At Brown Brothers Harriman, we believe no job is too big or small for any of us to handle if it helps our clients. We value passionate, committed people who enjoy collaborating with others to find new solutions to complex business challenges. We are looking for the type of person who speaks their mind, truly listens and steps outside their role to add value wherever they can. Someone who is driven to get things done and views obstacles as an exciting challenge that demands a creative solution. Above all, we seek someone who takes great pride in their work and is inspired and motivated by their role in protecting and enhancing our client’s financial well-being.

If you are looking for an entrepreneurial environment where you can learn and thrive, Brown Brothers Harriman is the right place for you.

Join us as an Application Support Specialist!

Provide application support with specific focus on the technical features of the applications in the Data Warehousing and Reporting field. Function as one of the key contacts for the organization on all production issues during the individuals shift. Act as an owner of incidents and service requests and ensure that the resolution is provided within defined service level targets (time, quality). Assist with root cause analysis on incidents that impact the reliability, accuracy, and efficiency of assigned applications. Respond to alerts related to applications’ availability and performance. 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. In addition, candidate will be responsible for updating existing documentation and produce regular formal reporting on system performance and health.

Requirements:

• BA/BS Degree in Computer Science and/or related work experience

• 3+ years of proven experience in systems analysis, development, T1/T2 application or infrastructure support.

• Excellent Communication Skills

• Strong analytical and logical thinking skills

• Strong SQL skills and database design knowledge

• Linux experience

• Overall technical proficiency (e.g. IT infrastructure components, basic programming skills).

• Fluent English

Other requirements

• Experience with Splunk and Service-now is a plus

• ITIL Foundation Certification is a plus

• Experience working with a Global team

• Attention to detail

• Readiness to learn and develop new skills

What We Offer:

• Private medical care for you and your family

• Life Insurance

• Hybrid Working Opportunities

• 2 additional days added to your holiday calendar for Culture Celebration and Community Service

• Various additional benefits including professional training and qualification support

• Subsidised cafeteria

• Contracts for an indefinite period of time with no probation period

Key responsibilities include: 

Event Management

• Acknowledge alerts from the monitoring solution, analyze and categorize.

• Proactively research and escalate any abnormalities to mitigate system issues and/or downtime.

• Report incidents in response to received alerts.

• Apply recovery procedures for known errors.

• Assist in the development and facilitate continuous monitoring of core system functions

Incident Management

• Log incidents reported by users or monitoring system.

• Work with users and systems to collect all relevant information that is necessary to resolve incident efficiently.

• Assess impact on business processes and prioritize incidents

• Manage incident diagnosis and resolution, coordinate recovery.

• Ensure the diagnosis and recovery activities are executed within defined time frames.

• Trigger functional and hierarchical escalations.

• Communicate resolution progress to relevant stakeholders.

• Facilitate communication between production support and technical teams.

Problem Management

• Ensure problems are appropriately logged in the central repository.

• Assist with Root Cause Analysis (RCA) efforts (prioritize problems, identify and validate RCA) and if needed document and identify workarounds.

Major Incident Management

• Based on the immediate need participate, lead and/or coordinate troubleshooting efforts to resolve application outage in a timely manner

• Based on the immediate need manage internal communication around Major Incidents.

Request Fulfillment

• Assist business users with various inquiries related to the working of systems.

• Perform routine recurring tasks on systems’ configuration and data processing.

Knowledge Management

• Produce and maintain work instructions, standard operating procedures, and similar documentation.

• Identify knowledge and documentation gaps.