Application Support Analyst

Permanent contract|Chicago|IT (Information Technology)

Application Support Analyst

Chicago, United States Permanent contract IT (Information Technology)

Responsibilities

Responsibilities

Always ensuring the highest level of service for the above tasks and following escalation process in place.
Responsibility for ensuring that you are fully aware of and adhere to internal Policies that relate to you, your business or other businesses for which you have any level of responsibility. It is your responsibility to ensure compliance with operational risk requirements (e.g., Golden rules, security policies and regulatory requirements) in a timely manner.
Ensure production stability and performance, as well as a secure Infrastructure environment.
Responsibility for managing, controlling, preparing, and escalating risk within the scope of your position.
Responsibility for reading, understanding, and complying with the Company’s Conduct and Standards and corresponding regulations. You will be notified of changes to policies in a timely manner through announcements and/or intranet updates.
Act with integrity and due skill, care, and diligence in carrying out your duties. Your actions should always be able to satisfy high standards of scrutiny.
Observe proper standards of market conduct. Responsibility to ensure that you take reasonable steps to be fully aware of, understand and comply with all regulatory requirements from all regulatory bodies that are applicable to your business.
Responsible for attending daily whiteboard sessions and being prepared with updates on problem tasks or incidents when applicable.
Responsible for preparing and complete turnover with support teams in other regions, both written and verbal

Tasks:

Troubleshooting/Resolving Application issues
Following escalation processes, incident, and problem management of issues always
Create and keep documentation current on all applications supported.
Understanding and working with internal partners on improving processes and making applications reliable.
Understanding end to end management of specific projects (if applicable)
Transfer of knowledge to the rest of the team always to ensure follow-the-sun support (24/6 global support).
Liaising with other branches in EMEA/NA/APAC to improve teamwork
Some out of hour’s support may be necessary, including weekends. (Maybe short notice)
Creating daily issue tickets and populating with all required info including resolution steps
Creating and maintaining all incident/problem tickets
Other duties and/or projects, as assigned
Ability to communicate issues/ resolutions with internal partners, showing proper customer service skills (define expectations of customer service skills as professionalism, courtesy, understanding of issue, teamwork, etc.)
Ability to work with IT partners on issues and resolutions. Pressing for improvements and resolution updates.

Profile required

Skills:

Solid knowledge of SQL, Python and Linux a MUST, and Java a plus
Operating Systems - Windows/Linux skills
Cloud Technologies – Kibana, Elastic Search, Dockers and Kubernates - Azure preferred
Scripting languages – Shell, Perl, Python, Java, XML, Net, SQL, PL SQL
Web Tools – IIS, Tomcat, Apache
Knowledge of clearing systems/market technology
Troubleshooting skills

Experience:

Minimum 3 years experience within an application support role
Minimum 3 years experience in a high-available production cloud environment (Azure preferred)
Experience in Kibana, Elastic Search, Dockers and Kubernates.
Familiarity with “Follow the Sun” methodology in a global environment
Experience of working in the financial markets
Experience working with a high-pressure environment
Solid support experience

CORE COMPETENCIES NEEDED:

Required/must have:

• Proactive and results oriented, sets high standards of performance

• Client focused, identifies and anticipates client requirements

• Staff development, promotes knowledge sharing and learning

• Detail-oriented and well organized.

• Excellent written and verbal communication skills.

• Cooperative promotes collaborating within and across teams.

• Strong analytical skills, follow-up capability and problem-solving ability.

• Flexible and adaptable to a changing environment.

• Must be passionate, determined, and have intellectual curiosity

• Must have the ability and desire to work collaboratively

Must have a thorough understanding of what client service is and a strong commitment to ensure they provide solid client service

Ability to work under pressure and think quick

REPORTING LINE:

Reports to: AMER Head of Application Support

LEVEL OF AUTONOMY:

Working within a global team, Low individual authority.
Participate in organizational activities, i.e. (town halls, team building events, culture and conduct sessions) when available

Why join us

The majority of Société Générale's activities in the U.S. are centered on the Corporate & Investment Banking (SG CIB) Division.

We are focused on building a new platform based on the latest technology stakes (public and private cloud) and relaying on one of the most advanced production practices in the investment bank industry.

The successful candidate will have to ensure an optimal Prime Services & Clearing production quality by providing a stable information system, thanks to a technical and functional support across Listed Derivatives perimeter.

To remain on the cutting edge of technical and technological information system and due to financial regulation, the successful candidate must guaranty its evolution’s agility in today fast-changing environment.

Our candidate needs to have the ability to work well within a global team (APAC, EMEA and AMER) in a follow-the-sun mode, on his/her own initiative in a highly pressurized environment. Also responsive, high-energy, we need him/her to be able to get quickly a fluent understanding of our business needs and technology stacks.

The candidate must manage the expectations and relationships of users, sponsors and senior management.

Business insight

OUR CULTURE:
At Societe Generale, we live by our 4 core values of commitment, responsibility, team spirit and innovation. We are engaged and demonstrate consideration for others. We act ethically and with courage. We focus our talent and energy on collective success. We experiment and propose new ideas. This way, we maximize our ability to serve client needs and anticipate market changes. Societe Generale is committed to strengthening bonds with colleagues, communities, and the world in which we live, because relationships are at the heart of how we operate.

D&I:
Our Diversity & Inclusion Mission: Recruit, develop, advance, and retain a diverse workforce that is united in our efforts to enhance our competitive position and deliver innovative solutions to our clients.

Our Diversity & Inclusion Vision:
•   Engaged workforce that is demographically diverse in a way that reflects the communities in which we operate
•   Inclusive culture and workplace that recognizes employees' unique needs and utilizes their diverse talents
•   Engage our community and marketplace, and position the organization to meet the needs of all its clients

For more information about our D&I initiatives, please visit this link (https://americas.societegenerale.com/en/societe-generale-about/diversity-and-inclusion/)

HYBRID WORK ENVIRONMENT:
Societe Generale offers a hybrid work arrangement that offers employees the flexibility to work remotely, as well as on-site, in order to promote interaction and collaboration with colleagues while adhering to all SG standard protocols. Hybrid work arrangements vary based on business area. The applicable Business lines will determine and communicate the work arrangements that best meet their business needs.