Associate - SW Support Job in Pune at Northern Trust

Northern Trust is hiring for the role of Associate - SW Support!

Responsibilities of the Candidate:

• Facilitate High/Critical incident SWAT calls and send business impact notifications when needed.
• Support the incident management (IM) process by sending system outage notifications as defined by the IM process, and following up with the production support teams for missing information when required.
• Review all high-impact incidents in Service Now for completeness, accuracy, and consistency. Ensure all major incidents have mandatory operational metrics documented, including description, business impact, resolution, action items, restoration times, whether caused by change, etc.
• Participate in INC-related knowledge meetings with support staff to educate on/reinforce INC creation/update, metric capturing, and communication processes.
• Define universe, track, analyze, and report monthly on the number of Critical and High INCs, average impact times per TLA (application), and collective summary.
• Manage and track open problem tickets (PRBs). Coordinate targeted completion dates with support managers. Drive closure of PRBs as needed, ensuring they meet ITSM standards and policies.
• Coordinate annual disaster recovery (DR) plan reviews, updates, and required DR plan testing, and ensure timely execution/completion.
• Demonstrate a strong awareness of client and partner needs by meeting prescribed service levels and providing informative, timely communications.
• Provide feedback to management to enable appropriate escalations promptly.
• Ensure consistent communications with the business during incidents.
• Adhere to predefined business and application SLAs.
• Work with consultants, offshore vendors, and others while owning and leading availability issues.
• Monitor production support guidelines, policies, and procedures for compliance.
• Develop or document new support procedures as needed.
• Identify, document, and approve system incident or outage escalation procedures designed to meet SLAs.
• To cyclical Availability metrics, Change, and Problem management reporting.
• Complete other assignments as requested.

Requirements:

• Excellent communication (verbal and written) and active listening skills.
• Strong organizational and analytical skills.
• Interpersonal skills, including the ability to influence and build support at all levels in the organization.
• Problem-solving and root cause identification skills.
• Entrepreneurial mindset and creative problem-solving ability.
• Ability to work independently yet collaboratively in a team environment.
• Adapts well to change.
• Proficiency with Microsoft Office applications/tools (Word, Excel, PowerPoint, SharePoint, Visio).
• Qualification/Experience:
• College or University degree and/or relevant proven work experience.
• Financial Services Industry experience and knowledge/application of ITIL methodology is a plus.