Production Support/Dev Ops Engineer

Dexian LTD. - Chicago, IL

Full-time - Mid Level

Chicago, IL

10,001+ employees

About the position

The Production Support/Dev Ops Engineer role is a critical position within our Wealth Management business, focusing on supporting product operations, partners, and clients. This position requires collaboration with Application Development teams to implement business solutions through agile practices while managing production issues effectively. The ideal candidate will have a strong background in modern cloud technologies, particularly within the financial sector, and will be expected to demonstrate excellent leadership and communication skills. Given the nature of the role, the candidate should be prepared for critical incidents that may require support during weekends and after hours. In this role, you will lead efforts to ensure production stability by preventing issues and enhancing overall system reliability. You will be responsible for tracking and managing incidents, changes, and problems for assigned applications, providing regular updates to stakeholders regarding incident progress, and identifying measures to improve application stability and availability. As a Subject Matter Expert for your assigned application domain, you will troubleshoot production issues through monitoring and log analysis, attend regular meetings with project and development teams to prioritize fixes, and engage in direct systems projects, including project planning and management status reporting. Additionally, you will ensure compliance with audit requirements, manage coordination with onsite and offshore Managed Services providers, and support applications while driving continuous improvement efforts. Your responsibilities will also include raising support tickets for issues, analyzing root causes, and assisting in the efficient resolution of production issues. The role requires availability for on-call support after office hours, including weekends, to address high and critical production issues. You will work closely with vendors and support staff to ensure timely resolution of support tickets.

Responsibilities

• Lead production stability efforts by preventing production issues and improving production stability.
• Track and manage incidents, changes, and problems for assigned applications.
• Provide regular and high-quality updates to all stakeholders on the progress of incidents, including SLA risks and breaches.
• Identify measures to improve application stability and availability to enhance support service delivery.
• Develop expertise as a Subject Matter Expert for assigned application domains.
• Troubleshoot production issues through monitoring and log analysis.
• Attend regular meetings with project and development teams to discuss production issues for prioritization, fixes, and releases.
• Engage in direct systems projects, including project planning, management status reporting, systems specifications, and implementation.
• Ensure compliance with all audit requirements, including change control procedures and data security.
• Manage and coordinate with onsite and offshore Managed Services providers and offshore partners to support applications and drive continuous improvement efforts.
• Coordinate with various teams, including offshore staff, to raise support tickets for all issues, analyze root causes, and assist in efficient resolution of production issues.
• Attend on-call, after office hours, including weekends, to support high and critical production issues.
• Work with vendors and support staff on support tickets and follow up regularly until resolution is found.

Requirements

• 5-6 years of application development/support experience using modern technical frameworks and architecture.
• Experience collaborating with external technology teams.
• Support experience with multi-channel applications (web, mobile, API, etc.).
• Good to have past experience in a DevOps or SRE role.
• Understanding of the Secure Software Development Lifecycle (SSDLC) and/or other methodologies.
• Experience working on projects in an Agile/XP environment.
• Experience using technologies such as Java, J2EE, Pivotal Cloud Foundry, Cloud Computing (IaaS, PaaS, SaaS), RESTful interfaces, GIT, Gradle, Maven, NPM, Spring (Spring Batch and Spring Boot), Bootstrap, CSS3, HTML4, React.js, Node.js/JavaScript, Oracle PL/SQL.
• Strong communication and interpersonal skills with a solid technical background.
• Ability to multitask in a fast-paced environment and explain technical issues in layman's terms.
• Strong leadership and team player skills to work as part of a global support team.

Nice-to-haves

• Experience working effectively with diverse groups around the world, including IT management, technology staff, business partners, consultants, vendors, and clients.