System Reliability & Support Lead
About The Position
Leads and participates in the monitoring, maintenance, support and modernization of systems and software to ensure stability and compliance to technology standards. Performs maintenance, including installation of patches and upgrades. Coordinates with delivery teams to ensure changes are implemented in order to maintain a stable production environment. Incident detection, resolution and/or escalation. Analyze and identify root cause of incidents. Gathers information and reports out on design, reliability, maintenance problems and bugs. Monitors systems availability, performance, and capacity against baseline metrics and reports trends. Implements methods, techniques and evaluation criteria for monitoring software reliability and resolving incidents. Educates and coaches more junior staff to ensures in depth knowledge of supported systems and applications. Leads application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards.
Requirements
- University / college degree, with 3+ years of relevant / direct industry experience
- In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered
- Bachelors degree
Nice To Haves
- Prior experience with ServiceNow Incident management
- Dynatrace
- SRE Monitoring Tools
- Oracle, SQL knowledge
- Prior L2, L3 Support
Responsibilities
- Monitoring, maintenance, support and modernization of systems and software
- Installation of patches and upgrades
- Coordinating with delivery teams to ensure changes are implemented
- Incident detection, resolution and/or escalation
- Analyzing and identifying root cause of incidents
- Gathering information and reporting on design, reliability, maintenance problems and bugs
- Monitoring systems availability, performance, and capacity against baseline metrics and reporting trends
- Implementing methods, techniques and evaluation criteria for monitoring software reliability and resolving incidents
- Educating and coaching more junior staff
- Leading application governance, such as required attestations, continuity testing, impact analysis, responding to audit/regulatory inquiries and complying with technology standards
Benefits
- medical/prescription drug coverage (with a Health Savings Account feature)
- dental and vision options
- employee and spouse/child life insurance
- short and long-term disability protection
- 401(k) with PNC match
- pension and stock purchase plans
- dependent care reimbursement account
- back-up child/elder care
- adoption, surrogacy, and doula reimbursement
- educational assistance, including select programs fully paid
- a robust wellness program with financial incentives
- maternity and/or parental leave
- up to 11 paid holidays each year
- 9 occasional absence days each year, unless otherwise required by law
- between 15 to 25 vacation days each year, depending on career level; and years of service
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
