Senior Support Analyst

6 days ago

Columbus, United States United IT Solutions Full time
JOB DESCRIPTION

This person will support digital online applications that are custom-built banking solutions that our customers will directly use.
  • Participate with other developers and/or contractors in troubleshooting and identifying problems.
  • Provide technical support on technical matters
  • Show drive and interest in learning new systems, applications, technologies, and most importantly business domains
  • Work in a fast-paced environment and will be good at multitasking
  • Provide Incident and Problem Management support for all Digital applications
  • Research and fulfillment of On Demand/Ad hoc requests by multiple business areas for all Digital applications
  • Good to have Digital Application Monitoring utilizing the following tools:
    • DynaTrace
    • SPLUNK
  • Production Assurance for Infrastructure Releases
  • Disaster Recovery support for annual Testing
  • Maintenance window monitoring
  • Work with Digital Development teams to document production issues that require code fixes and assist with validating and closing out any defects
  • Status update in Daily Service Review Meetings
  • Update and Manage Runbooks and Maintenance reference Manuals on Support wiki site
  • Provide Level 1 & Level 2 support for application and platform issues
  • Ensuring monitoring alerts and systems events are assessed, prioritized, and assigned
  • Manage customer impacting incidents including business impact assessment, technical resolution, engagement, and communications
  • Own incident resolution and keep user informed of status
  • Provide expected time of availability for delayed streams and processes
  • Update ticket resolution status and details in the ticket management system(s)
  • Respond to user requests and queries
  • Escalate incidents to Level 2/3 development team as needed with summary analysis
  • Escalate incidents to appropriate interfacing support team or external teams such as product vendors
  • Update knowledgebase with support information (ex. Known errors and solutions for these errors)
  • Provide clarifications on data issues identified in the application
Preferred Qualifications:
  • Working knowledge of SQL Server or equivalent
  • Self-directed / Independent problem solving
  • Excellent oral and written communication skills
  • Experience operating in a large-scale environment
  • Exhibit best practices, follow standards and present suggestions while remaining flexible and open
  • In-depth knowledge of different SDLC methodologies including Waterfall, Agile, etc.
  • HTML 5, CSS 3, JQuery UI, ASP.net MVC, website accessibility standards
  • Professional experience with the .NET framework (C#, ASP.NET, XML) or Java
  • Performance analysis and tune JVM based services
  • Professional experience with scripting languages (e.g., PowerShell, Python, etc.)
  • Knowledge of TFS to manage an Agile development lifecycle
  • Experience in financial industry and in a Regulatory and Compliance environment preferred
  • Familiarity with large scale system monitoring and alerting frameworks
  • Expertise utilizing Cloud Infrastructure such as Azure, AWS
  • Experience creating effective resource plans that ensure a high level of performance
  • Experience developing repeatable processes and metrics that maximum uptime, reliability, and predictability
  • Experience with Agile and DevOps methodologies

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