Broadridge is seeking a Technical Support Analyst to join the ASTRID team. The successful candidate will ensure the stability, availability, and performance of critical business applications supporting asset servicing and corporate actions.
Requirements
- Provide advanced Level 2 support for production and client-facing environments.
- Manage day-to-day technical and functional application issues, performing diagnostics, troubleshooting, and resolution of incidents.
- Lead environment configuration, validation, and deployment activities to ensure application readiness and reliability.
- Conduct proactive monitoring, performance checks, and system health analyses to identify potential issues before they impact clients.
- Execute SQL queries, analyze logs, interpret data flows, and coordinate fixes with development and infrastructure teams.
- Participate in application release cycles, ensuring seamless deployments and validating post-release stability.
- Act as the primary escalation point for application incidents, performing timely triage and resolution in line with SLAs.
- Perform detailed root cause analysis (RCA) for recurring or critical issues and drive preventive solutions.
- Coordinate software releases, patches, and configuration changes in compliance with change management and governance standards.
- Maintain detailed operational documentation, including troubleshooting guides, runbooks, and incident reports, in accordance with ITIL best practices.
- Serve as a trusted technical liaison between clients and internal teams, managing expectations and maintaining ongoing communication.
- Conduct and lead client calls for high-priority issues, providing accurate updates and progress tracking.
- Collaborate closely with development, QA, DevOps, infrastructure, and shared services teams to ensure successful product delivery and operational readiness.
- Support end-user testing and coordinate with clients to validate defect resolutions or functionality enhancements.
- Identify opportunities to streamline application support processes and improve operational efficiency through automation and proactive controls.
- Document and maintain standard operating procedures, monitoring dashboards, and incident response playbooks.
- Provide knowledge transfer and mentoring to junior analysts and new team members to ensure operational continuity.
- Participate in post-implementation reviews and contribute to continual service improvement (CSI) initiatives.
Benefits
- Generous Paid Time Off
- 401k Matching
- Relocation Assistance
- Flexible work arrangements
- Hybrid work environment
- Accessibility and accommodation support
