Job Description - Background in software development or scripting for automation - Previous experience in the financial services industry Success Metrics - MTTA: Mean time to acknowledge - MTTR: Mean time to resolve - Stakeholder satisfaction with incident communication - Knowledge base usage rate and coverage - Number of issues handed over to L1/L2, EMKT teams - Measure # of system identified vs user reported alerts and trends over time - Enhancements and alerts requested - Minimize # of user reported incidents - Measure incidents resolved with L1/L2 without app support team - Reduction in resolution times due to documented processes We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates - Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions - Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs) - Coordinate resolution and follow ups with dependencies outside immediate team - Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base Team Leadership and Coordination: - Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing - Foster a strong ownership mindset within the team, ensuring accountability for system health and stability Monitoring and Alerting - Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].