This position will report into the Production Operations team and will provide hands on Level 2 application support across a variety of applications and technologies. This role will be responsible to diagnose complex production incidents, improve time to resolve and prevent incidents. This role will require cross-functional coordination and will focus on the entire end-to-end customer experience to reduce/prevent negative customer impacts, save revenue, reduce cost and improve customer satisfaction. This role requires knowledge of coding, application & infrastructure technologies, application performance and incident diagnosis.
Responsibilities
Document Standard Operating Procedures (SOPs) in the Knowledge Base for diagnosing and resolving application errors using error logs, error messages and error scenarios. Cover the customer experience end to end.
Immediately respond to major incidents impacting applications (Priority 1, Priority 2 & Priority 3).
Follow SOPs to diagnose and resolve. This may include steps for reviewing logs, analyzing dashboards and monitoring tools, executing queries, assessing system performance, etc.
Execute automated runbooks if applicable
Participate in Post Incident Review (PIR) meetings to identify how we could have avoided the incident to begin with, how we could diagnose faster, how we could resolve faster. Help the Problem Management team identify action items.
Accurately capture details for all incident tickets
Respond to Priority 4 & 5 incidents (excludes service requests) and resolve.
Brainstorm how to prevent outages & incidents
Review past incident & problem tickets
Analyze system performance trends
Identify recurring incidents
Determine what actions technology needs to take for prevention
Update and configure monitoring tools to improve our ability to diagnose incidents faster
Identify requirements for additional logging, runbooks, validation scripts.
Engage with application development teams to understand new features that are planned, document & track non-functional requirements on behalf of incident management, learn about new technologies and features, ensure the Level 2 team is prepared to support.
Review planned changes/releases with potential application impact, ask questions, identify any concerns to protect applications.
Report on incident related metrics for all applications
Partner with Monitoring Analysts, SREs and Level 1 to assess & improve logging/monitoring/alerting
Provide input toward continuous improvement and maturity including automation, communications, incident processes, measuring value, tooling.
Requirements:
Bachelor’s degree in Computer Science, Information Technology, or Related field
Minimum experience of 5 years working in a Technology organization
Experience in coding, working with a variety of application & infrastructure technologies, analyzing application performance and diagnosing complex incidents
Strong problem solver
Analytical mindset and ability to grasp complex topics
Excellent verbal and written communications
Ability to multi-task with multiple priorities
Proven ability to establish and maintain positive customer and team member relationships
Ability to understand system logs, application performance dashboards & monitors. Ability to query data and execute commands.
Nice To Have:
ITIL training certification or extensive experience with Incident Management
Systems Administration experience
Hands on experience configuring and utilizing AppDynamics or other monitoring tools to help identify and diagnose application issues
OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.
Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.
Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:
Health and wellbeing options for team members and their dependents
Up to 4% matching 401(k)
Employee Stock Purchase Plan (10% share discount)
Tuition reimbursement
Continuing education
Bonus eligible
Paid time off (15 days’ vacation per year, plus 2 personal days, prorated based on start date)
Paid holidays (7 days per year, based on start date)
Paid volunteer time (3 days per year, prorated based on start date)
And more
Who We Are
OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.
Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.
Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:
In our more than 1,300 community branches and across the U.S., team members help millions of customers solve critical financial needs, including debt consolidation, home and auto repairs, medical procedures and extending household budgets. We meet customers where they want to be -- in person, by phone and online.
At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.
OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.
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