Technology Production Support Engineer

Remote

Annexus has been certified as a great place to work – again!

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.

Responsibilities:

  • 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

Technical Requirements:

  • 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.

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