Job Description

Event Monitoring:

• Daily start-up checks, to monitor the health of the application suite.
• Review and act upon events automatically generated by the event management system.

Incident Management

• Production support of the Advent Wealth application suite.
• Liaise directly with business counterparts to identify and resolve incidents.
• Take ownership of incidents that are assigned to Advent Wealth Application Support Team.
• Diagnose and assign accordingly incidents that have been assigned to the Advent Wealth Application Support Team which require assistance from another business unit.
• Ensure Incidents are accepted, updated and resolved in accordance with the associated SLAs.
• Escalate incidents where appropriate and liaise with Senior Support Analysts to ensure prompt resolution.

Problem Management

• Take ownership of problems that are assigned to the Support Team
• Ensure Problems are kept active and updated and resolved in line with the Problem management process

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:

• Create and schedule bespoke reports
• Extract data samples to help troubleshoot incidents
• Support quarterly valuation runs
• Upload client reports to document repository (valuations & tax packs)
• 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.

Required Knowledge, Skills, and Abilities

• Required experience:
• Application support / bespoke software support
• SQL literacy - querying tables, writing select statements, analysing data
• Excellent incident and problem solving skills
• Excellent communication skills
• ITIL Foundation
• Usage of a recognised Service Management Toolset (e.g. Service Now)
• Minimum of 3 years’ experience in a similar role.
• Excellent time management and prioritisation skills
• Experience of working in high pressure environments.
• Ability to manage and perform repeatable standard processes.
• Ability to forge strong relationships with internal customers and business areas
• Ability to manage an incident through to resolution
• Experience of working within an ITIL Environment