• Platform and Release Support Engineer

    ID
    2018-6926
    Job Locations
    US-CA-San Francisco
    Category
    Information Services
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    At First Republic, we care about our people. Founded in 1985, we offer extraordinary client service in private banking, private business banking and private wealth management. We believe that personal connections are everything and our success is driven by the relationships we form with our colleagues and clients. You’ll always feel empowered and valued here. 

     

    Incredible teams doing exceptional work, every day

    In Technology, we support First Republic’s employees and clients through the acquisition, integration and management of the Bank’s information technology systems and services. We drive innovation and explore emerging technologies so our people can be productive and focus on what matters most – providing extraordinary service.

     

    See service from a higher perspective

    As the Platform and Release Support Engineer, you drive strategy and provide early warning and incident resolution, including serving as our subject matter expert for our OnCall platform support team. Using your systems training and issue resolution expertise, you will troubleshoot and provide investigative and alert triage. As a key member of our Digital Platform support team, you will own issues from root cause analysis through resolution and closure, including providing timely updates to business stakeholders.

     

    As a Platform and Release Support Engineer, you will:

    • Function as a vital part of the support team to prevent, coordinate and represent incidents through proactive monitoring, issue triage and communication.
    • Monitor Dynatrace alerts, respond to incident tickets and triage issues as needed.
    • Escalate trouble tickets according to standard operating procedures and provide support to other technicians and engineers.
    • Answer inbound calls and emails from client-supporting organizations and external groups and help resolve their issues.
    • Create, use and maintain Knowledge Base and Runbook documentation for future reference in troubleshooting problems.
    • Provide support during large-scale outages and disaster recovery efforts. (For this reason, you must be able to perform shift work and participate in an on-call rotation).
    • Provide support during microservices releases.

     

    You could be a great fit if you have:

    • More than six years of support experience with financial services applications, along with  formal education and experience in computer information systems (or related field) and customer service
    • Strong sense of accountability, attention to detail and effective follow-up skills
    • Excellent written and verbal communication skills
    • Proven ability to build strong, cohesive partnerships with internal and external stakeholders
    • A high level of personal initiative for setting and achieving challenging goals, including  prioritizing deliverables and assuming pride of ownership for key projects and issue resolution
    • Proven technical skills across various databases, including Oracle and SQL Server
    • Ability to triage platform issue using tools like Splunk, AppDynamics and other monitoring tools
    • Basic understanding of SLA, SSL certificate and DevOps methodology
    • Experience with ServiceNow incident management tool
    • Knowledge of Open Shift, MuleSoft, ITIL and Jenkins an asset
    • Willingness to work evenings and shift schedule of Tuesday through Saturday 
    • Team player committed to providing extraordinary services, thus furthering the First Republic Bank culture and values 

     

    Own your work and your career — apply now

    Are you willing to go the extra mile because you love what you do and how you can contribute as a team? Do you want the freedom to grow and the opportunity to take charge of your own career?  If so, then come join us.

     

    We want hard working team players. You’ll have the independence to learn, lead and drive change. A culture of extraordinary service, empowerment and stability — that’s the First Republic way.

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