Production Support Analyst/Application Support Analyst

Production Support / Application Support

Apex Systems is currently seeking an experienced Production Support/Application Support Engineer for our client in Horsham, PA. This role will require 3 days’ work out of the office with other 2 days’ working remotely. This position is critical for our client’s IT operations support team to meet the digital support needs of the department. This resource will be responsible for monitoring environments and service availability, minimizing service impacts by addressing any issues in a timely manner, following ITIL standards for incident, problem and change management, working closely with business, development and government programs IT teams.

Job Responsibilities

• Monitor the environment health, and drive improvements to enhance availability and performance
• Utilize strong technical aptitude on a daily basis with experience in SFTP, Batch Execution (TWS), Oracle / SQL Databases, UNIX / Linux Operating systems, Service Based Architecture, Monitoring
• Identify and remediate failed batch and real-time processing events
• Manage Critical incident call support (24x7)
• Drive technical team members to restore services in an expedited manner
• Take a lead role in technical problem solving
• Demonstrate a strong understanding of issues, including in-depth technical analysis, troubleshooting, analyzing, root cause and engaging appropriate SMEs as needed to drive incident and problem management
• Ensure overall organizational support goals are met (i.e. SLA, incident / problem reduction, application availability)
• Coordinate root cause analysis efforts for permanent resolution on all incidents
• Identify opportunities for automation and operational efficiencies
• Ensure support readiness prior to the deployment of any change to the production environment
• Customer service orientation is a key to success - on a daily basis, you will collaborate with internal business partners, engineering teams and other technology professionals
• Create and share technical knowledge documentation
• Provide release support for code deployments
• Ability to adapt both written and oral communications to a variety of different audiences
• Ability to work independently and as part of a team to complete assigned tasks
• Mentor junior team members - providing training and technical direction as needed.
• Automate routine tasks using unix scripting and other tools to build in stability and efficiency in day to day tasks

Key Skill Requirements

• Understanding application architecture
• Troubleshoot production issues
• Be able to use different monitoring tools such as Splunk, Dynatrace etc.