Application Support - Database in Boston, MA

This company develops trading/compliance/decision support software and they are looking for someone for this position:











Application Support Analyst





Reports to: Support Manager



Position Summary



The Production Support team is the sole point of contact for all application problems experienced by production clients in the North American region. In most cases, issues are first investigated by clients’ internal support teams and then escalated.





The Production Support Team provides assistance to clients by investigating and resolving problems and by providing information about the application. Application Support Analysts work in close collaboration with the application developers, Product Managers and other business analysts.







Responsibilities



Incident Management



Incident Logging – a record of all issues logged with is maintained and managed by support. All issues to be logged and acknowledged within the limits imposed by the client’s SLA

Ensure clients are fully informed of progress made on their issue on a regular basis, daily for high priority items

Reproduction of issues using replica environments

Resolution of issues through clarification of workflows or system behaviour, provision of database scripts, configuration change recommendations or escalation to development.

All issues escalated to development are to be fully reproduced and documented

Preparation of patch releases



Preparation of patch releases including advising clients of expected delivery dates, preparation of release notes, testing and delivery to clients

Assist in product deployment test cycles

Client Management



Production of Monthly Incident reports for distribution to all customers

Attend regular client meetings to review open support calls

Environment Maintenance



Maintenance of customers’ replica environments at for issue reproduction and bug fix testing

Preparation of environments for issue reproduction and fix testing





Required Skills and Experience



· Experience of working in a support role – preferably as part of a buy-side front office support team



· Excellent communication and organisational skills



· Ability to prioritise issues and adapt to an ever changing workload



· Knowledge of the trading process especially from a buy-side perspective







Required Technical Skills and Experience



· Strong database skills in either SQL Server or Oracle.



· Knowledge of Windows Operating Systems incl Windows NT Server / Workstation, Win2K Server / Professional and Windows XP



· Familiarity with distributed systems



· Familiarity with IIS (optional)






To Apply to this job go to http://www.GadBall.com or click here