Location: Boston, Massachusetts
Job Description
Job OverviewThe Production Support Contractor is responsible for the providing stellar application support for daily optimization cycle and business operations, including Compliance, Research, and Performance/Client Reporting. This individual will demonstrate a high-level of responsibility and consistency by contributing to the timely response and closure any incidents impacting these critical business process.
In addition to supporting the daily production cycle, the Production Support Contractor will perform releases to install, configure, troubleshoot, and maintain our proprietary applications in Development, QA, UAT as well as Production environments. Participation in on-call support is required to rectify possible application outages.
The Production Support team is ultimately responsible 24/7 for the Production environment, and specifically covers the hours of 4am through 7:30pm actively, and the remainder through a rotating on-call system.
Responsibilities
? Monitor and respond to data and application processing alerts/failures promptly and professionally; identify and fix gaps and ensure issues are tracked through to resolution.
? Seek opportunities and offer recommendations for process improvements. Partner with development teams to drive stability, operational excellence, and a culture of efficiency.
? Ensure team knowledge is current and forward-looking. Maintain awareness of new products as they are introduced and accurately document/update knowledge-base when applicable.
? Liaise with external technology vendors and exchanges to coordinate changes and resolve connectivity and market data issues.
? Review, execute, and verify production changes in strict accordance with procedures defined in change documents.
? Actively participate in planned technology events, i.e. business continuity tests, ensuring recovery procedures are accurate and complete.
? Maintain high-level of customer satisfaction handling.
? Identify issue trends and manage appropriately within leadership escalation path.
Qualifications
? Experience with work flow automation/scheduling utilities
? Experience with data transfer and data load technologies
? Experience with database logic and ability to query using SQL
? Experience with automation tools, unit testing, and Python
? Experience with writing and interpreting scripts
? Understanding of Microsoft Operating Systems and Active Directory
? Deep Understanding of File Transfer architecture and Orchestration
? Excellent relationship building skills with ability to interface with various internal support partners to derive solutions and negotiate changes to production
? Critical thinker with the confidence to successfully identify gaps in customer settings and configurations
? Remarkable interpersonal, verbal and written communication skills with an exceptional attention to detail when managing customer inquiries
? Ability to read and interpret technical logs and synthesize meaning from them.
? Strong work ethic with a positive, team player mentality
Technical Plus
? Experience with Unix/Linux systems is a plus, but not a requirement