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TI - ITSM Service Automation Operations - Production Support

Charlotte, North Carolina;

Job Description:

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.

Responsibilities:

• Respond to Incidents opened for application functional or availability issues.
• Use advanced technical knowledge to triage service availability issues and provide service restoral within defined SLA.
• Implement workarounds and preventive measures to reduce service impact until permanent resolution.
• Research and resolve system defects, lead root cause analysis, and drive permanent resolution.
• Monitor production environment and scheduled jobs. • Ensure appropriate monitoring is in place and recommend monitoring changes.
• Lead and coordinate with other internal and external support groups and vendors. • 24x7 on-call support • Follow Incident, Problem, and Change management process.
• Implement application configuration changes or deploy application code changes.
• Participate in software release implementation meetings.
• Participate in or coordinate maintenance activities.
• Be a subject matter expert for supported applications.
• Prepare and update documentation.
• May develop management jobs, automation routines, or deployment scripts.
• May install and configure enterprise system software.
• Perform other assigned tasks required for day to day operational support.
• Work hours will vary based on business needs.

Required Skills

• Minimum of 8+ years in a hands on operational support role for large, distributed environments.
• Candidates MUST have in depth technical experience with UNIX/Linux, Windows, Perl/shell scripting, and SQL scripting.
• Experience in a systems support role with BMC Remedy.
• Experience with application debugging within Oracle
• Strong problem solving with ability to triage and resolve issues quickly.
• ITIL knowledge including Incident Management, Request Management, and Problem Management
• Ability to communicate effectively with people of varying degrees of technical expertise.
• Proactive in identifying, escalating, and addressing issues and risks.
• Be passionate about application support and working in a team environment to solve problems.
Desired Skills:
• Hands on experience using SPLUNK and AppDynamics.
• Ability to create technical documentation.
• Ability to facilitate meetings and discussions.
• Experience with automation development with BMC Bladelogic Server Automation.
• Knowledge of RedHat Containers, Python, RestAPI, Ansible, TLS Certificates. Autosys, Tableau.
• Desire for continuous learning.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

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.

Responsibilities:

• Respond to Incidents opened for application functional or availability issues.
• Use advanced technical knowledge to triage service availability issues and provide service restoral within defined SLA.
• Implement workarounds and preventive measures to reduce service impact until permanent resolution.
• Research and resolve system defects, lead root cause analysis, and drive permanent resolution.
• Monitor production environment and scheduled jobs. • Ensure appropriate monitoring is in place and recommend monitoring changes.
• Lead and coordinate with other internal and external support groups and vendors. • 24x7 on-call support • Follow Incident, Problem, and Change management process.
• Implement application configuration changes or deploy application code changes.
• Participate in software release implementation meetings.
• Participate in or coordinate maintenance activities.
• Be a subject matter expert for supported applications.
• Prepare and update documentation.
• May develop management jobs, automation routines, or deployment scripts.
• May install and configure enterprise system software.
• Perform other assigned tasks required for day to day operational support.
• Work hours will vary based on business needs.

Required Skills

• Minimum of 8+ years in a hands on operational support role for large, distributed environments.
• Candidates MUST have in depth technical experience with UNIX/Linux, Windows, Perl/shell scripting, and SQL scripting.
• Experience in a systems support role with BMC Remedy.
• Experience with application debugging within Oracle
• Strong problem solving with ability to triage and resolve issues quickly.
• ITIL knowledge including Incident Management, Request Management, and Problem Management
• Ability to communicate effectively with people of varying degrees of technical expertise.
• Proactive in identifying, escalating, and addressing issues and risks.
• Be passionate about application support and working in a team environment to solve problems.
Desired Skills:
• Hands on experience using SPLUNK and AppDynamics.
• Ability to create technical documentation.
• Ability to facilitate meetings and discussions.
• Experience with automation development with BMC Bladelogic Server Automation.
• Knowledge of RedHat Containers, Python, RestAPI, Ansible, TLS Certificates. Autosys, Tableau.
• Desire for continuous learning.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21057250

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Angela Kathmann

Referral Bonus:

0