Position Description

We are seeking an experience Scrum Master technical support role providing triage of application issues reported by FAs in the Digital space. This includes analysis of issues from a front and backend perspective. Candidate will work closely with application developers, infrastructure support groups, and other application teams supporting the Wealth Management business. Primary responsibility is to ensure stability of business critical client and server-based application processes and associated infrastructure. Although business knowledge is not an essential skill, understanding business demands help inform decisions in all areas of our team. The position offers an interesting mix of business and technical aspects. It is important to stress that strong interpersonal skills and team spirit are required in addition to the ability to proficiently deliver verbal and written communications. This is a team that works extensively with other IT members in all MSWM locations. This job demands strong work ethic and requires extensive hands-on, active participation.

Responsibilities & Skills required

* 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 us until it is resolved or a workaround is provided for end user to continue functioning.

* Responsible for maintaining clear, concise, and timely communications with affected parties during the investigation and resolution of any individual or system-wide outage

* Responsible for the stability of the Production environment

* Develop and continually revise (in partnership with other teams where necessary) suitable policies and procedures to ensure appropriate application development standards are available to guide development for systems deployed to Production.

* As the gatekeepers of the Production environment, responsible for ensuring the Change Implementation Management guidelines/policies are adhered to for all systems deployed to Production.

* Responsible for servicing all requests for data or other activities that require access to Production systems

* Work with development teams at the appropriate stages in application development to ensure any new systems or projects meet the Production standard

* Responsible for maintaining and growing a body of knowledge that is accessible to all team members. Ensure information regarding any support related activities or issues are available and easily accessible.

* Experienced, technically hands-on professional that understands both code and infrastructure

* Solid track record in an operational/support role, understands incident/problem/change management and how to drive stability across organizations.

* Self-motivated with exceptional oral and written communication skills, ability to communicate clearly and concisely

Desired Skills

* Knowledge of banking technology & related applications

* Familiarity with ITIL terms around incident and problem management is preferred