Lead Technology Operations Engineer

Overview

Lead Technology Operations Engineer supporting a diverse set of products and services within an agile cross-functional product development team, taking ownership of products running in production and providing a frictionless experience to end-users.

What you'll do

• Support a diverse set of products and services, applying technical knowledge to assist end-users and stakeholders.
• Research issues, provide timely resolution, and communicate outcomes to all appropriate team members.
• Communicate complex technical information effectively via email, chat, ticketing system and attendance in bridge calls.
• Understand and educate end-users on complex user experiences.
• Contribute to the knowledge base for end-users and support analysts.
• Make software improvement recommendations to enhance user experience and increase support analyst autonomy.
• Track, evaluate, and determine resolution approach for credit products and underlying data issues.
• Demonstrate a high sense of ownership of issues in the product ticket queue.
• Be responsive and provide timely updates, follow-up, expedition, and resolution.
• Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary.
• Think strategically about client requirements, problem-solving, and project management.
• Perform RCA for critical incidents and recurring issues to identify root causes and drive preventive actions.
• Collaborate with development teams to implement and validate code fixes for production issues when required.

What you'll need

• A Bachelor's Degree in Computer Science or related field.
• 5+ years of experience in Application Production L2 (Level 2) and L3 (Level 3) support.
• Ability to work independently and manage time and multiple concurrent priorities.
• Ability to collaborate successfully with team members.
• Excellent troubleshooting skills.
• Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.
• Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
• Hands-on with technologies such as .NET, Python, JavaScript, or any JavaScript framework.
• Ability to debug SQL queries and write stored procedures in a relational database management system (RDBMS).
• Excellent communication skills: verbal, listening, reading, writing.
• Ability to work with multiple teams: end users, functional teams, release manager, development team.

Nice to have

• Demonstrated domain knowledge in financial/investment data, and/or analytics.
• Working knowledge of Amazon Web Services (AWS).
• Working knowledge of monitoring tools, e.g., Splunk, New Relic etc.

Details

• Shift: US night shift.
• Team members in North America and Mumbai; supports DBRS Morningstar's global offices.
• Hybrid work model: four days in-office each week in most locations.