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Production Services Lead

Richmond, Virginia

Job Description:

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 Responsibilities:

  • To be the gatekeeper of Permit to Operate and Permit to Build Processes from Production Services Side;
  • Coordinate APS ITIL Governance Discipline, leading and training the team to follow the standards and being in charge of Internal and External KPIs Reporting elaboration (Weekly, Monthly, Quarterly…). Required strong knowledge in ITIL (including Certification);
  • To Measure SLAs and OLAs and provide reporting around it;
  • Risk and Control Technology items coordination (Audit related subjects) – providing reports and collecting evidences whenever necessary.
  • Incident & Problem Management for the supported applications (i.e Matera, SGR, CRK Evolution, FEPWEB);
  • Production Support Management for Vendor and Internal Developed Local Applications (L1 and L2). SME enriched support. Vendor liaison for L3 Support;
  • Business Support for Vendor Applications Functions and Processes;
  • Production Environment Stability: making sure the Applications are up and running;
  • Production environment alerting management via monitoring tools;
  • Change & Release Management for the supported Applications;
  • Change Management for Market releases upgrades and regular Vendor Application upgrades;
  • Software Quality Assurance for Brazilian Market releases upgrades (Vendor);
  • Brazil Technology Business Continuity: Failover/Fallback and Related Activities for the supported applications;
  • Local Management Support for Global Patches and Releases.

Required Skills:

  • Flexible working hours – will compose a 24 x7 Production Support Team;
  • Advanced Portuguese and English. Interviews will happen in both languages;
  • Previous experience in Monitoring Tools, creating Dashboards and adding Infrastructure and Application pieces to be monitored (i.e. Splunk, AppDynamics)
  • Strong knowledge on SQL databases, being able to manage release management and address performance issues;
  • Strong knowledge of Brazilian Banking Products – Boleto Issuance, Payment Systems, i.e.;
  • Have supported Investment Bank on FICC and/or Backoffice Areas in International Banks is a strong differential.
  • Strong Analytical/Troubleshooting skills (isolate components and identify root causes);
  • Strong knowledge in ITIL (Certification is a differential);
  • Excellent communication skills and ability to write concise and clear reports in English;
  • Must be a problem solver, work collaboratively and positive attitude facing stressful situations.

Core TI:

  • 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.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

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 Responsibilities:

  • To be the gatekeeper of Permit to Operate and Permit to Build Processes from Production Services Side;
  • Coordinate APS ITIL Governance Discipline, leading and training the team to follow the standards and being in charge of Internal and External KPIs Reporting elaboration (Weekly, Monthly, Quarterly…). Required strong knowledge in ITIL (including Certification);
  • To Measure SLAs and OLAs and provide reporting around it;
  • Risk and Control Technology items coordination (Audit related subjects) – providing reports and collecting evidences whenever necessary.
  • Incident & Problem Management for the supported applications (i.e Matera, SGR, CRK Evolution, FEPWEB);
  • Production Support Management for Vendor and Internal Developed Local Applications (L1 and L2). SME enriched support. Vendor liaison for L3 Support;
  • Business Support for Vendor Applications Functions and Processes;
  • Production Environment Stability: making sure the Applications are up and running;
  • Production environment alerting management via monitoring tools;
  • Change & Release Management for the supported Applications;
  • Change Management for Market releases upgrades and regular Vendor Application upgrades;
  • Software Quality Assurance for Brazilian Market releases upgrades (Vendor);
  • Brazil Technology Business Continuity: Failover/Fallback and Related Activities for the supported applications;
  • Local Management Support for Global Patches and Releases.

Required Skills:

  • Flexible working hours – will compose a 24 x7 Production Support Team;
  • Advanced Portuguese and English. Interviews will happen in both languages;
  • Previous experience in Monitoring Tools, creating Dashboards and adding Infrastructure and Application pieces to be monitored (i.e. Splunk, AppDynamics)
  • Strong knowledge on SQL databases, being able to manage release management and address performance issues;
  • Strong knowledge of Brazilian Banking Products – Boleto Issuance, Payment Systems, i.e.;
  • Have supported Investment Bank on FICC and/or Backoffice Areas in International Banks is a strong differential.
  • Strong Analytical/Troubleshooting skills (isolate components and identify root causes);
  • Strong knowledge in ITIL (Certification is a differential);
  • Excellent communication skills and ability to write concise and clear reports in English;
  • Must be a problem solver, work collaboratively and positive attitude facing stressful situations.

Core TI:

  • 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.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21072374

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Mindy Savage

Referral Bonus:

0

Street Address

Primary Location:
8001 VILLA PARK DR, VA, Richmond, 23228