tajinder gakhal

* Application Support Analyst/Operations Lead * Leading a team of 10-12 application support analysts to support critical banking applications: * Investment Banking, Global Asset Management and Wealth Management. * Support critical banking applications running in Unix or Windows environment, as well as web-based. * Resolve critical issues with potentially high business impact in timely manner. * Manage the ticketing system (Service Now) and provide investigations and diagnosis to end-users. * Guide the communication between technical teams and escalate the critical accordingly. * Document incidents and create specific reports. * Unix, Windows, Oracle, Sybase, MSSQL, Autosys, Infomaticia

* Duties split between technical support (2nd/3rd line) and product owner for a number of business application. * Providing a range of 2nd line application support as part of an existing Managed Services team. * 24/7 support team. On call 1 week per month. * Support role involves management of incidents, changes and requests against SLA targets, documentation of processes and guidelines. * involved in renewals, upgrades and alternatives as business requirements change. * Extensive in-depth application support experience * Working within an ITIL process-oriented structure. * Application supported: * 118 247 backend * Finance applications – Experain Eiger Pay, Cybersource, BACS, IBM Cognos and TM1 * Bespoke applications - Trillium, SAP Outputs, Various Unix Scripts * Bespoke applications using a broad range of technologies implemented on Windows or unix, using MSSQL and Oracle databases * Blackberry BES and handheld support * Lotus Notes (Including traveler)