Application Production Support Engineer

Your opportunity

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 closely with internal as well as external teams to drive the strategic vision of providing Subject Matter Expert support to middle and back-office suite of applications. The individual will also 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 Level1 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.

What you are good at:

• Solid track record in an operation/support role with a Production Support Subject Matter Experts (SMEs) supporting Data Platform
• Understanding of trade life cycle, straight through processing systems to enable the support analyst to assess business impact and communicate with business stakeholders effectively during incidents
• 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. Be able to easily communicate with business users in Salesforce, as well as external vendors and data providers
• Hands-on professional that understands both code and infrastructure
• Improve alerting and monitoring to improve Mean Time To Detect (MTTD) and Mean Time To Resolve (MTTR) metrics
• Work with development teams at the appropriate stages in application development to ensure any new systems or projects meet the Production Support Operational Readiness standards

What you have

Technical/Vendor Product skills

Required Qualifications:

• • • Bachelor’s/Master’s Degree from a top tier university, preferably in Computer Science
    • 2-5 years of support/developer experience in financial services, preferably Asset Management
    • Experience in Windows and Linux Environment
    • Working knowledge of Microsoft SQL Server and Oracle
    • Experience with Informatica ETL, Informatica Intelligent Cloud Services, Data Virtualization tools
    • Ability to investigate issues using Debuggers, Splunk, AppDynamics, ThousandEyes, Foglight
    • Working familiarity with Control-M & Eagle
    • Experience with Web Content Management System – Drupal
    • Experience with Pivotal Cloud Foundry
    • Experience with Snowflake
    • Public cloud knowledge (Azure, Google Cloud, or AWS)

Preferred Qualifications:

• • • Exposure to Github
    • Exposure to Monitoring Tools - ThousandEyes, Splunk, AppDynamics, Foglight
    • Asset Management Industry Knowledge
    • Knowledge of scripting languages such as Bash and Python

Personal Characteristics

• • • 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