Infrastructure Support - Level 2

SMBC Group is a top-tier global financial group. Headquartered in Tokyo and with a 400-year history, SMBC Group offers a diverse range of financial services, including banking, leasing, securities, credit cards, and consumer finance. The Group has more than 130 offices and 80,000 employees worldwide in nearly 40 countries. Sumitomo Mitsui Financial Group, Inc. (SMFG) is the holding company of SMBC Group, which is one of the three largest banking groups in Japan. SMFG's shares trade on the Tokyo, Nagoya, and New York (NYSE: SMFG) stock exchanges.

In the Americas, SMBC Group has a presence in the US, Canada, Mexico, Brazil, Chile, Colombia, and Peru. Backed by the capital strength of SMBC Group and the value of its relationships in Asia, the Group offers a range of commercial and investment banking services to its corporate, institutional, and municipal clients. It connects a diverse client base to local markets and the organization's extensive global network. The Group's operating companies in the Americas include Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC Rail Services LLC, Manufacturers Bank, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

The anticipated salary range for this role is between $97,000.00 and $156,000.00. The specific salary offered to an applicant will be based on their individual qualifications, experiences, and an analysis of the current compensation paid in their geography and the market for similar roles at the time of hire. The role may also be eligible for an annual discretionary incentive award. In addition to cash compensation, SMBC offers a competitive portfolio of benefits to its employees.

Role Description

This candidate will work as part of the Technology Systems Infrastructure department within the Americas Division of SMBC, with a focus on SMBC Capital Markets and Nikko. The requirements for Infrastructure related operational support are expanding. The candidate will be working in a fast-paced environment to provide support to the trading business for Front/Middle/Back office. The candidate will interact with members of the helpdesk, applications support, infrastructure team, front-middle-back-office developers, project managers, and business users.

This candidate will work between the helpdesk and Distributed Computing Engineering team to categorize, triage and solve infrastructure issues, with escalation to the Engineering team where required. The main technologies include compute, storage and virtualization (server and desktop).

Role Objectives
• Collaborate with other IT or Business teams to review and advise on solutions for infrastructure problems and demands.
• Triage and resolve Level 2 and Level 3 support incidents, addressing Incidents and Requests in a timely manner.
• Perform root cause analysis, work with the Engineering team to determine permanent solutions to recurring problems.
• Resolve Morning Checkout issues. Suggest and work on ways to improve the monitoring and reporting of the checks.
• Document resolutions in a Knowledge Base (FAQs, etc.).
• Work within the framework of the existing ServiceNow platform to receive and update tickets.
• Maintain effective communication within the group and with management.
• Follow established documented processes and procedures, suggest improvements where needed.
• Work on assigned Distributed Computing projects and tasks.
• Assist with reporting and resolution of audit requests relating to area of responsibility.
• Be able to work outside of regular working hours on an as needed basis.
• Assist with rack, stack and moves on a periodic basis.

Qualifications and Skills
• 5+ years of experience in an infrastructure/end-user support role.
• Microsoft Active Directory (User, group and computer management)
• Microsoft Windows Desktop and Server Operating Systems - Windows registry, Group Policy, File/folder security concepts (NTFS/share permissions, etc.)
• Microsoft Office/SharePoint/Teams
• Microsoft SCCM
• Citrix Workspace/XenDesktop Virtual Desktop
• VMware vSphere
• Core networking concepts (DNS, DHCP, etc.)
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• High sense of urgency to support a trading floor.
• Able to follow directions, priorities, and guidance from management.
• Ability to multi-task and work on several projects at the same time.
• Strong ability to deliver on time.
• Ability to document process, requirements, and create test plans.
• Strong ability to translate business requirements into technical solutions.
• Strong team player.

Experience that would be helpful
• Varonis DatAdvantage/Data Privilege
• Infoblox DNS/DHCP Management
• Performance Monitoring
• Enterprise Backups (Commvault/Rubrik)
• Ivanti Security Controls
• IBM MQ
• Advanced network troubleshooting (Wireshark, etc.)

Additional Requirements

SMBC's employees participate in a hybrid workforce model that provides employees with an opportunity to work from home, as well as, from an SMBC office. SMBC requires that employees live within a reasonable commuting distance of their office location. Prospective candidates will learn more about their specific hybrid work schedule during their interview process.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. SMBC provides reasonable accommodations for employees and applicants with disabilities consistent with applicable law. If you need a reasonable accommodation during the application process, please let us know at accommodations@smbcgroup.com.