Application Product Support Technical Analyst II

As the Application Production Support Technical Analyst II you will provide application support with specific focus on the technical features of the applications in the Fund Servicing and Technology organization. Share the responsibility for performance, reliability, and optimization for all areas of assigned applications. Function as one of the key contacts for the organization on production issues. Expected to develop a high level of expertise on all facets of assigned applications including but not limited to the physical and logical infrastructure associated with assigned applications. Will work with application development, database and systems specialists for additional support when required to supplement and expand their knowledge. Expected to lead the analysis of root cause factors that impact the reliability, accuracy, and efficiency of assigned applications with a primary focus on the development and implementation of prioritized initiatives that eliminate dependencies placed on the Development organization. In addition, candidate will be responsible for developing and creating formal documentation, including capacity and growth management, configuration management, and regular formal reporting on system performance and health.

Responsibilities:

Break Fix, Maintenance and Implementation Support

• Proven experience in following and operating within the framework of the software development life cycle (SDLC)
• Perform unit testing and/or other test cases based on project needs, as needed.
• Understanding of assigned applications - functional and technical, in order to support bug fixes, minor enhancements and other project support functions
• Provide implementation support including, but not limited to, code deployment and feature verification

Problem Management

• Assist with Root Cause Analysis (RCA) efforts (prioritize problems, identify and validate RCA) and as needed document and identify workarounds
• Ensure problems (and/or System Defects) are appropriately logged in the central repository

Systems Health / Performance Monitoring

• Assist in the development and facilitate continuous monitoring of core system functions
• Pro-actively research and escalate any abnormalities in order to mitigate system issues and/or downtime

Event/Crisis Management

• Based on the immediate need Participate and/or coordinate efforts around Event Management
• Based on the immediate need Participate, lead and/or coordinate troubleshooting efforts to resolve application outage in a timely manner
• Communicate status of research to interested parties and ensure documentation is up to date

Incident and Error Management

• Assist Business Support Team in the triage of application Incidents and when needed create short term solutions to restore service.
• Assist in documenting incident and error handling procedures in the team's knowledge base

Change Oversight

• Perform proactive review of Changes to ensure in line with best practice technology architecture. Consult on design and test plans where applicable.
• Accept Changes into Production performing approval after review of readiness including implementation, validation, and post validation monitoring plans. Ensure runbook and/or user guide documentation is delivered and clear. Ensure required automation including systemic monitoring and alerting is implemented with all Changes.

Qualifications:

• BA/BS Degree in Computer Science and/or related work experience
• 5+ years of experience, preferably Tier 1/2 System Support or have a development background
• Excellent Communication Skills
• Strong analytical and logical thinking skills
• Knowledge of SQL in ORACLE
• Demonstrates understanding of Infrastructure landscape and technologies that support Application(s)
• Attention to detail
• Experience writing technical specifications, preferably at a financial services company (not mandatory but a plus)
• ITIL Foundation Certification (not mandatory but a plus)
• Experience designing and building Splunk ITSI monitoring and alerting (not mandatory but a plus)

BBH is committed to diversity, innovation, and globalization. Our culture is driven by our goal to provide the best solutions and services to our clients and each other. Our Partnership structure creates a flat organization that promotes collaboration across all business lines. We believe that diverse ideas and the ability to come together globally across groups and borders are a competitive advantage. In order for all our teams to excel, members must trust each other and feel comfortable providing honest input from all perspectives.

This openness sparks innovation and agility, which adds to the entrepreneurial spirit and provides many more career opportunities for our staff. We are a group of high performing, dedicated and caring professionals who believe that working together is the foundation for superior client service excellence. As a BBH professional, your career path is yours to define. We take pride in our ability to retain our best employees. We help them manage their careers by moving top performers to new areas of BBH where their talents will make the greatest contribution. As soon as you walk through the doors at BBH, we provide you with the tools to help you succeed and grow your career.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, genetic information, creed, marital status, sexual orientation, gender identity, disability status, protected veteran status, or any other protected status under federal, state or local law.

Full time

Boston