IT Operations & Production Support Engineer at Wilmington Savings Fund Society

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose.

The IT Operations and Production Support Engineer will serve as a third-level application support personnel in a matrixed team. The incumbent will help support a complex IT environment, which includes SaaS and OnPrem implementation of various products related to the financial and banking environment.

WSFS Bank will only consider candidates who are presently authorized to work for any employer in the United States and who will not require work visa sponsorship from WSFS Bank now or in the future in order to retain their authorization to work in the United States.

Job Responsibilities:

• Perform troubleshooting and incident response on the systems.
• Work on ticketing queues and resolve incidents, issues, and problems as they are logged with technical expertise and by referring to Playbooks and runbooks.
• Implement and roll out changes from Dev Ops teams into the production environment by operating under ITIL principles with skills in coordinating, judgement of impacts, and operational presence.
• Perform proactive and reactive infrastructure/application monitoring and health checks to minimize service disruptions and impact on end users.
• Write batch files and scripts and build small Power / BI apps and workflows.
• Investigate and resolve complex technical issues related to application deployment, break-fix, and performance infrastructure dependencies experienced in extracting, collating, uploading, and analyzing log files for applications, infrastructure, and connectivity issues.
• Coordinate and manage significant incidents, bringing various teams and vendors together on incident calls and seeing the issue through to completion.
• Communicate with site technicians or third parties responsible for resolution.
• Create and maintain comprehensive documentation including templates, playbooks, runbooks and troubleshooting procedures.
• Build reports from CMDB data on Excel or any other reporting tool such as Tableau, etc. for capacity.
• Maintain certificates, renewals, expiry.

Minimum Qualifications:

• Bachelor’s degree is preferred.
• Minimum of 4+ years of hands-on second-to-third-level application support or production support experience in a high volume transaction processing environment.
• Must have experience in using and configuring monitoring tools like Splunk, SCCM, Logic Monitor, Dynatrace, or similar applications alerting systems to proactively identify issues, ensuring the availability and performance of applications and services.
• Must have experience working with tools like Maximo, ServiceNow, Ivanti, etc., for incident, change, and problem management.
• Must have a solid understanding of ITIL processes and technology knowledge required for implementing changes onto Windows servers, Salesforce / MuleSoft environment, and VMware virtual environments.
• Must have knowledge and experience using Windows system commands.
• Must have the ability to write batch files and scripts and build small Power / BI apps and workflows.
• Must have experience creating and maintaining comprehensive documentation.
• Must have experience in escalating issues to other teams, such as Infrastructure, development, and security teams.
• Must have basic understanding of SDLC.
• Must have an understanding of Agile methodology.
• Banking and or financial services industry experience is preferred.
• Must have substantial hands-on experience in IT Production support. 
• Must have the ability to work a flexible schedule including nights and weekends based on planned deployments, releases, or upgrades.

Certifications (Preferred):

• CompTIA Network+, Server+, or Security+.
• ITIL Foundation certification.
• Windows Server / Active Directory certification.
• Azure or AWS Associate level certification (or equivalent hands-on).
• Salesforce Associate or Salesforce Administrator 201 certification (or equivalent hands-on experience).

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.