UMB Bank Technical Support Engineer in Kansas City, Missouri
What You'll Do:
Front line support to incoming calls and alerts for top applications within Production environments.
Responsible for overall support of the Production systems and environments including software and hardware issues.
Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.
Properly escalate unresolved issues to appropriate team(s).
Provide technical support and guidance for the Command Center Operations Technicians and Production Support teams.
Provide proactive view and propose & implement changes to optimize performance of Production systems and environments.
Utilizing Command Center tools, evaluate the operational health of Production systems and environments and providing proactive triage and remediation of production impacting issues and mitigating business impact/exposure.
Provide technical assistance, guidance and training to Command Center Production Operations employees.
Light scripting and programming tasks as assigned.
Strong ability to multi-task- update incident notes during the call
Update Runbook and Knowledge Articles as required to ensure documentation is current for issue resolution
Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
Other duties as assigned.
Duties are varied and may include one of more of the following:
Support WebSphere Application Server, WebSphere MQ, Business Process Management (BPM), DataPower and related products in production
Participate in the development and implementation of technical support strategies and plans for supported applications, including middleware and web applications solutions.
Provide technical expertise for complex technical production issues related to applications running in mixed operating systems.
Analyzes deep transaction training, synthetic monitoring, real use monitoring and network monitoring to assist with recommendations, incident response and problem resolution.
First responder to incidents involving supported applications
Participate in the creation of requirements for automations, monitoring, diagnostic, simulations and other tools to maintain, enhance and/or restore services
Scripting and automation using Puppet, Perl, python, PowerShell, etc.
Develops new documentation, departmental technical procedures and user guides
Assures quality, security and compliance requirements are met for supported area and oversees creations of or updates to and testing of the business continuation plan
In this Role, You will Need:
Advanced knowledge supporting IT infrastructure and applications
Advanced knowledge of monitoring and management platforms like SCCM, SquaredUP, Sev1, and IBM APM.
Strong technical analytical skills
Ability to monitor the performance and capacity of infrastructure systems (Backup, Network, Servers, Storage, etc.), using a variety of tools
Excellent verbal and written communication skills
Excellent time management and organizational skills and ability to handle multiple concurrent tasks/projects with minimal supervision
Provide education, guidance, and assurance to the Command Center Technicians to grow and develop their ability to handle common problems.
Ability to follow and enforce the defined UMB Incident and Change Management practices.
Culture of Diversity and Inclusion: We are committed to building a strong UMB by hiring talented, high-performing associates with diverse backgrounds. Maybe you simply want to work at a company where you have a voice and an opportunity to share your unique ideas.
Please visit us at careers.umb.com to view a list of all available opportunities. UMB is an Equal Opportunity Employer. Principals only. No 3rd parties or agencies, please.
Who You Are:
Bachelor's Degree in Computer Science or related field and three (3) years IT production support/operations experience OR
Five (5) years IT production support / operations
Experience with Windows, UNIX, Middleware and Networking platforms
We strive to deliver the unparalleled customer experience, and show customers they can count on more from UMB. The same is true for our associates. You can count on more benefits, more training, more support, and more opportunity!
What you'll get:
Unique Benefit Programs : We offer a great benefits package including several unique programs like an incentive-based wellness program, parental leave, adoption assistance and health care for you, your spouse or domestic partner, your dependents and even your pets!!
Community Involvement: Giving back is a big part of who we are! We support several great causes throughout the UMB footprint. We even offer Volunteer Time Off, which allows associates to dedicate 16 hours a year to a worthy cause of their choice.
Professional Development: We provide our associates with the tools they need to support their career goals - including training, tuition reimbursement and career guidance.
Cisco, Windows or UNIX Certification
ITIL Foundations Certification
Technical Support Engineer (Production Support)
Sunday - Wednesday 6am - 6pm
Enterprise Technology & Ops
1008 Oak Street