IT: Production Support Analyst
Boston, MA

Job Description

The Production Support Analyst is responsible for the providing stellar application support for Arrowstreet Capital's daily optimization cycle. This individual will demonstrate a high-level of responsibility and consistency by contributing to the timely response and closure any incidents impacting this critical business process.

In addition to supporting the daily production cycle, the PSA will perform releases to install, configure, troubleshoot and maintain our proprietary applications in Development, QA, UAT as well as Production environments. Participation in on-call support is required to rectify possible application outages.

Responsibilities

* Monitor and respond to data and application processing alerts/failures promptly and professionally; identify and fix gaps and ensure issues are tracked through to resolution
* Seeks opportunities for process improvements and makes recommendations. Partners with development teams to drive stability, operational excellence, and a culture of efficiency
* Ensure team knowledge is current and forward-looking. Maintains awareness of new products as they are introduced and accurately documents/updates knowledge-base when applicable
* Liaise with external technology vendors and exchanges to coordinate changes and resolve connectivity and market data issues
* Review, execute, and verify production changes in strict accordance with procedures defined in change documents
* Take an active role in planned technology events, i.e. business continuity tests, ensuring recovery procedures are accurate and complete
* Maintains high-level of customer satisfaction handling
* Identifies issue trends and manages appropriately within leadership escalation path

What you'll bring to the team

* Experience with work flow automation/scheduling utilities
* Experience with data transfer and data load technologies
* Experience with database logic and ability to query using SQL
* Experience with writing and interpreting scripts
* Understanding of Microsoft Operating Systems and Active Directory
* Excellent relationship building skills with ability to interface with various internal support partners to derive solutions and negotiate changes to production
* Critical thinker with the confidence to successfully identify gaps in customer settings and configurations
* Remarkable interpersonal, verbal and written communication skills with an exceptional attention to detail when managing customer inquiries
* Strong work ethic with a positive, team player mentality

We maintain a friendly, team-oriented environment and place a high value on professionalism, attitude and initiative.