Production Support Analyst

3 weeks ago

London Area, United Kingdom SS&C Hubwise Full time

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.


SS&C Hubwise is the business unit offering this role. Hubwise provides an intuitive and comprehensive platform for the adviser and investment communities driven by the needs of those very communities. Incepted in 2012, the business is growing rapidly with new Financial Institutions taking advantage of the platform features to secure business advantage.


About the role


We are seeking a Production Support Analyst to join our Wealth Production Support team, which includes SS&C Hubwise. The role involves issue management from external and internal clients to meet KPIs and SLAs and liaising with other business areas to ensure a robust and scalable production environment for internal and external customers.

This role requires a strong technical foundation, particularly in database management and ITIL-based support practice, combined with a solid understanding of the financial services and Wealth Management industry.


Team Responsibilities


  • Application Support – ensure that the application is working correctly as deployed.
  • Issue Management – analyse, investigate, and allocate for resolution and closure for all issues.
  • Change Management – support testing and release process for production fixes.
  • Project Handover – facilitate the transition between project support and production support for all change.
  • Service Support – support the Service Delivery team in delivering services within KPIs, SLAs and contractual obligations.
  • Incident Management - Respond to, work with SMEs to diagnose, and resolve technical issues using ITIL-based practices. Manage the incident lifecycle from initial response to communicating resolution to key stakeholders.
  • Acting as a case-dependent 1st or 2nd level escalation and referral point for platform queries


Your Responsibilities


  • Monitor issues log - to maintain the quality of information on the issue log to allow for full investigation, resolution, and closure of all queries.
  • Diagnosis and Problem Solving - identify, troubleshoot and resolve production issues.
  • Collaborate with colleagues, operational/client-servicing staff and other users to produce long term, scalable root cause solutions that adhere to procedural and regulatory compliance requirements.
  • Work with developers, analysts and testers to ensure that production fixes and business process changes are fit for purpose.
  • Write and update technical and process documentation.
  • Support existing clients with daily queries via team ITSM queues.
  • Other tasks - undertake any other projects/tasks as may reasonably be required to facilitate the smooth operation of the production environment.


Your Experience


  • Knowledge of relational databases.
  • Experience of Production Support in a Financial Services pr Wealth Management environment
  • ITIL experience
  • Experience using an IT Service Management tool such as ServiceNow or JIRA
  • Ability to learn quickly in a dynamic fast-paced industry.
  • Self-motivated, confident, and a delivery focused working style.
  • Problem-solving abilities and keen attention to detail.
  • Excellent organisation, administration and time management skills.
  • Excellent communication skills, confident in dealing with internal and external clients.
  • Experience in IT or project management desirable but not essential.


EEO Statement / Non-agency Disclosure


We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.


Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

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