- First point of contact to resolve all problems and answer functional questions
- Log and track all user related issues and work requests
- Detailed knowledge of all business flows, the application architecture and the hardware configuration for supported applications
- Provide ad-hoc reporting and investigative support to business managers or compliance staff when existing systems are unable to provide the necessary data for these teams
- Provide application software and hardware support
o Troubleshoot and research possible product bugs or failures
o Trace transactions through the system and conduct research beyond the basic scripts and monitoring / research tools provided
o Monitor applications and their associated hardware throughout the day using existing monitoring tools, identify intraday capacity issues
o Write basic to intermediate scripts to support their function
o Drive the development of tools needed to provide effective support
o Define new operating system, infrastructure, application and business oriented monitoring alerts and coordinate their integration into existing monitoring tools
o Escalate all unresolved issues to senior management
- Own the production environment and act as gate keeper for all changes:
- Approve all new releases and production configuration changes
- Ensure development includes all necessary documentation for each CR: release notes, test plan + scorecard, backout procedures etc.
- Implement all releases into production, conduct post-release testing
- Execute pre-determined back-out procedures (if required)
- Conduct reviews of all open production items with the dev team
- Conduct post-mortems
- Define and document procedures