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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Production Support Engineer II is responsible for providing day-to-day support for business-critical systems, ensuring operational stability, and quickly resolving incidents. This role focuses on resolving lower to medium-priority incidents, maintaining system health, and supporting the improvement of production environments through collaboration with senior engineers and cross-functional teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.

1. Identify, troubleshoot, and resolve lower to medium-priority technical issues with guidance from senior engineers, ensuring minimal disruption to business operations.

2. Support day-to-day monitoring of system performance and use monitoring tools (e.g., Splunk, Dynatrace, CloudWatch) to detect anomalies and take corrective actions.

3. Collaborate with cross-functional teams to resolve technical incidents and escalate higher-complexity issues to senior engineers as needed.

4. Assist in automating routine production support tasks by developing or modifying scripts and tools.

5. Maintain documentation for production issues, troubleshooting steps, and system configurations, contributing to the shared knowledge base.

6. Participate in incident, problem, and change management processes, following ITIL best practices.

7. Perform root cause analysis for recurring issues and assist senior engineers in implementing permanent fixes to improve system stability.

8. Support the implementation of process improvements to enhance system performance and minimize downtime.

9. Assist with mentoring and supporting junior-level engineers, providing guidance as needed.

QUALIFICATIONS
Required Qualifications
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.

2. Four to eight years of experience in production support, systems engineering, database engineering or related technical roles. 

3. Experience with IT Service Management (ITSM) tools such as ServiceNow with solid understanding of incident, problem, and change management processes.

4. Proficiency in using monitoring tools like Splunk, Dynatrace, or CloudWatch to detect and resolve system performance issues.

5. Strong analytical and problem-solving skills, with the ability to assist in root cause analysis and incident resolution.

6. Ability to work independently on lower-to-medium priority incidents and escalate complex issues when necessary.

Preferred Qualifications:

1. Familiarity with supporting Agile team/processes.

2. Experience in automation tools and scripting for production support tasks.

3. Banking or financial services experience

4. Familiarity with following OS:  AIX, Linux, Windows, ZOS (Basics)

5. Experience in Applications:  Money Transfer System(MTS), Oracle (SQL), Universal Payments Platform, Reporting Gateway, Swift Alliance Access.

6. Familiarity with the following tools: WIN Remote Desktop, pUTTY, Secure CRT, Citrix, Oracle SQL, MS WORD, MS Teams, CA Workstation.