Production Support Engineer

Role Summary

As a Production Support Engineer, you will be involved in supporting many third party and in-house built applications across several business lines including Global Marketing, Finance, Investment Division, and operational teams. You will be responsible for ensuring timely resolution of issues and proper engagement with developers and infrastructure teams.

The purpose of the Production Support Engineer is to provide frontline technical support, and liaison with developers and infrastructure teams to resolve issues in a timely manner. In addition, coordinating server and application upgrades, standing up of new databases, and general server maintenance functions related to services and IIS.

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 company best practices. A combination of strengths, both technical and soft skills, is a must to be successful in this highly demanding role.

Years of Experience

• 3-5 years’ experience in the investment management business preferred
• 3-5 years’ experience in/on IT related projects, preferred

Qualifications

• Bachelor’s degree in Computer Science, MIS or Finance, or equivalent experience
• Strong technical knowledge of windows server, intranet, networking, and experienced in querying SQL relational database systems. Powershell is a plus
• Familiarity with monitoring tools, such as Splunk / AppDynamics, is a plus
• Experience troubleshooting and resolving complex issue in a timely manner
• Knowledge of audit processes and procedures
• Proven customer service skills
• Understanding of SDLC, change management, and project management
• ITIL certification, preferred
• Ability to communicate technical details to all levels of management, both written and verbal
• Ability to multi-task and handle interruptions
• Effective at working under pressure in a high paced environment
• Ability to document new processes and workflows
• Assertive, self-motivated and self-directed

Special Requirements

• Collaborate with Seattle support peers
• On-call support rotation

Responsibilities

• Providing coverage for change management of both internally developed and vendor provided systems. This includes ensuring that quality assurance and testing of systems and subsystems are accomplished prior to moving changes to production. A Production Support Engineer is responsible for approving changes to the Russell production environment and ensuring all changes and processes are properly documented.
• Providing timely support for issues regarding RussellInvestments.com and many other back-office applications supporting Finance, HR, and the Investment Division.
• Ensuring that Russell systems are fully supported 24/7. This position will participate in planning and maintaining Business Continuity for internal systems.
• Troubleshooting issues related to job failures, file delivery, application and web server functionality, database permissions, and more.
• Managing vendor relationships, including planning for, and organizing release updates, new installs, new equipment, and software requests in conjunction with Corporate IT, business unit staff and vendor contact.
• Determining technology support needs and assessing availability of resources
• Coordinating technology efforts with Corporate IT and the business units
• Providing support to business units in troubleshooting data issues and reaching resolution
• Partial responsibility for vendor relationship management, including managing release cycles
• Partial responsibility for decisions affecting the operational state of the internal production computing environment within Russell Investments

Core Values

• Strong interpersonal, oral, and written communication and collaboration skills with all levels of management
• Strong organizational skills including the ability to adapt to shifting priorities and meet frequent deadlines,
• Demonstrated proactive approach to problem-solving with strong judgment and decision-making capability.
• Highly resourceful and collaborative team-player, with the ability to also be independently effective and exude initiative and a sense of urgency.
• Exemplifies our customer-focused, action-oriented, results-driven culture.
• Forward looking thinker, who actively seeks opportunities, has a desire for continuous learning, and proposes solutions.
• Ability to act with discretion and maintain complete confidentiality.
• Dedicated to the firm’s values of non-negotiable integrity, valuing our people, exceeding client expectations, and embracing intellectual curiosity and rigor.