Application Support Eng II
Responsibilities
Support Engineer II will provide support in a production and development environment. Some local travel and the ability to participate in a 24x7 support rotation are required.
Monitor, troubleshoot and repair application software issues. Escalate to Senior Support technician as necessary.
Uses fact finding techniques and analytic tools to identify problems
Takes a systematic approach to problem solving
Looks beneath the surface to identify root cause
Recognizes the need to escalate problems to a higher level
Delivers the performance that colleagues require
Takes personal ownership for problems-follows through to ensure that solutions meet needs.
Effectively documents solutions
Ensures knowledge transfer to work group/project peers
Perform application upgrades for third party vendor supported software applications
Addresses and resolves routine issues (contact/escalate to vendor through Helpdesk or agreed upon problem resolution methodology)
Coordinates Activities with Vendor personnel (vendor presentations, site visits, prepare for installations, etc.)
Support applications within predetermined and agreed upon Service Level Agreements (SLA’s)
Adhere to problem management practices that focus on root cause analysis and prevention of future problems
Adhere to a strict Change Management policy to ensure timely notification, testing and approval for ALL systems and application related changes that impact the environment
Adheres to department policies and procedures
Has input to department policies and procedures
Work with other Application Support teams to resolve issues that may impact optimal performance of an application
Works within a small or large systems team and contributes independently.
Is reliable, dependable, and trustworthy
Understands Roles and responsibilities with in the team
Helps to define objectives for the team,
working well with CSG teams and external group teams
Enhances team productivity by helping others
Has strong communication skills (verbal and written)
Writes clear, audience aware and business-like e-mails, status reports and summaries.
Writes clear and concise technical documents.
Participates appropriately in team meetings, providing in occasional opportunity to address a small group
Writes conclusive e-mails when resolving issues with the user community.
Writes comprehensive DAD documents.
On occasion, addresses a small group on a technical subject or presents a demonstration of a system.
On occasion, runs a project level meeting.
Supports application related projects
Maintains status of project responsibilities
Facilitates in planning, estimating, and reviewing tasks for application based activities
Able to review requirements and evaluate risks/benefits for a low to moderate impact project
Able to prepare implementation plan and contingency plan for supported applications for low to moderate impact projects
Able to develop a mid-size project plan with low to moderate impact projects using standard project management software
Identifies risk areas and implements preventative measures
Provide support for after-hours activities such as upgrades and implementations that may occur on evenings, weekends, or holidays.
Demonstrates leadership abilities
Provides technical supervision on small projects.
Able to work across functional teams to achieve group goals.
Identifies and resolves technical issues and communicates to the team.
Qualifications
3+ years Experience in Application Support
Proficient knowledge of at least two of the following MQ Series, Websphere, ASP, .NET, HTML, and/or Java a plus
Strong understanding of windows and unix based infrastructures.
Must be highly proficient with Microsoft Office tools
Must be a self starter and team player
Must be able to maintain composure under pressure.
Other Information
Hours per Week: 40
Work Schedule: Monday-Friday 8:00AM-5:00PM
Equal Employment Opportunity
RBS Citizens, N.A. is an equal opportunity and affirmative action employer. RBS Citizens, N.A. does not discriminate on the basis of race, color, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity or expression, or status as a special disabled veteran, Vietnam veteran, or other veteran of the United States Armed Forces, or any other protected characteristic.
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