Technical Production Support Engineer

Job title : Technical Production Support Engineer

Location : Chicago, IL Must be onsite 3 days / week Tuesday - Thursday

Duration : 6 Months (Possibility of Extension)

HM Notes :

• Support Experience :
• Provide product support for business applications.
• Hands-on resolution of client issues.
• Familiarity with application support, specifically in managing Incidents (INCs).

Technical Requirements :

• Java & Oracle :
• Must have experience with Java and Oracle databases as key components of the tech stack.
• Java coding experience is beneficial, particularly for UI-level assessments.
• Playbooks & SOPs :
• Review and follow Standard Operating Procedures (SOPs) and playbooks as part of the support process.

Collaboration & Communication :

• Ticket Management :
• Interact with users submitting support tickets and assist them using ServiceNow for incident management.
• Team Interactions :
• Collaborate closely with the engineering team and other stakeholders to resolve issues effectively.

ROLE :

This role will support client's Wealth Management business, product , operations, partners and clients . As a support associate you will collaborate with Application Development teams to implement business solution through agile practice and manage production issues.

The ideal candidates will possess excellent leadership and communication skills coupled with a solid understanding of modern cloud technologies preferably in the financial sector.

Critical incident may require weekend and / or after hours support.

RESPONSIBILITIES :

• Lead production stability effort by preventing production issue and improve production stability.
• Track / Manage Incidents / Change / Problems for assigned applications.
• Provide regular and high-quality updates to all the stakeholders on the progress of the incidents, including SLA risks / breaches.
• Identify measures to improve applications stability and availability to improve support service delivery.
• Develop to become a Subject Matter Expert for assigned application domain.
• Troubleshoot production issues through monitoring and log analysis.
• Attend regular meeting with Project / Development teams to discuss production issues for prioritization, fixes and release.
• Engage Help direct systems projects, including project planning, management status reporting, systems specifications and implementation
• Help ensure compliance with all audit requirements including change control procedures and data security
• Manage and coordinate with onsite and offshore Managed Services provider and offshore NT partners to Support applications and drive continuous improvement efforts.
• Coordinate with various teams, including offshore staff, and raise support ticket for all issues, analyze root cause and assist in efficient resolution of production issues.
• Responsible to attend on-call, after office hours including weekend to support High and Critical production issues.
• Ability to work with vendors and support staff on support tickets and follow up regularly till resolution is found.

SKILLS / EXPERIENCE :

• 5-6 plus years of application development / Support experience using modern technical frameworks and architecture, including experience collaborating with external technology teams.
• Support experience with multi-channel applications (web, mobile, API, etc.).
• Good to have past experience under DevOps or SRE role.
• Understanding of the Secure Software Development Lifecycle (SSDLC) and / or other methodologies
• Experience working on projects in an Agile / XP environment.
• Experience using at least some of the following technologies : Java, J2EE, Pivotal Cloud Foundry, Cloud Computing (IaaS, PaaS and SaaS), RESTful interfaces, GIT, Gradle, Maven, NPM, Spring (Spring Batch and Spring Boot), Bootstrap, CSS3, HTML4, React.

js, Node.js / JavaScript, Oracle PL / SQL

Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast paced environment.

The ideal candidate can explain technical issues in layman's terms and translate business needs to technology teams and back.

• Strong leadership and team player to work as part of a global support team, cross training and supporting multiple critical client facing applications.
• Experience working effectively with diverse groups around the world, including IT management, technology staff, business partners, consultants, vendors and clients
3 days ago