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Market Application Production Services
The successful candidate will be responsible for real-time restoration and 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. Assesses initial severity, gather impacts, creates or updates tickets. Lead triage calls, keeping the necessary focus on restoral, making sure all necessary teams are engaged and focused on their tasks, and providing updates to leadership and stakeholders regarding progress toward restoral via tools, email and phone. Role will act as an escalation point for critical issues, and manage follow up meetings to ensure follow up items are addressed. Must be flexible, adapt easily to changing priorities and be able to learn about a variety of technologies very quickly. Review infrastructure and application changes. Work closely with our application development team on miscellaneous items. This is a critical role requiring a motivated and flexible individual who must be confident in directing procedural and technical support within a front office support team, and will demonstrate the ability to show resilience when faced with demanding clients. The candidate will have direct interaction with the front office business users globally as well as working with MAPS (Market Application Production Services) production support teams in the US and APAC to drive operational consistency across the globe. The candidate will interface with the Integration team for new application on-boarding and with internal IT teams (development and infrastructure) to ensure application stability and reliability. Needs to be hands-on and be able to perform within a busy and pressurized environment. Employees in this job code do not manage people
The core set of technical skills that are required:
Well-rounded understanding of infrastructure disciplines (network, server, storage, messaging).
•Automation and DevOps exposure: Geneos ITRS, Splunk, Ansible, AppDynamics
•Knowledge of monitoring instrumentation, automation
Hands-on experience in Incident, problem and change management.
Relevant areas of business expertise would include:
Experience supporting Prime Brokerage
Business knowledge of Prime Brokerage.
•Prior experience as a team lead is a plus
•Must be a self-starter, motivated, innovative, capable of, providing technical solutions.
•Adaptability and ability to work under pressure and meet tight deadlines.
•Able to contribute to Automation, System Analysis and Develop shared/common solutions
•Able to identify risks and mitigation
•Soft Skills: Must be a Team player, and Demonstrate ability to communicate effectively with both technical and non-technical individuals.
•Comfortable working in a matrix environment
•Team player, good communication skills, being proactive, self-driven for support triaging
Working experience of ITRS Geneos or similar monitoring product
Leads a large project or multiple projects that are significant in scope and impact. Works independently, with limited direction, and is evaluated through end results. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of a technical environment which meets current and anticipated business requirements and objectives. Participates with Technology management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as a single point of contact and the escalation point between the client/business area and internal management for the resolution of unresolved problems, complaints and complex service requests. Provides the client areas with technology products and service alternatives that improve the support delivery process. employees in this job code do not manage people. This job code is only to be used for Employees supporting Global Markets.
Technology Infrastructure Organization:
Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world
Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully
Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.
Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.
Shift:1st shift (United States of America)
Hours Per Week: 40
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