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Production Services Support

Chicago, Illinois;

Job Description:

Position Summary:

Grow your career in our dynamic and fast paced environment of diverse software platforms and challenging projects that shape the future of the banking industry.

The Production Services support role will support an IT production support team that provides front line technical support to end users responding to issues related to Problem/Incident Management, Releases/Deployments, Operational Readiness, Application Monitoring, and Production Governance. The Production Services Lead is expected to learn the business and technical components of an application and work with peers to ensure stable release deployments and platform stability.

Willing to work in shifts and on weekends. - 5 days a week not necessarily Monday to Friday. -1st and 2nd shifts

(Once in 7 weeks) -Weekend On-call Support(Once in 7 weeks)

Responsibilities: 

  • Real-time restoration and triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner
  • Research, triage, defect resolution, test support, coding, compliance and all other production support functions.
  • Assesses initial severity, gather impacts, creates tickets (REMEDY), engages necessary support teams, and escalates as necessary to ensure timely restoration
  • Participate in Disaster Recovery and Resiliency
  • Performs trouble shooting, analysis, research and resolution using advanced query and programming skills and conducts root cause analysis.
  • Provide on call support for problem triaging and will coordinate with various support teams across the organization.
  • Communicate with line of business and management the overall status and health of the application.
  • Looks for areas of improvement in monitoring, application stability, and speed of determining root cause  
  • Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated/Independent releases, software/hardware upgrades, server upgrades.
  • Ability to express new ideas, concerns and opinions directly to wider team in team meetings, face-to-face and via remote-working tools.
  • Hands-on experience in Incident and problem management.

Required Skills:

  • L2 Application Production support experience
  • Hands on experience with Linux/Unix, Shell Scripting, SQL
  • Hands on experience with Database (Oracle, Sybase, SQLServer)
  • Experience in monitoring tools like ITRS Geneous, Splunk
  • Experience in Job scheduling tools like Autosys.
  • Aware of ITIL concepts like Incident and Problem Management
  • Exposure to Back and Front Office Operations in investment banking environment
  • Able to contribute to 1. Automation 2. Causal analysis 3. Develop shared/common solutions

Desired Skills:

  • Ability to Support users on complex technical issues, data issues, problems related to supported applications
  • Exhibit a strong sense of teamwork and inclusiveness.
  • Respond to requests and inquiries from users within the pre-determined timeframe of our service level agreement.
  • Flexible enough to work for extended hours and on weekends as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases.
  • Demonstrate ability to communicate effectively with both technical and non-technical individuals. Understanding in depth the business processes supported by the system.
  • Monitor the scheduling jobs and ensure proper action in case if issues or failures.
  • Maintain documentation and knowledge repository
  • Strong analytical and problem solving skills

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Position Summary:

Grow your career in our dynamic and fast paced environment of diverse software platforms and challenging projects that shape the future of the banking industry.

The Production Services support role will support an IT production support team that provides front line technical support to end users responding to issues related to Problem/Incident Management, Releases/Deployments, Operational Readiness, Application Monitoring, and Production Governance. The Production Services Lead is expected to learn the business and technical components of an application and work with peers to ensure stable release deployments and platform stability.

Willing to work in shifts and on weekends. - 5 days a week not necessarily Monday to Friday. -1st and 2nd shifts

(Once in 7 weeks) -Weekend On-call Support(Once in 7 weeks)

Responsibilities: 

  • Real-time restoration and triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner
  • Research, triage, defect resolution, test support, coding, compliance and all other production support functions.
  • Assesses initial severity, gather impacts, creates tickets (REMEDY), engages necessary support teams, and escalates as necessary to ensure timely restoration
  • Participate in Disaster Recovery and Resiliency
  • Performs trouble shooting, analysis, research and resolution using advanced query and programming skills and conducts root cause analysis.
  • Provide on call support for problem triaging and will coordinate with various support teams across the organization.
  • Communicate with line of business and management the overall status and health of the application.
  • Looks for areas of improvement in monitoring, application stability, and speed of determining root cause  
  • Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated/Independent releases, software/hardware upgrades, server upgrades.
  • Ability to express new ideas, concerns and opinions directly to wider team in team meetings, face-to-face and via remote-working tools.
  • Hands-on experience in Incident and problem management.

Required Skills:

  • L2 Application Production support experience
  • Hands on experience with Linux/Unix, Shell Scripting, SQL
  • Hands on experience with Database (Oracle, Sybase, SQLServer)
  • Experience in monitoring tools like ITRS Geneous, Splunk
  • Experience in Job scheduling tools like Autosys.
  • Aware of ITIL concepts like Incident and Problem Management
  • Exposure to Back and Front Office Operations in investment banking environment
  • Able to contribute to 1. Automation 2. Causal analysis 3. Develop shared/common solutions

Desired Skills:

  • Ability to Support users on complex technical issues, data issues, problems related to supported applications
  • Exhibit a strong sense of teamwork and inclusiveness.
  • Respond to requests and inquiries from users within the pre-determined timeframe of our service level agreement.
  • Flexible enough to work for extended hours and on weekends as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases.
  • Demonstrate ability to communicate effectively with both technical and non-technical individuals. Understanding in depth the business processes supported by the system.
  • Monitor the scheduling jobs and ensure proper action in case if issues or failures.
  • Maintain documentation and knowledge repository
  • Strong analytical and problem solving skills

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21075977

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Angela Kathmann

Referral Bonus:

0