Production Support Specialist

Job Description

Must Have Technical/Functional Skills

Objective of Role:
Production Support is responsible for managing the day-to-day stability of the Consumer and Small Business Card Decision and Underwriting application environment. Real-time restoration and triaging of issues impacting technical services (application/infrastructure) for bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period. Assesses initial severity, gathers impacts, creates or updates Remedy tickets.

Lead triage calls, keeping the necessary focus on restoration, ensuring all necessary teams are engaged and focused on their tasks, and providing updates to leadership and stakeholders regarding progress toward restoration via tools, email and phone. Must be flexible, adapt easily to changing priorities and be able to learn about a variety of technologies very quickly.

• Identify opportunities for monitoring and automation.
• Drive Proto Problem management process to get to root cause and corrective items.
• Develop tools, dashboard, reports, alerts or process using various tools like Splunk, Dynatrace etc. to aid and improvise monitoring and day-to-day tasks to reduce resource overhead.
• Evaluate and participate in Changes/Releases.
• Identify stability and risk items in Production, work with various teams to remediate and ensure environment availability, stability and resiliency.

Primary Skill: Dynatrace
- Performance Engineering Analysis, Splunk, Agile tools (Jira)

Secondary: ITIL Certified, BMC Remedy, Jira Experience
- Minimum 8-10 years

• Provide day-to-day application support for aligned applications by reviewing pertinent logging (including platforms with limited documentation)
• Drive root cause analysis to application outages and provide quick service restoration (including single user and branch issues)
• Improve application stability and reduce errors present in the environment.
• Work closely with technology infrastructure teams, development, and testing teams in supporting integrated/independent releases, software/hardware upgrades, server upgrades, etc.
• Reduce Development escalation and ensure issues are resolved within the team.
• Proactively monitor and manage the production environment.
• Act as the point of escalation for the business and manage end-user client relationship.
• Ability to support nights/weekends for on-call coverage, including monthly release-related events.

• Strong Technical skills overall
• Excellent Communication (written and verbal) Skills
• Self-driven individual, who is a continual learner, with good project management skills
• Solid understanding of large scale applications, network architectures, monitoring and fault management
• Must have 4+ years’ experience developing alerting and application dashboards using Splunk as well as utilizing APM tools such as Dynatrace
• Minimum 4+ years’ experience with implementation of synthetic and business process monitoring tools such as Site Scop e, Glassbox, Catchpoint.
• Experience with ticketing systems like Remedy or Service Now.
• Strong understanding and exposure with both Windows and Linux Systems

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
• Salary Range: $95,000-$115,000 a year

BACHELOR OF COMPUTER SCIENCE