Support Analyst - Web Platform

Department Overview:

The Information Technology department at Nomura is at the forefront of innovation, driving technology solutions that empower our business and enhance client experiences. We leverage cutting-edge technologies to develop and maintain robust systems and infrastructure, ensuring the security, reliability, and efficiency of our operations. Join our team and be part of a dynamic and collaborative environment that embraces technological advancements to deliver value and drive our digital transformation journey               

Role Description:

This role is working in Nomura's Web Operations team within Global Infrastructure Services. The candidate will be required to work closely with the development team to ensure successful transition of run the bank (RTB) activities and onboarding of new platforms and technologies.

Role / Principal Accountabilities:

The team's primary focus is providing global operational support for the infrastructure technologies delivered from within the Web group, which include:

• Web Server infrastructure (external & internal) - TomEE/Tomcat, Spring Boot, IIS, Apache
• Authentication/authorization technologies, CMS technology
• Web search – ELK stack
• AWS, Azure, Terraform

Key responsibilities include:

• Respond to and resolve support issues to improve service delivery and provide consultancy to development teams
• Investigate and troubleshoot technical problems with a focus on root cause analysis
• Contribute toward ongoing automation and continuous improvement of existing services
• Collaborate with the Engineering team to escalate recurring problems and provide feedback on requirements for new solutions
• Participate in platform handover sessions to ensure successful transition of new technologies into the production environment
• Utilize DevOps technologies including JIRA, Jenkins, and GitLab for issue tracking and deployment support

Key Objectives critical to success of the role:

• Maintain strong relationships with customers who will include developers and non-technical end users.
• Ensure uniform and cohesive monitoring is applied across the relevant infrastructures.
• Work with global counterparts for issue resolution and escalation.
• Problem ownership from reporting to resolution or escalation to another team.
• Follow the firm's best practices including managing changes to supported systems, and incident reporting.

Skills, experience, qualifications and knowledge required:

Skills & Experience Required:

• Strong analytical skills and a solid understanding of all critical Production Support processes
• Good communication skills and a high standard of written documentation
• Demonstrate an ability to work well as part of a global team, and on their own when required
• Self-motivation, enthusiasm and proven rapid learning capability
• Must have flexible approach to work and working hours
• Ability to work with minimal supervision and on multiple tasks simultaneously
• Excellent time management and prioritization of work tasks
• Ability to talk at the correct technical level depending on the audience
• Utilization of own initiative to resolve issues

Knowledge Required: Essential to have most of the following:

• Strong scripting skills (preferably Python, Unix shell, Perl) to provide infrastructure automation
• Extensive use and Administration level knowledge of Linux (preferably RedHat flavors)
• Experience supporting Web technologies (TomEE/Tomcat, proxies, Apache, IIS, content management systems etc.)
• Knowledge of some Configuration Management and DevOps toolchains (e.g. Ansible, Jenkins, Git)
• Knowledge of federated identity management systems and SSO
• Experience with monitoring systems and log management/reporting tools (e.g. Sentinel, Prometheus, Loki, Grafana, Splunk, ELK)
• TCP/IP networks and common internet protocols - such as HTTP/S and S/FTP

Knowledge Desired:

• Working knowledge of SRE / Observability adoption
• Knowledge of IaC principles and one of (AWS CloudFormation, Azure, Terraform, etc.)