Production Support Engineer

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

Wealth and Asset Management (WAM) engineering is a fast-growing organization within Schwab Technology Services and aligned to support the technology needs of Schwab Asset Management (SAM), Wealth & Advice Solutions (WAS), the Schwab Center for Financial Research (SCFR), and Third-Party Platform teams.

As a member of the Schwab Wealth and Asset Management Tech Ops – Application Production Support and Change Management, the individual will work as a level 3 support resource who will be debugging/analyzing production issues. Resource will work closely with internal as well as external teams to drive the strategic vision of providing Subject Matter Expert support to Investments’ and Operations’ front office suite of applications. The individual will interact with key business stakeholders, application developers as well as third party vendors and data providers for issue analysis and resolution. The individual will be responsible for continuous improvements in the Level 1 and Level 2 production support teams; improve and streamline critical business processes - Overnight batch process, Business Ready Checks, Health Checks Automation. In this business facing role, the individual will be driving issue analysis, recommending solutions, and helping to promote the overall support strategy.  List of duties include, but not limited to the following: 

• Proactively detect, troubleshoot, and resolve all issues affecting production applications. This involves coordination with and escalation to development and external teams where necessary. This team owns all issues escalated to WAM Eng Technology until it is resolved, or a workaround is provided to end users.
• Provide clear, concise, and timely communication to affected parties during the investigation and resolution of any individual or system-wide outage.
• Responsible for ensuring the Change Implementation Management policies are adhered to for all changes deployed to Production.
• Work with development teams at the appropriate stages to ensure the support strategy guidelines are followed and new systems or projects meet the Production standards.
• Constantly update knowledge repository, ensure information regarding any support related activities or issues are available and easily accessible.
• Responsible for servicing all requests for data or other activities that require access to Production systems.
• Improve self-reliance and reduce dependency on the availability of development or external team resources for the initial troubleshooting and resolution of problems.
• Better alerting and monitoring to help improve Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) metrics.
• Good collaboration with development teams at different stages in application development to ensure any new systems or projects meet the Production Support Operational Readiness standards.

What you have

Required Skills:

• • Bachelor’s/master’s degree from a top tier university, preferably in Computer Science
• Solid track record in development or support role supporting Equity and Fixed Income Front Office suite of applications.
• Experience in incident/problem/change management, user communication coordination and how to drive stability across organizations.
• Strong ownership mentality with a focus on customer satisfaction.
  Should be able to troubleshoot, analyze and resolve issues with very minimal supervision.
• Hands-on professional that understands both code and infrastructure.
• Shell/PERL/Bash/Python scripting experience
• Ability to troubleshoot/debug complex database queries.
• Experience with Informatica ETL
• Ability to investigate issues using Debuggers, Splunk, AppDynamics
• Understanding/expertise on batch schedulers – Control M
• Experience with release process and tools such as Bitbucket, Bamboo and Github
• Prior experience with Monitoring Tools - Thousand Eyes, Splunk, AppDynamics
• Familiarity or prior experience with creation of automation frameworks for production support alerting/monitoring

Desired Skills:

• 2-5 years of developer experience is preferred.
• Ability to read/write C#/Java code.
• Visual Studio experience
• Asset Management Industry Knowledge
• Public cloud experience/certification (Azure, Google Cloud, or AWS)
• Strong problem-solving skills with ability to analyze and understand data.
• Keen focus on metrics and trend analysis
• Self-motivated with exceptional oral and written communication skills, ability to communicate clearly and concisely.
• Ability to forge strong relationships and coordinate effectively with multiple parties during outages and actively communicate updates to Application Development and Business partners.
• Detail oriented and organized with strong analytical skills.
• Self-starter and ability to multi-task with a “can do” attitude.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities.