Production Support Specialist; Dallas, Jersey or Tampa

Overview

This group has multiple roles spanning day and night shifts. All roles are Hybrid role; must be willing to work onsite in Dallas, Tampa or Jersey City 3 days a week. Three days onsite is mandatory with 2 optional days remote work (Onsite Tuesdays, Wednesdays and a third day of your choosing). May be required to work Tuesday through Saturday or Sunday through Thursday on rotational or permanent basis.

Description

• The Enterprise Application Support role specializes in maintaining and providing technical support for all applications that are beyond the development stage and are running in the daily operations of the firm.
• This role works closely with development teams, infrastructure partners, and internal clients to advance and resolve technical support incidents.

• Experience with using ITIL Change, Incident and Problem management processes.
• Resolve critical production issues by leading Major Incident calls, engaging proper teams, and driving root cause analysis.
• Troubleshoot and debug system component(s) to resolve technical issues in complex and highly regulated environments comprised of ground and cloud applications and services.
• Analyze proposed application design(s) and provide feedback on potential gaps or provide recommendations for optimization.
• Hands-on experience with Monitoring and Alerting processes in Distributed, Cloud and Mainframe environments.
• Knowledge and understanding of cyber security best practices and general security concepts like password rotation, access restriction and malware detection.
• Contribute in Monthly Service Reviews (MSR) with Development partners to go over KPI metrics.
• Participate in Disaster Recovery / Loss of Region events (planned and unplanned) executing tasks and collecting evidence.
• Collaborate both within the team and across teams to resolve application issues and escalate as needed.
• Support audit requests in a timely fashion providing needed documentation and evidence.
• Plan and execute certificate creation/renewals as needed.
• Create, Modify and Monitor Dashboards to better catch potential issues and aid in observability.
• Strong ability to gather and analyze project requirements and translate them into technical specification(s).
• Deep understanding of all lifecycle components (code, test, deploy).
• Good verbal and written communication and interpersonal skills, communicating openly with team members and others.
• Champion a culture where honesty and transparency are expected.
• On-call support with flexible work arrangement.

• Minimum of 3 years of relevant Production support experience.
• Bachelor's degree preferred or equivalent experience.

• Hands on experience in Unix, Linux, Windows, SQL/PLSQL
• Familiarity working with relational databases (DB2, Oracle, Snowflake)
• Monitoring and Data Tools experience (Splunk, Dyna Trace, Thousand Eyes, Grafana, Selenium, HiPam IBM Zolda)
• Cloud Technologies (AWS services (S3, EC2, Lambda, SQS, IAM roles), Azure, Open Shift, RDS Aurora, Postgres)
• Scheduling Tool experience (CA Auto Sys, Control-M)
• Middleware experience (Solace, Tomcat, Liberty Server, Web Sphere, Web Logic, JBoss)
• Messaging Queue Systems (IBM MQ, Oracle AQ, Active
  
  MQ, Rabbit
  
  MQ, Kafka)
• Scripting languages (Bash, Python, Ruby, Shell, Perl, JavaScript)
• Hands on experience with ETL tools (Informatica Datahub/IDQ, Talend)

• Mainframe troubleshooting and support skills (COBOL, JCL, DB2, DB2 Stored Procedures, CICS, SPUFI, File aid)
• Mainframe scheduling (Job abends, Predecessor/Successor)