L3 Support Engineer / SW Engineer II (US)

TD Bank-posted 5 days ago
$74,000 - $127,000/Yr
Full-time • Mid Level
Onsite • Fort Lauderdale, FL
5,001-10,000 employees
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LOCATION: Fort Lauderdale, FL We are seeking a highly skilled Level 3 Support Engineer onsite in Fort Lauderdale, FL to join our Banking Technology Operational Resiliency team. The ideal candidate will have a strong technical background and experience in automating everything starting with server health checks, all the way to building and maintaining intuitive dashboards, alerts using monitoring tools such as Splunk, Datadog, and Dynatrace. This role is essential for ensuring the stability and performance of our banking technology infrastructure.

  • Serve as the primary point of contact for escalated technical issues from Level 1 and Level 2 support teams.
  • Experience working with Service Now, JIRA, JTMF for incident management and tracking. Execute and coordinate Change Orders.
  • Analyze and troubleshoot complex incidents, providing timely resolutions to minimize downtime.
  • Conduct root cause analysis and implement corrective actions to prevent future occurrences.
  • Identify, analyze, and resolve recurring issues within banking applications and systems.
  • Collaborate with development and infrastructure teams to propose and implement improvements.
  • Maintain comprehensive documentation of problem management processes and resolutions.
  • Automate server health checks to ensure optimal performance and availability of banking systems.
  • Develop and maintain scripts and tools to streamline monitoring processes and improve operational efficiency.
  • Build and maintain dashboards using Splunk, Datadog, and Dynatrace to visualize system performance and key metrics.
  • Ability to automate certificate expiry alerts by extracting and analyzing system logs, ensuring timely notifications to target audiences.
  • Provide expert-level support for banking technology systems, including core banking applications, databases, and middleware.
  • Troubleshoot and resolve technical issues related to banking software, network connectivity, and system performance.
  • Communicate effectively with technical and non-technical stakeholders, providing regular updates on incident status and system health.
  • Collaborate with cross-functional teams to ensure alignment on projects and initiatives.
  • Provide training and mentorship to junior support staff.
  • Develops new solutions as required for engineering programs and projects within assigned area
  • Develops new features and performs unit / component test for new application development initiatives aligned to business needs and in accordance with technology architecture standards
  • Supports business enquiries and business activities through execution of small enhancements and break / fix implementations (e.g. source code changes)
  • May also be responsible for peer code review
  • Works with technology partners to ensure the configuration and custom components meet application requirements and performance goals
  • Analyzes the technical requirements to recommend pragmatic and sound engineering specific solutions for own area, may be involved in coding/story estimates
  • Works with other stakeholders, internal technology partners to ensure engineering solutions meet technical direction, requirements, performance, time-to-market and innovation goals
  • Monitors product lifecycles, ensuring specifications and functionality support business objectives and engineering decisions, undertaking re-development where required
  • Documents and verifies system components, applications, system infrastructure, security, integration, operability and engineering related architecture designs associated with a program or project
  • Participates in quality management reviews, in particular reviews of the designs, prototypes and other requirements work products to ensure they fulfill the requirements
  • Creates and maintains quality code, ensures defect free programming consistent with standards; provides code maintenance and support during testing cycles and post-production deployment and participates in reviewing peer coding
  • Provides technical expertise during Incident management, analyzes incident reports and outages, performs impact assessment for incidents and facilitates internal and external communication throughout incident resolution
  • Participates in identifying and recommending development / testing solutions / tools in support of project / application objectives
  • Assists in the development / maintenance of comprehensive processes for prevention of issues and participate in problem determination and timely resolution of incidents applying appropriate quality measures
  • Adheres to enterprise frameworks or methodologies that relate to software engineering activities
  • Ensures respective programs/ policies/practices are well managed, meets business needs, complies with internal and external requirements, and aligns with business priorities
  • Collaboratively engages with relevant stakeholders at all levels, both internal and external, to shift from finding defects to proactively preventing defects
  • Actively seeks and supports continuous improvement and automation opportunities within the engineering practice
  • Conducts meaningful analysis at the functional or enterprise level using results to draw conclusions, make recommendations, assess the effectiveness of programs/ policies/ practices
  • Identify opportunities to minimize cost, provide recommendations and/or deliver corresponding strategic solutions to support cost effectiveness and to enhance stakeholder experience
  • Conducts code reviews to ensure adherence to quality, standards compliance, reusability and ease of maintenance, Operational Readiness Reviews, and supporting gating and review sign-offs for solution design
  • Monitors service, productivity and assesses efficiency levels within own function and implement continuous process / performance improvements where opportunities exists
  • Leads / facilitates and/or implements actions / remediation plans to address performance / risk /governance issues
  • Actively manages relationships within and across various business lines, corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements
  • Protects the interests of the organization – identifies and manage risks, and escalates non-standard, high risk activities as necessary
  • Keeps abreast of emerging issues, trends, and evolving regulatory requirements and assesses potential impacts
  • Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite
  • Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues/ points of interest
  • Provides thought leadership and/ or industry knowledge for quality engineering best practices and participates in knowledge transfer within the team and business unit
  • Keeps current on emerging trends/ developments and grows knowledge of the business, related tools and techniques
  • Participates in personal performance management and development activities, including cross training within own team
  • Keeps others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
  • Actively mentors and enables team members by sharing knowledge and leveraging engineering best practices
  • Supports the team by providing guidance and proactively identifying and resolving issues
  • Leads, motivates and develops relationships with internal and external business partners / stakeholders to develop productive working relationships
  • Contributes to a fair, positive and equitable environment that supports a diverse workforce
  • Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally
  • Undergraduate degree, Postgraduate degree or Technical Certificate
  • Strong academic background (e.g., computer science, engineering)
  • 3-5 years relevant experience
  • Advanced knowledge of specific domain or range of engineering frameworks, technology, tools, processes and procedures, as well as organization issues
  • Performs complex to difficult technical tasks independently
  • Advanced knowledge of technology, tools, various programming languages, processes, and procedures
  • Develops program specifications; adapts, integrates, codes, tests and debugs programs; and is responsible for executing
  • Uses existing procedures to solve routine problems; makes limited exceptions
  • Good understanding of Angular/React for UI, databases (SQL, Oracle), and middleware technologies (Java, microservices, REST Api).
  • Proficiency in automating server health checks and monitoring processes.
  • Experience with building dashboards and generating reports using Splunk, Datadog, and Dynatrace.
  • Certifications in relevant technologies or methodologies (e.g., ITIL, SQL, cloud services (AZURE, VMC2, OpenStack, Content Management Servers).
  • Experience with automation tools and scripting languages.
  • Ability to analyze complex technical issues and develop effective solutions.
  • Proactive in identifying potential problems and implementing preventive measures.
  • Familiarity with regulatory requirements and compliance standards in banking.
  • Growth opportunities and skill development are defining features of the colleague experience at TD.
  • Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial, physical and mental well-being goals.
  • Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g., eligibility for cash and/or equity incentive awards, generally through participation in an incentive plan) and several other key plans such as health and well-being benefits, savings and retirement programs, paid time off (including Vacation PTO, Flex PTO, and Holiday PTO), banking benefits and discounts, career development, and reward and recognition.
  • Through regular development conversations, training programs, and a competitive benefits plan, we’re committed to providing the support our colleagues need to thrive both at work and at home.
  • You’ll have regular career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities.
  • We will provide training and onboarding sessions to ensure that you’ve got everything you need to succeed in your new role.
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