Sr Platform Engineer

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Consumers Energy is Michigan's largest energy provider, providing natural gas and/or electricity to 6.8 million of the state’s 10 million residents in all 68 Lower Peninsula counties. Consumers Energy knows job number one is to keep the lights on for customers. We are committed to delivering reliable, clean, and affordable energy to our customers 24/7.

Location
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This is a hybrid (virtual/onsite) position with required onsite days on Monday, Tuesday and Thursday assigned to the One Energy Plaza Headquarters located in Jackson, MI. The selected candidate must be within a commutable distance or willing to relocate (relocation package is available for those that qualify).

The SAP BASIS/Redwood Senior Platform Engineer is an advanced engineering role, responsible for ensuring a managed service is provided to all clients and that their SAP BASIS and Redwood Platforms and other business-critical software remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated application-based incidents and problems to restore these services to clients.

The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide clients with almost immediate resolution without breaching the service level agreement (SLA). The role focuses on fourth-line support for escalated incidents and requests with a high level of complexity.

The SAP BASIS/Redwood Senior Platform Engineer ensures contracted Managed Services outcomes are delivered to the client and may also contribute to or support project work as well as daily operational support activities.

• Monitors work queues and provides support to clients where the ticket is highly technical or sophisticated in nature.
• Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks and resolve escalated incidents and requests within the agreed SLA.
• Identifies, investigates, and analyzes issues and errors before or when they occur and logs all incidents in a timely manner.
• Captures all required and relevant information for immediate resolution.
• Provides support for escalated incidents and requests,identifies root causes, and responds to tickets where third-line engineering teams were unable to resolve the problem.
• Shares and documents knowledge to resolve issues and transfers knowledge to other engineers.
• Communicates with other teams and clients to extend support.
• Acts as an emergency support contact as needed for critical client and business-impacting issues.
• Ensures the shift handover process highlights key escalated open tickets and upcoming operationally critical tasks for the next shift.
• Supports, tracks, and documents change implementation.
• Provides timely escalation of tickets to management with ongoing updates, where applicable.
• Identifies and implements opportunities for effort optimization and works with automation teams to automate routine tasks.
• Gathers relevant information, applies technical knowledge, and uses highly technical troubleshooting tools, content, and analytical practices.
• Uses operational and diagnostic procedures to resolve escalated tickets in unique and complex client environments.
• Coaches Service Desk, Operations Centre, and L3 teams, offering technical expertise and transferring work to other engineering teams.
• May manage and implement projects within the technology domain, delivering effectively and promptly according to client requirements and timelines.
• May implement and deliver Disaster Recovery functions and tests.
• P…