Developing, monitoring, and analyzing application metrics to drive the continuous improvement process to insure SLA's are continually met and improved. Preparing documentation on outages and restoration of services to restore services faster if incident is repeated.
Diagnosing root cause of service interruptions and implementing fixes to reduce number of incidents, escalating issues to management as required. Planning, organizing, developing the technical support protocol documentation for applications and services; and implementing the protocol. Reviewing service outage patterns to diagnose systemic problems, focusing on those involving multiple applications and services across technical environments with multiple platforms in support of sophisticated banking services; design, recommend, and implement solutions to avoid outages.
Serving as an experienced contributor in devising solutions designed to quickly restore services to production applications, and fixes to avoid future production failures. Maintaining knowledge of current regulatory environment; adhering to the Bank's Risk Vision, risk management policies and programs; recognizing and proactively addressing risk (including those associated with Bank Secrecy Act, anti-money laundering, consumer compliance, fair lending, fiduciary responsibilities, and privacy); identifying and managing risks. Recommending system configuration for escalated issues; reviewing operational patterns of applications and services, discerning early warning for potential system problems.
Studying system configurations for effective high availability operations, recommending architectures and implementations that provide sufficient automatic redundancy and capacity to avoid service outages due to single, and as risk requires, multiple points of failure. Devising and modifying procedures to solve immediate problems and avoid future problems. Performing monitoring, validation, and maintenance activities including 24x7 operation support of on-premise, cloud, and vendor hosted applications.
Evaluating system architectural design, transaction flow, data flow, volume, system capacity, response time, database transactions, file transmissions, message handling, high availability characteristics and risks, reviewing and maintaining system logs; and recommending changes to improve operational characteristics, reduce mean time to repair, increase mean time to failure, reduce risk, cost, and customer impact. Monitoring, leading and assigning tasks to team of at least 3 technology professionals including employees and contractors (onshore and offshore) to achieve service level agreements and improve the quality and reliability of production support to software applications; and resolve complex production problems. Developing depth and breadth of team members' knowledge, skills, and abilities to create a high performing team.
Coordinating and provisioning test environments to support projects, enhancements, maintenance, and break/fixes; providing change management and implementation services; and solution implementation for changed processes; collaborating with development teams, and other ISA teams for patching and implementation. Resolving and coordinating escalated issues for restoring service. Coordinating the development of key integrated solutions with significant impact; Coordinating the process and staff to diagnose and select the most efficient, effective, and risk averse method to restore services, considering the complex interaction of the many systems and applications involved or affected by the outage and the restoration of services; ensuring the team has performed appropriate validation of restored service. Coordinating resolution with other IT areas in problem determination and resolution of job or system exceptions; and collaborating with other ITG support groups on tasks beyond the scope of access/authority/responsibility.
Education: Bachelor's Degree in Computer Science, Computer Engineering, Computer Information Systems, Information Management, or a related field (or foreign equivalent degree).
Experience: 5 years of experience developing or supporting financial services software applications including Anti-Money Laundering/Bank Secrecy Act applications (Actimize, Norkom/Detica, or SAS AML); leading or managing a team of at least three technical application support professionals in day-to-day operations; and 2 years of experience must include production and operations support, including providing 24/7 support, change management, incident management, troubleshooting, problem resolution, and root cause analysis.
Other: Required to work nights & weekends & be on-call during non-business hours for technical support & maintenance purposes.
Employer: MUFG Union Bank, N.A.
Location: Jersey City, NJ
We are committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our people and our business; Equal Opportunity Employer: Minority/Female/Disability/Veteran.
Union Bank, N.A.