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Senior End User Support Analyst -1608525

Company: Fidelity Investments
Location: Durham, NC
Posted on: September 2, 2016

Job Description:

Duties: Provide technical support for enterprise-wide mission critical,

investment trading applications and hardware within a Windows, UNIX, and

storage environment. Responsible for supporting initiatives to improve the

overall effectiveness and efficiency of the organization. Monitor critical

systems, escalate issues, track incidents, and manage crisis issues.

Primary Responsibilities:

• Provide technical guidance, assistance, and coordination for system

issues.

• Resolve and ensure timely notification and escalation to

appropriate assignment groups of the reported incidents.

• Coordinate activities required to support new products or

significant upgrades of existing products.

• Establish project plans and deliverables for initiatives.

• Coordinate new user access and systems setup with various support

groups.

• Provide feedback to manager and other members on suggested process

changes or improvements.

• Document and track status of client inquiries, coordinate

appropriate responses, and follow-up to ensure client satisfaction.

• Monitor client requests or problem reports to identify systemic

patterns.

• Work across groups and within the team to maximize output.

• Provide technical leadership to junior team members on multiple,

moderately complex projects.

• Suggest new solutions to reduce user problems and/or repeat

problems.

• Develop and present project updates.

• Take ownership and accountability for complex problems escalated by

team members.

• Evaluate effectiveness of new utilities and tools and provide clear

and concise assessments.

• Perform recovery testing to confirm availability of systems where

outages have occurred.

• Assist with internal planning for scripted disaster recovery

exercises.

Requirements: Bachelor’s degree (or foreign education equivalent) in

Computer Science, Engineering, Information Technology, Information Systems,

Mathematics, Physics, or a closely related field and three (3) years of

experience in the job offered or three (3) years of experience providing

first level technical support for enterprise-wide, mission critical

investment trading applications and hardware within a Windows, UNIX, and

storage environment; or, no degree and five (5) years of experience in the

job offered or five (5) years of experience providing first level technical

support for enterprise-wide, mission critical investment trading

applications and hardware within a Windows, UNIX, and storage environment.

Candidate must also possess: Demonstrated Expertise (“DE”) liaising with

server vendors to repair failed hardware components; validating AS400 and

Windows server hardware incident remediation; running AS400 system backups

copied to LT-04 media; resolving batch related system incidents; and

monitoring data replication transactions via MIMIX to ensure redundancy

within an IBM AS400 system; DE supporting production and non-production

batch jobs and back-up/recovery jobs, including resolving incidents and

supporting planned system changes, using Symantec NetBack Up, Control M,

and AutoSys batch scheduling applications; DE using the LiveOps application

to field end-user calls and provide service desk support; SCCM to install

batches; iLO for VDI troubleshooting; VSphere for virtual machine

connectivity; JMagic to monitor server and application alerts; the Second

Nature application to resolve voicemail incidents; and the Sidebar video

wall application and Barco video wall technology products to configure and

interact with Command Center video wall technologies; DE implementing

Crisis Bridge and Incident Remediation paging protocols using xMatters

messaging to resolve investment trading system failures and support high

impact application or infrastructure system changes.

To apply, visit http://jobs.fidelity.com and search for Job Number 1608525.

Keywords: Fidelity Investments, Durham , Senior End User Support Analyst -1608525, Finance , Durham, NC, North Carolina


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