Technical Support Analyst recruitment

Job ID: 18994

Position Description:
SunGard??s asset management solutions help institutional investors, hedge funds, private equity firms, fund administrators and securities transfer agents improve both investment decision-making and operational efficiency, while managing risk and increasing transparency. SunGard's solutions support every stage of the investment process, from research and portfolio management, to valuation, risk management, compliance, investment accounting, transfer agency and client reporting.
*In line with the Black Economic Empowerment programme, we will only be considering applications from South African citizens*

POSITION OVERVIEW

The Technical Support Analyst for SunGard InvestOne's global clients will be responsible for hands-on technical troubleshooting and support across a variety of platforms for a broad customer client base. This position is part of a global team with local responsibilities from 8am to 8pm.

The Analyst will be responsible for Tier 1 level support, which includes break/fix management and communications to internal stake holders regarding status and problem tracking.

He/She will also be responsible for performance, availability and customer satisfaction for all levels of a series of n-tier distributed web based applications.

PRIMARY RESPONSIBILITIES

?¢ Monitor error alerts from various systems
?¢ Document incidents as warranted
?¢ Answer client questions relating to technical aspects of the application
?¢ Adhere to change control policies
?¢ Responsible for first level technical system support for multiple customers along with implementation of network connectivity for new and existing customers
?¢ Position is 80% technical and 20% project/customer management
?¢ Participation on an on-call rotation is required
?¢ Occasional weekend work is required

Position Requirements:
?¢ Bachelor??s degree, preferably in an IT-related discipline, or the equivalent of education and experience
?¢ Minimum of five years of related, technical experience, preferably in the financial systems industry
?¢ Experience with troubleshooting, diagnosis and resolution of complex technical issues as well as escalation for complex web based applications
?¢ Knowledge of Windows and Linux administration
?¢ Knowledge of Weblogic
?¢ Experience with Transact SQL, preferably Sybase
?¢ Excellent communications skills and ability to translate technical concepts
?¢ Excellent interpersonal, analytical, business and technical judgment, negotiation, problem solving, verbal and written communication skills
?¢ Critical thinking skills and a mature approach to troubleshooting is critical
?¢ Knowledge of investment accounting principles is a big plus
?¢ Previous experience as Java developer is desired
?¢ ITIL certification is desired but not required.

*In line with the Black Economic Empowerment programme, we will only be considering applications from South African citizens*