Project Description: The goal is to demise Odyssey and GitLab and switch to bank's DevCloud build toolchain. The team comprises the following functional areas: Build & Deploy DevOps toolchains (Odyssey and CS GitLab) Security scanning Collaboration Tools Software Governance These functions are supported by various systems and applications used by engineers to build and deploy their internally built and vendor applications while meeting all regulatory requirements. There are two Build & Deploy DevOps toolchains: Odyssey and GitLab, with Odyssey covering approximately 80% of applications and CS GitLab covering the remaining 20%. There are seven approved supported deployment tools (which are maintained outside of this team), and Odyssey and GitLab will call these tools to deploy artefacts onto a target environment. The goal is to demise Odyssey and GitLab and switch to bank's DevCloud build toolchain.Responsibilities: Triage the issue (or fulfil the request) following the Knowledge Base (KB), which includes: Providing our customers with professional multi-lingual technical support for various business critical applications by phone, chat and email Taking ownership of each client issue through root cause and solution Interacting daily with internal 2nd and 3rd level support staff, with Traders / Sales / Client Relationship teams and with external client technical staff Coordinating / escalating to other support teams and business groups Collecting complete information from the end user (via Teams communication) Running automated troubleshooting packages/scripts Advising the end user Documenting the issue in the ticket Resolve the ticket or assign it to the L2 sub-group If required, return to the user for more information required by L2, or to relay information from L2 Providing 24/7 support in rotas (1st, 2nd and 3rd shift)Mandatory Skills Description: Ideally 5-6 years of customer support experience Fluency in English (written and spoken) Programming background Understanding of Linux Ability to write shell scripts Experience managing teams dispersed across different locations Experience managing work in rotas and shifts Experience with ETL processes and tools Experience with batch processes and tools Regular activities as Team Lead of Technology Operations Center (TOC) team. POC for high-priority tickets including overall triage and management Collaboration with senior Operations, Development, Infrastructure staff as well as 3rd party Support vendor and work to forge solid relationships with these teams. Environment planning and ensure all end-of-life technologies have a remediation plan. Identifying, monitoring, and reporting trends, driving go-to-green plans. Assistance with work driver and alert reduction efforts across the application portfolio
Job Title
Lead L1 Technical Support