Support Analyst - Web Platform

Nomura Holdings, inc.•Jacksonville, FL

3d•$70,000 - $85,000

About The Position

This role is working in Nomura's Web Operations team within Global Infrastructure Services. The candidate will be required to work closely with the development team to ensure successful transition of run the bank (RTB) activities and onboarding of new platforms and technologies. The team's primary focus is providing global operational support for the infrastructure technologies delivered from within the Web group, which include: Web Server infrastructure (external & internal) - TomEE/Tomcat, Spring Boot, IIS, Apache Authentication/authorization technologies, CMS technology Web search – ELK stack AWS, Azure, Terraform

Requirements

Strong analytical skills and a solid understanding of all critical Production Support processes
Good communication skills and a high standard of written documentation
Demonstrate an ability to work well as part of a global team, and on their own when required
Self-motivation, enthusiasm and proven rapid learning capability
Must have flexible approach to work and working hours
Ability to work with minimal supervision and on multiple tasks simultaneously
Excellent time management and prioritization of work tasks
Ability to talk at the correct technical level depending on the audience
Utilization of own initiative to resolve issues
Strong scripting skills (preferably Python, Unix shell, Perl) to provide infrastructure automation
Extensive use and Administration level knowledge of Linux (preferably RedHat flavors)
Experience supporting Web technologies (TomEE/Tomcat, proxies, Apache, IIS, content management systems etc.)
Knowledge of some Configuration Management and DevOps toolchains (e.g. Ansible, Jenkins, Git)
Knowledge of federated identity management systems and SSO
Experience with monitoring systems and log management/reporting tools (e.g. Sentinel, Prometheus, Loki, Grafana, Splunk, ELK)
TCP/IP networks and common internet protocols - such as HTTP/S and S/FTP

Nice To Haves

Working knowledge of SRE / Observability adoption
Knowledge of IaC principles and one of (AWS CloudFormation, Azure, Terraform, etc.)

Responsibilities

Respond to and resolve support issues to improve service delivery and provide consultancy to development teams
Investigate and troubleshoot technical problems with a focus on root cause analysis
Contribute toward ongoing automation and continuous improvement of existing services
Collaborate with the Engineering team to escalate recurring problems and provide feedback on requirements for new solutions
Participate in platform handover sessions to ensure successful transition of new technologies into the production environment
Utilize DevOps technologies including JIRA, Jenkins, and GitLab for issue tracking and deployment support
Maintain strong relationships with customers who will include developers and non-technical end users.
Ensure uniform and cohesive monitoring is applied across the relevant infrastructures.
Work with global counterparts for issue resolution and escalation.
Problem ownership from reporting to resolution or escalation to another team.
Follow the firm's best practices including managing changes to supported systems, and incident reporting.