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Business and Batch Production Support - Core Technology Infrastructure

Richardson, Texas;

Job Description:

The primary responsibility of this hands-on role is to provide level 2 and 3 support for the Equities Linked Technology batch used by external clients, regulators, front office Equities Client Solution and the Equities Swap businesses. A successful candidate must be eager to learn and be motivated to work in a fast pace, demanding environment and be able to proactively monitor and resolve incidents and implementing solutions. The candidate should be able to effectively triage batch incidents while providing precise communication back to a demanding client base. He / She should be actively driving process improvements and plant automation. This role will be actively liaising with end users and the development teams in order to resolve production issues in a timely manner and maintain application stability.

Key Responsibilities:

  •  Manage critical SLA bound stacks and ensure its successful completion. In the event of any issues, follow escalation protocol and inform leadership team of the delays via email, incidents and calls as needed).

  •  Work with Development teams via Bridges/Webex to work on resolution of issues.

  •  Manage BAU mails from Business/downstream and advise on any data disparities seen based on its criticality.

  •  Perform scheduled releases for various RAM applications.

  • Help in automation and process improvements to enhance monitoring.

  • Planning, reviewing and executing data changes as scheduled in Remedy.

  • Manage daily refresh of RAM Databases and action any failures on a critical timeline.

  • Analyze for the applications and sub-systems behind RAM suite of applications with an ever-watchful eye on their availability, latency, performance, and capacity.

  • Troubleshoot application and systems problems.

  • Reduce Development escalation and ensure issues are resolved within the team.

  • Proactively monitor and manage the production environment.

  • Automate and build adhoc scripts as needed to address critical business needs.

  • Responsible for incident management and conducting proper problem follow-up.

  • Performing production software releases and post release testing after application upgrades and/or releases.

  • Participate in disaster recovery planning and testing.

  • Support users on complex technical issues, problems related to supported app, networks, servers and workstations.

  • Respond to requests and inquiries from users within the pre-determined timeframe of our service level agreement.

  • Identify solutions to work around open issues / problems that are under investigation or pending resolution.

  • Work directly with client technology staff, and end users for any support related issue.

  • Document, and track, case histories, issues, and actionable steps taken.

  • Perform company software research, testing, and recommendations.

  • Improve documentation of support policies and procedures.

  • Understanding, in depth, the business processes supported by the system.

  • Ensuring continuity and quality by owning the resolution of issues across platforms. Tracking progress and escalating as appropriate unless resolution reached.

  • To ensure that applications and related services are documented and kept current.

  • Reviewing and ensuring complete and appropriate handover of documentation prior to operational acceptance of new or changed applications.

Required Skills:

  • Hands on experience with Database (Oracle & SQL Server)

  • Hands on experience in any scripting languages, perl, python etc.

  • Experience in monitoring tools like ITRS, Bob

  • Experience in Job scheduling tools like Autosys

  • Aware of ITIL concepts like Incident and Problem Management

  • Willing to work in shifts and on weekends 

  • Day to day task requires the ability to solve production down situations under tight SLA deadlines.

  • Root cause and problem resolution follow-up

  • Production support experience

  • Must have excellent oral and written communication skills.

  • Experience with automation and simplification of tasks.

  • Work with Sr management and stakeholders to identify problems, suggest solution and implement improvements

  • Ability to communicate well to other members across the verticals.

  • Critical thinking skills

Core Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

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 Lead identifies possible production failure scenarios, creates incident 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 complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate 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 increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The primary responsibility of this hands-on role is to provide level 2 and 3 support for the Equities Linked Technology batch used by external clients, regulators, front office Equities Client Solution and the Equities Swap businesses. A successful candidate must be eager to learn and be motivated to work in a fast pace, demanding environment and be able to proactively monitor and resolve incidents and implementing solutions. The candidate should be able to effectively triage batch incidents while providing precise communication back to a demanding client base. He / She should be actively driving process improvements and plant automation. This role will be actively liaising with end users and the development teams in order to resolve production issues in a timely manner and maintain application stability.

Key Responsibilities:

  •  Manage critical SLA bound stacks and ensure its successful completion. In the event of any issues, follow escalation protocol and inform leadership team of the delays via email, incidents and calls as needed).

  •  Work with Development teams via Bridges/Webex to work on resolution of issues.

  •  Manage BAU mails from Business/downstream and advise on any data disparities seen based on its criticality.

  •  Perform scheduled releases for various RAM applications.

  • Help in automation and process improvements to enhance monitoring.

  • Planning, reviewing and executing data changes as scheduled in Remedy.

  • Manage daily refresh of RAM Databases and action any failures on a critical timeline.

  • Analyze for the applications and sub-systems behind RAM suite of applications with an ever-watchful eye on their availability, latency, performance, and capacity.

  • Troubleshoot application and systems problems.

  • Reduce Development escalation and ensure issues are resolved within the team.

  • Proactively monitor and manage the production environment.

  • Automate and build adhoc scripts as needed to address critical business needs.

  • Responsible for incident management and conducting proper problem follow-up.

  • Performing production software releases and post release testing after application upgrades and/or releases.

  • Participate in disaster recovery planning and testing.

  • Support users on complex technical issues, problems related to supported app, networks, servers and workstations.

  • Respond to requests and inquiries from users within the pre-determined timeframe of our service level agreement.

  • Identify solutions to work around open issues / problems that are under investigation or pending resolution.

  • Work directly with client technology staff, and end users for any support related issue.

  • Document, and track, case histories, issues, and actionable steps taken.

  • Perform company software research, testing, and recommendations.

  • Improve documentation of support policies and procedures.

  • Understanding, in depth, the business processes supported by the system.

  • Ensuring continuity and quality by owning the resolution of issues across platforms. Tracking progress and escalating as appropriate unless resolution reached.

  • To ensure that applications and related services are documented and kept current.

  • Reviewing and ensuring complete and appropriate handover of documentation prior to operational acceptance of new or changed applications.

Required Skills:

  • Hands on experience with Database (Oracle & SQL Server)

  • Hands on experience in any scripting languages, perl, python etc.

  • Experience in monitoring tools like ITRS, Bob

  • Experience in Job scheduling tools like Autosys

  • Aware of ITIL concepts like Incident and Problem Management

  • Willing to work in shifts and on weekends 

  • Day to day task requires the ability to solve production down situations under tight SLA deadlines.

  • Root cause and problem resolution follow-up

  • Production support experience

  • Must have excellent oral and written communication skills.

  • Experience with automation and simplification of tasks.

  • Work with Sr management and stakeholders to identify problems, suggest solution and implement improvements

  • Ability to communicate well to other members across the verticals.

  • Critical thinking skills

Core Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

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 Lead identifies possible production failure scenarios, creates incident 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 complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate 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 increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21053617

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kathryn Dixon

Referral Bonus:

0