Provide second level application support for all AS400/GMI applications in order to troubleshoot and resolve application issues. Follow escalation processes, and consistently perform incident and problem management. Create and maintain current documentation on all applications supported. Understand and collaborate with internal partners to improve processes and make applications reliable. Help Develop an automated solution for Password Reset Utility to enable user’s self-control in resetting their user profiles. Transfer knowledge and consistently train rest of the team to ensure follow the sun support. Liaise with other branches in Europe, Middle East, North America and Asia Pacific (“EMEA/NA/APAC”) to improve teamwork. Create daily issue tickets and populate with all required info including resolution steps. Create and maintain all incident/problem tickets. Communicate issues/ resolutions with internal partners, while establishing proper customer service skills. Use strong communication skills (verbal and written) to respond to end users within timeframe dictated by the severity of the problem, and document and track the problem (including case histories, issues, and action steps). Collaborate with IT partners on issues and resolutions, pressing for improvements and resolution updates. Understand end to end management of specific projects. Ensure highest level of internal and external service, while following proper escalation procedures. Adhere to internal policies and ensure compliance with operation risk requirements such as Golden rules, security policies and regulatory requirements, in a timely manner. Manage, control, prepare and escalate risk within the scope of the position. Attend daily whiteboard sessions and prepare problem task and incident updates. Prepare and complete written and verbal turnover with support teams in other regions. Telecommuting may be permitted. When not telecommuting, must report to SG Americas Operational Services, LLC at 425 S. Financial Place, Suite 2400, Chicago, IL 60605. Salary: $125,000 per year.