Moody's is a developmental culture where we value candidates who are willing to grow. So, if you are excited about this opportunity but don't meet every single requirement, please apply! You may be a perfect fit for this role or other open roles. Moody's is a global integrated risk assessment firm that empowers organizations to make better decisions. At Moody's, we're taking action. We're hiring diverse talent and providing underrepresented groups with equitable opportunities in their careers. We're educating, empowering and elevating our people, and creating a workplace where each person can be their true selves, reach their full potential and thrive on every level. Learn more about our DE&I initiatives, employee development programs and view our annual DE&I Report at We are looking for a Systems Engineer with a strong background in collaborating with development teams, data engineering teams, DevOps, product teams, and other support teams to resolve production issues on our supported products. In this role, you will provide technical support to clients, offering workaround solutions while development team works on a permanent fix. You will also be responsible for triaging issues and participating in bridge calls during high severity incidents. Applicants should have experience working closely with cross-functional teams and possess strong problem-solving skills. Effective communication and adaptability are essential, as you will collaborate extensively with the Moodys.com teams and other departments within the organization. Join us in building and enhancing our digital infrastructure, contributing to next generation of Moodys.com. Your expertise will play a crucial role in supporting the products and services offered on our platform. Responsibilities Manage the case queue in Salesforce.com and ServiceNow, triage issues, fulfill requests, and communicate with internal teams as needed. Participate in bridge calls for high severity issues, being available for paging-out situations. Monitor AWS Synthetics Canaries alerts and other monitoring alerts, following run books to resolve platform performance issues. Track tickets in JIRA for customer-reported bugs. Take ownership of assigned projects, ensuring timely communication of updates to internal teams. Join triage sessions with customers to address technical issues on the platform. Document triage steps and instructions on the knowledge base for future reference and training purposes. Qualifications Bachelor's degree or equivalent, master's degree is a plus, or equivalent experience. A degree in Computer Science, Information Technology, Engineering or related field is a plus. Technical proficiency in web applications and databases Solid understanding of both relational and NoSQL databases. 2+ years of technical support experience on web applications and databases. Proficiency in managing and troubleshooting web applications and understanding their lifecycle from development to deployment Ability to use and understand software development and management tools like JIRA, Salesforce, and ServiceNow Hands-on experience with cloud-based environments, particularly AWS, including familiarity with their operational and monitoring tools Advanced problem-solving skills to diagnose issues, identify solutions, and manage escalations Experience in managing ticketing systems such as JIRA or Salesforce, ensuring effective tracking and resolution of issues Excellent written and verbal communication skills, capable of communicating clearly to both technical and non-technical audiences at all levels of the organization. Familiar within all phases of software development, working across Agile teams, product owners, and external stakeholders. Bonus Skills: Prior knowledge of automating recurring tasks. Experience with Python for analyzing data to manage data issues/requests. Experience with JavaScript/ TypeScript. Moody's is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.
