Senior Support Analyst

Job TitleThis 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 mattersShow drive and interest in learning new systems, applications, technologies, and most importantly business domainsWork in a fast-paced environment and will be good at multitaskingProvide Incident and Problem Management support for all Digital applicationsResearch and fulfillment of On Demand/Ad hoc requests by multiple business areas for all Digital applicationsGood to have Digital Application Monitoring utilizing the following tools:DynaTraceSPLUNKProduction Assurance for Infrastructure ReleasesDisaster Recovery support for annual TestingMaintenance window monitoringWork with Digital Development teams to document production issues that require code fixes and assist with validating and closing out any defectsStatus update in Daily Service Review MeetingsUpdate and Manage Runbooks and Maintenance reference Manuals on Support wiki siteProvide Level 1 & Level 2 support for application and platform issuesEnsuring monitoring alerts and systems events are assessed, prioritized, and assignedManage customer impacting incidents including business impact assessment, technical resolution, engagement, and communicationsOwn incident resolution and keep user informed of statusProvide expected time of availability for delayed streams and processesUpdate ticket resolution status and details in the ticket management system(s)Respond to user requests and queriesEscalate incidents to Level 2/3 development team as needed with summary analysisEscalate incidents to appropriate interfacing support team or external teams such as product vendorsUpdate knowledgebase with support information (ex. Known errors and solutions for these errors)Provide clarifications on data issues identified in the applicationPreferred Qualifications:Working knowledge of SQL Server or equivalentSelf-directed / Independent problem solvingExcellent oral and written communication skillsExperience operating in a large-scale environmentExhibit best practices, follow standards and present suggestions while remaining flexible and openIn-depth knowledge of different SDLC methodologies including Waterfall, Agile, etc.HTML 5, CSS 3, JQuery UI, ASP.net MVC, website accessibility standardsProfessional experience with the.NET framework (C#, ASP.NET, XML) or JavaPerformance analysis and tune JVM based servicesProfessional experience with scripting languages (e.g., PowerShell, Python, etc)