Infrastructure Support Specialist (Windows)

Job purpose

Provide 2nd and 3rd line production operational support for our Business Systems, many of which are business critical. Provide remote and on-site support as part of the on-call support Rota. Take a lead role with the delivery of application releases for minor/major projects and programs.

Essential Function / major duties and responsibilities of the job

• Provide remote and onsite and support for our internally developed business critical applications and 3rd Party vendor packages through Dev, UAT, Test and Prod. Manage and escalate problems as appropriate.

• Investigate defects or problems; work with the internal Development team and external vendors to identify workarounds and support any fixes that are required as part of service improvement.

• Implement changes or fixes to applications. Support other technical changes being made which affect the Business Systems. Follow our Change Management procedure and other standard practices in installing and configuring applications in Test and Production environments.

• Ensure that the BAU Service is prioritized, and all faults, incidents and problems are responded to in an efficient manner without negatively impacting SLA’s and reporting metrics in place.

• Upgrade or maintain software at a time when the impact to the business is minimized.

• Provide 24/5 on-call cover on a rotational shift basis.

• Participate in regular Disaster Recovery testing activities.

• Create, maintain, and review operational process and support documentation.

• Participate in planned weekend work as required.

• As required, provide representation for Application Support changes at the weekly/daily CAB. Ensure other team’s changes do not have an impact on the delivery of the application services.

Experience / essential and desired for successful job performance

Essential

• Must have strong experience for supporting production applications in an enterprise Microsoft Windows environment (Windows 2019, 2022 servers)

• Must be familiar with supporting proprietary developed and vendor-based business critical banking applications (.net, java and vendor-based applications)

• Knowledge of ITIL framework (solid understanding of Incident, Problem, Changes)

• Ability to support web-based applications that run on IIS, Apache Tomcat, etc. (knowledge of web servers)

• Awareness of basic networking tools/Services including Active Directory, DHCP, DNS and TCP\IP knowledge.

• Scripting knowledge in languages such as PowerShell and able to run SQL queries

• Strong documentation and technical writing skills awareness of tools like confluence and SharePoint.

• Willing to work on weekend releases and on-call support based on Rota.

• Ability to plan and implement technical changes without unexpected disruption to the service and with minimal oversight.

• Strong experience of Release Management processes for the deployment of application packages from development through to production environments.

• Ability to collaborate effectively with Development and other operational support teams in to support the service.

• Experience in providing cross training on application solutions and operational processes to colleagues.

Desired

• Knowledge of Banking systems and related industry standard practices

• Experience in working and configuring monitoring systems such as Dynatrace.

• PowerShell scripting experience

• Linux and Shell scripting

Qualifications / certifications

Essential

• Bachelor’s degree or equivalent

• Prior IT Operational Support experience across business-critical Production infrastructure, applications, and database services.

Desired

• Industry standard IT certification – Microsoft/Linux/AWS

• ITIL certification