Technology Operations Senior Analyst - Mobile SRE

Role Description

Our team provides platform-level operational support of mobile & remote access End User Computing platforms. We are primarily responsible for day-to-day operations of the platforms engaging with our vendors, engineers, and product management teams; support of major projects and migrations; providing training and knowledge to assist our local and first-line support teams in incident resolution; and owning and driving service or platform wide incidents, including major incidents with high priority and visibility. Our platforms provide service to 90k+ endpoints, and we work daily with many other teams in the bank to ensure smooth operations across the complex and varied bank environment.

You will be a member of a global team providing daily support across our product set, with a focus on completing the migration of our users from our legacy product set to our invest cloud-based solutions. As a part of your day, you will join your global team in planning, brainstorming, and problem-solving issues across our estate, provide status updates on your projects and work delivery streams, and will operate with counterparts in your region to accomplish work within our target delivery dates. Our team plans our work in an agile sprint-based method, but things change rapidly in production operations our team stays in close contact daily to continue delivering planned work and deal with anything new requiring attention.

A key focus of our team is on the reduction of incidents in our product space, and the optimization of response to issues. We are heavily focused on improving our product experience through clear and understandable end-user knowledge, scripting to support our ability to quickly detect, mitigate, or resolve issues, and improving our observability to our environment to enhance our ability to detect and respond to issues.

What we'll offer you

• As part of our flexible scheme, here are just some of the benefits that youll enjoy
• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Provide L2/L3 platform level incident support and engagement of our global remote and mobile platforms we are generally engaged on new issues without prior training/knowledge, platform-level faults, major incidents, and vendor incidents for our mobile device management, Android OS, Apple OS, and remote-access products
• Provide planning and delivery of production changes following ITIL framework
• Be a source of knowledge we provide written and verbal knowledge to our local teams in support of our product space
• Improve what you are doing identify if there is a better way to deliver what you are doing that would be more efficient or improve user experience and help visualize or deliver the improvement if you can
• Provide support for routine operational responsibilities including change verifications and testing, Disaster Recovery exercise support, closure of routine requests and processes

Your skills and experience

• Demonstratable experience supporting end-user devices in the Apple iOS/iPadOS space
• Demonstratable experience implementing, documenting, and/or supporting mobile device management platforms such as Intune, MobileIron, or AirWatch
• Demonstratable experience delivering an end-user or product migration, or large-scale project involving technical support or end-user interaction
• Demonstratable knowledge of Apple mobile device management or declarative device management concepts
• Demonstratable understanding of the basics of Azure and Entra ID
• Experience working in an incident management system such as ServiceNow
• Understanding and capability to provide succinct overviews and reports relating to your projects and delivery communication is key for our team!
• Demonstratable understanding of basic VPN and networking concepts allowing devices to connect securely to corporate networks
• Bonus skills understanding or capability to deliver strategic reporting (e.g. PowerBI), observability from a SIEM (e.g. Splunk, Sentinel), scripting (Python or Powershell), automations from the Microsoft Power Platforms (Power Automate, Azure Runbooks)