The Senior Associate of Technology Operations is responsible for monitoring the  production environment.  It also includes reviewing processes and procedures throughout the Production environment and driving improvements throughout. This role will reside in Technology Operations and will work closely with a broad cross-section of the organization including the following teams: Production Control, Production Support, Release Management, Platform Services, Storage, Cloud, Linux/Unix, Networking, Business Operations, Change/Problem/Incident Management. The primary focus of this role is to ensure that Production runs as efficiently as possible and being a technical liaison to teams to ensure that operational readiness, documenting the issues impacting the business and following best practices are being adhered to.

Primary Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

• Focus on shifting the overall operational posture from re-active to pro-active
• Employ first-level Incident identification and resolution techniques to interruptions across Mainframe, Linux/UNIX, Windows, Storage and Network platforms.
• Monitor multiple applications and systems using approved software.
• Monitor and respond to applications/systems alerts across all platforms in accordance with Quality Standards and/or Security Policies.
• Maintain processing records and logs
• Escalate Production Incidents to Second-Level support as required per policy to ensure a timely resolution.
• Assist with mainframe IPL’s, and other system commands if and when required.
• Support transmissions across SFTP/NDM.
• Support MQ channels
• Support the execution and troubleshooting of scheduling jobs.
• Provide first-level support for Production Installs, D/R and Industry tests.
• Maintain all off-site storage records and shipments.
• Rerun/Restart failed backups and perform restores when required.
• Production / Technology Operations are required to have reliable access to certain applications (Slack, Microsoft Outlook and Zoom) within the OCC network to maintain business continuity and regulatory compliance.  Employees must verify they have downloaded and installed OCC’s Slack, Microsoft Outlook and Zoom applications on a personal mobile device through the Intune Company Portal within 2 weeks of hire date
• Report and document any processing anomalies utilizing approved software. (Service Now / Remedy)
• Analyze and report upon Production performance CI opportunities
• Analyze and report upon Production capacity CI opportunities
• Analyze and report upon Production critical-path processing CI opportunities
• Stand-up SWAT’s if when needed to drive resolution of ongoing Production issues
• Identifies and diagnoses complex problems and factors affecting Production performance
• Troubleshoot hardware and software problems, take appropriate corrective actions and/or interact with IT-staff/vendors in performing complex testing, support, and troubleshooting functions
• Move between tactical & strategic (ie. Forecast system demands and recommend upgrades, expansions and reconfigurations if/when needed)
• Consult & evangelize for operational best practices
• Collaborate across domains (ie. network, db etc) to assist with application tuning
• Adhere to any/all Production security requirements and best practices
• Adhere to any/all processes to align with regulatory requirements
• Adhere to, and advocate for, all ITIL processes (ie. Incident, Problem, & Change)
• Actively participate in Incident, Problem & Change as a ‘shepherd’ for all things Production
• Analyze repeating alerts to pro-actively identify environmental issues
• Surface any/all environmental & operational risks identified
• Evangelize for repeatably automated processes that can be scaled
• Prioritizes and align efforts to Production availability requirements and business priorities
• Alternate shift work may be required.

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