IT Systems Engineer(Client Platforms Support)

First Horizon•Memphis, TN

11h•Onsite

About The Position

We are seeking a Systems Engineer to work in Client Platforms 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 a strong interest in problem solving and working through a variety of backend systems and core applications for purposes of research, log 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 in Business, Information Systems, Computer Science, or a related field.
Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
High energy with a ‘can do’ attitude.
Ability to work independently as well as collaboratively within the Client Platforms Support team and other teams within the bank.
Ability to analyze, document, and communicate findings as tickets are resolved, including RCA for larger scale issues.
Excellent skills in conveying information to associates at all levels and collaborating with call center staff, business partners, and technical teams.
Ability to interact professionally with a customer in tandem with our call center if required as part of incident troubleshooting.

Nice To Haves

Experience in incident management and problem solving is preferred but not required.
Experience with Splunk log analysis, API tools, and SOAP XML tools to use in troubleshooting as needed.
Experience troubleshooting Web and Mobile based client applications.
Familiarity with technology concepts (such as cloud platforms, containers, or data-driven applications).
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).
Comfortable working in fast-paced environments, with a strong dedication to serving associates and delivering strategic value for our clients.
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.
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).
On-Call Rotation with other team members for 24x7 coverage of critical issues.
Perform additional duties and attend additional training as needed for the Client Platforms Support team.