Sr Analyst- L1 Support Engineer (Salesforce+ Microsoft)
Northern Trust · Pune, India · 4d ago
About Northern Trust
As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.
Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.
With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.
WM L1 Production Support is looking for a Support Associate who can work under general supervision (but works independently), responsible for day-to-day production support for Financial Applications L1 Production Support is responsible for 24x7 production support across globe (APAC, EMEA and North America) under Northern Trust Company.
ROLE:
L1 Application Support has responsibility for the technical and functional support of our across multiple technologies. This role will support our business and operations partners and clients and will liaise with upstream and downstream application teams.
The ideal candidates will be self-starters with excellent communication skills and a solid understanding of technology in a financial institution, including trade applications. Some night/weekends may be required from time to time. Candidate should be available Monday – Friday with individual schedules based on coverage rotation/duties.
Key Responsibilities
Production Support & Monitoring
Provide L1 operational support for Wealth Management platforms and applications.
Perform initial triage, troubleshooting, and resolution of production incidents and service requests.
Smoke test (SOD/EOD/SOW/EOW/Weekend/ DR / Release)
Active Monitoring INC queues and take necessary action as per SOP
Active App monitoring – Tools (APV/Catchpoint/Dynatrace) and take necessary action as per SOP
Escalate complex issues to L2/L3 teams while ensuring proper communication and tracking.
Monitor and manage job scheduling platforms such as Control-M or similar schedulers.
Provide L1/L2 support for Salesforce and Microsoft platforms
Manage user access, permissions and role assignments
Troubleshoot workflow, integration and application issues
Support platform releases and configuration deployments
Resolve production incidents and service requests
Perform RCA and coordinate with vendor/support teams
Candidate should be able to troubleshoot (review, analyze and resolve) production issue including job failure, and able to apply code fix on need basis. such as
Incident detection, root-cause investigation, problem management
Application availability monitoring
Capacity planning
Handling application malfunctions (e.g. input issues, EOD issue, data backup issue, MQ issue, reporting and blotter issues etc.)
Firecall support including off-hours and weekend support
Handle static data updates using SQL or other methods necessary
Metrics and audit reporting
Maintain DR documentation and participate in annual exercise
Build effectively working relations with a wide variety of groups including clients, development, business, audit, compliance
Monitor and attend to all alerts and escalate production issues as needed to relevant teams and management.
Coordinate with various teams including offshore support staff and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
Actively contribute to the supportability of the applications as well as continuous service improvement projects.
Develop understanding of NT’s systems and products utilizing reference materials and support procedures.
Present IT in a professional manner exhibits customer service values in line with NT’s A Approach.
Adherence to corporate standards always.
SKILLS / EXPERIENCE:
1+ years of experience in a technical business facing (face to face) role within a financial institution or similar preferred.
ITIL Certified
Cloud Certified:
Knowledge of ITSM is needed.
Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast-paced environment. The ideal candidate can explain technical issues in layman’s terms and translate business needs to technology teams and back.
Salesforce Administration
SOQL
Salesforce Flows and Lightning
Power Apps and Power Automate
SharePoint Online and Microsoft Teams
ServiceNow and ITIL Processes
Incident and Change Management
User Access and Permission Management
Works closely with other technology teams such as Development, Infrastructure and vended software support teams.
Experience Required
A College or University degree and/or relevant 1-3 years proven work experience. Related Industry qualification is preferred. (BCA/B.Sc. Comp Science)
Major Activities:
Smoke test
Active Batch monitoring 24X7
Monitoring INC queues
Monitoring tools alert
On call Support
Nightly batch communications
Prepare SLA Dashboards
Data backup/management activity
user data modification
Weekend availability
Report generation and stakeholder comm
Working with Us
As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.
Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.
Reasonable Accommodation
Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.
About Our Pune Office
The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.
Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.