Role and Responsibilities
Take stock and ownership of customer-reported issues (typically in a case tracking system)
Understand the issue/scenario reported in the case; seek clarification as necessary from Level 1 resource and/or case reporter
Identify solutions for reported issues/scenarios from a knowledge base
Communicate with the stakeholders within agreed turnaround times (TAT)
Guide and respond to questions from Level 1 or Level 3 resources
See logs/error messages provided in cases, relate them to code to arrive at possible solutions and suggest to case reporter, OR escalate to Level 3 support team as needed
Reproduce reported issue/scenarios in a lab environment in an attempt to get more information and/or resolve the issue
Create detailed bug reports in bug tracking system
Document and prepare runbooks
Monitor predefined jobs, processes, queues, DB procedures, log files/error messages, and alerts, as well as any other system components that are needed to monitor healthy functioning of the system
Identify and suggest additional monitoring tools/processes that may support better upkeep of the system
Preferred Qualifications
Bachelor's degree (or local equivalent) and 1-3+ years of software development and production management experience required
Solid knowledge of Unix/Linux environments; ability to monitor applications and verify logs to determine underlying issues
Strong understanding of Java: ability to write simple code and identify bugs
Experience with SQL, working in one relational database required; ability to understand and write SQL queries
Computer Science concept of data structures in practical use cases
Proven ability to problem solve in a development or production environment, including experience observing patterns, analyzing root cause, and proposing solutions
Good communication skills with ability to articulate the technical and functional aspects of a development/production problem to help drive solutions with app dev teams and senior stakeholders
Experience with and understanding of scripting languages such as Shell, Perl, JavaScript, Python, or similar
Experience in the Financial Service Industry a plus
Experience in Cluster Computing and Big Data solutions: Spark, Hadoop, HDSF, XRS using public cloud a plus
Degree in Computer Science a plus
Experience working with Kafka/MongoDB/Micro services based architecture a plus
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