Role Description The individual in this role will provide front line support to end users responding to issues related to Incidents and Problem Management Governance for multiple applications, with the primary focus of triage leadership on all business impacting incidents. Responsibilities of this role include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures. This role is the key focal point for the customer/client /associate experience and owns restoring complex/major production incidents under tight Service Level Agreements (SLAs) and pursues root cause and problem resolution follow up. Key Responsibilities Lead production support triage efforts for all impacting incidents; manage bridge line troubleshooting and appropriate team engagement; engage in technical research and troubleshooting; and escalate to next level of leadership as needed. Identify business impact, interpret monitors, dashboards, and logs; write queries to accurately calculate impacts as applicable to the line of business and validate information from junior team members; approve and communicate all impacts to appropriate leadership, communications channels and so on. Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent and ensure any necessary reconvenes are scheduled. Communicate clearly with all levels of management, line of business contacts, vendors and so on. Responsible for ensuring all impacts are recorded and are documented accurately in the system of record and may provide oversight of impact records for multiple junior team members. Participate in and drive the documentation of application flows, upstream/downstream impacts during outages, the customer experience in failure scenarios, contacts for various support needs and ensures appropriate documents and wikis are up to date and available for use during triage. Responsible for the data quality and completion of incident tickets and is responsible for daily, weekly and end of month reporting of data quality. Assess and prioritise research requests, ad hoc reports and offline incidents at the direction of the Technology Services Specialist and delegate work as needed to junior team members and peers. Support 24 x 7 On Call responsibilities for any business impacting incident. Understand application functionalities and application flows to back-end systems. Manage and coordinate all activities necessary to identify root cause, initiate resolution of problems, and identify preventative actions and Requests for Change reporting. Serve as a subject matter expert (SME) for an application(s) within your portfolio, have extensive knowledge of application functionalities and application flows to back-end systems. Identify possible production failure scenarios, vulnerabilities and opportunities for improvement and take ownership of restoral or escalation to appropriate development teams. Promote and enforce production governance during triage/testing and fix efforts; exercise judgement to determine appropriate actions. The Team This is an established Application Production Services team that supports the Finance Treasury Line of Business. The team is a global team with team members located in Dublin, India, and the US. Core skills - Required and Preferred Extensive experience of providing Application support. Be familiar with the ITIL framework - Request management, Incident, Problem, Change and Release Management. Strong communication skills (verbal and written) and ability to communicate efficiently and timely well to other verticals, business and technology partners. Hands on experience supporting Linux and Windows hosted applications. Hands on experience with Database (Oracle & SQL Server) and writing SQL. Self-starter and independent worker, ability to work with minimum supervision. Day to day task requires the ability to solve production down situations under tight SLA deadlines, identify incident root cause and corrective actions. Experience in Automation and Process Improvement - identify and implement solutions and simplify support tasks. Ability to lead meetings and triage calls. Nice to have: Experience with BCP and Disaster Recovery. Working knowledge of trading products Experience with scripting - Shell/Perl/Python. Experience in monitoring tools like ITRS Geneos. Familiar with Messaging and Middleware
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