Support Analyst - Web Platform

Job Title: Support Analyst - Web Platform

Corporate Title: Analyst

Department: Group Technology

Location: Jacksonville, FL

The pay range for this position at commencement of employment is expected to be between $80,000 and $100,000 annually.

* (see below footnote for additional compensation and benefits information).

Company overview

Nomura is a global financial services group with an integrated network spanning approximately 30 countries and regions. By connecting markets East & West, Nomura services the needs of individuals, institutions, corporates and governments through its three business divisions: Wealth Management, Investment Management, and Wholesale (Global Markets and Investment Banking). Founded in 1925, the firm is built on a tradition of disciplined entrepreneurship, serving clients with creative solutions and considered thought leadership. For further information about Nomura, visit www.nomura.com.

Aon’s Benefit Index®, Nomura’s benefits rank #1 amongst our competitors

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.)

Nomura Competencies

Explore Insights & Vision

• Identify the underlying causes of problems faced by you or your team and define a clear vision and direction for the future.

Making Strategic Decisions

• Evaluate all the options for resolving the problems and effectively prioritize actions or recommendations.

Inspire Entrepreneurship in People

• Inspire team members through effective communication of ideas and motivate them to actively enhance productivity.

Elevate Organizational Capability

• Engage proactively in professional development and enhance team productivity through the promotion of knowledge sharing.

Inclusion

• Foster a culture of inclusion and psychological safety in the workplace and cultivate a "Risk Culture" (Challenge, Escalate and Respect).

*base pay offered may vary depending on multiple individualized factors, including market location, corporate and functional title and duties, job-related knowledge and advanced degrees, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, discretionary awards and eligibility for commissions for applicable sales roles in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired in the U.S., employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors”.

Nomura is an Equal Opportunity Employer