Support Engineer

As a Distributed and Middleware Operations Center IT Staff Engineer I, you'll work in a role with proficiency in one or more of the following key areas. Server, database, middleware, active directory and M365 operations. You’ll be responsible for helping to manage and support the organization's IT infrastructure. You'll identify development and support needs, take on design responsibilities supporting project tasks, and facilitate dialogue across IT Operations staff. This role supports production infrastructure stability through incident triage, fulfillment execution, service request handling, network readiness, documentation, and repeatable operational improvement. Take assignments that can be worked on individually without supervision and manage work effort from concept to completion. Design and implement engineering principles aimed at reliability practices and sound recovery procedures. Design transaction specific application performance monitoring metrics that can be captured and passed to business partners. In Addition, will layout reference architecture and visual diagrams that capture work. Ensure compliance with IT policies, procedures, and industry standards, including reviewing and refining IT control enhancements. Manage ServiceNow queues and ensure timely resolution of incidents, service requests, and operational work. Perform daily health checks and infrastructure readiness validations across on-premises and cloud network infrastructure. Maintain, support, and troubleshoot enterprise infrastructure technologies. Remediate technical and security-related incidents and service issues while maintaining accurate ServiceNow work notes, ownership updates, resolution details, and closure information. Perform infrastructure maintenance activities, patching, and vulnerability remediation following established change management processes. Provide technical triage and troubleshooting support during major incidents, outages, service disruptions, and high-impact operational events. Create and maintain operational procedures, knowledge articles, and runbooks. Mentor and support ITOC L1 Staff in their responsibilities. Partner with automation and observability teams to identify and implement automation opportunities for repeatable operational processes. Work and communicate effectively in a dynamic team environment. What you'll need: 5+ years of related experience in IT App Support, IT Development, IT Networking, or similar field. Bachelor's degree in related field required. Intermediate to advanced knowledge of general Financial Services or Banking preferred. Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices. Advanced proven experience supporting production operations through break/fix engineering, incident triage, root cause analysis, service restoration, and coordination across infrastructure, engineering, and application support teams. Intermediate to advanced ability to understand operational impact of production issues and align break/fix priorities with service stability, customer impact, risk reduction, and business continuity. Strong troubleshooting and support experience across one or more of the following key areas. Server, database, middleware, active directory and M365 technologies. Working knowledge of ITIL practices including incident, request, change, problem, and knowledge management. Advanced speaking and writing communication skills. Benefits you’ll love: competitive salaries an ownership stake in the company medical and dental insurance time off a great 401k matching program tuition assistance program an employee volunteer program a wellness program an opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands‑on experience to help grow your career! About the company: Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands — Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank — that remain part of the company’s heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company. Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [emailprotected] or call View phone number on click.appcast.io. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process. #J-18808-Ljbffr