IT Systems Engineer III (Client Platforms Support)

First Horizon
Birmingham, TN
Job Description
We are seeking a Systems Engineer III with extensive experience in troubleshooting, systems triage, and ticket/incident support. The ideal candidate will have strong experience in problem solving and incident management, including working through a variety of backend systems and core applications for purposes of research, logs analysis, testing, results validation and troubleshooting to resolve customer-facing issues.

Requirements

  • Pursue any assigned incidents or tickets to resolution across a variety of backend systems and applications
  • Interact and collaborate with associates, internal clients and Client Platforms product owners to identify defects, resolve issues, and improve our stability and value to our customers
  • Collaborate with our Call Center support teams to identify trending issues affecting our clients and how best to resolve these while improving our responsiveness within established SLA
  • Collaborate with our Client Platforms Development Teams to identify work being done on upcoming Agile sprints and how these changes might impact Client Platforms Support with regard to customer impact
  • Provide encouragement and technical direction to other members of the Client Platforms Support Team
  • Perform root-cause analysis for production incidents and help identify new features that might help mitigate such issues going forward
  • Improve our monitoring footprint of essential systems when incidents identify gaps in our current monitoring alerts
  • Stay up to date with emerging technologies, including AI—and apply tools to increase efficiency in resolving issues, adding to our support toolsets, and improving our “Mean Time To Resolution” (MTTR)
  • Perform additional duties and attend additional training as needed for the Client Platforms Support team

Benefits

  • Medical with wellness incentives, dental, and vision
  • HSA with company match
  • Maternity and parental leave
  • Tuition reimbursement
  • Mentor program
  • 401(k) with 6% match
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