Job Summary:

• Deploy updates and fixes, provide Level 2 technical support
• Perform root cause analysis for production errors
• Investigate and resolve software configuration, data, and infrastructure issues
• Educate Level 1 support team, maintain knowledge base
• Keep close connection with development team, proactively learn from them
• Build and maintain tools to reduce time to diagnose and solve issues and improve customer experience
• Design procedures for system troubleshooting and maintenance
• Maintain and improve monitoring and alerting
• Development and maintenance of Standard Operating Procedures
• Sharing and promoting knowledge within the team
• Application of ITIL processes and procedures through planning and fulfilling appropriate project control requirements

Skills on Resume:

• Technical Support (Hard Skills)
• Communication and Training (Soft Skills)
• Collaboration (Soft Skills)
• Tool Development (Hard Skills)
• Procedure Design (Hard Skills)
• Monitoring and Alerting (Hard Skills)
• Standard Operating Procedures (Hard Skills)
• ITIL Framework (Hard Skills)

Job Summary:

• Own and bring to conclusion escalations by working across multiple teams such as support, infrastructure, engineering and operations in a Java-based, web Environment.
• Develops operational procedures and adopts standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close)
• Assists in representing Production Support to the organization ensuring that high-availability
• Identifying customer-facing issues is included in the development or deployment of new products and services
• Works with Architecture, Development and Systems Engineering teams to develop innovative solutions to attain high availability, scalability, and reliability
• Logs incidents within the Incident Tracking System [Service Desk], clearly documenting symptoms and identifies root cause and provide/recommend solutions.
• Logs searching using Log Stash, impact management, root cause analysis, and reports findings to Management and customers
• Ensures timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management
• Acts as incident owner, escalates to other support groups and follows the status of the incident until it has been confirmed to be resolved
• Works closely with technical support, engineers, customers, and other groups to narrow investigative efforts and resolve incidents
• Maintains critical documentation assets, such as customer contact lists, escalation procedures, scheduled job inventories, and operational cookbooks

Skills on Resume:

• Cross-functional Collaboration (Soft Skills)
• Operational Procedure Development (Hard Skills)
• Representation Skills (Soft Skills)
• Problem-solving and Innovation (Hard Skills)
• Incident Management (Hard Skills)
• Log Analysis (Hard Skills)
• Execution of Processes (Hard Skills)
• Documentation Management (Soft Skills)

Job Summary:

• Provides F5 customers and partners with a consistently outstanding support experience
• Proactively and effectively communicates status, plan of action, and resolution of issues
• Provides Level 1 to Level 3 technical support to remotely troubleshoot and resolve issues on F5 hardware and software products
• Manages multiple cases and prioritizes based upon customer and business needs
• Effectively manages case escalations to tier 3 (Engineering Services) while maintaining customer communication
• Maintains high schedule adherence (work hours and on-phone time)
• Participates in ongoing training with F5 products and related technologies
• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
• Pre-release load, stress, and failure testing in pre-production environment
• Backs office developer and pm tools implementation, integration, and support
• Assists in the automation of customer ops tasks and ensures their requirements with outward-facing customers are completed in a timely fashion (order reconciliation)

Skills on Resume:

• Technical Support Expertise (Hard Skills)
• Communication Skills (Soft Skills)
• Case Management (Hard Skills)
• Escalation Management (Soft Skills)
• Schedule Adherence (Soft Skills)
• Continuous Learning (Soft Skills)
• Ethical Conduct (Soft Skills)
• Testing and Automation (Hard Skills)

Job Summary:

• Maintain monitoring tools and alerting mechanisms to facilitate 24/7 support
• Investigate, own and resolve incidents, understanding of SSL certs, Key Stores.
• Undertake and plan installation, configuration, patching and preventative maintenance of customers' systems
• Troubleshoot applications, perform code analysis, bug identification and fixes, ready for deployment.
• Perform root cause analysis and event correlation making recommendations
• Perform key tasks to hot-fix and enhance deployments to production and non-production environments.
• Implements after-hours call facilitation, coordination and communications during critical outage situations
• Setup and Develop monitoring for both technical and functional calls, infrastructure level and container level monitoring.
• Coordinate and execute production releases.
• Serve as the first point of contact for inbound support requests via web, e-mail and phone.
• Establish and maintain working relationships with internal teams, including professional services consultants, product management, engineers, and support staff

Skills on Resume:

• Monitoring Tools (Hard Skills)
• Incident Management (Hard Skills)
• System Configuration (Hard Skills)
• Application Troubleshooting (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Deployment Management (Hard Skills)
• After-Hours Support (Soft Skills)
• Monitoring Development (Hard Skills)

Job Summary:

• Assures intake, analysis, follow up or escalation of support requests, in line with DN MandS processes.
• Identifies, records and classifies problems of low complexity and impact, investigates and diagnoses identified problems to propose changes for resolution of the problem.
• Detects, records and classifies incidents and initial support, investigation and diagnosis
• Resole and recover, incident closure, and incident ownership, monitoring, tracking and communication.
• Assists in the formulation and testing of resolutions to incidents, in close collaboration with experienced support engineer.
• Integrates up-dates, fixes and change requests of minor complexity in the customer's environment and escalates more complex issues to experienced support engineer.
• Documents own tickets and contributes to the preparation of technical documents, FAQs and release notes.
• Contributes to the analysis of root causes and change recommendations under supervision of more experienced support engineer.
• Absorbs lessons learned in order to further develop his/ her know-how.
• Maintain current functional and technical knowledge of the entire product line
• Manage and drive competing requests across simultaneous client engagements

Skills on Resume:

• Technical Troubleshooting (Hard Skills)
• Problem Identification and Classification (Hard Skills)
• Incident Management (Hard Skills)
• Collaboration and Communication (Soft Skills)
• Documentation and Knowledge Sharing (Soft Skills)
• Change Management (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Continuous Learning (Soft Skills)

Job Summary:

• Daily monitoring and alert responses, correct diagnosis, prioritize and independently address issues in a timely manner, documentation, Incident and Service tickets
• Following a Change Request from creation to completion, providing review, detail validation and execution of all tasks
• Tuning and upgrading the application stack to improve stability and uptime
• Root cause analysis on recurring issues, handover testing and root cause analysis
• Perform trend analysis and suggest improvements
• Log analysis and error resolution, tuning of platform monitoring
• Provide support on a rotating weekly shift and outside of regular 8-5 business hours
• Timely completion and maintenance of runbooks, and operational and other solution documentation.
• Familiarity with day-to-day use of monitoring/alerting systems
• Provide clear and constructive product feedback to product management based on customer requirements
• Help to document best practices in developing and deploying solutions

Skills on Resume:

• Troubleshooting (Hard Skills)
• Documentation (Hard Skills)
• Change Management (Hard Skills)
• System Upgrading (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Data Analysis (Hard Skills)
• Log Analysis (Hard Skills)
• Shift Work Availability (Soft Skills)

Job Summary:

• Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
• Debug software defects escalated through the field
• Build and maintain a library of technical documentation designed to help accelerate issue resolution
• Assist in software deployment activities
• Participate in client calls and explain Root causes to technical as well as business audiences with appropriate detail as necessary
• Manage workload and prioritize tasks according to severity and impact
• Manager tasks and tickets and keep a keen eye on things that look to repeat - and solve those with out of the box solutions
• Proactively prevent issues that could have a negative impact on customers
• Participate in an on-call rotation to ensure 24/7 coverage
• Coordination and implementation of maintenance tasks in the production environment
• Ensuring good communication to key stakeholders throughout

Skills on Resume:

• Technical Troubleshooting (Hard Skills)
• Software Debugging (Hard Skills)
• Documentation Management (Hard Skills)
• Software Deployment (Hard Skills)
• Communication Skills (Soft Skills)
• Task Prioritization and Management (Soft Skills)
• Problem-Solving (Soft Skills)
• Proactive Issue Prevention (Soft Skills)

Job Summary:

• Provide support for Live business communication applications, ensuring that they are available at all times to support business users and external customers.
• Support the team with technical expertise, product knowledge and personal development.
• Prioritise and investigate incidents before determining appropriate actions to take.
• Facilitate recovery, following resolution of incidents. 
• Making modifications to application data, changing application code, developing workarounds/tactical fixes
• Changing operating procedures, escalating to internal supporting teams or 3rd party vendors.
• Develop constructive relationships with development teams to ensure relevant solutions are appropriate, requiring minimal ongoing support.
• Identify and champion potential improvements to processes, ensuring risk controls and change processes are adhered to.
• Be involved during PI planning, including offering suggestions on ways to tackle the problem statement
• Working on improvement items to the platform using combination of Linux scripts, SQL scripts and Java coding changes

Skills on Resume:

• Technical Expertise (Hard Skills)
• Problem-solving Skills (Soft Skills)
• Communication Skills (Soft Skills)
• Adaptability (Soft Skills)
• Change Management (Hard Skills)
• Collaboration (Soft Skills)
• Analytical Thinking (Soft Skills)
• Continuous Learning and Development (Soft Skills)

Job Summary:

• Working in an environment with cross-functional scrum teams
• Implementing new security technologies and controls across the bank
• Using a broad range of technical skills to solve problems
• Collecting, analyzing and managing data to inform decision making
• Contributing to solution design, build and operationalisation
• Interfacing with technical teams to implement security solutions
• Helping teams adopt and adhere to a DevOps culture
• Constantly learning and developing skills
• Participating in testing SRE improvements from other team members
• Supporting team members while they test SRE improvements
• Take an active role in knowledge transfer sessions

Skills on Resume:

• Cross-functional Collaboration (Soft Skills)
• Security Technology Implementation (Hard Skills)
• Technical Problem-Solving (Hard Skills)
• Data Management and Analysis (Hard Skills)
• Solution Design and Operationalization (Hard Skills)
• Technical Interfacing (Soft Skills)
• DevOps Culture Advocacy (Soft Skills)
• Continuous Learning and Development (Soft Skills)

Job Summary:

• Support and maintain internal and customer facing applications.
• Work on continuous improvement projects and defect fixes.
• Monitoring and resolving application related incidents, feeding into incident and problem management processes.
• Providing data and statistical reports to stakeholders both technical and non-technical.
• Ensuring good engineering practices and knowledge sharing within team
• Work with the entire organization, interacting with software, machine learning and product teams
• Research and troubleshoot of platform difficulties
• Help to improve the stability of internal software and tools
• Establish process standardization within own software, providing a better experience for teams and clients
• Initial screening of platform issues to recommend solutions, required steps and trade-offs.

Skills on Resume:

• Application Support and Maintenance (Hard Skills)
• Continuous Improvement (Hard Skills)
• Incident Management (Hard Skills)
• Reporting and Communication (Soft Skills)
• Engineering Best Practices (Hard Skills)
• Cross-Functional Collaboration (Soft Skills)
• Research and Troubleshooting (Hard Skills)
• Process Standardization (Hard Skills)

Job Summary:

• Work collaboratively with application support team members to analyze and resolve complex problems in customer implementations
• Contribute to lessons learned from support issues for future enhancements to Split Limit Studios’ products
• Dig deep into the Java code to understand why a particular problem is occurring for a particular customer
• Write and execute SQL database queries
• Make changes to customers’ data, incident Management
• Day-to-day infrastructure administration and operations: troubleshooting, problem-solving, root cause analysis supporting the various team members as well as clients
• Assist with the deployment, upgrading and monitoring of services
• Creating and maintaining technical documentation
• Finding and mitigating performance bottlenecks
• Weekend planned infrastructure maintenance work
• Out-of-hours availability for incidents and urgent issues

Skills on Resume:

• Java Programming (Hard Skills)
• SQL Database Management (Hard Skills)
• Incident Management (Hard Skills)
• Infrastructure Administration and Operations (Hard Skills)
• Deployment and Monitoring (Hard Skills)
• Technical Documentation (Hard Skills)
• Performance Optimization (Hard Skills)
• Availability and Flexibility (Soft Skills)

Job Summary:

• Supporting common user issues – Windows OS, Office 365, etc.
• Tier 3 escalations related to end user computing issues.
• Work on integrating those companies and their end users into their environment
• Application upgrades – work with vendors, testing new SW prior to deployments
• Participate or lead other projects related to end user commuting as they come up
• Support and assist enterprise end-users with production issues, inquiries, and requests raised through Incident Management system
• Provide IMS Traditional applications with Production/UAT support.
• Troubleshoot environment availability, analyze issues and work with the IT team and Business Users for a timely resolution. 
• Provide severity and scope analysis of issues, inquiries, and requests. 
• Maintain ownership until resolution of technical issue and provide a concrete explanation of resolutions to issues.
• Ownership of production environment for the purpose of ensuring product availability and stability.

Skills on Resume:

• Technical Proficiency (Hard Skills)
• Problem-Solving Skills (Hard Skills)
• Project Management (Hard Skills)
• Vendor Management (Hard Skills)
• Incident Management (Hard Skills)
• Application Support (Hard Skills)
• Communication Skills (Soft Skills)
• Ownership and Accountability (Soft Skills)

Job Summary:

• Deploy updates and fixes, provide Level 2 technical support
• Perform root cause analysis for production errors
• Investigate and resolve software configuration, data, and infrastructure issue
• Educate Level 1 support team, maintain knowledge base
• Keep close connection with development team, proactively learn from them
• Build and maintain tools to reduce time to diagnose and solve issues and improve customer experience
• Design procedures for system troubleshooting and maintenance
• Maintain and improve monitoring and alerting
• Development and maintenance of Standard Operating Procedures
• Sharing and promoting knowledge within the team
• Application of ITIL processes and procedures through planning and fulfilling appropriate project control requirements

Skills on Resume:

• Technical Support (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Education and Knowledge Management (Soft Skills)
• Communication (Soft Skills)
• Tool Development (Hard Skills)
• Procedure Design (Hard Skills)
• Monitoring (Hard Skills)
• ITIL Application (Hard Skills)

Job Summary:

• Provide 1st line and 2nd line support for critical business applications e.g. Aladdin, trading venues such as Bloomberg EMSX, Tradeweb, Liquidnet and CodeRed Research.
• Provide support to business users by investigating and resolving application errors, data discrepancies and queries.
• Day-to-day management of support issues adhering to current processes. 
• Working with 3rd party vendors and managing the relationship.
• Proactive monitoring of issues/problems, working in collaboration with other team members.
• Evaluate and Design production support procedures, policies, documentation and provide feedback.
• Participates in the application of system patches, security patches and third-party updates to maintain systems at a high level of performance, availability and security.
• Troubleshoot application/OS support-related issues for end users. 
• Installs, configures, troubleshoots, monitors and maintains software.
• Maintain a consistent, high-quality, customer-focused orientation when providing services to various stakeholders.

Skills on Resume:

• Technical Proficiency (Hard Skills)
• Problem-Solving (Hard Skills)
• Process Adherence (Hard Skills)
• Vendor Management (Soft Skills)
• Proactive Monitoring (Hard Skills)
• Policy Evaluation (Soft Skills)
• Patch Management (Hard Skills)
• Software Maintenance (Hard Skills)