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We are a leading financial institution that designs and distributes highly innovative investment and retirement solutions that have been revolutionizing the retirement planning industry for over 15 years. We have an immediate opening for a Technology Production Support Engineer.
Operate as technical support within the context of a production environment with direct exposure to its user base
You will oversee all day-to-day system production environment operations with a focus on exceeding our established service levels
Diligently managing in partnership with the business any systematic issues resulting in disruption or risk to the business and customer experience and communicate regularly and frequently the technology impacts through resolution
Tactically managing the closure of technical issues that come up in the day-to-day business partnering across all stakeholder groups (e.g., the insurance carriers, recordkeepers, asset managers, etc.) to determine root cause analyses, up/downstream impacts, criticality of the impacts, the details of the resolution, and the overall priority of resolution across parties
Responsible for implementing solutions to issues in partnership with the business and our core technology provider
As an outcome of resolving business disruptions, analyze errors, bugs, and issues reported within the production environment
Document and communicate findings back to the software development team
Partnering closely with our customer stakeholders including insurance carriers, recordkeepers, trustees and asset managers to ensure that their systems and environments are maintained in accordance with the standards set in our agreements allowing our end-to-end product to be managed within service level
Work with the business side to update system documentation and collaborate on business process improvements
Coordinating with our business and technology stakeholders to manage any production changes and updates including any testing and deployment efforts in conjunction with our integration manager and development team
As necessary, and to support production release management work with the QA team in the development and institution of in-house testing procedures, smoke testing, and overseeing the regression testing of the latest builds
Partner with the business relationship manager and account manager to prepare monthly performance reporting and communicate status focusing on optimizing service to our customers (the insurance carriers, recordkeepers, asset managers etc.) on a regular basis
Drive and support frequent communications to stakeholders to manage production issue resolutions, production release coordination and overall change management activities to ensure production enhancements are seamlessly implemented
Additional ad hoc tasks related to the management of the production environments, the Annexus Retirement Data Exchange (ARDX) platform, as well as ancillary supporting systems
Desired Skills and Experience:
5+ years of technology support experience
Experience working in a fast-paced, deadline-oriented environment
Experience working with external consultants and in-house technical staff
Strong written and verbal communications skills
Excellent analytical and problem-solving skills
Need to be able to work well in a team environment with minimal supervision
Skilled in all forms of testing (regression, integration, smoke)
Strong organizational skills
Performance testing (Jmeter preferred)
Automation testing experience (Katalon, Nightwatch.js or Selenium Webdriver preferred)
API Testing (Postman & Katalon preferred)
Mobile Testing (Appium, or other)
Basic SQL / database knowledge
All applicants are required to take a PI Survey and are subject to a background check prior to hire. We offer a competitive compensation and benefits package including health benefits and 401(k). Annexus Management Company is an Equal Opportunity Employer.
If you have any technical issues completing the Predictive Index survey or submitting your application please email [email protected] for assistance.