Senior Support Analyst (.NET Applications Support)

This person will support digital online applications that are custom-built banking solutions that our customers will directly use.

Participate with other developers and/or contractors in troubleshooting and identifying problems.

Provide technical support on technical matters

Show drive and interest in learning new systems, applications, technologies, and most importantly business domains

Work in a fast-paced environment and will be good at multitasking

Provide Incident and Problem Management support for all Digital applications

Research and fulfillment of On Demand/Ad hoc requests by multiple business areas for all Digital applications

Good to have Digital Application Monitoring utilizing the following tools:

DynaTrace

SPLUNK

Production Assurance for Infrastructure Releases

Disaster Recovery support for annual Testing

Maintenance window monitoring

Work with Digital Development teams to document production issues that require code fixes and assist with validating and closing out any defects

Status update in Daily Service Review Meetings

Update and Manage Runbooks and Maintenance reference Manuals on Support wiki site

Provide Level 1 & Level 2 support for application and platform issues

Ensuring monitoring alerts and systems events are assessed, prioritized, and assigned

Manage customer impacting incidents including business impact assessment, technical resolution, engagement, and communications

Own incident resolution and keep user informed of status

Provide expected time of availability for delayed streams and processes

Update ticket resolution status and details in the ticket management system(s)

Respond to user requests and queries

Escalate incidents to Level 2/3 development team as needed with summary analysis

Escalate incidents to appropriate interfacing support team or external teams such as product vendors

Update knowledgebase with support information (ex. Known errors and solutions for these errors)

Provide clarifications on data issues identified in the application Preferred Qualifications:

Working knowledge of SQL Server or equivalent

Self-directed / Independent problem solving

Excellent oral and written communication skills

Experience operating in a large-scale environment

Exhibit best practices, follow standards and present suggestions while remaining flexible and open

In-depth knowledge of different SDLC methodologies including Waterfall, Agile, etc.

HTML 5, CSS 3, JQuery UI, ASP.net MVC, website accessibility standards

Professional experience with the .NET framework (C#, ASP.NET, XML) or Java

Performance analysis and tune JVM based services

Professional experience with scripting languages (e.g., PowerShell, Python, etc.)

Knowledge of TFS to manage an Agile development lifecycle

Experience in financial industry and in a Regulatory and Compliance environment preferred

Familiarity with large scale system monitoring and alerting frameworks

Expertise utilizing Cloud Infrastructure such as Azure, AWS

Experience creating effective resource plans that ensure a high level of performance

Experience developing repeatable processes and metrics that maximum uptime, reliability, and predictability

Experience with Agile and DevOps methodologies