• Platform and Release Support Engineer

    ID
    2018-6926
    Job Locations
    US-CA-San Francisco
    Category
    Information Services
  • Overview

    First Republic is an ultra-high-touch bank that provides extraordinary client service. We believe that one-on-one interactions build lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. Client trust and security are paramount in our line of business. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business. We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work hard and move quickly as a very coordinated team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you. We have exceptional people focused on providing extraordinary service.

     

    The Platform and Release Support Engineer reports to the Digital Platform Support Lead. In this position you will be an engineer in First Republic Bank’s Digital Platform Support team delivering strategy, providing early warning and incident resolution. Providing Monitoring and Alerting response services, you will be our subject matter expert in industry leading issue response for our OnCall platform support team. Using your applications as well as systems training and expertise, you will provide investigative and alert triage, troubleshooting and issue resolution expertise. As a Digital Platform support team member you will own issues from root cause analysis through resolution and final closure including timely updates to business stakeholders. Providing deployment support during the Micro services release.

    Responsibilities

    • Works as part of a 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 required
    • Escalate trouble tickets according to standard operating procedures and provide support to other technicians/engineers as needed
    • Provides platform support by answering inbound calls/emails from client supporting organizations and external groups and perform the necessary support required to resolve issues
    • Create, use and maintain Knowledge Base and Runbook documentation for reference and troubleshooting problems
    • Shift work and the ability to participate in an on-call rotation as needed is required
    • Provide support during large scale outages and disaster recovery efforts
    • Provide release and deployment support during Micro services release.
    • Co-ordinate release tasks for Micro services release.
    • Perform duties & responsibilities specific to department functions & activities.
    • Performs other duties & responsibilities as required or assigned by supervisor.
    • Responsibilities include the following: 1) adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to the BSA/AML Officer, and 5) knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank.

    Qualifications

     

    Must have 6+ years of support experience with financial services applications and formal education with experience in Computer Information systems (or related field) and customer service.

    Willingness to work evenings and shift schedule of Tuesday through Saturday 

    Strong sense of accountability, attention to detail, and effective follow-up skills.

    Excellent written and verbal communication skill

    Ability to triage platform issue using tools like Splunk, APpdynamics and other monitoring tools.

    Use various tools to build, manage, and track changes for release branches.

    Update and maintain release process documentation

    Strong and proven technical skills across various databases including Oracle and SQL Server.

    Experience in Monitoring tools like Appdynamics, Dynatrace and Splunk.

    Jenkins is not mandatory but really good to have.

    Basic understanding of SLA, SSL certificate and DevOPS methodology.

    Experience with Service Now incident management tool.

    Proficient in release coordination process.

    Knowledge in Open Shift and Mule soft is a real plus

    Performing technical maintenance and analyzing and supporting vendor developed applications and products to include debugging and troubleshooting the production environment.

    ITIL Process is not mandatory but good to have.

    Proven ability to build strong, cohesive partnerships with internal and external stakeholders

    Strong sense of prioritizing and execution against critical deliverables, coupled with a sense of personal ownership for key projects / issue resolution track record demonstrating a high level of personal initiative, setting and achieving challenging goals 

    Team Player 

    Provides extraordinary services 

    Furthers the First Republic Bank culture and values 

    The ability to learn and comprehend basic instructions; understand the meanings of words and respond effectively; and perform basic arithmetic accurately and quickly.

    Vision must be sufficient to read data reports, manuals and computer screens.

    Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.

    Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.

    Position involves sitting most of the time, but may involve walking or standing for brief periods of time.

    Must be able to travel as position requires.

    May be required to lift 25-50lbs.

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