Production Support Specialist

Overview Objective of Role: Production Support is responsible for managing the day to day stability of the Consumer and Small Business Card Decision and Underwriting application environment. Real-time restoration and triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period. Assesss initial severity, gather impacts, create or update Remedy tickets. Lead triage calls, ensuring focus on restoral, engaging all necessary teams, and providing updates to leadership and stakeholders regarding progress via tools, email and phone. Must be flexible, adaptable to changing priorities and able to learn about a variety of technologies quickly. Review and decisioning infrastructure and application changes. Work closely with the application development team on miscellaneous items. Responsibilities Identify opportunities for monitoring and automation. Drive problem management process to identify root cause and corrective items. Develop tools, dashboards, reports, alerts or processes using tools such as Splunk, Dynatrace to improve monitoring and day-to-day tasks and reduce resource overhead. Evaluate and participate in Changes/Releases. Identify stability and risk items in Production; work with various teams to remediate and ensure environment availability, stability and resiliency. Provide day-to-day application support for aligned applications by reviewing pertinent logging (including platforms with limited documentation). Drive for root cause analysis to outages and provide quick service restoration (including single user and branch issues). Improve application stability and reduce errors in the environment. Work closely with technology infrastructure teams, development and testing teams in supporting integrated/independent releases, software/hardware upgrades, server upgrades, etc. Reduce development escalation and ensure issues are resolved within the team. Proactively monitor and manage the production environment. Act as the point of escalation for the business and manage end-user client relationships. Ability to support nights/weekends for on-call coverage, including monthly release-related events. Demonstrate strong technical skills and effective communication (written and verbal). Self-driven, continual learner with good project management skills. Solid understanding of large-scale applications, network architectures, monitoring and fault management. Experience developing alerting and application dashboards using Splunk and utilizing APM tools such as Dynatrace (4+ years). Experience with implementing synthetic and business process monitoring tools (SiteScope, Glassbox, Catchpoint). Experience with ticketing systems like Remedy or ServiceNow. Strong understanding of Windows and Linux systems. Qualifications Primary Skill: Dynatrace - Performance Engineering Analysis, Splunk, Agile tools (Jira). Secondary: ITIL Certified, BMC Remedy, Jira. Experience: Minimum 8-10 years. Educational requirement: Bachelor of Computer Science. Benefits Discretionary Annual Incentive. Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans. Family Support: Maternal & Parental Leaves. Insurance Options: Auto & Home Insurance, Identity Theft Protection. Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement. Time Off: Vacation, Time Off, Sick Leave & Holidays. Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing. Salary Range: $95,000-$115,000 a year Location Job Function

TECHNOLOGY

Role Technical Lead Job Id: 422220 Desired Skills: Agile | Splunk Desired Candidate Profile Qualifications: Bachelor of Computer Science #J-18808-Ljbffr Tata Consultancy Services Limited