact on your resume

• Include the number of applications or systems you have supported. This shows your capability to handle multiple tasks and manage complexity.
• List the number of software bugs or issues resolved, which indicates problem-solving skills and efficiency.
• Quantify the percentage improvement in system uptime or availability due to your contributions, demonstrating your impact on system stability.
• Detail the number of users you've supported or trained, showing your ability to communicate and transfer knowledge effectively.
• Mention the frequency of status reports or documentation you've produced as this demonstrates accountability and thoroughness.
• Highlight any reduction in support ticket resolution time under your service, indicating efficiency and user satisfaction.
• Showcase the size of the data sets you have worked with, illustrating your ability to handle large-scale data operations.
• Note the number of process improvements or automations implemented, proving your initiative and drive for efficiency.

Building a application support analyst resume when experience is sparse

If you're light on relevant experience, consider highlighting:

• Short-term roles or internships undertaken during your academic years.
• Contractual roles, emphasizing their relevance and the outcomes achieved.
• Alternative resume formats, such as functional or hybrid, that spotlight your skills.
• Research roles, especially if they involved significant projects or if your contribution was pivotal to the project's success.
• Resume Keywords
• Resume Buzzwords

Remember, the experience section isn't just about traditional roles. It's a space to highlight all professional learning, whether from internships, contract roles, research projects, or other relevant experiences. If it's added value to your skill set for the application support analyst role, it deserves a mention.

Recruiters always care about the skill set you'd bring about to the application support analyst role. That's why it's a good idea to cherry pick yours wisely, integrating both hard (or technical) and soft skills.

Hard skills are gained through studying, are certifiable, and it's impossible to do your job without them. All in all, they show your suitability for the technical aspect of the role.

Your soft skills are those personality traits you've gained over time and most often than not - outside of the workplace. Soft skills are more difficult to quantify but are definitely worth it - as they show how you'll fit and adapt into a new team environment.

How do you build the skills section of your resume?

• Include up to five or six skills in the section as keywords to align with the advert.
• Create a specific technical skills section to highlight your hard skills aptitude.
• Read more about the culture of the company you're applying and cherry pick the soft skills you have that deserve a mention.
• Make sure you answer the majority of the job requirements that are in the advert within your skills section.

A application support analyst's resume requires a specific skill set that balances both industry-specific hard skills with personal, soft skills. Discover the most often used ones on application support analyst resumes from our list:

Top skills for your application support analyst resume

Understanding of application lifecycle management

Knowledge of SQL and databases

Troubleshooting and debugging skills

Experience with ITSM tools like ServiceNow or Jira

Understanding of software development methodologies, e.g., Agile, Scrum

Technical understanding of operating systems, e.g., Windows, Linux

Knowledge of scripting languages such as Python, Shell scripts

Familiarity with cloud platforms like AWS, Azure

Knowledge of network protocols, firewalls, and VPNs

Understanding of ITIL framework

Problem-solving skills

Excellent communication skills

Teamwork and collaboration

Customer service orientation

Analytical thinking

Time management

Detail-oriented

Adaptability

Stress management

If you're in the process of learning a pivotal skill for the role, mention this on your resume. It demonstrates initiative while maintaining transparency.

Your education and certification sections can be game-changers on your application support analyst resume, showcasing your commitment to professional growth.

For the education section :

• Highlight advanced education, noting the institution and duration.
• If you're currently studying, mention your expected graduation date.
• Exclude degrees that don't align with the job's requirements.
• If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

• Feature those directly relevant to the role.
• Highlight recent and significant knowledge or certifications at the top of your resume.
• Provide essential details like the issuing institution and dates for credibility.
• Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

• Cisco Certified Network Professional (CCNP), Cisco
• Red Hat Certified System Administrator (RHCSA), Red Hat
• AWS Certified Cloud Practitioner (ACCP), Amazon Web Services
• CompTIA A+ Certification, CompTIA
• Certified Information Systems Security Professional (CISSP), International Information System Security Certification Consortium
• Certified Information Systems Auditor (CISA), ISACA

If you're in the process of obtaining a certification listed in the job requirements but haven't completed it yet, be transparent. Mention your ongoing training and the expected completion date. Honesty is always the best policy on a resume.

• Coursework on Resume
• Major Minor on Resume

Whether you opt for a resume summary or objective depends on your career trajectory.

• If you have a rich tapestry of relevant achievements, a resume summary can spotlight these accomplishments.
• If you're relatively new or transitioning, a resume objective can articulate your aspirations and how they align with the role.

Regardless of your choice, this section should encapsulate your unique value proposition, blending your technical and interpersonal strengths.

Resume summary and objective examples for a application support analyst resume

• Dynamic professional with over 8 years' experience in application support. Exceptional technical acumen with proficiency in SQL, Windows Server management, and .Net applications. Proven track record of reducing downtime by 15% through preventive troubleshooting.
• Exceptionally detailed-oriented individual boasting a 7-year stint in software development, now eager to leverage that knowledge in an application support role. Proficient in Python, SQL, and server monitoring tools. Successfully led the development of a key company product, improving efficiency by 20%.
• IT specialist with 5 years' experience in network administration, seeking to translate those skills into an application support role. In-depth understanding of server infrastructure and ITIL processes. Recognized for resolving critical issues leading to 18% increase in system stability.
• Data analyst with a 4-year tenure, keen to transition to application support. Strong grip on data management systems, SQL, and Python. Implemented a data-driven decision-making process, increasing operational efficiency by 10%.
• Recent graduate with a Bachelor's degree in Computer Science, eager to channel my technical prowess in Python, SQL, and Java to thrive in an application support setting. My goal is to utilize my problem-solving skills to ensure seamless application operations and user satisfaction.
• Passionate tech enthusiast pursuing a first step in the application support domain. Armed with a deep understanding of .Net framework and SQL, I am committed to using my strong troubleshooting skills to maintain and improve the performance of business-critical applications.

To give a fuller picture of who you are, consider adding these sections to your application support analyst resume:

• Awards - to showcase your achievements.
• Interests - to share passions outside of work.
• Publications - to highlight your contributions to the field.
• Projects - to spotlight significant accomplishments, even those outside of traditional work settings.
• The format and layout of your application support analyst resume should reflect your career experience;
• Use the resume summary and objective to highlight your most prominent accomplishments;
• Always be specific about your experience and consider what value each bullet adds to your application support analyst application;
• Consider how your academic background and technical capabilities could further showcase your alignment to the role;
• Your soft skills should contribute to your overall application support analyst profile - aligning your personality with your professional self.

Looking to build your own Application Support Analyst resume?

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L1, L2 & L3 support: what you should know

What is l1, l2 & l3 support, l1, l2 & l3 support: understanding the differences, an extra tier: l4 support, l1, l2, and l3 support: a comparison.

The EPAM Anywhere Editorial Team is an international collective of senior software engineers, managers and communications professionals who create, review and share their insights on technology, career, remote work, and the daily life here at Anywhere.

L1, L2, and L3 support is a tiered system of remote IT support . Different levels organize help desk teams according to specialization, problem type, urgency, and expertise. A proper division of labor helps you better address the wide range of possible IT service issues. That way, when a problem occurs, efficient escalation and workload distribution offer cost savings. More importantly, tiered service provides an improved customer service experience.

Let's explore L1, L2, and L3 support responsibilities.

In IT support, the terms L1, L2, and L3 support refer to different levels of technical assistance provided to users and organizations. These support tiers ensure IT systems' smooth functioning and promptly address issues. Let's explore the meaning (definition) and the difference between L1, L2, and L3 support, exploring their roles and responsibilities in the IT support landscape.

L1 support in short

L1, or Level 1 support, represents the initial point of contact for end-users seeking technical assistance. The primary responsibility of L1 support is to handle basic queries and resolve straightforward issues. These could include password resets, software installations, and general troubleshooting. L1 support is the frontline, offering a quick and accessible solution for common IT-related problems.

Roles and responsibilities

• Initial point of contact: L1 support is the first line of assistance, providing immediate solutions to common user issues.
• Basic troubleshooting: L1 support addresses routine problems, including software installations, account setups, and general user inquiries.
• Ticket routing: L1 support appropriately categorizes and escalates issues to higher support levels when necessary.

L2 support in short

Moving to a more specialized level, L2 or Level 2 support deals with issues beyond basic troubleshooting. L2 support technicians possess a deeper understanding of systems and applications. They handle more complex problems that require a higher level of expertise. While L1 support focuses on quick resolutions, L2 support delves into the intricacies of technical issues, providing in-depth solutions and often requiring specialized knowledge.

• Advanced troubleshooting: L2 support delves into more complex technical issues, requiring a deeper understanding of systems and applications.
• Specialized knowledge: L2 support technicians possess specialized knowledge in specific areas, allowing them to tackle intricate problems with expertise.
• Collaboration with L1 support: L2 support collaborates with L1 to provide guidance and share insights for ongoing issue resolution.
• Escalation to L3 support: L2 support escalates issues to L3 support when challenges require an even higher level of expertise.

L3 support in short

L3, or Level 3 support, represents the highest tier of technical support. L3 support is reserved for the most challenging and intricate issues that demand expert-level knowledge. These could involve system architecture, network configurations, or advanced software and hardware troubleshooting. L3 support plays a critical role in problem resolution, collaborating with other support levels, and, if necessary, liaising with product developers or vendors to find comprehensive solutions.

• Expert-level troubleshooting: L3 support tackles the most challenging technical issues, involving in-depth knowledge of system architecture, network configurations, and advanced troubleshooting.
• Collaboration with L1 and L2 support: L3 support collaborates with lower support tiers, providing guidance and expertise to facilitate issue resolution.
• Vendor or developer liaison: L3 support may interact with product developers or vendors to address issues beyond the organization's scope.
• Continuous improvement: L3 support improves support processes, documentation, and training materials to enhance support capabilities.

The L1 support tier operates as a first line of defense. L1 technicians in remote IT jobs are the first point of contact via standard contact methods such as email, phone, or social media. L1 support then creates issue tickets, ensuring that all customer service responses are efficient and rapid.

When do you need L1 support?

The purpose of L1 support teams is initial user assistance. Customers will have routine problems, both pre- and post-sale — an L1 technician offers guidance for such basic inquiries outside of possible self-service.

By handling regular troubleshooting, L1 technicians create an efficient triage. Pre-made scripts and known operating procedures resolve numerous customer complaints, while any issues that demand specialized assistance can then escalate to L2.

As a result, L1 technicians need less technical expertise but more interpersonal skills. Frontline service value frees up expert technicians to focus solely on complex issues. Such a configuration is also ideal as tech support for small businesses .

L1 support: business cases

Regular activities for L1 technical support involve incident ticket triage and standard service requests. For example, an L1 rep can handle all password requests, account changes, and access permissions. In addition, L1 support may address routine system upgrades, network connectivity problems, and release transitioning for new features. All other L1 actions focus on customer service improvements, such as crafting FAQs or engaging in remote end user support .

Key L1 support metrics

To measure the quality of the L1 service desk, use the following Key Performance Indicators (KPIs):

• First Call Resolution (FCR): Your FCR rate determines how many inquiries are resolved on the first interaction with L1 support technicians.
• Average handling time: Your L1 handling time determines how quickly IT support teams resolve an issue, from initial contact to resolution or escalation.
• Ticket volume: Total ticket volume refers to the resolution rate and total workload that L1 support logs during a given timeframe.
• Customer Satisfaction Scores (CSAT): Your CSAT measures the feedback given by clients regarding their interactions with an L1 support technician.
• Service Level Agreement (SLA) compliance: An SLA is the agreed-upon terms and conditions signed between a business and its customer during a sale. Your SLA compliance rate refers to how often L1 technicians resolve a problem within the timeframes defined in the SLA.

L2 support operates as the second defense line. They handle all escalated problems. L2 also commands a deeper understanding of all business technologies and products. If an issue exceeds the scope of the L1 tech support, reps transfer the problem to those with more expertise.

When do you need L2 support?

The purpose of L2 support is to address complex technical issues. L1 reps could not resolve the problem, so advanced personnel shoulder the responsibility. An organization implements an L2 support team to handle high-level configurations.

L2 technicians also play a leadership role and often provide secondary aid to L1 technicians. Guidance, training, and mentorship fit within the role responsibilities of an L2 help desk support.

Lastly, L2 support technicians engage in customer-facing problem-solving. High-priority customers or those with ongoing issues receive personalized attention and in-depth troubleshooting. Such support care further strengthens the customer-to-business relationship.

L2 support: business cases

Regular activities executed by L2 support teams focus on troubleshooting. Technicians engage in error analysis, workaround creation, or patch software installation. Documentation for necessary updates or upgrades also occurs to support development teams. Further service communications may occur to inform the customer of all changes or solicit feedback .

Key L2 support metrics

L2 support teams operate with all the same Key Performance Indicators given to L1 reps (customer satisfaction scores, average response times, etc.). However, L2 also uses additional success metrics that better define escalated problem resolution:

• Knowledge utilization: Knowledge utilization refers to how well L2 technicians leverage their expertise and all available internal resources. Low utilization rates indicate department silos, a lack of technical knowledge, or incorrect operating procedures.
• Customer retention: Your retention rate refers to the number of clients that continue using a product or service after a technical problem. Successful retention speaks to the quality of the issue resolution by L2 support.
• Team effectiveness: Success metrics such as cases handled, average time per case, and the ratio of escalated cases determines the efficiency of the L2 team. If successful, it shows that you have a proper escalation channel, workload distribution, and L1 knowledge transfer.
• Escalation rate: Your escalation rate compares how many cases L2 reps are resolved against the number of cases escalated further to L3. A high escalation rate depicts efficiency issues or the need for more training, as only a minority of cases should escalate to L3.

Read full story

L3 support is the highest level of technical resolution. L3 technicians handle the most challenging customer issues. They may even engage in possible code-level alterations. L3 also works closely with development processes and often has permission to suggest product changes.

When do you need L3 support?

First, your L3 support focuses on immediate incident management and resolutions, such as outages, breaches, hacks, and system failures. Response times for such emergencies are crucial (measured in minutes to hours). Deep technical experience addresses critical problems as rapidly as possible.

L3 support also handles system defects or bugs that threaten total business operations. Upon discovery, L3 technicians will guide DevOps and support engineers on how to fix future recurrences. As a result, you also gain robust application maintenance and support . In certain cases, L3 will even escalate issues to vendors or third-party consultants.

Lastly, L3 focuses on performance optimization and automation. Any escalated issues are used to define areas of needed improvement in the product.

L3 support: business cases

Regular activities executed by L3 focus on optimization, customization, and incident responses. Technicians often work with enterprise-level software, networks, and databases. Issue resolution includes deep analysis, vulnerability discovery, and patch creation. All collected data offer insights into IT infrastructure improvements, root-level configurations, and security management . Lastly, L3 engages in all immediate emergency responses.

Key L3 support metrics

L3 support uses a set of high-level KPIs that measure team effectiveness, such as:

• Mean Time To Resolution (MTTR): Your MTTR depicts how rapidly L3 teams can locate and address high-level issues (e.g. data breaches).
• Backlog management: Since it is the last line of defense, L3 can have numerous ongoing cases. Backlog management shows the number of open cases and the overall completion rate.
• Development collaboration: Unique metrics such as enhancement reports show how effectively L3 support techs collaborate with development teams.
• Proactive identification: The rate of issue identification, customer notification, and proactively defended threats all demonstrate the vigilance of L3 technicians toward delivering a stable customer experience.

Support is a critical aspect of any business, and understanding the distinctions between its different levels can significantly impact the efficiency of issue resolution and overall customer satisfaction.

Here are the differences between L1, L2, and L3 support in a snapshot:

L4 refers to the highest level of support in a business hierarchy. This is a form of escalation customer service that may include consultants, third-party experts, vendors, and product architects. In many cases, tier four addresses component issues not even serviced by your organization, as vendor-supplied support staff will come in to perform root cause analysis and code-level investigations.

L1, L2, and L3 support work together to create a robust and efficient support system that effectively addresses customer issues and ensures seamless operations. Through the proper division of labor, you can efficiently leverage the strengths of each support tier, allowing your organization to provide comprehensive support coverage and deliver exceptional customer experiences.

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Java Support Resume Sample

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Work Experience

• Perform implementation steps as prescribed in documented changes, upgrades, installations and outages
• Proficiency in Analysis, Design, Build, and Deployment of core Java applications. (4+ years)
• Strong Oracle PL/SQL programming skills.(3+ years)
• Knowedge of Technical operations team procedures and processes
• Work experience with any of the following – Linus/UNIX/Solaris/AIX
• Previous Banking/Financial/Credit Card experience is desired
• Prior L2/L3 Support experience
• Experience with Sybase database
• Total of 3 - 5 years’ experience in Oracle Applications
• Web design, requirements/specifications definition, analysis, assessments, planning, design, development, integration, testing, installation, performance tuning, deployment, or maintenance
• SQL (preferably Oracle)
• Support, Maintenance and Operations, Organizational Skills, Dealing with Incidents on Applications,
• Hands on support. technical. Need someone who has a strong development background or knowledge who is okay in a role that is not 100% development
• Assist in creation of tools to improve team’s capability to identify cause and expedite recovery
• Communicate with the stakeholders of the application and technology peers
• Coordinate with onshore business and technology teams
• Provide application support for several trading applications
• Provide great customer service and support
• First line support for Incident for internal and external solutions, covering the full technology stack
• Change / release support
• Investigation of problems, including design, code, test and implementation of fixes
• Ensuring solutions are monitored and have appropriate alerting
• Automation of common, repeatable, manual tasks
• Research and presentation of ideas for system improvements and contributing to continuous operational/service/lean improvement plans
• Experience as a Software Engineer working on major programmes across a complex IT environment

Professional Skills

• Good communication skills, both verbal and written, with strong relationship, collaborative and organization skills required
• Good verbal and written communication skills. Good troubleshooting skills. Willingness to work in support environment
• Prior experience with Production Support, Analytical / debugging skills are value added
• Good troubleshooting and issue resolution skills; experience in coming up with new solutions and thinking “outside of the box”
• Experience applying your skills and knowledge to find solutions to customer problems
• Other technical skills: PHP, Python, Perl, .NET. Experience working with an API
• Strong analytical and inter personnel skills

How to write Java Support Resume

Java Support role is responsible for java, programming, analytical, security, retail, training, integration, database, trading, architecture. To write great resume for java support job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Java Support Resume

The section contact information is important in your java support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Java Support Resume

The section work experience is an essential part of your java support resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous java support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular java support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Java Support resume experience can include:

• Strong experience with JAVA/J2EE, WCS, Dynatrace, Splunk, good troubleshooting skills
• Two (2) years of experience in production support/operations experience
• Two (2) years of experience in WebSphere Application Server configuration, deployment and administration experience
• Two (2) years of experience in WebSphere Message Broker configuration, deployment and administration experience
• Strong technical experience with Unix/Linux, Apache, and either WebSphere, WebLogic, JBoss
• Working experience with onshore offshore model, work distribution and get the delivery done from offshore team

Education on a Java Support Resume

Make sure to make education a priority on your java support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your java support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Java Support Resume

When listing skills on your java support resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical java support skills:

• Solid Java skills and a desire to grow them further
• Demonstrates familiarity and strong working knowledge of the relevant programming languages/tools for the application area
• Self-sufficient work, problem solving skills, creativity, analytic thinking
• Two (2) years of experience in Unix shell scripting experience
• Capable of learning new technologies, and effectively use them and apply them
• Collaborate with effected business areas to identify, create and implement the business requirements effectively

List of Typical Experience For a Java Support Resume

Experience for java application support resume.

• Sev1/Sev2 incident resolution & Root cause analysis. Assist team towards Sev 3/4 prioritization & resolutions
• Min. 1-3 years Web/Application server operation experience (WebLogic, JBoss server, Apache Webserver)
• General IT system operation experience
• Good Knowledge on Java , Web services and SQL
• Linux Java development supportwith experience troubleshooting of production applications within lower and upper multi-tier environments
• Prioritize, sense of Urgency
• Key Requirements:App Support Experience, Unix, Query, Java

Experience For Java Support Engineer Resume

• Experience with JEE, Web Services (SOAP/RESTful/JSON)
• Experience with SQL Databases such as SQL Server, Oracle or Sybase
• Experience with JavaScript and JavaScript libraries such as jQuery
• Experience with XML and XML Libraries
• Experience with Java technology (J2EE, JSP and AJAX)
• Good Knowledge on Java/J2EE, Integration, Microservices, AEM Basics
• Experience in GWT
• Participate in triaging issues

Experience For Java Technical Support Analyst Resume

• Perform periodic manual regression testing and defect documentation
• Able to grasp and understand new technologies and concepts. Proactive approach to problem solving
• Be willing to learn technologies as required
• Microservices, REST and Web Services (JSON, XML)
• Tomcat / TomEE / WebSphere

Experience For Java Support Systems Analyst Resume

• Pentaho, DataStage, ETL tools
• Nagios, Apica, PagerDuty, App Dynamics, Splunk
• Atlassian stack (JIRA, Confluence, Hipchat, Bitbucket)
• Min 5 years in Healthcare Domain
• Claims HC Sub Domain
• Techno domain System Analyst responsibilities

Experience For Java .NET-applications Support Analyst Resume

• Server/client architecture knowledge, Java Enterprise Edition knowledge, BPM workflow knowledge, Mobile application technology knowledge, ITIL basic knowledge, Slovak language is advantage
• Point of escalation accountable for customer support to diagnose and resolve customer impacting issues
• Flexible to work in Production support work
• Take ownership of the issues (analyze and debug) and provide resolution. Communicate effectively with the developers and in a timely manner. Provide suggestions to improve developer experience/ reduce ticket inflow.Search Jobs US
• 24x7 support of production applications on a rotating basis, and participate in resolution of escalated incident calls
• Technical support and maintenance for web applications and tools

Experience For Java Application Support Lead Resume

• Plan and execute day-to-day maintenance for the web environment
• Automate common second tier support tasks
• Monitor work intake queues, maintain Service Level Agreements (SLAs), and own root cause analysis of incidents
• Provide top-to-bottom support of a wide-ranged application environment
• Technical knowledge in SQL
• Technical knowledge in Java
• Understand / adhere to quality / security standards and processes applicable to role

Experience For Java Support Analyst Resume

• Passion for application support
• Hear business strategy and solution technical delivery
• Provide L2 and L3 support for set of applications assigned
• Restore services based on agreed Service Level Agreements
• Create problem records for repetitive incidents and provide solutions

Experience For IT Java Application Support Resume

• Perform Root Cause Analysis and Problem Investigations for all incidents
• Provide minor enhancements as agreed for small initiatives
• Identify and create improvement plans in the system
• Enhance knowledge management documents
• Demonstrates understanding of application development methods, including MST’s software development methodology, as well as the fundamentals of requirement specification, design, coding, and testing of business applications systems
• Has a strong working understanding of installed systems, with the ability to troubleshoot and resolve many problems on the existing system(s) supported
• Takes customer calls and resolves most customer issues independently
• Coordinates with various support teams across the organization, for problem research and resolution

Experience For Smts-java Support Resume

• Communicates with line of business and management the overall status and health of the application. Looks for areas of improvement in monitoring, application stability, and speed of determining root cause
• Provides monitoring of the environment during release or independent change and tracks changes to the production environment thru out the weekend for executive communications
• Knowledge of Red Hat JBoss Middleware solutions
• Respond to telephone calls, email, service requests for technical support in a fast, friendly manner
• Daily application checkout activity, troubleshoot & support software applications, various hardware/software configurations and run SOP based appropriate testing & diagnostics
• Identify, research, and resolve Known technical Incidents/problems and escalate Incidents/ problems to other support teams when necessary
• Review active tickets attempt to resolve based on Knowledge base and known issue resolution document

Experience For Java Support Specialist Resume

• Work in a fast-paced environment, able to adapt to frequent change and be able to work a flexible schedule
• Language - Java, J2EE, XML,
• Framework - Angular JS, Struts, Hibernate
• Unix/Linux System Admin
• Web Tech - SOAP WS, JSP
• IDEs - WSAD, RAD
• DB - Oracle, MySQL,

List of Typical Skills For a Java Support Resume

Skills for java application support resume.

• Java Development Experience. Experience in working with Java extensively
• Automated testing experience using a suite of tools for various test classifications; e.g. unit testing, performance, security, acceptance testing
• Good understanding of Unix/Linux, shell scripting and PL/SQL
• Experience using the following technologies to develop business critical applications and solutions
• Experience is data cleansing and reporting
• Hands on experience in J2EE Server Technologies such as Java, JSP, JMS, Servlet, Webservices, XML, Clustering, and EJB
• Demonstrates proficiency with one or more technology environments, with the ability to learn and apply new and emerging concepts very quickly

Skills For Java Support Engineer Resume

• Builds and maintains a strong working knowledge of the business area(s) supported and the applications that support it
• Previous experience in working with customers, multiple teams and organizations across different geographical locations
• Hands-on experience in troubleshooting production issues and defects
• One (1) year experience in Application monitoring tools such as Dynatrace
• Experience with web frameworks such as Spring or JEE 6
• Good command using tools like MS PowerPoint, MS Macros, Excel
• Working experience with Oracle PL/SQL
• Intermediate Experience in the following Java, Web Services, Unix/Windows Server, Oracle DB areas

Skills For Java Technical Support Analyst Resume

• Experience working on data integration, data ingestion and high-volume transaction solutions
• Hardware and software knowledge, Linux experience, Database and SQL knowledge, Shell-scripting knowledge
• Proactive analysis, validation & fixing of business data issues
• Experience in the design, development of J2EE applications
• Experience with persistence layers such as hibernate, Toplink, and IDE’s like JDeveloper
• Develop a strong internal network

Skills For Java Support Systems Analyst Resume

• Relevant IT experience (Production Support, SDLC- Waterfall / Agile)
• Experience Visual Basic, SQL and DB2
• Experience in Eclipse and SVN
• Experience in Unix and Shell scripts
• Experience in Agile and DevOps is a nice-to-have
• Current (or recent) experience in Unix, Java, Query, SQL
• Current (or recent) experience in Websphere, Splunk, Oracle DB
• Previous experience with Database management
• Experience in large-scale multi-tier software applications

Skills For Java .NET-applications Support Analyst Resume

• Develop strong relationship with business process owners and stakeholders team
• Hands-on experience in Core Java/Advanced Java
• Two (2) years of experience in production issue triage, root cause analysis, defect and incident management
• Two (2) years of experience in Pharmacy or Health care domain
• Two (2) years of experience in enterprise UNIX/Linux administration
• Two (2) years of experience in the administration and custom configuration of large of-the-shelf applications or software packages

Skills For Java Application Support Lead Resume

• Operating Systems including Windows and Unix
• Troubleshooting technical issues & resolving defects
• Working knowledge of UI/Front-End development using Angular, HTML, CSS, etc
• Understanding of multi-tier architecture and infrastructure configurations
• Programming knowledge in Java
• Operating Systems (Linux and Windows) knowledge

Skills For Java Support Analyst Resume

• Ensuring change/feature enhancement requirements are implemented appropriately to ensure it delivered accurate and on time
• Working knowledge on SOAP or Restful WebServices
• Assuring smooth operation of Integration and Workflow environment
• Monitoring applications, systems & interfaces
• Expertise in Core Java, Swing Spring, J2EE, Web Services(Rest Full), Hibernate
• Successfully troubleshoots most applications problems independently, determining the root cause and fixing the problem
• Responsible for ensuring stability of applications in production. Provides on-call support for triaging problems

Skills For IT Java Application Support Resume

• Project Details:Support for several leasing applications, including some newly developed systems
• Team: Several teams are growing across the leasing business, highly collaborative, open, fast-paced environment
• Execute service requests with follow-through from planning, testing, and documentation to implementation and steady state
• Administration and configuration of application servers including Weblogic, JBoss, Websphere, etc
• Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system
• The Enterprise Consumer Digital Platform team is tasked with developing enterprise wide reusable critical components that comply with MasterCard standards
• Drive to understand and exercise emerging technology trends

Skills For Smts-java Support Resume

• Provide reporting of Availability and capacity trends
• Maintain time reporting on projects and provide timely updates to project milestones
• Familiarity with common networking practices
• Attain a CompTIA Security+ Certificate before starting work
• Environment:Agile Environment, working directly with the business

Skills For Java Support Specialist Resume

• Undertake root cause analysis and problem investigating
• Linux command line, shell & scripting languages
• Used technologies - IBM BPM, Bonita BPM, Linux, Scripting, Hadoop, Cloudera, BI tools, Cloud solutions
• Customer Communication and Incident Triaging
• Willingness to work in evening hours and weekends on need basis
• Create application monitoring plan and recommend performance and infrastructure capacity improvements

List of Typical Responsibilities For a Java Support Resume

Responsibilities for java application support resume.

• Salary Range:Open to negotiation!
• Tech Stacks:Unix, Java, Query, SQL
• A team player who can work well with others
• IT experience in a technical production support role or equivalent with background in Unix and/or Windows development or operations support with hands-on using Java, C++, Python or another OO language
• Certifications: Knowledge of ITIL production support best practices

Responsibilities For Java Support Engineer Resume

• Familiar with technical production support with background in Unix and/or Windows development or operations support with hands-on using Java, C++, Python or another OO language
• Familiar with Unix/Linux, Apache, and either WebSphere, WebLogic, JBoss
• Familiar with Agile and DevOps environment
• DOD Secret Clearance and US citizen
• Extensive experience in Java, J2EE and ADF based systems development, which includes System Analysis, System Designing, Programming, Debugging, Defect fixing, Testing, Application Performance Analysis and Deployment
• Hands on experience in Oracle ADF 11g Architecture, JDeveloper, Oracle ADF Development (ADF, ADF Faces, ADF Task Flows and Business Components) with Web Services
• Web development using Java

Responsibilities For Java Technical Support Analyst Resume

• Coordinate a small team
• Continually build knowledge and proficiency in applications development and changes in technology
• On-Call 24 X 7 as needed in a rotation basis, if required
• Unix/Linux production support
• REST Api, web services

Responsibilities For Java Support Systems Analyst Resume

• This is a Technical Support Role
• Knowledge on OAuth 2.0 & SOAP
• Be familiar with code repositories (bitbucket, git or others)
• OS knowledge (Linux and Windows)
• Web Server - WebSphere

Responsibilities For Java .NET-applications Support Analyst Resume

• Technologies: J2EE, JMS, SOAP, Web Services, Webmethods, XML Schema, JMS, JDBC
• Certifications in Java or ITIL
• Usage of Excel

Related to Java Support Resume Samples

Java production support resume sample, java technical lead resume sample, senior java resume sample, analyst / senior quantitative analyst resume sample, full stack .net developer resume sample, specialist, bi resume sample, resume builder.

We provide IT Staff Augmentation Services!

Abinitio production support/ developer resume, riverwoods, il.

PROFESSIONAL SUMMARY:

• Over 7 years of professional IT experience in Analysis, Design, Development, Testing and Implementation of various Data Warehousing, Reporting and Software Applications.
• Over 7 years of Exclusive Experience in Ab Initio (GDE, Co>operating system).
• Expertise in ETL tools using Ab Initio (GDE, Co>operating system), DataStage and SQL Loader for data migration to Enterprise Data Warehouse.
• 3+ years of strong Teradata along with SQL Assistant and BTEQ experience. Solid skills and expert knowledge of Teradata version 2R5.x/6.x/13.x and utilities Parallel Transporter which include inherit tools like TPUMP, MLOAD, FASTLOAD and FASTXPORT.
• Strong experience on developing re - usable generic applications for high-volume DWH environment (~ 80 TB).
• Thorough knowledge in EME, check-ins, checkouts, command line interface, air commands and Dependency analysis.
• Excellent work base experience on OLAP application development using Abinitio, Sybase, Netezza, Oracle and Teradata Procedure’s
• 5+ years of experience on development and maintenance of STAR schemas, Fact Tables, Dimensional Tables (Type 1, Type 2, Type 3), and Surrogate Keys
• Calculated Data Quality metrics such as completeness, accuracy, consistency and stability.
• Hands on experience on analyzing data, data lineage and impact analysis using Metadata Hub.
• Administered management group settings to generate and view reports using Operations Console.
• Good knowledge of Payment Card Industry, Credit Cards Domain, Insurance and strong experience in Financial/Banking industry
• Developed various UNIX shell wrapper scripts to run Ab initio jobs and used shell scripts in graphs/plans.
• 4+ year of experience in AbInitio Plan (Conduct>It) using various tasks components for processing the applications.
• Experience in Ab Initio EME/Sandbox to implement version control and impact analysis to manage various project across the organization.
• Excellent knowledge on Business Rule Engine (BRE) and Application Configuration Environment (ACE).
• Extensively used Express>it and Couduit>it
• Extensive experience on developing Ab Initio Batch and Continuous Flow applications.

TECHNICAL SKILLS:

ETL Tools: Ab Initio (GDE 3.2.5/3.0.x/2.1x, Pentaho data Integration 6.01, Co>Operating System 3.2.x, 2.1x), Informatica Power Center 8/9/1/9.6.1, DataStage, SQL*Loader and Teradata Parallel Transporter utilities

Database: Teradata 15.00/14.10, Oracle 12C/11g, Oracle X2/X3/X4 full rack Exadata machine, MS SQL Server 2014/2008 and DB2 UDB

Reporting Tools: Tableau, MicroStrategy 8.1.1/8.0.2/7 X (Desktop, Web, Intelligence Server, Report Services, Narrowcast Server, Enterprise Manager)

Testing Tools: Win Runner, Load Runner, Test Director, and Quick Test Pro.

Operating Systems: Microsoft Windows XP/2003/2000/9i/NT, IBM AIX Unix 4.2, Red Hat Linux 8, IBM OS/390 version 2.8, Sun Solaris 8 and DOS

Languages: Perl, SQL, PL/SQL, Transact SQL, UNIX Shell scripting, HTML, XML, Jboss 4.2.x and Jboss 5.1 EAP

PROFESSIONAL EXPERIENCE:

Confidential, Riverwoods, IL

Abinitio Production Support/ Developer

Responsibilities:

• Working as an L3 Production support for teams like Payment data services, Finance data services and Corporate data services to handle the urgent issues as and when happened.
• Developed critical business projects from the beginning requirement collection to install the same in production environment.
• Guiding a team of 6 people in offshore to handle the development activities by setting up daily on call meetings.
• Helping the offshore optimize the code by following AbInitio best practices and tuning the database queries whenever possible.
• Worked on Teradata Unity tool to have disaster recovery setup. Also helped in moving the existing data, tables, schemas and setup in DR server to the Unity server for optimal disaster recovery.
• Developed complex Unix shell scripts to handle the requirements from the business.
• Worked as a Primary prod issue solver on an alternative week.
• Developed MapReduce programs to parse the raw data, populate staging tables and store the refined data in the partitioned tables in the EDW.
• Created Hive queries that helped market analysts spot emerging trends by comparing fresh data with EDW reference tables and historical metrics.
• Provided design recommendations and thought leadership to sponsors/stakeholders that improved review processes and resolved technical problems.
• Enabled speedy reviews and first mover advantages by using Oozie to automate data loading into the Hadoop Distributed File System and PIG to pre-process the data

Environment: AbInitio 3.2.5 with Co>op 3.2.x, Teradata 15.00, Teradata Utility, Oracle 12C, SecureCRT (Unix), Tivoli Workload scheduler (TWS), Windows 7/10

Confidential, Atlanta, GA

Sr. Abinitio Developer

• Responsible for interacting and discussing with Business Team to understand the business process and gather requirements. Developed and documented a high level Conceptual Data Process Design for the projects.
• Responsible for checking the data lineage, data profiling and data management for Risk application.
• Worked towards the optimization of data by following the best practices for data quality.
• Responsible for managing technical resources (Onshore and Offsite) within project schedule.
• Used 14 Way Multi Files for processing Millions of records and used MFS and serial lookup files for lookup.
• Specified the application’s business rules and/or other metadata in Express>It
• Tested the application with test data in Express>It to ensure that the features are configured as expected
• Excelled guiding and managing technical resources within project schedule and scheduling status meeting to get the status updates and discuss ongoing issue and blockers.
• Continued to make changes to the application in Express>It and published the application from Express>It for promotion or release.
• Responsible for updating project manager regarding status of development efforts.
• Liaised with business and functional owner during risk engineering and high-level review sessions to derive and execute action plans, meeting deadlines and standards.
• Handled the tasks of identifying system deficiencies and implementing effective solutions
• Handled the responsibilities of managing technical risks throughout the project.
• Drove impressive improvements across the business as a result of IT implementations.
• Created cost-benefit analyses and ROI assessments that were used as the basis for decision-making on proposed IT implementation projects.
• Created High Level Technical Design and Detailed Design (DDL) documents (HLD) in the initial stages of a project.
• Developed graphs using Ab Initio components and utilized Ab Initio Parallelism techniques and MFS Techniques with the Conditional Components and Conditional DML and thereby improved the overall performance by optimizing the execution time.

Environment: Ab Initio 3.2.5.x with Co>Op 3.2.6, Oracle, DB2, UNIX, MS Office, Mainframe, Windows 7, CA7

Confidential, Chicago, IL

Abinitio Consultant

• Developed ETL process for extracting the data from Oracle and DB2 sources and loading DB2 Pure Scale and UDB tables.
• Worked on End to End in the Project from Requirements to Implementation and PIV.
• Used various XML components like XML Combine, Split as part of creating various Business records using XSD.
• Developed Graphs using RPC Component and Web process for creating and retrieval of the Hash dynamically using continuous graph.
• Have a good experience in using Meta Data Hub for browsing the Data and addition of Metadata to Metadata hub.
• Integration of Exadata monitoring into our existing IT monitoring framework. Provide and implement performance and tuning recommendations of all components in the Exadata machines.
• Duplicate all the non-production databases on Exadata server according the Data Warehouse development project's requirement. Help to compress large volume partition table by using Oracle HCC Hybrid Columnar Compression techniques.
• Developed shell scripts in Start and end scripts for sending communication to the users and various Business needs for weekly and Daily jobs
• Have a good experience in air commands, m* commands and Unix commands for day to day activities and good experience in creating tag and save files for code promotion.
• Have a good experience in using majority of Ab Initio Components like Rollup, Scan, Normalize, Reformat, Multi update, Partition Components, and Repartition Components and creating of common functions and usage of vectors.
• Used Control-M as a job scheduler to automate the daily and monthly jobs.
• Used Begin and End Transaction components for processing the Relational Integrity tables (RI).
• Used 4 Way Multi Files for processing Millions of records and used MFS and serial lookup files for lookup.
• Have worked and have good knowledge of Continuous flows.
• Good experience in loading DB2 on mainframe and Pure Scale DB2 tables and has a good experience in loading Oracle tables using API and utility modes.
• Developed ETL application for extracting the data from DB2 Sources and pushing the files through Secure Transfer to various third party vendors.
• Worked on the enhancement of the existing ETL application and tuned the ETL jobs for better performance and enhanced the ETL apps from batch jobs to hourly refresh.

Environment: Ab-Initio GDE 3.1.2.2 (Batch, Continuous), co-op 3.1.2.2, AIX, EME 3.1.5.1, Oracle 11g Enterprise Edition (64 bit), Pure Scale DB2, DB2 on Mainframes V10.5, Windows 7 Professional, Control-M, MS Share Point, Agile Methodology(Rally) and HP Quality center.

Confidential, TX

Data Ware Housing Developer

• Scheduling status meeting to get the status updates and discuss ongoing issue and blockers.
• Developed Continuous Flow applications using Ab Initio continuous components like subscribe, MQ subscribe, Multi Publish, Publish, Continuous join with DB, Continuous update table.
• Developed Conduct>IT plans and sub-plans by integrating graphs, scripts.
• Extensively used Teradata and its tools to extract and load data
• Created so many multiload and fastload scripts for loading data into Teradata.
• Extensively utilized Ab Initio Parallelism techniques and MFS Techniques with the Conditional Components and Conditional DML and thereby improved the overall performance by optimizing the execution time.
• Designed and developed a process for extracting the data from All Bridge Data Sources.
• Developed the technical design document and the fields Mapping Documents from Various sources with embedding all the System Constraints.
• Designed various Oracle tables at various levels of the Business such as Detail level, Agent level and Leader level.
• Developed a generic process for Versioning the records using SCD type 2 and extensively used various Meta programming and PDL functions.
• Constructed various control balancing methodologies at Source level and target level and balancing between files and file and table.
• Extensively used Multi file partitions (8 way) and used various functions pertaining to multi file.
• Used various types of look up functions like look up interval, look up local, lookup match, look up count and look up next.
• Developed various wrappers from start job to end job and developed PL/SQL scripts to load the data into Oracle tables using parallel hints.
• Used the various Abinitio performances’ techniques to improve the graph performances and fixing the over heads.
• Developed Generic ETL Graphs for loading data to Oracle DB tables from the load ready files and have good experience in building surrogate keys in serial and multi file and chaining the records.
• Have good experience in using air, m commands and UNIX commands.

Environment: Ab-Initio GDE 3.2.2, co-op 3.2.2, Linux, EME 3.2.4.6, Oracle 11.2 g Enterprise Edition, Windows 7 Professional, IBM Tivoli, MS Share Point, SAP BO and HP Quality center.

Confidential

Data ware Housing Consultant

• Prepare ETL design documents, evaluate and recommend ETL solutions to meet user requirements; define and implement solutions to load and extract data from source data.
• Had conceived data from sources, cleansed, transformed and loaded in to target databases using an ETL tool, Ab Initio.
• Had developed shell scripts that customize Ab Initio graphs prepared using graphical interface, GDE that processes multiple queries on large data
• Had been responsible for replicating operational tables, transform and load data into operational data using ETL techniques.
• Designed/Created several scripts to load the staging/target tables Configured Ab Initio environment to connect to the Teradata database using db config, Input Table and Output Table Components Had been responsible for scheduling and exception-handling routines on designed ETL processes.
• Worked on modifying the Ab Initio component parameters utilized data parallelism and thereby improved the overall performance by optimizing the execution time.
• Extensive experience working with branches in EME and coordinating with other teams to merge them.
• Designed and developed AI Graphs for large projects in the Retention Marketing Domain.
• Had worked on modified DML and supported graph changes pertaining to Unix to Linux
• Had worked on migration of Ab Initio based applications (migration effort).
• Developed AI graph based fast-track ad-hoc projects marketing and legal support.
• Used Teradata utilities such as BTeQ, multiload, fastload etc.
• Conducted and participated in design reviews to support Best Practices.
• Analyzed financial data reports intended for executive consumption.
• Debugged shell scripts and Perl based code that worked in conjunction with AutoSys
• Involved in the creation of Ab-Initio Graphs to extract, transform and load the data from mainframes.
• Worked extensively on Web service components like Call web service.
• Data cleansing operations were performed on the graphs using data cleansing functions.
• Configured Ab Initio environment to connect to the Oracle database using db config, Input Table and Output Table Components.

Environment: Oracle 8i/9i/10g, ERWIN, Ab-Initio 1.14.15 GDE with Co>op 2.13.1 patch level 40 built on AIX5-2-n32mt, Unix - Solaris, HP superdome/RP 8400, Perl, Brio/Hyperion, Windows NT/2000, XML, COBOL, DB2, RCS Version 5.7, Teradata Utilities (BTEQ, Fastload, Multiload, Tpump).

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