Incident & Problem Management
* Take ownership of incidents that are assigned to the Support Team
* Diagnose and assign accordingly incidents that have been assigned to the Support Team which require assistance from another business unit.
* Ensure Incidents are accepted, updated and resolved in accordance with the associated SLA.
* Escalate incidents where appropriate and liaise with fellow Senior Support Analysts and SMEs to ensure prompt resolution.
* Log and track incidents which are assigned to a third party. Ensuring communications flows are kept open to allow prompt diagnosis and resolution.
Problem Management
* Take ownership of problems assigned to the Support Team
* Ensure Problems are kept active and updated and resolved in line with the Problem management process.
Continuous Improvement
* Reviewing the current process and looking at where improvements can be made such as using automation or reviewing the Bluedoor batch to suggest improvements.
Change Management
* Raising and implementing Service Now Change Requests to support data, config and code changes to any of the supported environments (level 0 through to Level 4 and production)
* Supporting emergency releases
Smoke Tests
* Execute a selected set of validation scripts with critical functionality to verify an application is ready for testing or production usage following software changes.
Health Checks and Monitoring
* Verify and continually monitor the production environment to ensure it is available for use by the business and customers following maintenance outages.
Other Responsibilities
* Security Testing Verify an environment meets the security requirements prior to testing.
* Participation in projects at various stages of the project lifecycle to provide: SME knowledge, Defect Management, Test support, Implementation planning, Implementation support, Early Life Support.
* The successful applicant may be required to form part of the established on‑call Rota providing additional backup and support to the Level 1 support group.
* Ensuring all key documentation is regularly reviewed and updated.
* Performing annual Disaster Recovery (DR) tests and evidencing the results.
* Supporting monthly patching windows or essential maintenance.
Experience
* Experience of working on Cloud based applications.
* Knowledge of messaging services
* Windows experience – Knowledge of IIS, error handling and troubleshooting whilst being able to evidence root cause in a clear manner.
* Microsoft SQL Server – Ability to write queries to assist in incidents, general enquiries or when supplying data for operational requests.
* PostgreSQL experience.
* Experience supporting a 24/7 application in a pressurised environment.
* Knowledge of ticketing tools such as Service Now and JIRA
* Knowledge of the ITIL Framework
* Monitoring and Alerting tools.
As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the worlds largest companies to small and mid‑market firms, rely on SS&C for expertise, scale, and technology. SS&C is leading the way. We continue to look for today’s and tomorrow’s brightest talent, those that embody a spirit to improve not only their lives, but those around them. From college students to seasoned and experienced professionals, we encourage you to apply. SS&C prides itself on hiring diverse, honest, dynamic individuals, who value collaboration, accountability, and innovation to name a few. Thank you for your interest in SS&C! If applicable, to further explore this opportunity, please apply directly with us through our Careers page on our corporate website @ www.ssctech.com/careers.
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 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.
Your Future
* Professional Development Reimbursement including access to SS&C University
* Work/Life Balance: Competitive holiday scheme
* Your Wellbeing: Competitive benefits designed to support the wellbeing of our staff
* Diversity & Inclusion: Committed to Welcoming, Celebrating and Thriving on Diversity
* Training: Hands‑On, Team‑Customised throughout your career
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