IT Systems Engineer II (Client Platforms Support)

First Horizon Bank•Memphis, TN

1d•Onsite

About The Position

We are seeking a Systems Engineer II with experience in troubleshooting, systems triage, and ticket/incident support. This engineer should be capable of working both independently and collaboratively within our support team, as well as with our call center personnel and our development teams. The ideal candidate will have strong experience in problem solving and working through a variety of backend systems and core applications for purposes of research, logs analysis, testing, results validation and troubleshooting to resolve customer-facing issues. Additional tasks can include - improve monitoring to proactively find issues before they become major problems, documenting any defects or findings for our development teams to work towards, and anything else that helps us deliver strategic value for our clients and associates.

Requirements

Bachelor’s degree (4-year college) and 3+ years of relevant experience, or equivalent combination of education and experience.
Experience in incident management and problem solving is highly preferred.
Strong communications skills, adaptability, and the ability to work collaboratively with associates and clients.
Proven ability to operate independently and manage multiple priorities in a dynamic environment.
Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
Experience with ServiceNow and SalesForce (or equivalent incident management systems)
High energy with a ‘can do’ attitude.
Ability to collaborate and communicate with multiple diverse teams throughout the organization.
Ability to analyze, document, and communicate findings as tickets are resolved, including RCA for larger scale issues.
Familiarity with technology concepts (such as cloud platforms, containers, or data-driven applications).
Experience troubleshooting Web and Mobile based client applications.
Ability to interact professionally with a customer in tandem with our call center if required as part of incident troubleshooting.
Assist in maintaining accurate and up-to-date system documentation for Client Platforms Support.
Comfortable working in fast-paced environments, with a strong dedication to serving associates and delivering strategic value for our clients.

Nice To Haves

Experience with Splunk log analysis, API tools, and SOAP XML tools to use in troubleshooting as needed.
Experience working with data analysis and SQL Queries as needed.
Administration fundamentals of UNIX and Windows systems.
Knowledge or experience with programming in modern Development languages and Cloud-native design patterns.
Application Security with Single Sign On (SSO).
Familiarity with DevOps best practices including DevOps tools (i.e. Jenkins, Bitbucket).
Lucid Charts (or equivalent workflow/modeling tool).
Atlassian Jira (or similar Agile/project tracking tool).
Exposure to financial services, applications, processes, and payment networks

Responsibilities

Pursue any assigned incidents or tickets to resolution across a variety of backend systems and applications, with an emphasis on those that are affecting our clients.
Interact and collaborate with associates, internal clients and Client Platforms product owners to identify defects, resolve issues, and improve our stability and value to our customers.
Help drive cross-functional bridge calls for Client Platforms’ major incidents.
Provide encouragement and technical direction to other members of the Client Platforms Support Team.
Perform root-cause analysis for production incidents and help identify new features that might help mitigate such issues going forward.
Improve our monitoring footprint of essential systems when incidents identify gaps in our current monitoring alerts.
Stay up to date with emerging technologies, including AI—and apply tools to increase efficiency in resolving issues, adding to our support toolsets, and improving our “Mean Time To Resolution” (MTTR).
Perform additional duties and attend additional training as needed for the Client Platforms Support team.