Production Support Analyst
UBS AG
Total years of experience :14 years, 5 Months
- Production support and management of Global Financial Services applications across the Investment Bank in the Prime Brokerage area
- Establishing, maintaining and optimising Application Monitoring tools to maintain the highest levels of availability
- Providing problem management
- Ensuring monitoring alerts and system events are assessed, prioritised, and managed
- Maintaining effective relationships with core and extended program team members, peers, senior stakeholders and business managers
- Managing client impacting incidents including business impact assessment, technical resolution, engagement, and communications
- Ensuring potential client impacting incidents are identified and remediated prior to client/business impact or remediated within the defined SLAs depending on severity level
- Developing and maintaining process and procedure documentation (knowledge management)
Working on Strategic Data Centre Transformation Program covering EMEA and Americas Data Centre exits.
Main Responsibilities included;
• Delivery of IS-lead Data Centre Exit project across O&CS IT to exit the non-strategic EOL EMEA and Americas Data Centres and move to 'NextGen' strategic data centres.
• Coordinating, tracking and managing migration of impacted applications infrastructure with central tracking plans
• Initiating, Managing and Coordination of Infrastructure requests through the whole life cycle (CapEx, DRB, Procurement, Install, Upgrade & Decommission)
• Managing and leading discussions and follow-ups with SMEs and Infrastructure delivery teams, covering technical designs, risks, strategies and timelines for each in-scope component
• Ensure and improve communication, transparency, quality and execution of all IT Infrastructure Services that O&CS IT consumes from shared service providers and IT Infrastructure Services
• Liaising with business stake holders and senior management with updates on deliverables and issues
• Working with Business Service Delivery Managers supporting O&CS IT to deliver infrastructure to business change projects and technical risk remediation
- Delivery of IS-lead Data Centre Exit project across O&CS IT to exit the non-strategic EOL EMEA and Americas Data Centres and move to 'NextGen' strategic data centres.
- Coordinating, tracking and managing migration of impacted applications infrastructure with central tracking plans
- Managing and leading discussions and follow-ups with SMEs and Infrastructure delivery teams, covering technical designs, risks, strategies and timelines for each in-scope component
- Ensure and improve communication, transparency, quality and execution of all IT Infrastructure Services that O&CS IT consumes from shared service providers and IT Infrastructure Services
- Liaising with business stake holders and senior management with updates on deliverables and issues
- Working with Business Service Delivery Managers supporting O&CS IT to deliver infrastructure to business change projects and technical risk remediation
- Coordinate, track and Manage global EOL Remediation projects involving Tech Refresh, OS Upgrades, DB Migrations & EOL decommissions for the Wintel Infrastructure in scope globally (Antivirus Scanners, Domain Controllers, File and Print and WINS servers
- Follow-ups with SMEs and Infrastructure delivery teams, covering technical designs and project deadlines
- Liaising with business stake holders and senior management with updates on deliverables and issues
- Reviewing technical solution designs and blue prints for large and complex infrastructure deployment projects and coordinating with subject matter experts on feasibility of designs and approval/re-work
- Managing and coordinating global security patch management activities to minimise the risk profile associated with vulnerabilities throughout the infrastructure stack, including Operating Systems, Databases and Middleware by applying latest security patches, updates and hotfixes applicable to specific operating systems
- Managing projects and deliverables globally by establishing and coordinating with a global resource network (Wintel, Unix, Virtualisation, Database, Storage and Networks)
- UAT Testing of ITIL Tools (Service Now) and end-to-end use cases for product excellence and automating enterprise IT operations as well as to provide a single CMDB for enterprise IT
- Identify and document key issues and gaps in workflows - write up processes and procedures
- Problem and Incident Management - ensure that incidents are tracked, resolved and closed as defined by business approved SLAs. Refined escalation procedures for emergency production servers
- Initiating, Managing and Coordination of Clients' IT Infrastructure requests and projects through the whole life cycle (Install, Upgrade & Decommission)
- Management and Planning of the global Equities Infrastructure estate, over the whole life-cycle including Forecasting (Capex, Capacity, Resourcing), delivery of new requirements, redeployment, consolidation & decommissioning
- Providing expert advice, management and delivery of client engagements and identifying solutions to clients' IT infrastructure and technical issues
- Driving better value out of clients' IT infrastructure and technology services through cost reduction diagnostics
- Reduction of global DC foot print by initiating virtualisation alternatives & DC defrag projects
- Maintain documentation and update team SharePoint as part of engagement process with internal and external clients
- 3rd Line Technical Support and troubleshooting for over 2000 business customers
- Updating help desk incident and problem tickets utilising ITIL based tools
- Installing, supporting and maintaining new software infrastructure and vital IT systems
- Utilising System Centre Configuration Manager (SCCM) to package applications and assess, deploy and update servers, client computers, and devices - across physical, virtual, and distributed environments
- Utilising Microsoft Enterprise Desktop Virtualisation (MED-V) to deliver legacy applications in a Virtual PC running previous versions of the OS seamless to the end user on Windows 7 OS.
- Maintaining AD Infrastructure (Account Permissions, Folder Access)
- Install, Configure, Monitor, Maintain and Troubleshoot internal Computer systems and Networks
- Providing specialist on-site support for remote, phone and email technology
- Managing Infrastructure related projects ranging from; Business as Usual (BAU) operational activities to Server Migrations, Consolidations, Infrastructure Refreshes and Technical Projects
- 3rd line support - maintaining PROD, DR and DEV VMware and Active Directory Infrastructure
- IT support for FDM employees in global site offices
- Maintaining backup infrastructure (Backups on tapes, external disks and network devices)
- Technical support for business clients off - site and on - site (procedural and documentation)
- Updating help desk incident and problem tickets utilising ITIL based tools and remote administration