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Production Services Analyst

Richardson, Texas;

Job Description:

This resource will be responsible for providing Production support for Bank’s various Enterprise wide Content Management systems. These document management solutions are leveraged by many customer facing capabilities, including the availability of various statements via Online and Mobile Banking as well as the fulfillment and servicing of mortgages and home equity loans. This resource will be part of a broader team working to ensure the stability of these solutions, primarily protecting the Bank’s reputation with our customers as well mitigating regulatory risk. With this requisition, the position is being aligned with the Bank’s site strategy.
Production Services Analyst – Resource will be responsible for the following areas:
 Proactively detecting Production incidents and restoring service.
 Working with application and product managers to identify root cause and actions to correct Production problems. Also, working with those teams to identify other opportunities to improve overall Production stability, including actions to mitigate the reoccurrence of any problem as well as opportunities to improve overall monitoring.
 Working with application and product owners to enhance overall knowledgebase assets to ensure that operational procedures and lessons learned about the Production environment are accurately documented and available for use by all teammates.
 Capable of learning new applications and technical skills on the job and quickly applying those new skills and capabilities.
 Capable of sharing with teammates knowledge about applications and unique technical skills on the job so that teammates can quickly apply those capabilities.

Required Skills

Production Services Analyst – Resource will have the following skills:
 Experience supporting enterprise wide applications in both Linux and Wintel environments. Need a resource who is well versed in Unix/Linux and Wintel skills will be good to have.
 Experience supporting applications using Oracle and/or SQL Server databases.
 Experience supporting J2EE applications
 Experience supporting applications that utilize object-bases storage like HCP, Centera etc.
 Experience supporting applications that utilize global and local traffic management solutions.
 Strong communicator capable of effectively communicating, verbally, via emails and instant messaging, to both technical and business teams.
 Capable of periodically providing on call support outside of normal working hours.
 Capable of working in high pressure situations.

Desired Skills

Experience supporting applications integrated with document management technologies, such as IBM FileNet P8, IBM FileNet Image Services, Documentum, Livelink or comparable.
 Experience working with application and product owners to automate key Production support tasks, such as application recycles, technical validation and exception processing.
 Familiarity with key monitoring tools, such as SiteScope, Splunk and AppDynamics.
 Experience writing SQL queries ideally against Oracle databases for proactive monitoring and reporting purposes.
 Experience with Unix scripting.
 Experience with Middleware products like Websphere, WebLogic, TomCat etc. and supporting middleware based applications.
 Familiarity with the ITIL framework.
 Previous experience as a developer, ideally for applications that integrated with document management technologies.

Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world
  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully
  • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.
  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Analyst identifies possible production failure scenarios, creates tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves less complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have awareness and exposure to basic technical principles, concepts and techniques. Competent to work under supervision on less complex systems issues, in some cases working from documentation. Limited responsibility. Limited knowledge of business or function for which system is designed. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. 


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: No


Talent Acquisition Contact:

Referral Bonus: