Associate Director, Tech Support Specialist

UBS•Raleigh, NC

10d•Onsite

About The Position

UBS Business Solutions US LLC is seeking an Associate Director, Tech Support Specialist in Morrisville, NC. This role is for an innovative thinker who enjoys delivering enhanced change capabilities across a range of business functions and is passionate about IT process automation using cutting edge tooling platforms. The Associate Director will optimize service issues, gaps, and implement service quality. They will analyze various stored procedures which generate client reports and ensure effective maintenance of application stability resulting from process failure, infrastructure, application capacity, and performance. The role involves articulating problems to development and infrastructure teams to provide solutions that fix root causes and prevent recurrence of issues. The individual will perform the full spectrum of Production Support responsibilities based on the ITIL Framework: Incident and Problem Management, Release Management, and Risk Management. They will provide application support for global users and support the Service and Product Manager across several technical domains. Additionally, the role requires handling user queries received through chats, email, and ServiceNow tickets by investigating data inconsistency between data published in reports versus user expectation. Triage with the application support team during weekends when change management is implemented for the application. The position also involves supporting relationships with clients, keeping them informed of progress and issues to set expectations on all project requirements and deliverables. Facilitating the implementation of application support systems in the organization and engaging in the design and development of various projects are also key aspects. The role requires adherence to strict SLAs for response, restoration times, and batch completion, and contributing towards regular team meetings for discussing pending issues, knowledge sharing, and handovers.

Requirements

Master’s degree or foreign equivalent in Software Engineering, Information Technology, or a related field of study plus 1 years of experience in the job offered or 1 years of experience as a Financial Examiner, Support Analyst, Application Support Lead, or a related occupation.
Python
Bash scripting
CI/CD tools, like Jenkins, GitLab CI/CD, TeamCity
Splunk
ITRS Geneos
Troubleshoot complex system and application issues and implement improvements
UNIX
Linux
Oracle

Nice To Haves

Bachelor’s degree or foreign equivalent in Software Engineering, Information Technology, or a related field of study or a related field of study and 3 years of experience in the job offered or 3 years of experience as a Financial Examiner, Support Analyst, Application Support Lead, or a related occupation in lieu of Master’s degree and 1 year of experience.

Responsibilities

Optimize service issues, gaps, and implement service quality.
Analyze various stored procedures which generate client reports.
Ensure effective maintenance of application stability resulting from a process failure, infrastructure, application capacity and performance.
Articulate the problems to the development and infrastructure teams to provide a solution to fix the root cause and prevent the recurrence of issues.
Perform the full spectrum of Production Support responsibilities based on the ITIL Framework: Incident and Problem Management, Release Management, and Risk Management.
Provide application support for global users.
Support the Service and Product Manager across several technical domains.
Handle user queries received through chats, email, and ServiceNow tickets by investigating data inconsistency between data published in reports versus user expectation.
Triage with the application support team during weekends when change management is implemented for the application.
Support the relationships with clients while keeping them informed of progress and issues to set expectations on all project requirements and deliverables.
Facilitate implementation of application support systems in the organization and engage in the design and development of various projects.
Adhere to strict SLAs for response, restoration times and batch completion.
Contribute towards regular team meetings for discussing pending issues, knowledge sharing and handovers.