Set your career path with us for we are seeking a highly motivated individual that is driven and capable in application technical support. You’ll manage ticket assignment and critical workload for our Delivery Engineering Environment Experience in Consumer & Community Banking.

Working in Application Support means you'll use both creative and critical thinking skills to maintain application systems that are crucial to the daily operations of the firm. You'll work collaboratively in teams on a wide range of projects based on your primary area of focus: design or programming. While learning to fix application and data issues as they arise, you'll also gain exposure to software development, testing, deployment, maintenance and improvement, in addition to production lifecycle methodologies and risk guidelines. Finally, you'll have the opportunity to develop professionally —and to grow your career in any direction you choose.

Job responsibilities

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating customer impacting incidents quickly
• Establish strong command and control of an Incident, establishing clear accountability and methodical evaluation of complex issue scenarios
• Adhere consistently and competently to critical procesess and procedures in the appropriate escalations in support of production incidents 
• Apply technical and environmental knowledge and experience to develop and drive appropriate work streams, forming paths to resolution
• Clearly communicate in summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
• Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the production support staff and executive management
• Ensure incident data is accurately captured and documented in the incident recording tools
• Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process
• Provide additional support for any quarterly releases, conversions or projects as required
• Work closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages when resolution isn’t possible
• Work in a flexible schedule at times based on business needs and technical issues

Required qualifications, capabilities, and skills

• BS/BA degree or equivalent experience
• Working knowledge in one or more general purpose programming languages, plus an interest in learning other coding languages and skills as needed
• Working knowledge of development toolset to design, develop, test, deploy, maintain, and improve software
• Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals
• Relevant Incident management experience in a large enterprise scale environment
• Hands on experience with monitoring tools such as ServiceNow, JIRA, Splunk, Dynatrace and SharePoint
• Extensive and very good customer service and client interaction skills 
• Possess critical thinking and troubleshooting skills with a strong drive to identify root cause and measures to reduce repeat occurrence
• Must be able to multitask in a fast paced environment utilizing multiple tools. 
• Strong knowledge of applicable business areas, the supporting technology architecture, and applicable processes
• Understanding of Agile delivery principles and tools including Kanban framework

Preferred qualifcations, capabilities, and skills

• Experience with distributed applications (Oracle, Cassandra, MariaDB, MongoDB, SQL, SQL Server, and NoSQL)
• Experience with Middleware Technologies (WebSphere, Apache, Tomcat,and SM)
• AWS Cloud knowledge