Professional-Application/Product Support

Overall PurposeResponsibilities are inclusive to Production Application Support (PAS) functions and/or Business Operations Assurance (BOA) functions. PAS responsibilities include: Performing Application Monitoring and Response, Application Problem Management/Resolution, Application Change Management and Implementation, Scheduling, Tuning and Configuration of Application and Infrastructure Components, Project Implementation work associated with new applications or changes to existing applications, and Service Assurance Management, Status and Metrics.Key Roles and ResponsibilitiesBOA responsibilities include: Works as a liaison and escalation point for clients and other IT organizations as a subject matter expert across the business and application towers for the business processes they represent; Management, ownership and/or leadership of Critical Business Services (CBS); Proactively utilize tools to analyze E2E Business Transaction Flows across Application Eco-Systems with Business Partners; Business flow Monitoring and Response; Issue Life Cycle Management/Resolution; Root cause analysis and resolution; Partner with COE and Business on Business Case justification; Service Assurance Management, Status and Metrics. Both PAS and BOA are responsible for the uptime and availability of supported applications as well as managing the deployment of application upgrades in the pre-production and/or test or production environment. Application support may include other associated software or hardware components required for the application to work. On call 24X7 in the event of an outage and must be knowledgeable about the specific applications they support. Work closely with COE and Development organizations for any defects, upgrades, or enhancements. Monitor application availability, or end to end application performance and metrics, via a standard tool set and take proactive actions as issues arise. Interface closely with 3rd party vendors as needed. Manage application availability issues, CBS ownership, application productivity, end to end business flowthrough, work user issues associated with customer ordering, provisioning, and service assurance, and help to coordinate integrated problem resolution. Solves non-routine problems by independently applying judgment to established analysis and standard approaches for CBS business issues and transaction flow thru issues. Provides administration of the tools necessary to support the CBSs: supports, tests and configures performance tools. Also . Oversight of vendor/supplier functions. Identifies areas for improvement and develops action plans to improve CBS and application performance. Oversight of SLAs (Service Level Agreements) and provides input on long range planning. Business Partner liaison and reporting. Participate in the established ITO Problem Management process.Preferred Bachelors degree in Business, Information Systems, Engineering, Math, or Sciences; Developer nanodegree; or equivalent experience. Experience: Typically requires 3-5 years experience. On call 24X7 in the event of an outage and must be knowledgeable about the specific applications they support. Advanced understanding of Operating Systems, UNIX, Linux, Shell, AWK. C, C, Java, Python and Hadoop. Basic understanding of network protocols and troubleshootingWe expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.