As a technology service associate on our application support technology team, you will provide a range of services essential for the smooth operation of a client-centric IT service model. You will have demonstrated the ability to provide outstanding customer service and support, as well as the ability to work independently or as part of a team. You will be one of the first entry points into the Bank’s application support organization providing clear guidance and advice with patience and empathy to our investment bank business partners. Our Bank is investing heavily in technology, which means we are investing in you. Join us here, and you will constantly be looking ahead.

Your Key Responsibilities:

• Provide hands-on technical production support and insightful advice to customers
• Quickly diagnose and resolve IT issues for customers
• Acknowledge and address all customer queries, requirements, and needs with patience and empathy
• Strong understanding and implementation of continual process improvement and automation
• Provide guidance and training to customers on current technology and IT policies; provide feedback on potential issues or concerns to mitigate future risks
• Educate customers on new technology and processes to enhance technology adoption

Your Skills and Experience:

• Previous relevant experience in production support or technical support role with strong customer centric focus in time sensitive and demanding environment
• Have a reasonable understanding of programming languages such as Java, JavaScript, VBA, Perl, Bash/KornShell (ksh) as well as SQL (e.g. Oracle/Sybase/MSSQL) and experience with Unix, Linux, and Wintel OSs, monitoring tools, system to system connectivity (e.g. MQ, SFTP, JMS)
• Ability to maintain composed and customer focus in high-pressure situations and use discretion to determine most urgent matters that need their attention, depending on their knowledge of the business impact of the issue/request
• Ability to use your expertise and analysis techniques and procedures to understand software and hardware issues and how best to address it
• Cloud platform experience desirable but not required

Required skills:

• Application Support (2-3 years)
• Unix
• SQL
• Experience in Production Environment
• Thread Lifecycle knowledge is a plus