Application Production Support

Title : pplication Production Support

Location : Hybrid 3 days a week - Plano, TX or Chandler, AZ

There are 6 positions.

The Application Production Support role is within the Banking Production Services group, where the successful candidate will be part of the team providing 24 x 7 follow the sun support coverage and be responsible for providing day to day operational support for real-time banking applications for our Global Banking business. In this role you will be required to work through resolving issues and incidents that are related to the system or reported by business users, as well as support change and release activities. You will also be required to assist and work closely with technology and business partners to assist in risk, audit and regulatory activities that the team get engaged in to maintain the application.

• Provide day to day production application support.
• Investigate and troubleshoot issues on banking platform and associated applications, participate in incident bridges, ensuring all required individuals are on the call and are actively seeking to resolve the issue(s).
• Provide technical support on payments applications, providing in-depth technical analysis as required on varying platforms in the event of issues being reported, as well as following up post issue to investigate and determine root cause, identifying and implementing mitigating solutions to ensure issues do not reoccur.
• Document and maintain operational procedures including documents used to resolve issues, problem tickets, as well as ensuring all contingency related documents are accurate and up to date.
• Fulfil risk, audit, and regulatory requests.
• Stakeholder management, particularly with CIO and business partners.
• Engage in initiative work as and when required.
• Continually look to identify and drive process improvement opportunities - improved monitoring, automation, simplifying processes.
• Excellent verbal and written communication skills.
• Excellent problem-solving skills.
• Technology background, ideally with at least five years on work experience in Mainframes COBOL, JCL, IMS DB / DC, DB2, BMC utilities, REXX, MarkIV, TWS, CA7, FILE MANAGER, TSO, Endevor, release management tools, Dump Reading, Transmission protocols (NDM, FTP), APIs, MQ, ticketing systems, IBM utilities, Microsoft Office Products, Web technologies a plus, excellent communication skills, Root Cause Analysis.
• Experience with SQL Database query language, Splunk and other monitoring tool exposure.
• Experience in application support processes including incident management, release management, risk governance, etc.
• Knowledge and experience in problem and conflict management
• Dedicated in process improvements and tool improvements to make the entire project execution more efficient and simplified.
• Ability to work and manage stakeholders across business and technology groups who are based in various locations as required.