Job Title:

Senior Application & Infrastructure Analyst

Job Family:

Job Code:

Job Level: 007

Department:

Global Engineering & Architecture

Business Line:

Information Technology & Solutions

Purpose of Job:

The Senior Application & Infrastructure Analyst plays a critical role in ensuring the stability, resilience, and availability of the Bank’s systems by applying Site Reliability Engineering (SRE) best practices. This role involves hands-on troubleshooting, proactive monitoring, and close collaboration with cross-functional technology teams to meet business expectations. The successful candidate will address application and service-related issues, directly contributing to maintaining trust and satisfaction across the Bank’s user and customer base. We are looking for a customer-focused, detail-oriented professional who demonstrates initiative, thrives in a fast-paced environment, and embraces challenges with an eagerness to learn and adapt.

Specific Area Purpose:

Production Support

Reporting Relationships

Reports to:

Senior Manager

Direct Reports:

N/A

Major Accountabilities:

• Troubleshoot and resolve application and infrastructure issues, providing hands-on support when necessary.
• Investigate and resolve escalated user concerns related to the eTeller application.
• Collaborate with support teams and cross-functional technology teams to ensure timely follow-up and resolution of issues.
• Analyze application logs, system performance metrics, and transactional data to identify root causes.
• Document findings, recommend remediation steps, and escalate complex issues as appropriate.
• Maintain and update incident tracking systems, ensuring accurate and transparent reporting.
• Ensure compliance with internal policies and regulatory SLA requirements.
• Identify trends and propose process or system improvements based on recurring issues or customer feedback.

Education/Work Experience/Designations

Education

- B.S. in Computer Science, Engineering, Information sciences, or equivalent

Experience

• 5+ years of experience in application support, infrastructure operations, or a similar technical role.
• Proven experience with incident management, root cause analysis, and performance tuning.
• Hands-on experience with Windows/Linux environments, network fundamentals, and cloud platforms (Azure, AWS, or GCP).
• Familiarity with monitoring tools (e.g., Splunk, AppDynamics, Prometheus) and automation frameworks.

Functional Skills

• Strong troubleshooting and analytical skills for complex application and infrastructure issues.
• Ability to interpret logs, performance metrics, and transactional data.
• Knowledge of SRE principles, high availability architectures, and disaster recovery strategies.
• Proficiency in scripting languages (e.g., PowerShell, Python, Bash) for automation and process improvement.

Competencies

• Customer Focus: Committed to delivering exceptional service and support.
• Problem Solving: Ability to diagnose issues quickly and implement effective solutions.
• Collaboration: Works effectively with cross-functional teams and stakeholders.
• Adaptability: Thrives in a dynamic, fast-paced environment with changing priorities.
• Attention to Detail: Ensures accuracy and compliance in all tasks.
• Continuous Improvement Mindset: Identifies opportunities to enhance processes and systems.

Dimensions:

• Scope of Impact: Supports critical banking applications and infrastructure impacting hundreds of internal users and thousands of customer transactions daily.
• Decision-Making Authority: Makes independent decisions on incident resolution and escalation paths within defined policies and SLAs.
• Budget Responsibility: No direct budget ownership but influences cost optimization through process improvements and automation.
• Team Interaction: Works closely with application support, infrastructure, and development teams across multiple regions.
• On-Call Requirements: Participates in a rotational on-call schedule to ensure 24/7 availability for critical incidents.
• Incumbent is responsible for approval of some recommendations for strategic resource planning. Recommendations for the resolution of more complex issues are presented for management approval.
• Priorities must be constantly evaluated and reorganized daily to provide direction to a large test team.
• Direction is provided by the Director for issues requiring senior management intervention.
• On-site (or remote) support is provided 5 days a week, with pager/ laptop/ on-call support provided after hours and weekends to supply consultation and direction.
• Frequent decisions and recommendations contribute to the department’s ability to provide high quality support of releases and projects that ultimately impact over 1200 Domestic branches and locations.