Service Operations Specialist - Unix Application Support

Essential

• Must have strong experience of supporting Applications using Amazon Web Services (AWS).
• Must have strong experience of supporting critical production applications in a Redhat Enterprise Linux, command line, environment.
• Experience of supporting IBM Websphere MQ
• Ability to perform diagnostic and troubleshooting of AWS Product set such as EC2, Lambda, EKS, ECR, WorkSpaces, EBS, EFS, S3, RDS MSSQL, Route 53, VPC, Cloud Formation...
• Strong experience in working with ticket systems such as Service Now and an understanding of priorities and SLA’s.
• Strong documentation and technical writing skills.
• Ability to collaborate effectively with Development teams and other operational support teams (Service Management and Engineering), in order to support the end to end service.
• Knowledge of ITIL framework (understanding of Incident, Problem, Change)

Desired

• Strong experience of supporting proprietary developed business critical banking applications.
• Experience of providing cross training on application solutions and operational processes to colleagues.
• Experience of running queries against PostgreSQL and DB2 databases.
• Experience of supporting Swift messaging applications.
• Experience of Release Management processes for the deployment of application packages from development through to production environments.

Operational

• Provide remote and onsite support for CLS internally developed business critical applications and 3^rd Party vendor packages through Dev, Test, UAT and Prod. Manage and escalate problems as appropriate.
• Provide 24/7 on-call cover on a rotational shift basis.
• Ensure that the BAU Service is prioritised and all faults, incidents and problems are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place.
• Investigate defects or problems; work with the internal CLS Development team and external vendors to identify workarounds and support any fixes that are required as part of service improvement.
• Implement Changes or fixes to applications. Support other technical changes being made which affect the CLS Business Systems. Follow the CLS Change Management procedure and other standard practices in installing and configuring applications in Test and Production environments.
• Upgrade or maintain software at a time when the impact to the business is minimised.
• Participate in regular Disaster Recovery testing activities.
• Create, maintain, and review operational process and support documentation.
• Participate in planned weekend work as required.

Strategic

• Ensure CLS systems are managed to the highest standard by following industry best practice.
• Where appropriate, contribute to the development of existing and new IT process and procedures to enhance service transition and service operation lifecycle stages.
• Demonstrate good problem management ownership and prevention of SLA breach under Incident/Problem Management processes.

Leadership

• Through example and behavior, strive to provide peer leadership to other team members ensuring a level of excellence is achieved in delivering the service.
• Participate in the successful release and transition of new IT services into support, meeting the team’s service acceptance criteria.

Success Factors

• Possess a strong service-oriented mindset who can consistently deliver a high level of service to the business.
• Manage time effectively and prioritise workloads in order to meet changing demands from the business.
• Self-motivated to exceed management expectations and objectives.
• Demonstrate good technical, analytical, and problem-solving skills.
• A high level of presentation and communications skills with the ability to communicate confidently with both business and technical staff at all levels.