Sr Analyst- L1 Support Engineer (Salesforce+ Microsoft)

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

WM L1 Production Support is looking for a Support Associate who can work under general supervision (but works independently), responsible for day-to-day production support for Financial Applications L1 Production Support is responsible for 24x7 production support across globe (APAC, EMEA and North America) under Northern Trust Company.

ROLE:

L1 Application Support has responsibility for the technical and functional support of our across multiple technologies. This role will support our business and operations partners and clients and will liaise with upstream and downstream application teams.

The ideal candidates will be self-starters with excellent communication skills and a solid understanding of technology in a financial institution, including trade applications. Some night/weekends may be required from time to time. Candidate should be available Monday - Friday with individual schedules based on coverage rotation/duties.

Key Responsibilities

Production Support & Monitoring

Provide L1 operational support for Wealth Management platforms and applications.

Perform initial triage, troubleshooting, and resolution of production incidents and service requests.

Smoke test (SOD/EOD/SOW/EOW/Weekend/ DR / Release)

Active Monitoring INC queues and take necessary action as per SOP

Active App monitoring - Tools (APV/Catchpoint/Dynatrace) and take necessary action as per SOP

Escalate complex issues to L2/L3 teams while ensuring proper communication and tracking.

Monitor and manage job scheduling platforms such as Control-M or similar schedulers.

Provide L1/L2 support for Salesforce and Microsoft platforms

Manage user access, permissions and role assignments

Troubleshoot workflow, integration and application issues

Support platform releases and configuration deployments

Resolve production incidents and service requests

Perform RCA and coordinate with vendor/support teams

Candidate should be able to troubleshoot (review, analyze and resolve) production issue including job failure, and able to apply code fix on need basis. such as

Incident detection, root-cause investigation, problem management

Application availability monitoring

Capacity planning

Handling application malfunctions (e.g. input issues, EOD issue, data backup issue, MQ issue, reporting and blotter issues etc.)

Firecall support including off-hours and weekend support

Handle static data updates using SQL or other methods necessary

Metrics and audit reporting

Maintain DR documentation and participate in annual exercise

Build effectively working relations with a wide variety of groups including clients, development, business, audit, compliance

Monitor and attend to all alerts and escalate production issues as needed to relevant teams and management.

Coordinate with various teams including offshore support staff and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.

Actively contribute to the supportability of the applications as well as continuous service improvement projects.

Develop understanding of NT’s systems and products utilizing reference materials and support procedures.

Present IT in a professional manner exhibits customer service values in line with NT’s A Approach.

Adherence to corporate standards always.

SKILLS / EXPERIENCE:

1+ years of experience in a technical business facing (face to face) role within a financial institution or similar preferred.

ITIL Certified

Cloud Certified:

Knowledge of ITSM is needed.

Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast-paced environment. The ideal candidate can explain technical issues in layman’s terms and translate business needs to technology teams and back.

Salesforce Administration

SOQL

Salesforce Flows and Lightning

Power Apps and Power Automate

SharePoint Online and Microsoft Teams

ServiceNow and ITIL Processes

Incident and Change Management

User Access and Permission Management

Works closely with other technology teams such as Development, Infrastructure and vended software support teams.

Experience Required

A College or University degree and/or relevant 1-3 years proven work experience. Related Industry qualification is preferred. (BCA/B.Sc. Comp Science)

Major Activities:

Smoke test

Active Batch monitoring 24X7

Monitoring INC queues

Monitoring tools alert

On call Support

Nightly batch communications

Prepare SLA Dashboards

Data backup/management activity

user data modification

Weekend availability

Report generation and stakeholder comm

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at [email protected], or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.