Disaster Recovery Production Support Analyst
Royal Bank of Scotland Group - Salt Lake City, UT

This job posting is no longer available on Royal Bank of Scotland Group.

The Application support professional required to have the complete understanding of the system, giving Support to the application during office and Out of Offce hours as required. He/she needs to be the Production Subject Matter Expert facing the business operations to ensure the system is available all the time and coordinate with them in ensuring that the issues are resolved quickly.

Responsibilities

• Investigate and resolve problems including liaising with other systems if needed

• Carry out regular operational checks for all key systems to ensure that scheduled processes complete successfully and in a timely manner. Perform recovery actions as necessary.

• Manage system incidents providing timely escalation/recovery actions and management communication.

• Implement changes with necessary assistance from developers and other IT teams as on required.

• Document all incidents and produce/contribute to the production of regular management reporting.

• Provide out of hours support as well as take part in Disaster Recovery tests weekends

• Document all solutions and share information across the Support team.

• Ensure all service level agreements are met for user requests

• Ensure checks are undertaken on systems to confirm business availability

• Resolve issues raised as alerts and follow the correct resolution procedures, escalating as required

• Investigate any outages/issues with the production system to identify the underlying issue

• Provide a proactive approach to supporting the production environment

• Involvement in automation activities of regular tasks aiming at process improvements

• Build and maintain the run books for key activities such as DR, FTS

• Troubleshooting technical problems.

• Actively assist line manager/analyst/tech lead with process / case improvements

• Co-ordination and Interaction with business users and relevant technology forums as and when required.

• Ensure deadlines are met for assigned tasks.

• Regular progress updates to the line manager - as per frequency agreed.

Key Deliverabls

• Providing hands on support to business.

• Raising IR on time

• Business communication

• Investigations of problem and getting to the root cause of it.

Experience

• 5+ years of relevant experience in support.

• Excellent communication skills and ability to interact effectively at all levels across technology teams.

• Can work well both individually or in a team by taking a collaborative approach to problem solving and delivery

• Ability to drive change and influence at all levels.

• Organized, methodical and thorough with a detailed and structured approach to problem solving.

• Self starter/highly motivated person who is prepared to use their own initiative in understanding and following up issues

• Flexible with the ability to multitask.

• Takes ownership of problems through to resolution

• Keen to learn business processes and technical skills.

• Ability to work out of hours and weekends

Technical Competence

• SQL, Unix, Sybase , Oracle, Java,

• Good database scripting and performance tuning knowledge

• Creation of stored procedures for generation of reports and support tasks

• Intermediate Knowledge of Unix

• Knowledge of support tools like Autosys\Geneos\Rapid SQL
Job Description

The Application support professional required to have the complete understanding of the system, giving Support to the application during office and Out of Offce hours as required. He/she needs to be the Production Subject Matter Expert facing the business operations to ensure the system is available all the time and coordinate with them in ensuring that the issues are resolved quickly.

Responsibilities

• Investigate and resolve problems including liaising with other systems if needed

• Carry out regular operational checks for all key systems to ensure that scheduled processes complete successfully and in a timely manner. Perform recovery actions as necessary.

• Manage system incidents providing timely escalation/recovery actions and management communication.

• Implement changes with necessary assistance from developers and other IT teams as on required.

• Document all incidents and produce/contribute to the production of regular management reporting.

• Provide out of hours support as well as take part in Disaster Recovery tests weekends

• Document all solutions and share information across the Support team.

• Ensure all service level agreements are met for user requests

• Ensure checks are undertaken on systems to confirm business availability

• Resolve issues raised as alerts and follow the correct resolution procedures, escalating as required

• Investigate any outages/issues with the production system to identify the underlying issue

• Provide a proactive approach to supporting the production environment

• Involvement in automation activities of regular tasks aiming at process improvements

• Build and maintain the run books for key activities such as DR, FTS

• Troubleshooting technical problems.

• Actively assist line manager/analyst/tech lead with process / case improvements

• Co-ordination and Interaction with business users and relevant technology forums as and when required.

• Ensure deadlines are met for assigned tasks.

• Regular progress updates to the line manager - as per frequency agreed.

Key Deliverabls

• Providing hands on support to business.

• Raising IR on time

• Business communication

• Investigations of problem and getting to the root cause of it.

Experience

• 5+ years of relevant experience in support.

• Excellent communication skills and ability to interact effectively at all levels across technology teams.

• Can work well both individually or in a team by taking a collaborative approach to problem solving and delivery

• Ability to drive change and influence at all levels.

• Organized, methodical and thorough with a detailed and structured approach to problem solving.

• Self starter/highly motivated person who is prepared to use their own initiative in understanding and following up issues

• Flexible with the ability to multitask.

• Takes ownership of problems through to resolution

• Keen to learn business processes and technical skills.

• Ability to work out of hours and weekends

Technical Competence

• SQL, Unix, Sybase , Oracle, Java,

• Good database scripting and performance tuning knowledge

• Creation of stored procedures for generation of reports and support tasks

• Intermediate Knowledge of Unix

• Knowledge of support tools like Autosys\Geneos\Rapid SQL

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