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