Description

Role and Responsibilities

  • Take stock and ownership of customer-reported issues (typically in a case tracking system)
  • Understand the issue/scenario reported in the case; seek clarification as necessary from Level 1 resource and/or case reporter
  • Identify solutions for reported issues/scenarios from a knowledge base
  • Communicate with the stakeholders within agreed turnaround times (TAT)
  • Guide and respond to questions from Level 1 or Level 3 resources
  • See logs/error messages provided in cases, relate them to code to arrive at possible solutions and suggest to case reporter, OR escalate to Level 3 support team as needed
  • Reproduce reported issue/scenarios in a lab environment in an attempt to get more information and/or resolve the issue
  • Create detailed bug reports in bug tracking system
  • Document and prepare runbooks
  • Monitor predefined jobs, processes, queues, DB procedures, log files/error messages, and alerts, as well as any other system components that are needed to monitor healthy functioning of the system
  • Identify and suggest additional monitoring tools/processes that may support better upkeep of the system

Preferred Qualifications

  • Bachelor’s degree (or local equivalent) and 1-3+ years of software development and production management experience required
  • Solid knowledge of Unix/Linux environments; ability to monitor applications and verify logs to determine underlying issues
  • Strong understanding of Java: ability to write simple code and identify bugs
  • Experience with SQL, working in one relational database required; ability to understand and write SQL queries
  • Computer Science concept of data structures in practical use cases
  • Proven ability to problem solve in a development or production environment, including experience observing patterns, analyzing root cause, and proposing solutions
  • Good communication skills with ability to articulate the technical and functional aspects of a development/production problem to help drive solutions with app dev teams and senior stakeholders
  • Experience with and understanding of scripting languages such as Shell, Perl, JavaScript, Python, or similar
  • Experience in the Financial Service Industry a plus
  • Experience in Cluster Computing and Big Data solutions: Spark, Hadoop, HDSF, XRS using public cloud a plus
  • Degree in Computer Science a plus
  • Experience working with Kafka/MongoDB/Micro services based architecture a plus

Key Skills
Education

Bachelor's degree

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