L3 Technical Support Engineer

Project description

Enterprise-wide system for a top-tier investment bank serving as a golden source of reference information about Clients - Client lifecycle Management and Counterparty Management. KYC and Regulatory requirements maintenance as well in the scope. Functions are landing, processing, storing, and distribution of information within multiple layers as per complex Enterprise application architecture. Channels are UI, Web services, Files, and JMS.

Methodology is Agile (Scrum). Team setup : Oracle, Java, QA, Analyst, PM.

The virtual team is spread throughout Singapore, India, Kyiv, London, and New York.

Responsibilities

Process and resolve Production incidents and User Queries (Incidents / Service Requests)

Root cause analysis using UI behavior, Specification Documents, and Database Data Analysis, as well as server log outputs

Defect tracking

Issues Reproducing

Workaround proposal (technical & logical)

Communication with technical teams and clients, incl. Dev team collaboration on issue resolution

Knowledge base Articles creation

Reporting creation

Future involvement in deployment

Skills

Must have

Overall, the role requires 4+ years of experience and basic knowledge of IT systems

Core and essential are data analysis skills based on applying advanced SQL

Shell, Git, Splunk, New Relic

Since users might share plenty of data in Excel, to be comfortable with Excel functions (no macros needed)

Nice to have

Pega, Kubernetes, Docker, ITIL

Oracle, Java, dBusJMS, Java Message Service (JMS), REST API, XML

Experience with Ansible

Basic Experience with Jenkins