Technical Support Engineer

Synechron
New york city, NY
01 May 2024

Vacancy expired!

eSynechron gives you the opportunity to embark on more than just a career. Unlike other firms, the combination of our approach – business process knowledge, digital design, and core technology delivery excellence – and financial services expertise gives us a competitive edge to tackle industry problems from any vantage point. We drive transformative change by developing for tomorrow’s challenges and empower leading global financial firms to accelerate digital.Synechron started in 2001 as a small, self-funded team and we’ve continued building from the ground up, watching our organization grow to over 14,000+ people spread across 40 offices in 17 countries within key global markets.From our solid financial services industry foundation, we have become a prominent global digital consulting firm for large financial services and technology firms. With a key focus on trust, and in partnership with our clients, we’re leading modernization and digital optimization journeys with expertise that spans Consulting, Data, Design, Cloud and Engineering across various industries. We can provide you with customized end-to-end solutions that drive business value.

Required Skills:
  • good communication skills
  • will have to work some Friday’s nights & Saturdays for release checkouts
  • strong SQL, AWS and salesforce knowledge

    • L2 Roles & Responsibilities:
    • Troubleshoot production defects that can’t be solved by L1 support and provide preliminary root cause analysis, impact, tactical fix when possible
    • Update runbooks /documentation based on troubleshooting steps
    • Document P1/P2 Issues
    • Escalate issues with thorough documentation on analysis already completed to Scrum team
    • Organize and Lead scrum calls for P1/P2 issues (initial and follow up)
    • Enter service tickets for issues related to vendor applications
    • Provide internal communication of outages to decide on the severity of the issue to:
      • Ensure L1 group provides User Communication of P1/P2 issues when appropriate
      • Ensure L1 submits a Major Incident Management MIM) ticket for any outages
      • Close MIM when issue has been corrected and postmortem has been supplied
    • Mange Releases and communicate with L1 support:
      • Participate in design Reviews and Q&A
      • Review releases schedule and verify with scrum teams
      • Ensure demos are scheduled for correct days by scrum team
      • Publish meeting minutes of demoes for outstanding items
      • Review all release notes for designated area
      • Keep runbooks and knowledge documents updated with latest information
      • Escalate lack of runbook documentation
      • Provides “ops” requirements from a supportability standpoint to user stories (during grooming or sprint planning)
      • Organize resources for coverage
      • Ensure is completed per release
      • Provide management with acknowledgment that each release is ready to be approved in change management
      • Perform Application Checkouts or ensure L1 team has enough information to provide checkouts
    • Periodically provide insights and metrices on production stability and (mean) time to response/resolution

    SYNECHRON’S DIVERSITY & INCLUSION STATEMENTDiversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
    • ID: #49835665
    • State: New York New york city 10045 New york city USA
    • City: New york city
    • Salary: $60 - $70
    • Job type: Permanent
    • Showed: 2023-05-01
    • Deadline: 2023-06-20
    • Category: Et cetera