Semi Sr. Platform Engineer Analyst IT Support - C11 - Heredia

Semi Sr. Platform Engineer Analyst IT Support - Heredia

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Job Overview

The Engineer Intmd Analyst is an intermediate level position responsible for a variety of engineering activities including the design, acquisition and development of hardware, software and network infrastructure in coordination with the Technology team. The overall objective of this role is to ensure quality standards are being met within existing and planned frameworks.

Responsibilities:

• Provide assistance with a product or product component development within the technology domain
• Conduct product evaluations with vendors and recommend product customization for integration with systems
• Assist with training activities, mentor junior team members and ensure team's adherence to all control and compliance initiatives
• Assist with application prototyping and recommend solutions around implementation
• Provide third line support to identify the root cause of issues and react to systems and application outages or networking issues
• Support projects and provide project status updates to project manager or Sr. Engineer
• Partner with development teams to identify engineering requirements and assist with defining application/system requirements and processes
• Create installation documentation, training materials, and deliver technical training to support the organization
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-5 years of relevant experience in an Engineering role
• Experience working in Financial Services or a large complex and/or global environment
• Project Management experience
• Consistently demonstrates clear and concise written and verbal communication
• Comprehensive knowledge of design metrics, analytics tools, benchmarking activities and related reporting to identify best practices
• Demonstrated analytic/diagnostic skills
• Ability to work in a matrix environment and partner with virtual teams
• Ability to work independently, prioritize, and take ownership of various parts of a project or initiative
• Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements
• Proven track record of operational process change and improvement

Education:

• Bachelor's degree/University degree or equivalent experience

The position has the responsibility for researching, troubleshooting and supporting multiple clients applications located in LATAM region who uses a wide brand of technologies and environments. The role of support Engineer requires the expertise and skills to diagnose serious issues and provide exceptional support for mission-critical applications as part of Platform Services Team.

Essential Responsibilities:

• Maintain essential IT operations, including Unix/Linux operating systems, Messaging middleware (MQ), Databases, Application and Web servers.
• Manage, facilitate and own product support requests through consistent, positive and proactive IT methodologies using ticketing system
• Troubleshoot, research, analyze and work with appropriate resources to solve problems
• Identify and escalate situations requiring urgent or additional attention
• Judgment must be used in prioritizing client requests and managing escalation workflow.
• Complete work on assigned projects to supervisor's satisfaction on time.
• Be on the rotation schedule for after-hours emergency support
• Assist in testing during the rollout of new features product upgrades
• Create product how-to documents, tutorials using tools such Wiki and Collaborate
• Document any feature enhancement requests or ideas that will increase the productivity of the product offering for the chapter
• Solve complex customer issues using methodical troubleshooting.
• Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
• Support client customizations, sharing implementation and best practices advice
• Able to Troubleshoot and debug SQL/PLSQL code and shell scripts as well.
• Create scripts to identify, analyze and correct platform issues
• Own, build, administrate and maintain cloud development, production and business infrastructure and services
• Use automation tools and scripting to automate process of building and maintain infrastructure and services.
• Able to operate effectively, even when things are not clear, or the way forward is not obvious
• Create and keep up to date monitoring, alerting and reporting for infrastructure and services.
• Adept at learning quickly, applying insights from past efforts to new situations.
• Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
• Collaborate with team members in a virtual team environment to extend field experience to different client situations
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience
• Other job related duties and responsibilities may be assigned from time to time

Soft Skills and Expectations:

• Focus on customer support and the ability to build successful working relationships with Clients
• Excellent interpersonal, presentation and communication skills, verbal & written.
• Extreme focus on Client satisfaction and client relationship management
• Exceptional verbal and written communication.
• English Language skills, both written and verbal are a must
• Ability to work calmly and professionally in high pressure situations
• Attention to detail and the ability to learn quickly
• Must be extremely comfortable interacting with customers
• Must have strong problem solving and troubleshooting skills.
• Must be able to learn new software products and embrace new technology.
• Trustworthy, reliable, and dependable.
• Positive team player.

Basic Qualifications:

Database:

• 5+ years' experience as Oracle DBA with Oracle RDBMS 11g/12c.

• Direct support of application end-users in a corporate environment.

• Experience on Dataguard, Datapump, RMAN, database migration

• Advisors and Performance Tuning. Solid technical understanding and experience for analysis and support (e.g. SQL, PL/SQL).

• Knowledge of Oracle maintenance/patching mechanics.

Middleware:

• 3+ years' of experience on multiple platforms, web servers and application servers (IIS, APACHE, J2EE, WEBLOGIC, WEBSPHERE WASND)

• 3+ years' Experience administering SSO products (AD, SiteMinder, etc.)

• Installing, configuring, troubleshooting WebSphere.

• 3+ years' MQ server/cliente (minimum version 8) setup, configure and troubleshooting

• WebSphere MQ, WebLogic Application Server, Tomcat

• Intermediate knowledge of concepts in multi-tier application architecture, middleware integration, and troubleshooting

System Administration & Support:

• 3+ years' with Linux/Unix platforms (preferably RHEL/CentOS) in a virtualized environment is required.

• Demonstrated scripting skills through Python, Shell or others.

• Skilled in the configuration, maintenance of Linux systems

• Knowledge Experience with issue/problem tracking systems (e.g., ServiceNow)