Job Description
Transcend is seeking an L2/L3 Production Support engineer who is passionate about applying technology to solve complex challenges. This role will work with the Transcend technology teams and our clients to help investigate & resolve any questions or issues that are raised regarding our platform. Our software is built using cutting edge technologies and our developers work on a variety of projects designing, building, enhancing and maintaining the code base for our core product (Transcend Software).
Qualifications & Experience
In addition to the below, a Bachelor of Science in Computer Science or related field is required, and 5-7 years of hands-on work experience.
- 3+ years of strong production support (L3 support) experience or software development experience
- Working Knowledge in Java, Shell scripting, Linux and SQL
- Experience in Finance (Banking) domain preferred
- Experience with Ticketing tools like Jira preferred
- Excellent communication and interpersonal skills
- Strong analytics skills, with ability to proactively identify issues before they become major problems
- Able to thrive in a fast paced, deadline driven environment
- Detail oriented, demonstrating thoroughness and strong ownership of work
- Quick learner with a demonstrated strong aptitude for learning new technologies and understanding how to utilize them
- Able to prioritize in a fast moving, high pressure, constantly changing environment; Good sense of urgency – problem management and escalation
- Work independently be able to communicate effectively with users, development and support teams during down times and when there are questions or issues to be addressed
Responsibilities:
- Take ownership of user problems and be proactive when dealing with user issues.
- Monitor all alerts and report any issues that may significantly impact the business
- Monitoring, analysis, troubleshooting problems, providing code fixes and testing
- Create/develop/utilize application monitoring solutions to enhance application availability and performance in production
- Conduct root-cause analysis as and when needed and propose corrective action plan
- Follow an established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal/external teams
- Responsible for report, requests (like RFP), Maintaining the SLA (Service Level Agreement) and account payable records
- Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes
- Ensure on-time delivery of all assigned tasks – incidents, problem tickets, etc.
- Adhere to the defined support delivery process/guidelines like Problem, Management, Incident Management, Change Management, SLA Compliance, Productivity, and other application goals, etc.
- Identify and learn more about the software and hardware used/ supported by the organization
- Develop/propose innovative approaches on process improvements & automation possibilities
About our Company
Transcend Street Solutions delivers innovative, modular technology solutions that solve the industry’s most complex challenges – within each business and across the enterprise. Our mission is to help firms completely redefine how they manage and think about collateral, leading to increased liquidity, lower costs and greater compliance.
If you are interested in this role, please submit your resume to careers@transcendstreet.com
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