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.

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

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Vacancy posted 1 day ago

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