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Production Support for CashPro Online Team

Charlotte, North Carolina;

Job Description:

Job Description

An opportunity to be a part of the CashPro Online and Mobile production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance for multiple CashPro Applications. Daily routine will require that they possess the ability to solve production issues under service level requirements and pursue root cause and problem resolution follow-up.

Participates in design, development and implementation of systems engineering activities, to include OS technical support, systems programming and data center capabilities. Responsible for components of complex engineering and/or analytical tasks and activities. Assists in establishment of input/output processes and working parameters for hardware compatibility and coordination of subsystems design and integration of total system. Serves as a fully seasoned/proficient technical resource; provides tech knowledge and capabilities as team member and individual contributor. Will not have direct reports but will influence and direct activities of a team related to special initiatives or operations. Provides input on staffing, budget and personnel. Typically 5 or more years of systems engineering experience.

Required Skills:

• Analyze and fix production issues including triages by analyzing code, complex SQL queries & stored procedures

• Manage Incidents, Service requests, Problems & Change using ITSM tools and methodologies.

• Manage information, processes and relationships to derive simple solutions with a focus on risk management and mitigation

• Excellent written and verbal communication skills (English)

• Effective communication and documentation of issues including those with business/client and technical impact

• Working knowledge of core Monitoring Tools (Splunk, AppDynamics, Uptrends, Tivoli, Sitescope, Foglight.)

Desired Skills:

Management and co-ordination of all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management

Possesses technical fundamentals for Unix, Apache, MuleSoft, Load-Balancing, Firewall, FTP, SFTP, Weblogic and Oracle.

Provide stand-by & after hours support on a rotational basis for production support and change activities, as needed

Identify opportunities to drive operational efficiencies & productivity savings through process improvement and automation

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.

LOB General:

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:

Job Description

An opportunity to be a part of the CashPro Online and Mobile production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance for multiple CashPro Applications. Daily routine will require that they possess the ability to solve production issues under service level requirements and pursue root cause and problem resolution follow-up.

Participates in design, development and implementation of systems engineering activities, to include OS technical support, systems programming and data center capabilities. Responsible for components of complex engineering and/or analytical tasks and activities. Assists in establishment of input/output processes and working parameters for hardware compatibility and coordination of subsystems design and integration of total system. Serves as a fully seasoned/proficient technical resource; provides tech knowledge and capabilities as team member and individual contributor. Will not have direct reports but will influence and direct activities of a team related to special initiatives or operations. Provides input on staffing, budget and personnel. Typically 5 or more years of systems engineering experience.

Required Skills:

• Analyze and fix production issues including triages by analyzing code, complex SQL queries & stored procedures

• Manage Incidents, Service requests, Problems & Change using ITSM tools and methodologies.

• Manage information, processes and relationships to derive simple solutions with a focus on risk management and mitigation

• Excellent written and verbal communication skills (English)

• Effective communication and documentation of issues including those with business/client and technical impact

• Working knowledge of core Monitoring Tools (Splunk, AppDynamics, Uptrends, Tivoli, Sitescope, Foglight.)

Desired Skills:

Management and co-ordination of all activities necessary to detect problems that potentially affect the service level by analysis of Incident Management

Possesses technical fundamentals for Unix, Apache, MuleSoft, Load-Balancing, Firewall, FTP, SFTP, Weblogic and Oracle.

Provide stand-by & after hours support on a rotational basis for production support and change activities, as needed

Identify opportunities to drive operational efficiencies & productivity savings through process improvement and automation

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.

LOB General:

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-21072962

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Jake Koehler

Referral Bonus:

0