Technical Operations Analyst - L2 with Financial Experience

About the role

This role is responsible for handling incidents and problem tickets escalated to ITG-OS-AOSOR, including investigation, resolution identification, impact and root cause analysis, and escalation to different support teams. The role also manages proactive handling of obsolescence and vulnerabilities, implements enhancements and permanent fixes, plans application and infrastructure patches, schedules preventive maintenance, manages production releases and coordinates capacity management for seamless technical operations.

Key responsibilities

• Provide 2nd level support to incidents and problems escalated by Level 1 support
• Perform code level investigation and troubleshooting of incidents and problems and implement code changes in a highly technical environment
• Drive to get the root cause of issues as part of attending incident tickets
• Gather data, tests, and replicate incidents and problems
• Identify and implement workarounds or emergency fixes until underlying issues are resolved
• Use monitoring and diagnostic tools to investigate and resolve problems quickly and accurately
• Conduct database interrogation using Database Server and queries to analyze the impact of defects
• Investigate, diagnose and report software defects to Build Team or Software vendor for permanent resolution
• Coordinate maintenance activities including patch and preventive maintenance
• Design, develop, and implement enhancements and permanent fixes to address identified problems

About you

• Degree in Computer Science, Information Technology, or other relevant fields
• At least 4 years relevant working experience covering business casing, business analysis and requirements definition, software development and testing
• Experience with financial institutions is highly preferable
• Excellent analytical, technical, and problem-solving skills
• Excellent written and verbal communication skills
• Excellent planning and organizational skills
• Excellent understanding of solution delivery methodologies, application development, infrastructure, and network architecture
• Experience in programming and working with different applications, operating systems, and databases
• Strong experience in technical support and troubleshooting
• Experience in relational database and familiarity with network protocols (TCP/IP, HTTP, SSL, etc.)