Production & Support Engineer

As a production support engineer, you will be involved in the day-to-day activities associated with supporting the Enterprise Data applications Production-UAT environments and User Interface. You will ensure successful end to end processing of daily regional feeds, resolving workflow issues, reloading historical file requests, break/fix changes and small enhancements, and troubleshooting issues raised by downstream consumers of Enterprise data applications.

The purpose of this role is to provide frontline technical support of the application and User Interface to our project development team, data operations team, and downstream internal consumers of the data. You will liase with project developers in London and Seattle and troubleshoot issues with other business critical applications across the Russell Investment landscape.

The ideal candidate for this role will be someone with strong customer service skills, a team player who can also work independently, and adheres to application and the companys best practices. A combination of strengths, both technical and soft skills, is a must to be successful in this highly demanding role.

Role & responsibilities

• Supporting the technology associated with the Enterprise Data application including interactions with the Investment Division as well as other internal application consumers to provide reliable, scalable, and timely support of the production and UAT environments.
• Providing change management oversight of the application as well as other dependent application changes.
• Ensuring all changes and processes are properly documented.
• Ensuring internal data integrity which includes regional securities, positions, and pricing data loads. Also providing timely support of issues regarding long running processes, troubleshooting timeout issues with downstream consumers, and investigating data issues internally and/or with data operations.
• Investigating and resolving break fix issues, which may include minor development work, as well as ensuring proper build and deployment of changes to lower environments in conjunction with company SDLC standards.
• Escalate troubleshooting assistance to the product vendor, when necessary.
• Coordinate and execute upgrades of the MarkitEDM platform as well as server and database upgrades/migrations.
• Coordinating technology efforts with Corporate IT and the business units.
• Providing support to business units in troubleshooting data issues and reaching resolution.

Special Requirements

• Occasional calls/meetings with Seattle and/or London outside of normal work hours
• Occasional weekend and on call shifts (up to twice monthly)

Other skills

• Ability to communicate technical details to all levels of management, both written and verbal
• Experience troubleshooting and resolving complex issues in a timely manner
• Effective at working under pressure in a high paced environment
• Strong experience in Production Support role with ability to handle multi-tasking

Preferred candidate profile

• Overall 2+ years of IT experience
• Strong Microsoft SQL skills (Stored procedures, CTEs, Joins, views, etc.)
• Knowledge of data warehousing and management of large volumes of data
• Knowledge and understanding on tools like:
• Markit EDM
• Tidal scheduler (as a user)
• Any monitoring tool (E.g. Splunk/ AppDynamics/ Solarwinds)
• JIRA
• Asset management domain knowledge