Production Support Engineer

Production Support Engineer

Location: Jacksonville, FL

FTE Job Description

1. Application Production management experience with knowledge of following technology stack

• Database: Oracle
• Operating System experience: Unix or Linux
• Container Technology: Kubernetes
• Good knowledge of Unix Shell Scripting and SQL.

2. Understanding of common issues and the approach to troubleshoot them in a distributed environment

3. Good understanding of Incident Management, Problem Management and Change Management processes

4. Experience with automation of repetitive tasks utilizing extensive scripting

5. Experience configuring and developing Geneos alerts to identify and notify any failure points across application.

Good to have

1. Experience with the following tools/technologies.

• Control M
• SRE Knowledge
• Google cloud or in general Cloud Concepts
• Hadoop

2. Software Language (one or more): Python Scripting

Roles & Responsibilities

1. Provide Technology level 2 application support for a set of applications adhering to ITIL Process like Incident Management, Problem Management, Change Management

2. Drive high priority / critical issues and ensuring root cause analysis, tactical fix and permanent fix.

3. Analyze, prepare, and execute scripts which will operationally resolve system breaks and issues.

4. Develop, configure, and enhance monitoring of the application to improve the robustness of alerting capabilities

5. Identify, analyze and automate repetitive and manual tasks to improve the toil automation with the help of scripting languages.

6. Handle service requests received from business, development, and interfacing teams within SLAs defined.

7. Participate in release handover calls, deploy changes in production environment, carry out the verification tasks and ensure timely closure of change tickets.

8. Timely reporting to senior stakeholders on daily, weekly, monthly KPIs.

9. Create and design governance processes to improve the KPIs.

10. Conduct knowledge transfer sessions on best practices, application functionalities and technical knowledge.

11. Handle incident management in ticketing tool from reporting state till resolution, ensure a) timely updates on ticket to stakeholders b) SLAs are not breached

12. Proactively monitoring the application, perform daily health checks, raise incidents for issues identified and track till closure

13. Handle problem management in ticketing tools from creation till closure state including precise information in the ticket, identify the actors, setup regular connects for updates. Escalate for prioritization.

14. Creation and review of knowledge articles in ServiceNow for repetitive issues, operational manuals, KOPs, Runbooks.