About this role
This role provides production support for technology systems in a Commercial & Investment Bank environment. The team ensures operational stability, availability, and performance by troubleshooting and resolving production service interruptions.
Key Responsibilities
- Provide end-to-end application or infrastructure service delivery
- Support day-to-day maintenance for stability and availability
- Monitor production environments and use observability tools to address anomalies
- Identify issues for escalation and communicate solutions to stakeholders
- Analyze incidents/problems/changes across full stack systems, and coordinate resolution within SLA/SLO
Technical Overview
You will support production application flows and related infrastructure, using observability and monitoring practices to detect anomalies and manage incidents, problems, and changes. The role requires SQL proficiency, relational database understanding, and Unix/Linux with shell scripting knowledge.
Ideal Candidate
The ideal candidate has 1+ years of experience troubleshooting, resolving, and maintaining IT services in a production support environment. They are comfortable working across applications and infrastructure in both on-premises and public cloud settings, with strong observability/monitoring and ITIL exposure.
Must-Have Skills
1+ years of experience or equivalent expertise in troubleshootingresolvingand maintaining information technology servicesDemonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloudExperience in observability and monitoring tools and techniquesExposure to processes in scope of the Information Technology Infrastructure Library (ITIL) frameworkProficiency in SQL and understanding of relational database conceptsFamiliarity with Unix/Linux operating systems and shell scripting
Tools & Platforms
Observability toolsITILSQL
Required Skills
Troubleshooting information technology servicesResolving information technology servicesMaintaining information technology servicesObservability and monitoring tools and techniquesITIL frameworkSQLRelational database conceptsUnix/Linux operating systemsShell scriptingIncident managementProblem managementChange managementSLA/SLODocumentationKnowledge sharing
Hard Skills
Troubleshooting information technology servicesResolving information technology servicesMaintaining information technology servicesApplicationsInfrastructureLarge-scale technology environmentOn premisesPublic cloudObservability and monitoring tools and techniquesITIL frameworkSQLRelational database conceptsUnix/Linux operating systemsShell scriptingData structuresAlgorithmsPerformance optimization principlesIncident managementProblem managementChange managementFull stack technology systemsService deliveryProduction monitoringSLA/SLO monitoringProduction environments anomalies detectionDocumentationEscalation communicationPayment Technology Development collaboration
Soft Skills
Excellent verbal and writCommunicationCross-functional collaborationStakeholder managementProblem-solvingDocumentation and knowledge sharingTime managementCollaboration with Payment Technology DevelopmentOperationsand Business teams
Keywords for Your Resume
Production SupportTechnology Support ITechnology SupportEnd-to-end applicationInfrastructure service deliveryProduction environmentsObservabilityMonitoring toolsITILInformation Technology Infrastructure Library (ITIL) frameworkSQLRelational database conceptsUnix/LinuxShell scriptingIncident managementProblem managementChange managementSLA/SLOEscalationTroubleshootingOn premisesPublic cloudFull stack technology systemsDocumentationKnowledge sharingApplication or infrastructureobservabilityshell scriptingincident management
Deal Breakers
Must have 1+ years troubleshooting/resolving/maintaining IT services, Must be proficient in SQL and understand relational database concepts, Must have familiarity with Unix/Linux and shell scripting, Must have observability and monitoring tools/techniques experience
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