Analyst, Service Delivery Engineer, Digital Banking

COMPANY DESCRIPTION:  Forbright is a nationwide full-service bank and commercial lender focused on helping to build a brighter future for our clients and the communities we serve. Forbright is committed to exceptional client service by providing seamless, innovative personal banking services to depositors and creative financing solutions to visionary middle market businesses and investors in healthcare, technology, financial services, real estate, and other industries.  COMPANY CULTURE:  We are a dynamic, high energy, fun, and fast-paced organization that has an exciting growth trajectory, meaningful mission, and embedded responsible practices into our daily interactions. We offer our team members a culture of collaboration, inclusion, flexibility, recognition, and giving back. We look to hire individuals that are passionate about our mission, and who are motivated, customer and results-oriented, innovative, adaptable, and thoughtful. COMPANY MISSION:  We are a mission-driven institution. We operate a sound dynamic institution that is well capitalized, liquid, profitable and uses best practices to manage risk and assure compliance with laws and regulations. We use Forbright’s capital, capabilities, innovation, and expertise to help our clients succeed and contribute broadly to building a brighter future. 
JOB SUMMARY: The Analyst, Service Delivery Engineer, Digital Banking, with a focus on Site Reliability Engineering (SRE), plays a critical role in ensuring the reliability, availability, and performance of our digital banking production systems. This role works closely with customer support, development, operations, and infrastructure teams to maintain and enhance our services, employing SRE best practices to drive system reliability and efficiency.

DUTIES AND RESPONSIBILITIES:

• Collaborate with Product, Customer Support, and Operations teams and serve as technology first responder to efficiently resolve escalated issues 
• Coordinate with and train additional team members (including offshore team members) to ensure 24/7 support 
• Monitor production systems for performance, availability, and reliability 
• Respond to and manage production incidents, triaging and performing root cause analysis and help implementing fixes to prevent recurrence 
• Develop, maintain, and optimize monitoring and alerting systems to proactively identify issues 
• Analyze system performance and identify areas for improvement 
• Collaborate with engineering teams to optimize application and infrastructure performance 
• Implement and manage capacity planning and scaling strategies 
• Automate repetitive tasks and processes to increase operational efficiency 
• Develop and maintain scripts and tools for system management and monitoring 
• Implement and maintain SRE principles, including service level objectives (SLOs), service level indicators (SLIs), and error budget 
• Participate in the design and implementation of disaster recovery and high-availability solutions 
• Maintain comprehensive documentation for systems, processes, and incident management procedures 
• Create and deliver regular reports on system health, incident trends, and performance metrics 
• Work closely with development teams and SaaS vendors’ product teams to ensure new features and changes are reliable and scalable 
• Partner with Saas vendors to ensure timely resolution of platform issues, enforcing SLAs for urgent issues and monitoring backlog remediation for items with lower priority or longer lead times 
• Communicate effectively with stakeholders to provide updates on incident resolution and system status 
• Stay current with industry trends, technologies, and best practices in SRE and production support 
• Propose and implement improvements to processes, tools, and systems 
• Perform other duties as assigned 

QUALIFICATIONS:

• High School Diploma required; Bachelor’s Degree preferred 
• Minimum of 3 years of experience in engineering, production support, system administration, or related roles required 
• Experience performing support in a banking environment a plus 
• Strong understanding of SRE principles and practices 
• Operating Systems: Solid understanding of Linux/Unix CLI (e.g., grep, awk, sed, top) 
• Scripting: Basic ability to read and modify Bash or Python scripts to automate routine tasks like log rotation or system health checks 
• Networking: Foundational knowledge of TCP/IP, DNS, and SSH to diagnose connectivity issues 
• Monitoring Basics: Familiarity with viewing dashboards in Grafana and responding to automated alerts 
• SQL & Data: Proficiency in writing basic SQL queries (SELECT, JOIN, WHERE) to extract data for troubleshooting or reporting 
• API D