Job Description

Job Description:

Supports the Collections portfolio. The work activities include Problem/Incident Mgmt, Root cause analysis, Application Monitoring, Reporting, Triage & Communication etc. The individual supporting this role will be part of the team which is responsible to support CSOT applications. These are critical/UCAL applications for multiple line of businesses.

This job requires Production Support team member to identify possible production failure scenarios, creates incident tickets, suggest enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.

Take ownership of critical issues, enlist proper representation from other IT support teams and drive towards resolution. Work closely with all support partners.
Resolves complex issues, Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors.
Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills.

Required Skills

Experience in Production Support.
Working knowledge with COBOL, JCL CICS, VSAM and handle application servers like Tomcat, IIS, batch processing.
Good Analytical and reasoning skills
Excellent communication & Interpersonal skills

Desired Skills

Prior experience of working in Production Support is plus
Understanding of Incident, Problem & Change management
Exposure to running SQL queries, IBM Websphere, MS IIS servers
Middleware technologies including IBM Websphere, Java, J2EE
Understanding of tools such as Introscope, Sitescope, BladeLogic, Splunk, Eclipse, winScp, Remedy is plus
Java/.Net application programming experience.

The Chief Technology 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.

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles 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, etc. The Production Services Lead identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of minimal-moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others. Initiates and provides leadership, strategic/tactical direction and planning input on all information technology and client/business area issues and in the development of an technology environment which meets current and anticipated business requirements and objectives. Participates with management in the development of technology products, service standards and development efforts that impact the client/business area. Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people.

Shift:

1st shift (United States of America)

Hours Per Week:

40