Senior Support Analyst
United IT Solutions
JOB DESCRIPTION
This person will support digital online applications that are custom-built banking solutions that our customers will directly use.
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
- 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
Vacancy posted 3 days ago
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