Production Support

Production Support

Job location: Tampa Florida Duration: 12 month

Job Description:

• Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and workflow for the area or function.
• Integrates subject matter and industry expertise within a defined area.
• Requires in-depth understanding of how areas collectively integrate within the subfunction as well as coordinate and contribute to the objectives of the function and overall business.
• Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information.
• Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources.
• Strong communication and diplomacy skills are required.
• Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits.
• Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization.
• Work and performance of all teams in the area are directly affected by the performance of the individual.

Knowledge or Experience:

Must have:

• Unix skills
• SQL (DML sentences select, insert, update, delete), DDL and other is recommended
• Application server and Webserver Middleware software (Tomcat and Apache is preferred, WebSphere, IHS, Weblogic) to restart services, review and analyze logs, understanding how code deployment works, etc
• ITIL Processes (Incident Management, Problem Management, etc)
• 2 to 3 years’ experience in an Application Support role

Nice to have:

• SQL (DDL statements)
• Scheduling tools (Autosys is preferred, Control M, Tivoli)
• Monitoring Tools (Apps Dynamics, splunk, etc)
• Advanced execution capabilities and ability to adjust quickly to changes and reprioritization
• Effective written and verbal communications including ability to explain technical issues in simple terms that nonIT staff can understand.
• Issue tracking and reporting using tools
• Effectively share information with other support team members and with other technology teams
• Ability to plan and organize workload

Education:

• Bachelor’s or University degree or equivalent experience on Computer Engineering, Computer Science, IT, or related.

Responsibilities for this Role:

• Provide technical and business support for users of Client Applications.
• This includes providing quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help Client and the business succeed.
• Maintains application systems that have completed the development stage and are running in the daily operations of the firm.
• Manage, maintain and support applications and their operating environments, focusing on stability, quality and functionality against service level expectations.
• Start of day checks, continuous monitoring, and regional handover.
• Perform same day risk reconciliations
• Develop and maintain technical support documentation.
• Identifies ways to maximize the potential of the applications used
• Assess risk and impact of production issues and escalate to business and technology management in a timely manner.
• Ensures that storage and archiving procedures are in place and functioning correctly
• Formulates and defines scope and objectives for complex application enhancements and problem resolution
• Reviews and develops application contingency planning to ensure availability to users.
• Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.
• Participate in application releases, from development, testing and deployment into production.
• Engages in post implementation analysis to ensure successful system design and functionality.
• Considers implications of the application of technology to the current environment.
• Identifies risks, vulnerabilities and security issues; communicates impact.
• Ensures essential procedures are followed and helps to define operating standards and processes.
• Act as a liaison between users/traders, interfacing internal technology groups and vendors.
• Expected to be able to raise problems to appropriate technology and business teams, while adhering to Service Level Agreements.
• Acts as advisor or coach to new or lower level analysts.
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
• Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
• Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
• Active involvement in and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives.
• Performs other duties and functions as assigned.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and/or other team members.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Client-group, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.