Job description
Job Title: Production Support L2/L3 (Retirement Planning and Wealth Management)
Summary:
- Experienced in providing Level 2 production support 24/7.
- Experience in Supporting Java and ETL applications hosted on AWS
- Willing to monitor P1/P2 tickets and escalating to service delivery organization (between 11 a.m EST to 9 P.M est)
- Represent L2 support team in major incident management calls
- Involved in problem solving, coordinating with multi-level teams and critical thinking.
- Hands on experience in troubleshooting using Splunk and CloudWatch
- Exposure to ETL jobs and handing Autosys/aws glue scheduler and one with SAS application.
- Experienced in analyzing and statistics with Splunk, CloudWatch Logs
- Extensively worked in ITIL processes- Incident, Problem and Change Management.
- Adherence to 100% SLA for the incidents, changes, problems, and defects.
- Coordination with application vendors, multiple stakeholders, and geographically distributed teams for application related Incidents
- Create related trainings, presentation, and Knowledge Transition sessions.
- Ensuring Root-Cause analysis and process documents are created, and knowledge base is maintained and shared with team members.
- Take accountability for Incidents and team management.
- Interact with Stakeholders to understand their needs, requests and create knowledge Items.
- Manage Stakeholder communication and expectations.
Qualifications: A Bachelor s degree with a Computer Science or related education
Experience
7+ years experience in Production Support role, particularly in Retirement Planning and Wealth Management
consumer-facing role experience
Required Knowledge, Skills and Abilities:
- Highly comfort with an aptitude for understanding how technology supports product, production support process.
- Able to articulate key takeaways from analysis of support issues and solutions.
- Excellent verbal and written communication skills
- Willing to provide on call support for critical Incident during off business hours.
- Strong intellectual curiosity to understand products, how they work, and how to trouble shoot critical Incident, Problem and Change Management.
- Excellent in providing L2 support for Java applications on AWS.
- Experience in using Splunk and CloudWatch for reviewing and analyzing Incidents.
- Exposure to Java web and Cloud application support.
- Strong experience in SQL, ORACLE, DB2, Shell scripting in Unix/Linux
- Good knowledge / Work experience in applications that are related to Retirement Services
- Tools - Java, Springboot, AWS environment, Splunk and Cloud watch, JSP, Servlet, DB2 database and experience in Support role
