Service Operations Specialist

Sept 2017 Branding; Woodbridge Township (NJ); Hybrid; USD 90,000 - 110,000; Full time

Job summary

Sept 2017 Branding is seeking an IT Operations and Application Support professional based in New Jersey to provide remote and on-site support for critical banking applications and vendor packages. You will work through development, user acceptance testing, and production environments, ensuring service levels and change control standards are met.

The role requires strong incident management, problem-solving, and collaboration with development and operations teams.

Qualifications

• Bachelor’s degree or equivalent.
• Prior IT operational support experience across business-critical Production infrastructure, applications and database services.
• Industry standard IT certification – Microsoft/Linux
• ITIL certification

Responsibilities

• Provide remote and onsite support for CLS internally developed business critical applications and 3rd party vendor packages through Dev, UAT Test and Prod.
• Investigate defects or problems; work with the internal CLS Development team and external vendors to identify workarounds and support fixes as part of service improvement.
• Implement changes or fixes to applications and support other technical changes affecting CLS Business Systems; follow Change Management procedures in Test and Production environments.
• Ensure the BAU Service is prioritized and faults, incidents and problems are responded to efficiently without SLA breaches.
• Upgrade or maintain software minimizing business impact.
• Provide 24/7 on-call cover on a rotational shift.
• Participate in Disaster Recovery testing and maintain documentation.
• Participate in planned weekend work and CAB representations.
• Lead and mentor junior team members and support release/transitions of IT services.

Skills

Enterprise Windows support

Banking applications

SQL databases

PowerShell

Incident and problem management

Release Management

Education

Bachelor’s degree or equivalent

ITIL certification

Microsoft/Linux certifications

Tools

ServiceNow

Remedy

IIS

Apache Tomcat

BizTalk

IBM WebSphere MQ

VBScript

JavaScript

Job description

Major duties and responsibilities of the job

Operational

• Provide remote and onsite and support for CLS internally developed business critical applications and 3 rd Party vendor packages through Dev, UAT Test and Prod. Manage and escape problems as appropriate.


• Investigate defects or problems; work with the internal CLS Development team and external vendors to identify workarounds and support any fixes that are required as part of service improvement.


• Implement changes or fixes to applications. Support other technical changes being made which affect the CLS Business Systems. Follow the CLS Change Management procedure and other standard practices in installing and configuring applications in Test and Production environments.


• Ensure that the BAU Service is prioritised and all faults, incidents and problems are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place.


• Upgrade or maintain software at a time when the impact to the business is minimised.


• Provide 24/7 on-call cover on a rotational shift basis.


• Participate in regular Disaster Recovery testing activities.


• Create, maintain and review operational process and support documentation


• Participate in planned weekend work as required.


• As required, provide representation for Application Support changes at the weekly/daily CAB. Ensure other team’s changes do not have an impact on the delivery of the application services.

Strategic

• Ensure CLS internal systems are managed to the highest standard by following industry best practice.


• Actively contribute to the development of existing and new IT process and procedures to enhance service transition and service operation lifecycle stages.


• Demonstrate good problem management ownership and prevention of SLA breach under the Incident/Problem Management processes.


• Demonstrate self-starter capabilities identifying areas of improvement and taking action in order to address service impacting issues.

Leadership

• Provide support to the team lead/deputy lead roles and act as a point of escalation for the junior members of the team.


• Lead and oversee the successful release and transition of new IT services into support, meeting the team’s service acceptance criteria.


• Through example and behaviour, strive to provide peer leadership to other team members ensuring a level of excellence is achieved in delivering the service.


• Mentor junior members of the team, both technically and professionally

Essential Qualifications

Experience, education and any certifications as necessary for successful job performance

• Bachelor’s degree or equivalent


• Prior IT operational support experience across business-critical Production infrastructure, applications and database services.


• Industry standard IT certification – Microsoft/Linux


• ITIL certification

Knowledge, Skills and Abilities

Competencies required for successful job performance

• Must have strong experience for supporting production applications in an enterprise Microsoft Windows environment


• Must have strong experience of supporting proprietary developed business critical banking applications.


• Strong experience of providing cross training on application solutions and operational processes to colleagues.


• Ability to support web based applications that run on IIS, Apache Tomcat, etc.


• Working knowledge of SQL database and basic network configuration


• Scripting knowledge in languages such as PowerShell, VB script, SQL Java scrip


• Experience in working with ticket systems such as Service Now or Remedy and a strong understanding of service priorities and SLA’s.


• Strong documentation and technical writing skills.


• Ability to plan and implement technical changes without unexpected disruption to the service and with minimal oversight.


• Ability to collaborate effectively with Development and other operational support teams in to support the service.


• Strong experience of Release Management processes for the deployment of application packages from development through to production environments.


• Knowledge of ITIL framework (solid understanding of Incident, Problem, Change)


• Experience of supporting middleware applications such as BizTalk, IBM WebSphere MQ etc.


• Knowledge of Banking Systems and related industry standard practices

Key success indicators:

Characteristics contributing to an individual's ability to excel in the position

• Possess a strong service-oriented mind set who can consistently deliver a high level of service to the business.


• Proactive individual who can take the lead in engaging with the business users and to support the environment with minimal oversight.


• Self-motivated to exceed management expectations and objectives.


• Demonstrate strong technical, analytical and problem-solving skills.


• Able to manage their time effectively and prioritise their own workload in order to meet changing demands from the business.


• A high level of presentation and communications skills with the ability to communicate confidently with both business and technical staff at all levels.


• Ability to engage with the business to effectively support the environment with minimal oversight.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.