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Principal Support Engineer

Company: SVB Financial
Location: Tempe
Posted on: February 23, 2021

Job Description:

Job Description As a Principal Support Engineer, Enterprise Application Team you will be primarily responsible for supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to end users in the organization. The ideal candidate should have experience in providing day-to-day application support, understand the criticality of the health and care of a system, displays sense of urgency with strong incident and problem management and ability to strive in a rapid and fast pace environment. High Level Job Description:

  • Responsible to have a clear understanding of the various upstream / downstream dependencies, end to end business process & data flow of the applications supported
  • Responsible for maintaining & supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to end users in the organization
  • Perform root cause analysis by reviewing application logs, reviewing data and identify and implement corrective and preventive measures
  • Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors
  • Ability to troubleshoot of code defects, data errors and configuration problems to determine the origin of application error.
  • Excellent SQL skills in writing complex queries to extract data from the database as per user requirement
  • Understanding on Cloud Infrastructure & support, cloud automation and administrative knowledge on synthetic monitoring tool like AppDynamics
  • Experience in managing Major Incidents impacting the mission critical applications or their core functionalities and coordinate with other teams to resolve the incident ASAP
  • Evaluate & Implement systems monitoring and alerting across all enterprise applications and recommendation for efficiencies
  • Work closely with other operational and support groups and create increased synergies
  • Work with a team of Application maintenance & support team working on 24/7 shift rotation environment
  • Diligently follows and influences the team members for documentation, ticket logging/updates and management reporting
  • Contributes strategic insight and provides feedback on a wide range of ideas for production stability based on maintenance & support experience and through periodic review of analytical data
  • Identified automation opportunities and implemented them there by eliminating the manual tasks performed by the team
  • Managed Internal and external Audit reviews and provided all supportive documents, workflows to ensure there is no MAP or MRA identified
  • Participate in Functional & Technical KT of the changes planned to production environment and ensuring all related document, diagrams, procedure updated
  • Participate in validating the application changes, upgrade and other infrastructure changes to production environment
  • Participated in Disaster recover exercise planning, feasibility analysis and execution. Work with various team to make sure DR document updated with relevant information, successful execution of DR.
  • Demonstrates good judgment in selecting methods and techniques for obtaining solutions
  • Work on initiatives focused on continuous improvement of the application maintenance & support model and associated processes using appropriate technologies Qualifications
    • Effective oral and written communication skills as well as positive, customer-focused interpersonal skills and attitude
    • Experience in Incident & Problem Management processes with good exposure to troubleshooting and not just coordination.
    • Preferred knowledge with Web development, JEE & Enterprise Technologies: JMS, JDBC, Web development, Transactions.
    • Strong proficiency and hands on experience in RDBMS architecture and performance tuning systems like Oracle/MS- SQL/SQL Server
    • Understanding of CI/CD, source code management strategy, SCM Tools like Perforce, Github , Configuration Management too like Jenkin
    • Understanding & knowledge on tools like AppDynamics & splunk for proactive monitoring, resilience
    • Ability to work with cross functional teams and be a great people manager.
    • Strong organizational and Incident, Problem Management skills.
    • Ability to demonstrate professionalism, enthusiasm, and create a collaborative climate.
    • Ability to work independently with minimum supervision
    • Must have technical skills and tools knowledge: ServiceNow, Remedy, Oracle, SQL,
    • 10-12 years of experience in information systems environment as application maintenance & support engineer or systems analysis or application support analyst
    • Must Have Financial Domain knowledge with various module like Online Banking & Digital Channel, CoreBanking, Payment Solution, Risk & Fraud Solution, Credit Admin & Reporting, Marketing & Product Management, Accounting & Reconciliation
    • Bachelor's Degree in computer science or related field
    • ITIL foundation certification preferred - provided by Dice

Keywords: SVB Financial, Tempe , Principal Support Engineer, Engineering , Tempe, Arizona

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