Tech Support Analyst

Tech Support Analyst

Information Technology (IT)

Group Functions

Job Reference #294540BR

Your role

Do you have a knack for technology and interested in improving existing processes? Are you at your best when supporting others? Are you passionate about IT process automation using cutting edge tooling platforms? Have you supported large scale production systems? We’re looking for someone with such experience to help us:

• Provide front-line technical support to end users on a variety of technology issues.
• Support and monitor various business/IT applications, batch jobs and infrastructure components as part of an application support team providing coverage from multiple regions.
• Continually drive improvement to our service offering using data driven analytics, emphasizing opportunities for automation and robotics.
• Coordinate with multiple and varied teams to conduct and manage special events such as disaster recovery tests, infrastructure change weekends, Data Centre maintenance, and special event days.
• Ensure supportability and quality are maintained with the introduction of production changes.

Key Responsibilities

• Incident Management: Incident investigation, diagnosis & resolution. Uphold high standards for timely issue resolution.
• Problem Management: Identification and managing tasks to both analyze incidents and implement preventative measures to avoid repeat occurrences and major incidents.
• Change Management: Change request review and approval, and support for production change deployment and events, including weekends coverage.
• Service Transition: Work with Application Development to ensure new projects are implemented in line with current standards and are ready for production, including applications that are moving to the Cloud.
• Service Improvement: Leveraging data driven analysis and metrics, partner with IT Infrastructure and Application Development to proactively improve and measure application serviceability, reliability, and scalability (efficiency first approach).
• Knowledge Management: Maintain knowledge articles, such as support and disaster recovery procedures, to ensure that they are kept relevant and up to date.
• Batch Management: Resolve batch events and help identify opportunities for optimization and automation.
• Performance Monitoring & Enhancement: Work with IT Infrastructure to ensure that all relevant metrics for server performance and capacity are available. Use metrics to maintain and enhance system performance and automation.

Your team

You will be working for Application Support & Reliability AM in London, United Kingdom. We are aligned to the Asset Management (AM) business and are responsible for providing production support in a 24x7 follow-the-sun model, utilizing hubs in Singapore, India, Poland and the US. In this role you are part of a high-performance team of Site Reliability Engineers with wide expertise on monitoring agents and platforms. You will work with committed, quality driven and very technical people understanding the monitoring area, all the tools interacting with it and the needs of our clients.

Your expertise

• Ideally 8+ years of hands-on experience with support background across multiple operating systems
• Excellent analytical and problem-solving skills in conjunction with a solution-oriented attitude.
• The ability work with geographically dispersed technical teams including outsourced vendors, and effectively manage multiple, concurrent / conflicting priorities.
• Knowledge of diverse technology solutions and services (networks, operating systems, infrastructure components, applications).
• Fluent in Business English and able to communicate clearly & effectively across all organizational levels.
• Self-driven yet collaborative, comfortable working independently, as well as in a team.
• Someone who challenges the norm and drives the team forward by offering solutions to problems identified.
• A confident communicator who is able explain technology to non-technical audiences.
• Capable of understanding client needs and translating this into products and services.
• ITIL certified to Foundation Level

Technical-Skills

Working knowledge of:

• Microsoft Azure or related Cloud technologies
• DevOps
• Orchestration and automation (Automation Anywhere, IPcenter)
• Monitoring an instrumentation (Netcool, Moogsoft, AppDynamics, Splunk)
• Windows Server
• Linux
• Scripting (SQL, PowerShell, Python)
• Relational databases (Oracle/Sybase/MSSQL/PostgreSQL)
• Autosys or other enterprise scheduling tools

About us

UBS is the world’s largest and the only truly global wealth manager. We operate through four business divisions: Global Wealth Management, Personal & Corporate Banking, Asset Management and the Investment Bank. Our global reach and the breadth of our expertise set us apart from our competitors..

We have a presence in all major financial centers in more than 50 countries.

How we hire

This role requires an assessment on application.

Join us

At UBS, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.

From gaining new experiences in different roles to acquiring fresh knowledge and skills, we know that great work is never done alone. We know that it's our people, with their unique backgrounds, skills, experience levels and interests, who drive our ongoing success. Together we’re more than ourselves. Ready to be part of #teamUBS and make an impact?

Contact Details

UBS Business Solutions SA

UBS Recruiting

Disclaimer / Policy Statements



UBS is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.

When applying for this role, please note that additional background checks may be carried out and an original of your criminal record may be requested.