Production Services Specialist II

Production Services Specialist II position requires excellent written and verbal communication skills. As well as the ability to prioritize deliverables and work incidents while driving teams to achieve restoral ASAP.

This support role covers multiple applications and focuses on 24x7 incident management including troubleshooting, triage leadership (driving the incident resolution calls / call leader) and escalation; support of scheduled change an routing activities and ad-hoc work requests. Creation and updating of triage documentation, ensuring data integrity and data quality in "systems of record".

Drive process improvement efforts, looking to innovate in our processes and tools. Must be able to communicate clearly with all levels of management "knowing your audience" and their expectations when doing so.

Provide the right context and level of detail in executive summary/communications.

Digital Platform Support Team (DPS) is responsible for supporting the day-to-day operations of the Digital/Online Banking and Brokerage platforms. DPS involvement spans the entire operational support cycle including interactions in Problem/Incident Management, Production Governance, Triage, Associate Support, etc.

The DPS team responds to or identifies possible production failure scenarios, facilitates triage efforts and creates incident documentation tickets and potentially problem tickets in tracking system of record for use by various parties to remediate and correct issues and to track for future reference and diagnosis.

Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards for team processes. Takes ownership of escalations and troubleshooting efforts, analysis, research

Experience/ Skills:

- Candidate will be able to resolve more complex issues, working on problems of moderate to advanced scope where analysis of situation or data requires review by a skilled eye.

- Can exercise sound judgment with minimal direction to determine appropriate action.

- Should have strong knowledge of basic Online Hosting technical principles, concepts and techniques. Fully competent to work under general direction on complex projects usually on specific assigned problems.

- Has strong knowledge of services or business functions for which technical support is needed.

- Typically has 5 - 8 years of experience in IT or equivalent.

Experience in a Production Support environment

- Ability to work under pressure

- Excellent verbal and written communication skills

- Ability to Prioritize deliverables

- Ability to work independently or as a team Player

- Ability to read log files - Using Splunk

- Ability to write simple queries

- Flexible schedule required, some nights, weekends and holidays

Experience with Introscope, Gomez (Dynatrace) and other monitoring tools - AppDynamics, Catchpoint

- BMC Remedy

- Service now

- Problem Solving

- Analytical skills

- Ability to multi-task

- Excel, PPT, One Note

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.