Production Support Engineer

Job Description

Must Have Technical/Functional Skills

• Application Production management experience with knowledge of the following technology stack
• Database:
  Oracle
• Operating System experience:
  Unix or Linux
• Container Technology:
  Kubernetes
• Good knowledge of Unix Shell Scripting and SQL
• Understanding of common issues and the approach to troubleshoot them in a distributed environment
• Good understanding of Incident Management, Problem Management and Change Management processes
• Experience with automation of repetitive tasks utilizing extensive scripting
• Experience configuring and developing Geneos alerts to identify and notify any failure points across application

• Experience with the following tools/technologies
• Control M
• SRE Knowledge
• Google cloud or general Cloud Concepts
• Hadoop
• Software Language (one or more):
  Python Scripting

• Provide technology level 2 application support for a set of applications adhering to ITIL Process like Incident Management, Problem Management, Change Management
• Drive high priority/critical issues and ensuring root cause analysis, tactical fix and permanent fix
• Analyze, prepare, and execute scripts which will operationally resolve system breaks and issues
• Develop, configure, and enhance monitoring of the application to improve the robustness of alerting capabilities
• Identify, analyze and automate repetitive and manual tasks to improve toil automation with scripting languages
• Handle service requests received from business, development, and interfacing teams within SLAs defined
• Participate in release handover calls, deploy changes in production environment, carry out verification tasks and ensure timely closure of change tickets
• Timely reporting to senior stakeholders on daily, weekly, monthly KPIs
• Create and design governance processes to improve the KPIs
• Conduct knowledge transfer sessions on best practices, application functionalities and technical knowledge
• Handle incident management in ticketing tool from reporting state till resolution, ensuring timely updates and SLA compliance
• Proactively monitor application, perform daily health checks, raise incidents for issues identified and track till closure
• Handle problem management in ticketing tools from creation till closure with precise information, identify actors, set up regular connects for updates, and elevate for prioritization
• Creation and review of knowledge articles in Service Now for repetitive issues, operational manuals, KOPs, Runbooks

$65,000 to $80,000 per year

Bachelor of Computer Science