Production Support Analyst II

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve.

We Stand For Service® is more than part of our name, it’s our mission and our purpose.

As a Production Support Analyst II / Engineer, you’ll play a key role as a Tier-3 application support resource within a collaborative, matrixed team. You’ll help maintain and enhance a dynamic IT environment that includes both Cloud and on-premises solutions supporting the financial and banking sector.

This role offers the option to be based at either our Market Street office in Philadelphia, PA, or our North Wilmington, DE office—whichever works best for you.

WSFS Bank will only consider candidates who are presently authorized to work for any employer in the United States and who will not require work visa sponsorship from WSFS Bank now or in the future in order to retain their authorization to work in the United States.

Job Responsibilities
:

• Perform troubleshooting and incident response within the IT production environment to ensure system stability and performance.

• Work on ticketing queues and resolve incidents, issues, and problems as they are logged with technical expertise and by referring to Playbooks and runbooks.

• Operate within ITIL frameworks, demonstrating sound judgment in assessing impacts, coordinating responses, and documenting event timelines for post-mortem and root cause analysis (RCA) reports.

• Perform infrastructure/application monitoring and health checks to minimize service disruptions and impact on end users.

• Investigate, communicate, and resolve moderate to complex technical issues related to application deployment, break-fix, and performance infrastructure dependencies

• Facilitate and manage major incident calls, bringing together internal teams and external vendors to ensure timely resolution.

• Create and maintain comprehensive documentation including templates, playbooks, runbooks and troubleshooting procedures.

• Build reports from CMDB data on Excel or Power BI

• Write small batch scripts to automate log collection and support daily operational tasks.

Minimum Qualifications
:

• Bachelor's degree in technology discipline is preferred.

• Minimum of 4 years of hands-on second-to-third-level application support or production support experience in a high-volume transaction processing environment. Banking or Financial Services industry experience is highly preferred.

• Demonstrated understanding of ITIL processes. ITIL Foundation certification is highly preferred.

• CompTIA Network+, Server+, or Security+, Windows Server / Active Directory, Azure or AWS Associate level certifications are a plus

• Experience working with tools like Ivanti, Service Now, Maximo, etc., for incident, change, and problem management is preferred.

• Demonstrated experience using a ticketing system

• Knowledge and experience for implementing changes onto Windows servers

• Familiarity with Windows system commands and log collection tools.

• Working knowledge of basic networking concepts, including SFTP, RDP, VLANs, SaaS, and on-premises data networks.

• Demonstrated experience leveraging Microsoft Office 365

• Demonstrated experience creating and maintaining documentation.

• Excellent analytical, problem-solving, prioritization, and decision-making skills.

• Exceptional communication and interpersonal skills

• Ability to interact with associates at all levels, adapting style as needed for technical or non-technical audiences, to communicate complex policies, procedures, issue status and updates to stakeholders is a must.

• Detail oriented with a high sense of urgency, and ability to manage multiple issues through resolution is a must.

• Willing to work a flexible schedule including nights and weekends based on planned…