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Application Production Support - L2 Support

Richardson, Texas;

Job Description:

Provide 7 x 24 Incident and Problem Management support of GWIM Platforms. Provide technical expertise to facilitate investigation of complex technical issues. Uses technical knowledge to provide solutions to complex issues in a timely and efficient manner. Possesses strong understanding of technical and subject matter expertise that can be leveraged to identify and resolve issues in a timely fashion. Leads technical team in support of operations teams and support engineers by driving investigation of Incidents and corrective action follow-ups using an ITIL standards based methodology. Leads formal and informal Post Event Problem Reviews (PEPRs), coordinates delivery dates, define action items, and pursue issues to closure for problems that occurred for all P1, P2, or P3 client impacting incidents. Ensures that all stakeholders are sufficiently involved in the Problem Management process. Act as project Leader facilitating weekly problem management meetings with Sr. technical staff reviewing root cause and corrective actions. Contributes metrics based reporting on the production and/or pre-production environment. Keep current with emerging technologies and lead implementation efforts as applicable.

Core 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.

• Technical support consultant is responsible for supporting multiple complex applications in WINDOWS/ UNIX Variants (familiarity at a minimum)

• Work activities include Problem/Incident Management, Operational Readiness, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.

• Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced sql query, scripting (PowerShell, Perl) skills

• Takes part in production support rotation, and responding and resolving production problems

• Provide coaching and mentoring for others

• Will work under minimal supervision (proactive engagement, versus reactionary when called upon)

• Requires 7+ years of applicable experience

• Benefit from having coding experience and code debugging experience

• Actively participate with complex triages and Root Cause Investigations

• On-call support rotation within 24x7window

Required Skills / Qualifications: (Candidate should have hands on experience in several areas listed below)

• In depth technical experience in midrange application support - Primarily WINDOWS, UNIX/AIX/Linux (familiarity at a minimum), Powershell, Perl, MQ, FTP/NDM, BMC Remedy, Java, SQL Server, .net

• Experience in Production Support, Change management, Incident Management tools

• Ability to solve production down situations under tight SLA deadlines, including root cause and problem resolution follow-up

• Proactive in identifying, escalating, and addressing post implementation issues and risks

• Experience in coordinating with offshore/onshore teams and delegating work (follow the sun support model)

• Excellent Problem Solving skills and an Entrepreneurial Attitude

• Excellent verbal and written communication skills to communicate effectively with people of varying degrees of technical expertise

• Meeting facilitation and discussion moderation skills

• Strong interpersonal, and communication skills

• Ability to function independently, or as part of a team

• Strong attention to detail

Desired Skills

  • Experienced Powershell technician
  • Experience with banking or financial industry
  • Payments processing
  • Networking infrastructure (Firewalls, LTMs, Routing, proxies)

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Provide 7 x 24 Incident and Problem Management support of GWIM Platforms. Provide technical expertise to facilitate investigation of complex technical issues. Uses technical knowledge to provide solutions to complex issues in a timely and efficient manner. Possesses strong understanding of technical and subject matter expertise that can be leveraged to identify and resolve issues in a timely fashion. Leads technical team in support of operations teams and support engineers by driving investigation of Incidents and corrective action follow-ups using an ITIL standards based methodology. Leads formal and informal Post Event Problem Reviews (PEPRs), coordinates delivery dates, define action items, and pursue issues to closure for problems that occurred for all P1, P2, or P3 client impacting incidents. Ensures that all stakeholders are sufficiently involved in the Problem Management process. Act as project Leader facilitating weekly problem management meetings with Sr. technical staff reviewing root cause and corrective actions. Contributes metrics based reporting on the production and/or pre-production environment. Keep current with emerging technologies and lead implementation efforts as applicable.

Core 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.

• Technical support consultant is responsible for supporting multiple complex applications in WINDOWS/ UNIX Variants (familiarity at a minimum)

• Work activities include Problem/Incident Management, Operational Readiness, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.

• Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced sql query, scripting (PowerShell, Perl) skills

• Takes part in production support rotation, and responding and resolving production problems

• Provide coaching and mentoring for others

• Will work under minimal supervision (proactive engagement, versus reactionary when called upon)

• Requires 7+ years of applicable experience

• Benefit from having coding experience and code debugging experience

• Actively participate with complex triages and Root Cause Investigations

• On-call support rotation within 24x7window

Required Skills / Qualifications: (Candidate should have hands on experience in several areas listed below)

• In depth technical experience in midrange application support - Primarily WINDOWS, UNIX/AIX/Linux (familiarity at a minimum), Powershell, Perl, MQ, FTP/NDM, BMC Remedy, Java, SQL Server, .net

• Experience in Production Support, Change management, Incident Management tools

• Ability to solve production down situations under tight SLA deadlines, including root cause and problem resolution follow-up

• Proactive in identifying, escalating, and addressing post implementation issues and risks

• Experience in coordinating with offshore/onshore teams and delegating work (follow the sun support model)

• Excellent Problem Solving skills and an Entrepreneurial Attitude

• Excellent verbal and written communication skills to communicate effectively with people of varying degrees of technical expertise

• Meeting facilitation and discussion moderation skills

• Strong interpersonal, and communication skills

• Ability to function independently, or as part of a team

• Strong attention to detail

Desired Skills

  • Experienced Powershell technician
  • Experience with banking or financial industry
  • Payments processing
  • Networking infrastructure (Firewalls, LTMs, Routing, proxies)

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21035686

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Amie Reynoso

Referral Bonus:

0