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Production Support Stability, Monitoring & Issue Management - Core Technology Infrastructure

Jersey City, New Jersey;

Job Description:

Responsible for platform stability, proactive job monitoring, issue management & resolution, triage, reporting and timely escalation. Responsible for break-fix activities which require reviewing Root Cause Analysis.
The ideal candidate must be highly self-motivated, proactive, attention to detail, good documentation & communication skills to interact with partners like TI, Application, Other Prod Support teams like CCO, L1, L2, L3, Application and Business stakeholders as required. Ability to think of process improvements to improve platform stability and resiliency
• Monitor and support applications for 100% SLA meets
• On call support
• Production Ticket/Issue Triage
• Preparing RCA – Root Cause Analysis (RCA) document
• Partner with Application team, CCO, Level 3 support teams to resolve the issue
• Prepare and/or review Impact Analysis based on issue analysis
• Hands on experience with L1 / L2 / L3 support work load.
• Write scripts to automate mundane daily BAU tasks
• Willing to provide support after office hours, weekends and stay on call when business needs
• Identify root cause in the code, perform break-fix activities in the code and/or DB
• Follow the release management and code deployment process to migrate the code changes. If any.
• Consumer Banking domain experience

Required Skills

4+ years of application programming / production support experience

Basic Networking
Intermediate level Java
Advance level Unix
Sound working knowledge on Ms-Office and Ms-Visio
- Must be able to handle multiple tasks and adapt to a constantly changing environment
- Must have excellent organization skills
- Ability to triage application and infrastructure issues
- Excellent communication skills and analytical skills.
- Application support experience
- Experience with Incident, Change and Request management software

Desired Skills

B.S / B.E./ B Tech

The Chief Technology 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

Leads and/or participates in the design, development, and implementation of complex system engineering activities involving cross-functional technical support, systems programming and data center capabilities. Responsible for components of highly complex engineering and/or analytical tasks and activities. Establishes input/output processes and working parameters for hardware/software compatibility, coordination of subsystems design, and integration of total system. Viewed as a technology subject matter expert; able to provide and communicate complex technology solutions across differing audiences including technical, managerial, business executives, and/or vendors. Will have responsibility for multiple, complex projects; will direct activities of teams related to special initiatives or operations and may have direct reports. Leads the resolution process for complex problems where analysis of situations or data requires an in-depth evaluation of various factors. Exercises judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results. Information Technology degree and/or technology certifications preferred or substantial equivalent experience. Typically 7-10 years of IT experience

Job Band:



1st shift (United States of America)

Hours Per Week:


Weekly Schedule:

Referral Bonus Amount:


Job Description:

Role Summary:

This is an excellent opportunity to be a key individual contributor, responsible for day to day support of business applications running on Linux servers. Responsibilities will include production support duties, incident management, handling service requests from business users, application monitoring, documentation, etc. The candidate will need to be able to troubleshoot production issues to identify root cause and track issues to their completion. Candidates should be prepared to work out of normal business hours on a rotating basis such as early morning shifts or late day shifts according to business needs.


  • Act as a subject matter expert, provide production support by participating in the technical triage for problems with applications within the live production environment, contributing to stability and availability, and maintaining a high degree of customer service.

  • Incident, Problem and Change Management duties, including ownership and progression of internal and external faults and technical issues. Own and manage failures within systems through to resolution of the issue, while controlling and minimizing impact to business areas.

  • Participating in technology operations, including, but not limited to, log analysis, application and operating system troubleshooting, software deployment, Quality Analysis for standard processes.

  • Working with project and development teams, shadowing projects and enhancements to applications to establish operational procedures to ensure minimal impact to the production environments. Candidates should have an automation mindset, meaning you should be able to work toward automating manual work using various tools.

  • Experienced in IT support with strong analytical problem-solving skills within an investment banking environment.

  • Highly proficient with Linux server systems. Must have Linux command line skills, be able to troubleshoot server capacity and network issues, start and stop services, be able to manipulate the file system, use Power Broker and more.

  • Be flexible, responsive, enthusiastic, have ability to work with little direction and as part of a team to foster positive relationships. A good team player with good verbal and communication skills are necessary.

  • Candidates having experience in dealing with business users will have an added advantage.

Required Skills:

  • 3 or more years in a production/operational support environment 

  • Experience with Linux Server command line and scripting

Desired Skills:

  • 5 or more years in a production support environment with strong analytical problem-solving skills 

  • Unix shell scripting, preferably Perl

  • Proficiency with Windows Server systems is a plus

  • Experience with various tech tools, e.g. Splunk, MyCTO, IMON, BladeLogic and Autosys


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Band: H5

Manages People: No

Travel: No


Talent Acquisition Contact:

Edward Paffendorf IV

Referral Bonus: