AEM Support Analyst (Adobe SME)

We are looking for someone who will;

• Perform as the application support analyst to provide hands on onboarding of AEM Adobe US platform. AEM US is the strategic forms management platform as part of the transformation program to reduce dependency outside the US.
• Participate/conduct bank's "Permit-to-Operate" technical readiness criteria process for multiple key components as part of transition of strategic platform into production.
• Ensure production stability and availability for key operational business processes.
• Handle incident escalation and management
• Face off to senior Operations, Development, Infrastructure staff as well as 3rd party support vendor and work to forge solid relationships with these teams
• Conduct deep-dive post-mortems and prioritize remediation activities with delivery teams
• Drive process improvement initiatives alongside global production support projects.
• Create and maintain written procedures and make available for audit or management review.
• Communicate complex technical issues, properly set expectations and adequately follow-up with all stakeholders. Track work progress and report any key issues to senior management and stakeholders.
• Implement continuous improvement and problem management programs as well as good grounding in IT technical architecture and infrastructure.
• Display strong analytical, problem-solving and synthesizing skills (i.e. ability to troubleshoot and figure problems out)

Your Experience & Skills

• Experience in application support (5+ years)
• General knowledge of client, operations, account and data distribution applications & technologies
• Demonstrated working experience with Adobe AEM, Websphere, Unix, Oracle
• Good understanding and work experience of Java Frameworks (Struts, Spring etc.)
• Performance optimization and scalability in AEM; understanding of AEM Security model with understanding of SSO
• Experience in Java/J2EE, JMS, SFTP connectors, monitoring tooling is a plus
• Experience in the Finance or Banking Industry preferred.
• Ability to solve complex issues (covering both technical and business areas) Experience in ITIL Service Processes (incident, problem, release and event management)
• Solid technical and presentation skills
• Highly refined and professional in verbal and written communications
• Excellent & proven Incident management and organization skills
• Evidence of being able to work in a dynamic and stressful environment
• Experience with capacity planning, scalability, performance, load testing
• Understanding of and ability to invoke web services - REST (JSON/XML), SOAP (with WSDL).
• Ability to work closely with the client members of the team and SMEs

You have:

• Experience in IT in support of Operations, financial reporting, reconciliation as well as Wealth Management systems
• 5+ years of global experience in support services, strong service delivery skills and vendor management experience.
• A proven track record of collaborating in matrix international environments, driving consensus and constructively challenging Senior IT Stakeholders & Clients
• Demonstrated hands-on domain skills and track record of successful projects and deliveries
• A reputation for building effective relationships and influencing decisions amongst business partners and stakeholders
• Highly refined and professional verbal and written communications with ability to communicate strategic business value to business and technology partners with the ability to work collaborating as a team and independently with new and unique ideas
• Experience of managing a relationship with a Managed Service vendor or managing an internal support desk for a bank or large scale vendor.
• Demonstrable experience in delivering a quality operational service to customers
• Operating in a Global team environment
• ITIL Qualified & proficient in using Service Now
• Evidence of being able to work in a dynamic and stressful environment
• Experience with tools like App Dynamics and Splunk

You are:

• Honest, reliable, self-motivated with a high level of integrity
• Highly committed, resilient and outcome focused. Have a strong focus on ownership of issues and commitment to resolving them
• Customer centric mindset, autonomous and self-driven, multi-tasker
• Flexible, adaptable and pragmatic with an ability to stay focused on objectives and a can-do-attitude
• Keen to learn new technologies and build a solid understanding of the business context of the applications.
• Maintain high level of availability and act as a complete team player. Ability to context switch.
• A strong leader who is known to recruit, lead and develop a senior talent bench
• Customer orientated and focused on service quality with strong interpersonal skills comfortable at interacting with colleagues at all levels