Lead Technology Operations Engineer

About Role:
As an Lead Technology Operations Engineer, you will support a diverse set of Products and Services within an agile cross-functional product development team. Feedback and input from Employee Support Analyst will be key to modernizing and building better products.
A willingness to take ownership of products running in production and providing frictionless experience to end-users is a key part of this role. The team is passionate about keeping our systems modern, reusable, and maintainable.
You will be shaping the future of DBRS Morningstar’s Products and helping to make DBRS Morningstar a technology-first environment.
The role will work with team members in North America and Mumbai and support DBRS Morningstar’s global offices.
Shift: US
Responsibilities
Support a diverse set of Products and Services; applying technical knowledge to assist end-users and stakeholders
Research to identify issues; provide the timely resolution, and communication of outcomes to all appropriate team members.
Communicate to effectively to convey complex technical information, via email, chat, ticketing system and attendance in bridge calls. Understand and educate end-users on complex user experiences.
Contribute to knowledge base for end-users and support analysts
Make software improvement recommendations to enhance user experience and increase support analyst autonomy .
Track, evaluate, and determine resolution approach for credit products and underlying data issues. Demonstrate a high sense of ownership of the issues in the product ticket queue. Be responsive and provide timely updates, follow-up, expedition, and resolution.
Articulate and evangelize the strength, quality, and value of the product, acting as a subject matter expert where necessary.
Think strategically when it comes to understanding client requirements, problem-solving, and project management skills.
Perform RCA for critical incidents and recurring issues to identify root causes and drive preventive actions.
Collaborate with development teams to implement and validate code fixes for production issues when required.
Qualifications
A Bachelor's Degree in Computer Science or related field
5 + years of experience in Application Production L2 (Level 2) & L3 (Level 3) support.
Ability to work independently and manage time and multiple concurrent priorities
Ability to collaborate successfully with team members
Excellent troubleshooting skills
Knowledge of Service Level Agreement management, Incident management, Service request handling, Application Monitoring (alerts, logs), etc.
Experience with any service desk tool, such as BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
Hands-on with technologies such as.net/ python/ JavaScript/Any JavaScript framework
Ability to debug SQL Queries and write stored Procedures in a relational database management system (RDBMS).
Excellent communication skills – verbal, listening, reading, writing
Work with multiple teams – end users, functional teams, release manager, development team.
Working Hours: US Night Shift
Nice to haves
Demonstrated domain knowledge in financial/investment data, and/or analytics
Working knowledge of Amazon Web Services (AWS)
Working knowledge of monitoring tools e.g., Splunk, New Relic etc.
Morningstar is an equal opportunity employer
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
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