Senior Support Analyst

JOB DESCRIPTION


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

Preferred Qualifications:

• 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