Level 2 Support Engineer

Location:

Job Overview:

We are seeking a skilled Regulatory Reporting Level 2 Support Specialist to ensure the stability, efficiency, and accuracy of our critical regulatory reporting systems. The ideal candidate will handle escalated tickets, perform root cause analysis, coordinate with vendors and internal teams, and contribute to continuous process improvements within our regulatory reporting environment including tools such as Axiom, RegSol.

Key Responsibilities:

• Receive and manage escalated tickets from Level 1 support related to regulatory reporting systems.
• Troubleshoot, resolve, and close tickets capable of resolution at Level 2.
• Document all actions taken in incident logs and support documentation.
• Engage with end users for additional information and to clarify issues.
• Conduct root cause analysis to identify underlying issues and prevent recurrence.
• Collaborate with vendors and internal teams to resolve complex problems.
• Recommend process enhancements and tool improvements to increase efficiency.
• Coordinate with other support groups, IT infrastructure teams, and operational units.
• Interface with various systems, networks, and operating environments.
• Route issues to appropriate support levels when necessary.
• Perform batch trending analysis periodically and on request.
• Log problem tickets when warranted.
• Create and maintain support documentation, including runbooks for holiday periods and special events.
• Produce monthly stream data for executive reporting.
• Provide support outside of regular hours as needed, including during peak periods like holidays and fiscal year-end.
• Assist with release management and deployment activities.

Required Skills & Qualifications:

Technical Skills:

• Proficiency in Windows and Unix/Linux system administration.
• SQL query writing and database troubleshooting.
• Experience with incident management tools (e.g., ServiceNow, JIRA).
• Ability to perform root cause analysis.
• Knowledge of IT infrastructure, networks, and operating systems.
• Understanding of release management processes and deployment cycles.
• Familiarity with batch processing systems and tools.

Analytical & Problem-Solving Skills:

• Strong analytical capabilities to diagnose complex issues.
• Data analysis skills to monitor system trends and performance.

Communication Skills:

• Excellent verbal and written communication.
• Ability to prepare comprehensive documentation and runbooks.

Project & Process Management:

• Effective time management and prioritization.
• Collaborative mindset to work with cross-functional teams.
• Understanding of change management best practices.

Customer Service & Adaptability:

• Committed to delivering exceptional user support.
• Flexible to work outside normal hours during critical periods.

Core Competencies:

• Incident Management & Troubleshooting
• Root Cause Analysis
• IT Infrastructure Knowledge
• Release & Deployment Management
• Batch Processing & Data Analysis
• Customer Focus & Communication
• Continuous Improvement & Process Enhancement
• Flexibility to work across shifts and during critical periods