System Engineer II

Support Position In Client's Digital Technology Command Center

This support position in Client's Digital Technology Command Center requires on-site shift work providing 24/7 operational support via proactive monitoring. As part of the Application Recovery Team (ART), this position supports monitoring for digital channels, production environments, application health, distributed system support in Unix/Linux, Windows, virtual (VMWare, HyperV), middleware, and AWS cloud environments.

Responsibilities

• Responsible for monitoring day to day application performance and availability, all aspects of Client.com, systems performance and analysis of alerts from various tools and restoration of services.
• Familiarity with standard concepts, practices and procedures within IT operational support.
• Relies on experience and judgment to plan for shift workload and participate in planned change activities as well as incident follow-ups.
• Effectively managing multiple alerts and incidents to ensure high impacting scenarios are prioritized appropriately and addressed quickly to reduce system impact.
• Being able to correlate events from various tools to assess appropriate level of impact.
• Responsible for providing day to day support for application recovery and availability, digital channels, system administration via proactive monitoring for Windows and UNIX/Linux (HPUX, AIX, Solaris, Linux) environments.
• Understanding of various Microsoft tools is a plus.
• Additional monitoring and support required for critical processes in cloud, virtualization, middleware, database, storage and backup areas.
• Troubleshooting and familiarity with various middleware components (messaging technology, Weblogic, Websphere, DataPower) is essential.
• Strong knowledge of enterprise monitoring tools such as AppDynamics, Big Panda, New Relic, Google Analytics, SCOM and SiteScope is critical.
• Familiarity with incident ticketing system (ServiceNow) is a plus.
• Responding to alerts from the enterprise monitoring tools, automation and escalation from IT service desk.
• Work with cross-functional teams throughout IT to isolate and resolve unplanned outages.

Experience/Knowledge

• Strong working knowledge of ITIL service management is required.
• Be able to follow change, incident and problem management activities.
• Solid verbal and written communication with other technical teams and the business.
• Able to work well with application support, DevOps, digital operations center, server operations, network operations, middleware and database support teams (on-shore & off-shore), being able to respond to user reported issues.
• Proactively identify any issues with application functionality, abnormalities in digital channel performance, server hardware and software to ensure stability and availability 24X7X365.
• Ensure enterprise standards and security are maintained and enforced on hardware and software.
• Quickly and effectively support incident response process, provide troubleshooting expertise using various monitoring tools during incidents, engage in problem management follow-up and implement improvements to prevent similar incidents.
• Experience with application performance tools, enterprise.com site and mobile channel monitoring, intermediate systems administration experience in Unix/Linux and Windows server environment required. Good understanding of virtual technology is also a must.
• Minimum 1-2 years of experience in an operational support role is essential. Strong knowledge of ITSM service management best practices and strong written and communication skills is a must.
• Ability to independently solve application performance and system problems, be self-directed and having attention to details. Ability to capture, organize, analyze information and concurrently work with various monitoring tools.
• Excellent knowledge of application performance measurement, distributed computing technologies in the UNIX/Linux and Windows space is must.
• Be able to analyze application, systems issues and assess impact.
• Ensure timely communication and escalation for unresolved issues. Be able to work well in a team environment.
• 1-3 years of experience in an operational support role is essential.
• Strong knowledge of ITSM service management best practices and strong written and communication skills is a must.
• Being able to correlate various issues, assess impact, multi-task and escalate unresolved issues in timely manner are required critical skills.
• Ability to work with IT command center and other support teams to quickly resolve high impacting incidents. Reliable, punctual attendance is an essential function of this position.