Production Services Specialist

Production Services Specialist

Requirements

• 5+ years of relevant IT experience i.e. Production or Release Support, ITIL, Technical Implementations, or equivalent
• Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers
• Excellent written and verbal communication skills (English)
• Knowledge of event driven and schedule driven batch processes
• Experience of handling various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
• Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance
• Experience with: troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk, real-time restoration, triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
• Ability to work closely with Technology Infrastructure, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.
• Ability to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restoration
• Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
• Ability to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, and proactively identify cross-functional or technical issues

Responsibilities

• Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed
• Ensures all impacts are accurately recorded and documented in the system of record, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needs
• Provides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduled
• Identifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology Services
• Promotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escalate issues as needed
• Analyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service level
• Fulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teams
• Capacity and Performance Management
• Working with development teams for take-on and training of new services or significant upgrades
• Providing support for Audits (internal and external)
• Stakeholder management, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements
• Leads End-to-End maintenance responsibility of all production services related to technology. Work activities specific to Production Shared Services include: Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management.

Preferred Qualifications

• Proven knowledge in some/all of the following: Java/J2EE – Core Java, JDBC, EJB, & Java Web Services & Experience in Server-side technologies – SOAP/Restful services, XML/XSLT, XML, JDBC, AOP, MQ Micro Services & MuleSoft.
• Good knowledge of Middleware components; Message Broker, IBM Websphere MQ, JBoss application server, MuleSoft
• Strong operating system knowledge in Unix and Windows including strong scripting skills
• Experience with Database technologies (examples Oracle, DB2 and PL/SQL ) queries to support incident resolution.