Global Application Support Analyst

UBS is a leading global financial services firm. Our Investment Bank is one of the world's top global investment banking and securities firms, providing a full spectrum of products to institutional and corporate clients, intermediaries, government and hedge funds worldwide. By combining your talent and our strengths, we can acheive great results.

ESS (Enterprise Shared Services) IT, one of the seven global streams within UBS Investment Bank's IT group, develops and supports technology for areas of the firm related to logistics, business control and overall operations. With a full slate of major, global projects, and business stakeholders in several mission-critical functions including Cash Management, Data, Finance, Risk Management, Legal, and HR, ESS IT provides a dynamic, uniquely rewarding work environment and excellent opportunities for candidates to gain broad insight into the operations of an investment bank.

ESS IT has experienced significant growth over the past two years, expanding to over 1,200 staff members and a budget of approximately $200M annually. Although ESS IT staff are primarily located in Stamford/New York, London, Zurich, and Singapore, ESS IT is responsible for delivering change programs with a truly global reach and which often span multiple UBS businesses including UBS Wealth Management & UBS Global Asset Management.

ESS IT is leading a number of important cross-functional programs and change management efforts that have significant impact on the IT landscape within UBS and the investment banking industry at large. These include, but are not limited to, strategic redesign of our Global Payments infrastructure, Client Management initiatives, and our enhancement of our Credit and Market Risk portfolios. We continue to pursue an aggressive change portfolio offering challenge and opportunity to our employees and are actively seeking new talent to support our growth strategy.

ESS IT Production Services is responsible for the maintenance and support of all ESS applications globally, and is the primary interface to the various internal infrastructure and service organizations within UBS Investment Bank. The Production Services team strives to ensure consistent development and delivery of standard, efficient service across all ESS applications, while providing a framework for continuous process improvements and application flexibility. Key functions of ESS IT Production Services include Release Management, Application Support, Infrastructure Management, and the Production Programme Office.

Production Services is driving several ambitious projects aimed at establishing and standardizing effective process across ESS IT and improving the quality of application delivery to all the business units we support. We have embarked on a far-reaching, strategic program to move our global service delivery model to the ITIL (IT Infrastructure Library) framework; a forward thinking and proactive endeavour. We are also actively reviewing all of ESS IT's processes for QA delivery and release management in an effort to enhance and bring consistency to these practices across the stream, and improve the overall quality of software pre-production.

Within ESS IT, the Cash Management and Payments stream supports a number of applications across various technologies including Sybase, Oracle, Unix, Mainframe and Windows applications with over 250 users. Cash Management & Payments domain supports high profile, mission critical applications as well as aggressive innovation initiatives such as the Global Cash Utility program. The stream is subdivided into one team supporting legacy applications and a new team, which is soon to assume support for the Global Cash Utility and Global Message Utility applications, and it's infrastructure. This role will provide level 2 support to the users of Global Cash Utility and Global Message Utility applications.

Effective execution of the role includes the following responsibilities and associated skills

* Work with the global project team to facilitate supportable implementation into the production environment

* Perform application supportability testing

* Work closely with GWM&BB counterparts in Zurich and Stamford to become Subject Matter Experts for the new applications developed by GWM&BB IT through knowledge transition and training activities

* Own and administer Production readiness criteria for the projects.

* Provide timely level-2 support to incidents, Service requests and client queries. This role will include out of hours remote on-call support on a rotational basis.

* Interact with Global Application Support and ITI (Infrastructure support) from the other regions where necessary.

* Liaise with level-1 application support teams to provide seamless global application support.

* Ensure end-to-end application support is in line with the global support strategy

* Participate in the quarterly BCP testing of critical applications and support out of region BCP initiatives

* Contribute to deliverables and project planning for internal initiatives

* Assist in the development of the follow-the-sun support for GCU/GMU applications.

The individual must be capable of working within a team with minimum supervision. The successful applicant will have a strong focus on delivery to the business.

Basic Qualifications

* University Degree (BA/BS)

* Minimum of 5 years experience in a support role in a large organisation.

* Knowledge of the following technologies is essential: Mainframe Technologies (Cobol, DB2, JCL, VSAM, IMS, CICS, SQL, MQ Series and relevant tools), Websphere

* Experience of supporting 'technical' & business users

Preferred Qualifications

* Knowledge of the following technologies is a Plus. MQ Series for Windows, Microsoft SQL Server, Unix, Windows XP, Microsoft Office

* Some knowledge of financial services sector

* Excellent Verbal communication and listening skills

We can offer you an exciting, fast-paced working environment, a culture of mutual respect and teamwork and the opportunity to play a vital role in our growth.

If you are attracted to joining an organization where every individual's contribution counts and where your talent will impact on our future, please apply for this position. It starts with you.

UBS is an equal opportunity employer. We respect and seek to empower each individual and the diverse cultures, perspectives, skills and experiences within our workforce.