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WSFS Bank · 9 hours ago

Production Support Analyst II

Wilmington, DE

Full-time

Onsite

Mid Level

$76K/yr - $124K/yr

4+ years exp

WSFS Bank is a locally headquartered bank and wealth management company that empowers its Associates to grow their careers and support customers in securing their financial futures. The Production Support Analyst II will serve as a third-level application support personnel, responsible for troubleshooting and incident response within the IT production environment, ensuring system stability and performance.

BankingFinanceFinancial Services

No H1B

Responsibilities

Perform troubleshooting and incident response within the IT production environment to ensure system stability and performance

Work on ticketing queues and resolve incidents, issues, and problems as they are logged with technical expertise and by referring to Playbooks and runbooks

Operate within ITIL frameworks, demonstrating sound judgment in assessing impacts, coordinating responses, and documenting event timelines for post-mortem and root cause analysis (RCA) reports

Perform infrastructure/application monitoring and health checks to minimize service disruptions and impact on end users

Investigate, communicate, and resolve moderate to complex technical issues related to application deployment, break-fix, and performance infrastructure dependencies

Facilitate and manage major incident calls, bringing together internal teams and external vendors to ensure timely resolution

Create and maintain comprehensive documentation including templates, playbooks, runbooks and troubleshooting procedures

Build reports from CMDB data on Excel or Power BI

Write small batch scripts to automate log collection and support daily operational tasks

Qualification

ITIL processesApplication supportBanking experienceCompTIA certificationsIncident management toolsWindows ServerNetworking conceptsMicrosoft Office 365Analytical skillsDocumentation skillsCommunication skills

Required

Bachelor's degree in technology discipline is preferred

Minimum of 4 years of hands-on second-to-third-level application support or production support experience in a high-volume transaction processing environment

Banking or Financial Services industry experience is highly preferred

Demonstrated understanding of ITIL processes

CompTIA Network+, Server+, or Security+, Windows Server / Active Directory, Azure or AWS Associate level certifications are a plus

Experience working with tools like Ivanti, ServiceNow, Maximo, etc., for incident, change, and problem management is preferred

Demonstrated experience using a ticketing system

Knowledge and experience for implementing changes onto Windows servers

Familiarity with Windows system commands and log collection tools

Working knowledge of basic networking concepts, including SFTP, RDP, VLANs, SaaS, and on-premises data networks

Demonstrated experience leveraging Microsoft Office 365

Demonstrated experience creating and maintaining documentation

Excellent analytical, problem-solving, prioritization, and decision-making skills

Exceptional communication and interpersonal skills

Ability to interact with associates at all levels, adapting style as needed for technical or non-technical audiences, to communicate complex policies, procedures, issue status and updates to stakeholders is a must

Detail oriented with a high sense of urgency, and ability to manage multiple issues through resolution is a must

Willing to work a flexible schedule including nights and weekends based on planned deployments, releases, or upgrades