Production Support Analyst

Job Description:

About us: 
We are a global financial services firm and a market leader in investment banking, securities, investment management and wealth management services. At our Technology, we are shaping the future of our global business and contributing to our local community. Our team works across numerous areas.

We are an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.
Build a career with impact.

We offer: 
- To work with some of the best professionals in the business - for a firm that values individual intellect as much as teamwork
- State-of-the-art facilities that are designed to maximize collaboration
- Flexible working arrangements 
- Exciting challenging opportunities for constant learning and advancement

Team Profile: 
Our Technology develops and oversees the overall technology strategy and bespoke technology solutions to drive and enable the institutional businesses and enterprise-wide functions.

Position Description:
We are looking for a Production Support Analyst to join the Global Company's Technology team. This role will be based in South Jordan, Salt Lake City, Utah.
- Interested in Supporting distributed Platform
- Likes to work in a fast-paced dynamic environment and you are not afraid to change things to make them better. 
- Enjoys new technological challenges and solving hard problems. 
- Aspires to join a global production support team focused on improving production plant and stability for the systems and building relationships with the downstream consumers of the systems.

Responsibilities: 
- A Production Support analyst will primarily be responsible for managing the technology stack to ensure we are providing the expected service to our clients through proactive system alerts, incident management, problem management and user escalations/tickets via ServiceNow
- You will troubleshoot issues across the entire stack: hardware, software, application, and network. 
- Manage Incident calls with IT partners, Infrastructure teams and other technology stakeholders 
- Collaborate with development teams and users to resolve Support issues
- Identify areas for improvements including automation, toil reduction, resiliency and observability across the platform and help build up the knowledge and documentation for the team
- Operate on a follow-the-sun support model, with global production support coverage in Asia, EMEA and North America. You will participate in weekend and off hours on-call on rotational basis, and be point of escalation during critical incidents 
- Ensure that our global teams are working together and following consistent procedures and practices.

Qualifications:  
Skills Required: 
- 1 to 5 years practical experience in Production support or similar role. 
- Working knowledge of UNIX/LINUX operating system, Any scripting language (E.g., Shell Scripting, Python, Perl,or JavaScript) and a Relational database (E.g., Sybase, DB2, SQL, Postgres and so on) 
- Experience in troubleshooting Application Issues and Managing Incidents
- Excellent and confident communicator to manage high-pressure environment

Skills Desired: 
- Bachelors’ Degree in Computer Science, or an engineering field
- Prior Financial Industry experience is desirable. 
- Familiarity with SRE principles and practices, such as service level indicators (SLIs), service level objectives (SLOs), error budgets, incident management, postmortems, and blameless culture.
- Exposure to modern Observability Tooling such as Prometheus, Grafana, Kubernetes, Docker, Ansible etc.
- Knowledge of ITIL Principles, SDLC, and Agile development is desired
- Experience in Cloud / Distributed computing technology or certification is a plus