Apps Support Intmd Analyst

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Apps Support Intmd Analyst-19031383

Apps Support Intmd Analyst

We are seeking an experienced Production Support Analyst with high technical skills for the LATAM ICG Production Support organization to:



  • Provide Production support for a set of LATAM ICG applications during required business hours
  • Provide 7x24 on call support for supported applications (Available for on call Support out of business hours two or three weeks a month, depending of the number of weeks of the ongoing month)
  • Provide the necessary Technology support to LATAM ICG business users
  • Oversee process for technical issue escalation; prioritizes technical issue resolution.
  • Demonstrate a comprehensive understanding of how areas of apps support collectively integrate to contribute to achieving business goals.
  • Provide evaluative judgment based on analysis of factual information in complicated and unique situations.



Essential functions of this position:

  • Responsible to ensure applications under scope are available for LATAM users during business hours

·         Provide Production user and deal flow support for supported Applications

·         Analyze possible deal errors and financial anomalies in application reports when required by application’s users.

  • Manage production support situations for the assigned set of applications
  • Take ownership of each incident, caused by supported set of applications or being impacted by others until resolved
  • Liaise with functional groups toward LATAM ICG applications improvements in sync with business  needs
  • Work with Development Team to define and ensure new enhancements’ production and support readiness
  • Contributes to implement solutions such as monitoring tool. Oversee and drive production support issues and resolutions to closure
  • Applies in-depth understanding of concepts/procedures within the applications support environment and integrates knowledge of other technical areas to resolve issues that have impact in the business.
  • Communicate to seniors a potential or ongoing major incident
  • Works with local, Regional and Global teams toward LATAM ICG applications Support and Stability
  • Keeps users community satisfaction and quality service
  • Ensure the quality of information documented in a Major Incident Record
  • Provides on job training/technical support to new team members

  • At least 2 years’ experience in a Support role (or similar) managing end user products and services
  • Bachelor's degree in computer science
  • Understanding of how own sub-function integrates within the function and commercial awareness
  • Evaluates (sometimes complex) situations using multiple sources of information
  • Developed communication and diplomacy skills to persuade and influence
  • Strong in System Analysis
  • Strong analytical and problem-solving skills
  • Knowledge on Mainframe / VSAM / Cobol / NDM – Connect Direct / MQ /
  • Knowledge on monitoring like ITRS is considered as a super plus
  • Good customer service, communication and interpersonal skills
  • Good knowledge of the business and its technology strategy
  • Bilingual Spanish/English (Strong verbal and written with enough level to be independent in communications)
  • Knowledge on Accounts Services, Collections and Electronic Messaging is would be extremely appreciated.


    14 August 2019
    Location: Chile Roma Santiago
    Work type:
    Full time
    Banking and Financial Services
    PLEASE! No enquiries from Recruitment Agencies or Headhunters.

    Only direct applications will be considered.

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