Production Support Specialist
3 weeks ago
About the Role:
C&IS Digital Support organization is seeking a support consultant who can work under general supervision (but works independently). They will be responsible for day-to-day production support for multiple tier 0 (most critical) external client applications. This role will support our clients and partners and will liaise with upstream and downstream application teams.
Key Responsibilities:
- Provide L1/L2/L3 support in issue monitoring, troubleshooting, and resolution.
- Develop and maintain professional relationships with all stakeholders within IT and Business teams and provide support.
- 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 tickets for all issues, analyze root cause, and assist in efficient resolution of all production processes.
- Attend on-call after office hours, including weekends, to support High and Critical production issues.
- Actively contribute to the supportability of the applications as well as continuous service improvement projects.
- Develop an understanding of NTs systems and products utilizing reference materials and support procedures.
- Adhere to corporate standards at all times.
Requirements:
- 5+ years of experience in a technical business-facing role within a financial institution or similar preferred.
- Extensive knowledge of Java, PCF, Web Services (Rest and SOAP).
- Extensive knowledge of SQL and PL/SQL.
- Extensive knowledge of Unix/Linux commands and scripting.
- Experience with Solace, MQ.
- Experience with Dynatrace.
- Experience in XP and DevOps technical practices.
- Experience in automation using scripting languages like shell, python, etc. is preferred.
Preferred Skills:
- Strong communication and interpersonal skills, along with a solid technical background.
- Team player who will work as part of a global support team, cross-training, and supporting multiple critical Asset management front office applications.
- Experience in incident management, understanding of ticket workflows, and use of escalation. Experience with ServiceNow is beneficial.
- Problem resolution in an analytical and logical manner, to troubleshoot root cause, and resolve production incidents.
- Works closely with other technology teams such as Development, Infrastructure, and vended software support teams.
- Individuals who embrace AGILE principles and practices.
Additional Information:
- Word
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