Job Description: Delivery Engineering Environment Experience (DEEE)

We are looking for highly capable technical support personnel, as part of a 24x5 Queue Management team for CCB non-products. You’ll manage ticket assignment and workload for Consumer & Community Banking (CCB) Delivery Engineering Environment Experience (DEEE). You’ll prioritize work and assignment to technical resources for issues discovered by end users or environment monitoring. You’ll complete initial triage and take appropriate mitigation steps within assigned Service Level Agreements (SLA's).

Objectives of the Role/Responsibilities

• Verify all required information is included in the Service Now ticket
• Perform initial triage and troubleshooting on reported issues and perform mitigation steps when possible
• Working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages when resolution isn’t possible
• Develop and maintain relationships with technical staff, end users and clients
• Carefully evaluate alternative risks and solutions before taking action to provide timely resolution
• Ensure proper data validation is performed on each Service Now ticket
• Quickly escalate issues that meet Standard / High definitions

Required Qualifications

• 2 years of Hand-on experience with Public and Private Cloud-based applications, technologies and tools, deployment, monitoring, and operations, such as Kubernetes, Prometheus, FluentD, Slack, Elasticsearch, Grafana, Kibana, etc.
• 5 years of experience with distributed applications (Oracle, Cassandra, MariaDB, MongoDB, SQL, SQL Server, NoSQL)
• 5 years of hands-on experience with monitoring tools Splunk, WILY and Dynatrace.
• 5 years of hands-on experience with Middleware Technologies (WebSphere, Apache, Tomcat, SM)
• 5 years of analytical & trouble shooting skills.
• Bachelor’s degree in computer science or other technical, scientific discipline.
• Excellent problem / people management skills.
• Relentless drive for root cause and identify measures to reduce repeat occurrence.
• Strong knowledge of applicable business areas, the supporting technology architecture, and applicable processes.
• Understanding of Agile delivery principles and tools including Kanban framework.
• Experience with high volume, mission critical applications, and building upon messaging and or event-driven architectures. Understanding of container platforms such as Docker and Kubernetes. 
• Experience in at least one technology stack designing, coding, testing, and delivering software.
• Experience with one or more public cloud platforms like AWS, GCP, Azure.
• Working knowledge of DevOps Tool chains and CICD.
• Experience working in in large, collaborative teams to achieve organizational goals.
• Strong communication skills with the ability to capture and articulate technical and non-technical details.
• Ability to work under a flexible schedule based on business needs.
• Basic knowledge of ITIL framework.
• Sound problem resolution, judgement, and decision-making.
• AWS Cloud Practitioner Certificated