Digital Support Engineer IV

Job Details:

As a part of the Digital Technologies Department, the Support Engineer ("SE") will be focused on application and environment Production Support. SE is responsible for incident management, maintenance, monitoring, support, and administration of custom software applications, 3 rd party systems, middleware platforms, production and non-production environments, and creation/usage of support tools. Collaborates closely with both internal and external teams to ensure the sound delivery and support of innovative applications and services.
Responsibilities

  • Work with Agile development teams to implement procedures around Support, Monitoring, and other systems and support concerns as needed.
  • Define and establish monitoring and other processes and tooling for monitoring and performing routine system health checks to ensure optimization and stability of application and code.
  • Perform technical support activities by troubleshooting critical issues, addressing application service interruptions and vendor outages while identifying process improvements.
  • Create, enhance, and maintain manual and automated support processes and technical documentation.
  • Execute and/or escalate problem management procedures as necessary.
  • Perform operational fixes related to code or other systems.
  • Participate in Disaster Recovery exercises pertaining to processes.
  • Ability to be on call and provide off-hours support.
  • Work with management to define and create methods for collecting and reporting on metrics related to SLAs.
  • Engage with system owners and operations groups to define and ensure appropriate support and monitoring of systems.
  • Provide oversight for new technology implementation and design.
  • Provide proof of concept
  • Write system documentation, runbooks, and SOPs
  • Expert in 3 rd level support
  • Manage client expectations
  • Mentor other support engineers through leadership and cross training.
  • Work in a team environment on project driven work with minimal supervision
  • Develop, co-ordinate and promote the effective functioning of problem management activities for onsite and remote support teams.
  • Contribute to the planning of application/infrastructure releases and configuration changes.
  • To examine potential areas for Service Improvement and raise proposals with the Service Manager.
  • Provide technical leadership and perform 5 whys root cause analysis.
  • Provide input to application/infrastructure scalability.
  • Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
  • Provide input to administering and maintaining all production and internal environments.
  • Provide input to the implementation, backup and roll-back plans.
  • Act as a technical resource for internal and external products/projects.
  • Ensure there are robust procedures and processes within the application support function.

Basic Qualifications

  • Minimum 5 years of experience with supporting custom applications written in .Net
  • Minimum 5 years of system administration / support experience with Windows and Linux server operating systems.
  • Minimum 5 years of experience working in a Support / Operations Engineer role within a software development organization.
  • Minimum 3 years working with cloud-based applications and environments (Azure preferred).
  • Minimum 2 years of experience working with and supporting relational Databases.

Skills and Knowledge
  • Recent development and scripting experience using C#, Java, Python, PowerShell, Bash, etc.
  • Minimum 2 years Hands-on experience supporting Windows and Linux applications
  • Experience providing Level 2 & 3 support.
  • Respond to alerts while on-call, after hours.
  • Maintain build documentation as necessary.
  • Track incidents and document work though escalation process.
  • Understanding of Agile SDLC and ticket-driven work processes.
  • Excellent analytical and problem solving skills.
  • Ability to work independently or within a team for problem resolution
  • Basic understanding of TCP/IP networking
  • Ability to perform advanced troubleshooting in Windows and Linux environment
  • Understanding of project management methodologies and procedures
  • Minimum 3 years hands-on experience building and supporting CI/CD with automation tools such as Chef, Bamboo, Maven, along with .Net and Java unit and integration test frameworks
  • Recent development and scripting experience using C#, Java, Python, PowerShell, Bash, etc.
  • Minimum 2 years hands-on experience supporting Windows and Linux applications deployed in cloud (AWS/Azure).
  • Experience with monitoring and alerting (APM) tools.
  • Container experience preferred
  • Atlassian Jira/Confluence experience preferred
  • Thorough understanding of Agile SDLC and ticket-driven work processes.
  • Strong experience in on-premise and cloud application support practices
  • Experience with container technologies (Docker & Kubernetes)
  • Understanding of SAN/Storage functions/ architecture
  • Understanding of Identity and Access Management Architecture and technologies (SAML, OAuth, Active Directory, etc.)
  • Experience in monitoring and logging architecture and technologies
  • Significant experience with monitoring and alerting (APM) tools.
  • Ability to perform troubleshooting in Windows and Linux environment
  • Minimum 3 years hands-on experience in an production support role
  • Minimum of 1 year of development and scripting experience using C#, Java, Python, PowerShell, Bash, etc.
  • Minimum 1 year of hands-on experience supporting Windows and Linux applications deployed in cloud (AWS/Azure).
  • Strong understanding of monitoring and logging architecture and technologies
  • Strong understanding of Identity and Access Management Architecture and technologies (SAML, OAuth, Active Directory, etc.)
  • Strong understanding of network architecture and troubleshooting
  • Minimum 5 years hands-on experience in an application / production support role
  • Minimum 5 years hands-on experience supporting Windows and Linux applications deployed in cloud (AWS/Azure).
  • Minimum of 2 years development and scripting experience using C#, Java, Python, PowerShell, Bash, etc.
  • Expert level software incident triage and troubleshooting skills
  • Experience with container technologies (Docker & Kubernetes) a plus
  • Ability to conduct feasibility studies on strategic and tactical plans.
  • Perform technical analysis of software, hardware, and other technology components.


Represents basic qualifications of the position. To be considered for this position you must at least meet the basic qualifications.

City National Bank is an Equal Opportunity Employer -- Minorities/Females/Individuals with Disabilities/Veterans.

Note: This preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Note: Candidates should be advised that City National Bank does not pay interviewee travel expenses or relocation expenses for candidates who are hired unless previously agreed.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
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