Production Support Engineer

Your Opportunity

Wealth and Asset Management Engineering is aligned to support the technological needs of Charles Schwab Investment Management, Wealth, and Asset Management Client Solutions. This is a support position in Technology Operations to support the systems for managed portfolio accounts in Investment Advisory.  In this role, the candidate will work closely with internal and external teams to drive the strategic vision of supplying Subject Matter Expert support to Portfolio Managers, Trading, Operations. The individual will handle improving and streamlining critical business processes - Overnight batch process, Business Ready Checks, Health Checks Automation. In this business facing role, the candidate will be driving issue analysis and resolution, recommending solutions, and helping to promote the overall support strategy, including transformation initiatives of automation and proactive monitoring of infrastructure and processes.  The individual will also interact with key business stakeholders, application developers, third-party vendors and data providers for issue analysis and resolution.

What you’re good at

• Proactively detecting, troubleshooting, and resolving all issues affecting production applications. This involves coordination with and escalation to development and external teams where necessary. This team owns all issues escalated to WAM Engineering until it is resolved, or a workaround is supplied to end users.
• Provide clear, concise, and prompt communication to affected parties during the investigation and resolution of any individual or system-wide outage.
• Responsible for ensuring the Change Implementation Management policies are adhered to for all changes deployed to Production.
• Work with development teams at the proper stages to ensure the support strategy guidelines are followed and new systems or projects meet the Production standards.
• Constantly update knowledge repository, ensure information regarding any support related activities or issues are available and easily accessible.
• Responsible for servicing all requests for data or other activities that require access to Production systems.
• The goal is to improve self-reliance and reduce dependency on the availability of development or external team resources for the initial troubleshooting and resolution of problems.

What you have

• Bachelor’s/master’s degree from a top tier university, preferably in Computer Science
• 2-5 years of support/developer experience in financial services, preferably Asset Management.
• Experienced Support Analyst with a strong understanding of Trade Life Cycle, trade workflows of Equity/ETF, Fixed Income and Mutual Funds.
• Be able to manage an outage incident, coordinating user communications, and other teams to help resolve an incident.
• Strong ownership mentality with a focus on customer satisfaction. Be able to easily communicate with Traders/Portfolio Managers/Compliance/Risk users to discuss their issues and work through to a resolution.
• Solid record of accomplishment in an operational/support role, understands incident/problem/change management and how to drive stability across organizations.
• Hands-on professional that understands both code and infrastructure.

Technical/Vendor Product skills – Required.

• Operating System: Windows Environment

• AWS

• Release and Change management.
• SQL/Databases (SQL Server): Understanding of tables, views, indexes, and stored procedures, and the ability to understand them by reading their definitions. Familiarity with SQL queries. Understanding of transactions, query plan analysis and database troubleshooting.

Technical Skills - Desired

• Tools: Source code management or any other CI/CD tools.
• Ability to debug and troubleshoot code by examining logs, using debuggers, Splunk, App Dynamics dashboards etc.
• .Net/C#/Java/ Data Conversion or ETL tools exposure is desirable.
• Agile
• FIX Protocol

"In addition to the salary range, this role is also eligible for bonus or incentive opportunities."