Job Title: Senior Application Support Analyst (C12) Group: Services - Client & Services Assurance
Team: Hypercare - Orion

Job Summary

We are looking for an experienced App Support Senior Analyst with strong techno-functional skills to join our Orion team. The Orion group is primarily responsible for monitoring critical business flows for Services Payments, following Site Reliability Engineering (SRE) principles to reduce incident detection and resolution times (MTTR).

This role provides a unique opportunity to gain end-to-end knowledge of our Services business flows. You will be responsible for detecting application failures, payment processing slowdowns, and other issues, and then leading the deep-dive investigation and incident handling process. This is a key role in identifying and removing operational toil and improving the overall client experience.

Key Responsibilities

• Provide production support by monitoring critical payment processing flows.
• Investigate alerts to perform deep-dive analysis and identify the root cause of issues.
• Engage and escalate complex or major incidents to the appropriate Payments Tech, Production Support, or subject matter expert teams.
• Manage stakeholder communication regarding system and business service availability.
• Facilitate Major Incident Management, including the coordination, communication, and escalation of incidents impacting Services Payments flows for our client-facing teams.
• Identify and lead service efficiency and stability improvement projects to enhance the overall client experience.
• Act as a liaison between Business and Technology teams, ensuring rapid escalation of incidents and lending a business perspective to remediation efforts.

Job Skills & Technical Qualifications

• Experience: 7+ years of relevant work experience. A background in financial services or the payments domain is a significant plus.
• Technical Skills:
  • Hands-on experience with common database technologies and SQL queries (e.g., Oracle, Mongo DB, Sybase).
  • Working knowledge of popular application monitoring tools (e.g., Grafana, ITRS Geneos, AppDynamics).
  • Good understanding of middleware technologies (e.g., MQ, Kafka).
  • Basic understanding of web server technologies (e.g., WebLogic, WebSphere).
  • Working knowledge of ITIL tools like ServiceNow. An ITIL Foundation Certification is preferred.
• Core Competencies:
  • Strong technical troubleshooting and problem-solving skills.
  • Excellent verbal and written communication skills.
  • A solid understanding of Observability, Site Reliability Engineering (SRE), and Open Telemetry Principles.

Education

• A degree in a technology-related field.

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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