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Support Analyst

Decisions is looking for a Support Analyst for a Financial Services Company to be based in New York, NY.  The person will manage the day-to-day support of Platforms while working closely with the global stakeholders and regional teams. S/he will report into the Production Services Head in New York. The analyst will have the following project deliverables: Provide Hands-on resolution to support tickets Ensure stability of the systems Enforce adherence to Support best practices, and metric reporting Collaborate with the regional teams to evolve firm-wide best practices and effective support in the Follow-the-sun model The responsibilities of the Support Analyst will include: Support ticketing - problem understanding and resolution with minimal escalations to regional teams or L2/L3 teams. Planning and execution of non-ticket tasks (such as automation or tool implementations) as per the agreed commitments Proactive notification of system availability and issues to the users. Raising Incidents and following it up to closure. Collect and publish support metrics *The knowledge and skills listed below are a MUST HAVE. Please submit your resume only if you possess the skills required. Be sure to properly articulate the functionality of your background as it pertains to this role. Experience in Unix, Databases, Shell/Perl scripting Experience in support Excellent analytical and communication skills including ability to provide clear and concise status to senior management. Hands-on experience of Support Hands-on experience of using tools such as Remedy (Desirable) Professional Attributes Good Verbal and Written communication skills Initiative Sense of Urgency Problem Solving and Decision Making Production Services Mind-Set Ready to work under pressure  

Alamogordo, New Mexico