Application Support Lead will be a motivated and talented individual working in the Production Management (Operate) team in Commercial Banking Technology. Successful candidate will be the local lead for Production Management and report to Global Lead in Jersey City. This role will be responsible for delivering, helping set up new technology support for applications and systems and also provide hands on day to day production support and user support as needed. This position will work across all technology AD and support teams as well as interact with technology teams across LOBs to share and utilize knowledge and best practices.
Primary responsibilities in this role will be:
Function as Lead for local Production Support team with footprint in Dallas, and part of Global support team
Work with AD and other technology teams to establish, improve and measure application support involving modern development practices, such as Agile, Continuous Delivery and DevOps
Work on implementing and supporting scalable systems, Cloud (internal/external) based solutions within organization
Work on Big Data applications and implementations including Hadoop
Work as part of DevOps team on user stories especially be able to influence and implement nonfunctional support requirements like performance testing, monitoring, alerting, resiliency, continuous integration and deployment
Provide coverage which will require shift/rotation and might include weekend work to cover primarily US hours of operation; Work day will vary depending on shift and could start at 8 AM EST if on early shift; or end at 10:00 PM EST for End of Day US Shift
Ownership of all issues that are raised to Operate team, through to closure regardless of which team or Vendor ultimately resolves the issue. Raise JIRA/defect reports to AD/Vendor (where appropriate) for code amendment / fixes. Also be able to validate any reports issues/ad hoc requests to run business reports
Manage stakeholder relationships with AD, Other technology teams or end-user clients on a day to day basis
Participate in and manage Incident Management and Problem Management processes to resolve Production issues and root cause analysis, resolution, and reporting
Maintain a knowledge base of known defects, issues, process, techniques etc. Update and manage problem tickets appropriately
Learn and be proficient with advanced user configuration options
Perform Deployments, Post-release testing after application upgrades and/or releases. Perform desktop testing on disaster recovery environments
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