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Production Services Lead, IBST GWIM Application Production Services Support, Core Technology Infrastructure.

Pennington, New Jersey;

Job Description:

ROLE OVERVIEW:

Core Technology Infrastructure is seeking an IBST GWIM Application Production Services Support Analyst.  We encourage you to read further and apply for this opportunity if qualified.


The incumbent will be accountable for timely updates and restoration of all issues escalated by Advisory users to the team directly or to Senior Leaders.  The incumbent will be responsible for timely updates to Executive Leadership of status of all escalations in the team, and identify ways to prevent escalations in the environment by identifying and working with partner teams on process gaps, technology gaps, or stability concerns.

  • Ensure stability of applications in production

  • Coordinate with various support teams across the organization, for problem research and resolution

  • Communicate with management the overall status and health of the applications

  • Identify opportunities for improvement in monitoring, application stability, and speed of determining root cause

  • Provide monitoring of the environment during release or independent change and tracks changes to the production environment for management and executive communications

  • Interact with clients and provides them with the status of production issues

  • Perform troubleshooting, analysis, research and resolution using advanced query and programming skills

  • Conduct root cause analysis for incidents and problems including single user and branch issues escalated by Advisory users

  • Provide daily executive management updates to outstanding Advisory Escalations

  • Take accountability on analysis and troubleshooting of escalations which appear to be related to Advisory Framework applications and/or technologies

  • Partner and build subject matter expert teams to identify cause and resolution to escalations where root cause/issue is caused by technology supported by partner teams

  • Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.


REQUIRED MINIMUM QUALIFICATIONS:

  • 4+ Years of hands on experience in Application support, ensuring stability for high-volume, multi-tiered, distributed transactional applications in a production environment

  • Exhibit a strong sense of urgency for high severity incidents and escalations. A self-starter, motivated, innovative. Able to assess the customer impact and provide tactical solutions

  • Comfortable with interacting with executive leadership on a daily basis providing status updates and making fact based decisions to highly sensitive issues

  • Provide generic solutions and avoid recurring of incidents. Proactively monitor the production environment and identify the potential incidents

  • Able to identify optimization opportunities proactively and work with the necessary teams to implement solutions using standardized tools

  • Experience in handling various production support roles (technical) and hands-on experience in using at least 2-3 widely used monitoring tools

  • Flexible enough to work for extended hours and on weekends & holidays as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases

  • Hands-on experience in Event, Incident, and Problem processes in ITIL. ITIL Certification is a plus


PREFERRED QUALIFICATIONS:

  • Experience with Splunk or other log indexing tool

  • Ability to troubleshoot network related issues using Netscout or other related tool

  • Experience with network packet captures (using Wireshark)

  • Experience supporting .NET applications (familiar with Debug Diag, etc.)

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

ROLE OVERVIEW:

Core Technology Infrastructure is seeking an IBST GWIM Application Production Services Support Analyst.  We encourage you to read further and apply for this opportunity if qualified.


The incumbent will be accountable for timely updates and restoration of all issues escalated by Advisory users to the team directly or to Senior Leaders.  The incumbent will be responsible for timely updates to Executive Leadership of status of all escalations in the team, and identify ways to prevent escalations in the environment by identifying and working with partner teams on process gaps, technology gaps, or stability concerns.

  • Ensure stability of applications in production

  • Coordinate with various support teams across the organization, for problem research and resolution

  • Communicate with management the overall status and health of the applications

  • Identify opportunities for improvement in monitoring, application stability, and speed of determining root cause

  • Provide monitoring of the environment during release or independent change and tracks changes to the production environment for management and executive communications

  • Interact with clients and provides them with the status of production issues

  • Perform troubleshooting, analysis, research and resolution using advanced query and programming skills

  • Conduct root cause analysis for incidents and problems including single user and branch issues escalated by Advisory users

  • Provide daily executive management updates to outstanding Advisory Escalations

  • Take accountability on analysis and troubleshooting of escalations which appear to be related to Advisory Framework applications and/or technologies

  • Partner and build subject matter expert teams to identify cause and resolution to escalations where root cause/issue is caused by technology supported by partner teams

  • Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.


REQUIRED MINIMUM QUALIFICATIONS:

  • 4+ Years of hands on experience in Application support, ensuring stability for high-volume, multi-tiered, distributed transactional applications in a production environment

  • Exhibit a strong sense of urgency for high severity incidents and escalations. A self-starter, motivated, innovative. Able to assess the customer impact and provide tactical solutions

  • Comfortable with interacting with executive leadership on a daily basis providing status updates and making fact based decisions to highly sensitive issues

  • Provide generic solutions and avoid recurring of incidents. Proactively monitor the production environment and identify the potential incidents

  • Able to identify optimization opportunities proactively and work with the necessary teams to implement solutions using standardized tools

  • Experience in handling various production support roles (technical) and hands-on experience in using at least 2-3 widely used monitoring tools

  • Flexible enough to work for extended hours and on weekends & holidays as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases

  • Hands-on experience in Event, Incident, and Problem processes in ITIL. ITIL Certification is a plus


PREFERRED QUALIFICATIONS:

  • Experience with Splunk or other log indexing tool

  • Ability to troubleshoot network related issues using Netscout or other related tool

  • Experience with network packet captures (using Wireshark)

  • Experience supporting .NET applications (familiar with Debug Diag, etc.)

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22005937

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kimberly Rohn

Referral Bonus:

0