A market-leading investment bank is looking for a Product Support Analyst to join their Global Technology team near Salt Lake City, UT. This is an exceptional opportunity for a highly motivated individual to work locally as part of a broader global team. The team is part of a new and exciting department that aims to integrate business platforms across senior management, trading desks, trading management, risk managers, and risk analytics, among others. This is an excellent opportunity for emerging leaders to help shape the culture and have a significant impact at one of the world's most prominent investment banks.

Responsibilities:

• A Production Support Analyst will primarily be responsible for managing the technology stack to ensure we are providing the expected service to our clients through proactive system alerts, incident management, problem management, and user escalations/tickets via ServiceNow. 
• You will troubleshoot issues across the entire stack: hardware, software, application, and network.
• Manage Incident calls with IT partners, Infrastructure teams and other technology stakeholders. 
• Collaborate with development teams and users to resolve Support issues 
• Identify areas for improvements including automation, toil reduction, resiliency, and observability across the platform, and help build up the knowledge and documentation for the team 
• Operate on a follow-the-sun support model, with global production support coverage in Asia, EMEA and North America. You will participate in weekend and off-hours on-call on a rotational basis and be a point of escalation during critical incidents 
• Ensure that our global teams are working together and following consistent procedures and practices.

Skills Required:

• 3+ years of practical experience in Production support or similar roles.
• Working knowledge of UNIX/LINUX operating system, Any scripting language (E.g., Shell Scripting, Python, Perl, or JavaScript) and a Relational database (E.g., Sybase, DB2, SQL, Postgres, and so on)
• Experience in troubleshooting Application Issues and Managing Incidents
• Excellent and confident communicator in managing high-pressure environment

Skills Desired:

• Prior Financial Industry experience is desirable. 
• Familiarity with SRE principles and practices, such as service level indicators (SLIs), service level objectives (SLOs), error budgets, incident management, postmortems, and blameless culture.
• Exposure to modern observability tools such as Prometheus, Grafana, Kubernetes, Docker, Ansible, etc.
• Knowledge of ITIL Principles, SDLC, and Agile development is desired
• Experience in Cloud / Distributed computing technology or certification is a plus

About mthree:

mthree is the award-winning talent and training partner for organizations across the globe. As tech innovation reshapes our world, the skills required to succeed evolve just as quickly. At mthree, we equip individuals and organizations with the skills needed to thrive now and in the future. We recruit professionals who are eager to fast-track their careers in technology or operations within prestigious global organizations.

We offer experienced professionals access to top roles with our clients, including tier-one organizations across various industries, from banking and insurance to healthcare to travel. Join us to work on groundbreaking technology projects, from international trading platforms to critical applications for our clients.

At mthree, our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees.  We take great pride in celebrating the diversity of each individual who contributes to making mthree the company it is today and will be in the future. We value diversity both within mthree and with our partner companies, and we're proud to provide an environment where all our colleagues can flourish. That means promoting a strong culture of equality but, most importantly, inclusion.

mthree helps graduates start careers in technology and banking at leading employers. Through paid practical training, support, and fairness from the start, we can help you go further in your career than you thought possible.