Details of the Division and Team:
This role will be part of the Credit Risk IT Support team under the Group CIO.
The Production Support Engineer acts as a professional in the Credit Risk IT support team, providing front line support to business community, supports the production platform using mainly Unix & Oracle skill sets, carrying out monitoring and remediation of issues and specific maintenance tasks as per the run book procedures. Support Engineer would work with Delivery Services e.g. (Fabric, Infrastructure, Cloud), Application Development teams on improvements to service availability and resilience. Support Engineer would define and creates Automation, Monitoring improvements, Run Book entries and knowledge articles based on incidents experienced in the production environment.
You can expect:
Flexible benefits plan including virtual doctor consultation services
Comprehensive leave benefits
Gender Neutral Parental Leave
Flexible working arrangements
21 days of annual paid leave, plus public holiday & Flexible Working Arrangement
Your key responsibilities:
The Associate Engineer role is essential to ensure production platform stability for the Bank. To accomplish Production Stability objective, the Associate Engineer ensures expeditious and appropriate resolution of issues and proactively address potential ones. The role requires engagement with wide cross section of teams required to drive to resolution. The Associate Engineer builds robust and reliable Production Monitoring solutions and effectively automate any recurring manual activities.
SL2 Technical Support
The primary responsibility of the candidate will be to provide fast-paced SL2 technical support for all applications used by the Risk, Finance and Treasury (RFT) Technology.
Additionally, managing the estate of Windows and UNIX application and database servers, with an emphasis on using & refining Geneos monitoring to proactively maintain stability.
There is a significant amount of day to day relationship management involved in this role in order to provide excellent service, concentrating especially on the values core to the bank. Work with wide cross section of teams, including SL3, Development, QA and central platform teams, effectively manage their expectations.
Create and manage high priority incident tickets. Work with members of the team and developers to resolve incidents, ensuring that affected users & management are always kept informed.
On-call support will be required on a rota basis both during the week and at weekends
Working with developers to validate software releases ensuring advanced warning, appropriate technical and user testing has been completed.
Ensuring that run books and information critical to successful release management are in place in advance of work occurring.
Ensuring application monitoring is kept in line with application releases and change.
Ownership of problem tickets that have been raised for application set.
Collaborate with technology partners to provide resolution for open problems or ensure that the appropriate parties have been tasked with doing so.
Ensures PIR reporting and Root Cause Analysis
Assists with the implementation of agreed remedies and preventative measures.
Continual Service Management Process Improvement & Reporting
In the area of service quality and management, the role will involve;
Identify process improvements in the regional and global support models and assist in implementation
Work with project managers on the introduction and supportability of new services and systems
Produce MIS reports on the overall quality of services
Follow up and resolve service quality issues
Your skills and experience:
Minimum 5 years of relevant production/application support experience. Sound understanding of strong incident, problem and change management processes and controls in large organizations. Preference will be given to candidates that have worked in an Investment banking (or similar environment).
Working experience in the following tools and technologies: Oracle Database, PL/SQL scripts, Unix, shell scripting
Working experience in scripting either one (or more) in Java, Python. Exposure in Geneos monitoring tool
Excellent problem solving skills in a distributed, multi-technology ecosystem.
Solid understanding of messaging middleware like Solace, TIBCO or MQ using JMS
Strong Knowledge of Oracle Management, SQL scripts, performance mgmt.
Knowledge of SQL and relational databases – ideally both Hive/Impala/SparkSQL and a traditional RDMS, such as Oracle
Strong knowledge of configuration management tools like Ansible (preferred), Chef and Puppet
Good understanding of server technologies: Unix, Linux and Windows
Understanding of Agile and Safe methodologies (preferred)
Good understanding of Hadoop and data visualization tools like Tableau will be a plus
Prior experience of working in DevOps will be a plus
Broad ITIL / best practice service context within a real time distributed environment (ITIL v3 foundation certificate desired)
How we’ll support you:
Flexible working to assist you balance your personal priorities
Coaching and support from experts in your team
A culture of continuous learning to aid progression
A range of flexible benefits that you can tailor to suit your needs
Training and development to help you excel in your career