Production Support Engineer AT Chicago, IL / Hybrid

 

Project Overview: This role will support our Wealth Management business, product , operations, partners and clients . As a support associate you will collaborate with Application Development teams to implement business solution through agile practice and manage production issues.

Contractor's Role: The ideal candidates will possess excellent leadership and communication skills coupled with a solid understanding of modern cloud technologies preferably in the financial sector. Critical incident may require weekend and/or after-hours support. Resource Private passport production issues/ INC/Change /Projects

Qualifications: Previous experience supporting mission critical applications

Tasks & RESPONSIBILITIES:
Lead production stability effort by preventing production issue and improve production stability.
• Track /Manage Incidents /Change /Problems for assigned applications.
• Provide regular and high-quality updates to all the stakeholders on the progress of the incidents, including SLA risks/breaches.
• Identify measures to improve applications stability and availability to improve support service delivery.
• Develop to become a Subject Matter Expert for assigned application domain.
• Troubleshoot production issues through monitoring and log analysis.
• Attend regular meeting with Project/Development teams to discuss production issues for prioritization, fixes and release.
• Engage Help direct systems projects, including project planning, management status reporting, systems specifications and implementation
• Help ensure compliance with all audit requirements including change control procedures and data security
• Manage and coordinate with onsite and offshore Managed Services provider and offshore NT partners to Support applications and drive continuous improvement efforts.
• Coordinate with various teams, including offshore staff, and raise support ticket for all issues, analyze root cause and assist in efficient resolution of production issues.
• Responsible to attend on-call, after office hours including weekend to support High and Critical production issues.
• Ability to work with vendors and support staff on support tickets and follow up regularly till resolution is found.