Kapiti/Equation Support Analyst

About the role

Provide technical support for the production applications assigned (e.g. Kapiti/GMM/OFAC etc) and ensure application availability, reliability, integrity and stability Core responsibilities: Provide technical support for the production applications assigned (e.g. Kapiti/GMM/OFAC etc) and ensure application availability, reliability, integrity and stability. Take ownership of production issues and resolve them in a timely manner, ensuring appropriate methodology and procedure are adhered to. Liaise with the business users, technology groups and vendors to ensure production issues are resolved. Develop and maintain technical support documentation and production operations manual, including DR Ensures change management methodology and procedures, compliance standards are adhered to when changes are introduced in production environment. These include software packaging process, testing process, sign off requirement and IVP (Installation Verification Process). On-call after hours support on a rostered basis as required and where possible looking at remediating repeatable issues to reduce the overall cost to technology. Assist in capacity planning and management. Assist local and global project teams with development and deployment of new software releases. Ensure that appropriate DR/BCP facilities and procedures are defined, communicated, implemented and regularly validated. Identify and schedule regular maintenance required for optimum system operation; Proactively manage issues list (ServiceNOW) to ensure that system requests/incidents are handled appropriately. and process improvements/automation. Identify and define opportunities that will improve the supportability, reliability and/or cost of current systems. Projects - additional responsibilities Ensure transition of project to support is managed efficiently and effectively with proper handover, documentation and training. Additional responsibilities: Promote the development and reuse of knowledge within and across the application set. Vendor management, including raising and escalation of issues, negotiations of enhancements, receipt and verification of new releases. Work with Service Desk to ensure service reporting and monitoring, including keeping key matrix on outages, resolution times, recurring problems etc. Conduct regular meetings to review service delivery and application support issues with customers Provide professional and ethical behaviour in your actions by ensuring compliance with external legislation, bank standards and internal operating policies and procedures relevant to the position Ensure all personal training records are maintained and kept up to date Excellent communication and interpersonal skills, both oral and written, including the ability to communicate with non-technical customers at all levels of the organisation and to understand their business priorities. Responsible for continuing own professional development Work flexibly and supportively with colleagues both within own Technology Group and outside to ensure that the function overall operates in a smooth manner