Production Support Engineer

Pay Range: $40.00hr - $45.00hr

Job Overview:

The overall group is responsible for supporting various applications in the technology and global investment banking portfolio, including but not limited to client relationship management platforms, conference and syndicate book-building platforms, and global investment banking applications. The role involves building tooling to automate monitoring and deployment, offering technical expertise across the portfolio, managing normal and emergency changes, releases, and capacity planning, coordinating disaster recovery, maintaining internal configuration management, and supporting risk prevention activities and regulatory compliance.

The successful candidate will provide user-facing front office production support for local and remote users leveraging multiple platforms, manage releases and coordinate bugs and enhancements with internal development and external vendors, and work closely with the CTB (Change the Bank) team in collaborative agile-based development. The role requires engaging with technical partners and stakeholders to achieve stability in the production environment, creating documentation in Confluence runbooks, providing stakeholder updates, and handling rotational weekend release work and checks. The successful candidate will ensure maximum system availability, prompt and accurate remediation and response to issues and requests, provide proactive management and governance of applications and platforms, leverage automation to improve efficiency and operating environment soundness, and maintain strict adherence to standard operating procedures, standing order guidelines, and governance best practices. The role also includes liaison between Business, Technology, Compliance, Surveillance, and Functional groups, regular project updates, IT governance and de-risking initiatives, and knowledge sharing, documentation, and cross-training to support the follow-the-sun operating model.

Responsibilities:

The overall group is responsible for supporting various applications in the technology and global investment banking portfolio, including but not limited to:

• Client relationship management platform, including Salesforce, FSC (Financial Service Cloud), and Tier 1 Salesforce.
• iPreo, Dealogic, and other conference, event, and syndicate book-building platforms such as Street Context, Lousia, IssueNet, and CMG.
• Global investment banking applications such as Capital IQ.
• Build tooling to automate monitoring and deployment and to improve DevOps and CI/CD capabilities.
• Provide technical expertise and support across the entire portfolio of applications.
• Manage requests to implement normal and emergency changes, releases, and capacity planning.
• Coordinate disaster recovery planning and execution.
• Manage internal configuration.
• Support risk prevention activities and regulatory compliance.
• Provide user-facing front office production support for local and remote users leveraging multiple platforms.
• Manage releases and coordinate bugs and enhancements with internal development teams and external vendors.
• Work closely with the CTB (Change the Bank) team to support collaborative agile-based development.
• Engage with technical partners and stakeholders to achieve stability in the production environment.
• Create documentation in Confluence runbooks and provide updates to stakeholders.
• Perform rotational weekend release work and checks.
• Ensure maximum system availability and prompt, accurate remediation and response to issues and requests.
• Provide proactive management and governance of applications and platforms.
• Leverage automation to drive efficiency and improve the soundness of the operating environment.
• Ensure strict adherence to standard operating procedures, standing order guidelines, and governance best practices.
• Liaise between Business, Technology, Compliance, Surveillance, and Functional groups to help conduct regular reviews, evolve the platform, and maintain the connectivity required to achieve collective objectives.
• Provide effective incident, problem, and release management, along with regular project updates to stakeholders.
• Drive IT governance and de-risking initiatives.
• Lead effective knowledge sharing, documentation, and cross-training to maximize coverage and improve the robustness of the follow-the-sun operating model.
• Deliver best-in-class service by providing maximum system stability for production environments, reducing application support cost through efficiency and automation, managing front-to-back problem and capacity management, and mitigating risk.

Requirements:

• The candidate must be extremely hands-on, detail-oriented, assertive, and proactive with both day-to-day tasks and short- and long-term deliverables.
• Proven ability to collaborate well with others, remain strategically focused, and drive continuous improvements.
• Prior in-depth experience supporting large-scale, enterprise-wide, global trading and risk platforms.
• Strong scripting skills such as Python and Perl.
• Solid working understanding of Linux, Windows, and SQL, including database concepts.
• Good organizational skills, ability to effectively context switch, and thrive in a fast-paced environment.
• Strong verbal and written communication skills.
• Strong interpersonal skills and a self-starter attitude.
• Bachelor of Science degree or equivalent.
• Confidence and capability to quickly learn a new portfolio of applications, become a subject matter expert, and train demanding users.
• Proven experience with the principles of ITIL Incident Management, Problem Management, and Change Management.
• Experience with MS SQL, Sybase, or another equivalent relational database, including the ability to write database statements on the fly.
• Disciplined approach to documenting all processes, Birdies, and user stories in Confluence and Jira.
• Strong analytical and critical-thinking skills with the ability to continuously multitask and manage priorities.

Nice to Have:

• Experience with BMC Control-M, Autosys, Tidal, or other batch scheduling platforms.
• Proven history of building proactive application monitoring across all environments using ITRS Geneos, AppDynamics, or Dynatrace.
• Experience with CI/CD pipeline automation using GitHub, Nexus, RLM, Ansible, Elastic, Logstash, Kibana, Jenkins, and more.
• Hands-on exposure to MemSQL, Ignite, Java Spring, AWS, S3, MongoDB, datalake, Docker, Kubernetes, and more.
• In-depth understanding of capital markets, including all aspects of the sales lifecycle.