What we do:

We design, develop, and host data-rich, full-featured, high-traffic web and mobile applications for financial institutions, brokerages, and media clients. The Markit Digital Production Support Team is responsible for providing leadership and direction to ad-hoc technical resources to ensure the successful investigation and resolution of all production or client impactful incidents. 

What you'll do:

As an engineer in the Tier 2 Support team you are responsible for triage, investigation and handling of reported incidents impacting our production environments.

• Find solutions for client incidents through the use of internal tools, code reviews and interaction with internal technical teams and engineers
• Trend analysis to identify patterns or repeat incidents on high volume of incidents
• Ensure software releases are production ready by collaborating with software engineers and product owners to create, update and maintain proper documentation on initial and subsequent releases
• Manage third party data vendor escalations and updates via phone and email interactions
• Maintain an accurate record of activities using JIRA; ensuring detailed and accurate entries
• Deep review and assessment of associated tasks, code, underlying databases and components for each incoming client incident
• Monitor application and feed processing tools and respond and escalate failures
• Continuously drive service quality improvements by undertaking thorough root cause analysis and leading corrective actions directly and as part of the release cycle

Skills and Experience:

• Minimum two years of professional troubleshooting experience
• Proven technical ability in solving problems with both hardware and software. Experience in several of the following areas: ASP.Net, C#, Javascript, Networking (IP, routers/firewalls), SQL, relational databases, HTML
• Excellent understanding of the technical fundamentals of the Internet
• Background in the financial markets is a plus, especially exposure to the wide range of tradable instruments outside of common stocks
• Experience communicating with clients on production incidents
• Incident Management experience in technical or web hosting environment preferred
• Working knowledge of monitoring platforms and applications preferred
• Familiarity with ITIL preferred