Production Services Specialist II

Job Description This job is responsible for providing front-line support to end users, responding to issues related to incidents and problem management governance for multiple applications, and leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups. Overview Monitor DMTEA DAS Mainframe/Hadoop to Teradata application production jobs Resolve application job failures Track and report application SLAs Support Disaster Recovery testing and Load Recovery events Respond to Teradata user inquiry/issue/request tickets Respond to upstream/downstream application feed inquiries Monitor Teradata platform activity Manage Teradata Data Mover jobs Fulfill Teradata backup/archive data restore request Coordinate effectively across support tiers (L1–L3) and sub-systems for efficient problem resolution Responsibilities Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as needed Ensures all impacts are accurately recorded and documented in the system of record, oversees that documents and wikis are updated and available for use during triage, and supports the documentation of application flows, upstream/downstream impacts during outages, the customer experience, and contacts for support needs Identifies and/or validates business impacts through interpretation of monitors, dashboards, and logs to communicate with leadership and vendors Manages activities to identify incident root cause, resolution, preventative actions, and change requests, and reports on incident data quality Promotes and enforces production governance during triage/testing and identifies production failure scenarios, vulnerabilities, and opportunities for improvement Serves as a subject matter expert for applications within a portfolio, leveraging extensive knowledge of application functionalities and application flows Assesses and prioritizes research requests, ad hoc reports, and offline incidents at the direction of senior team members and delegates work as needed to team members and peers Required Qualifications 3+ years of hands‑on experience with Teradata 3+ years of hands‑on experience with AutoSys and UNIX 3+ years of hands‑on experience with Hadoop Provide on-call rotational support, Saturdays, and Sundays and on holidays as required Desired Qualifications JCL/ECL Unix/Shell Scripts Experience in Hive, Impala, Spark data analysis and support Strong SQL skills / Experience tuning Teradata SQL queries Experience working in global teams, cross-cultural environment Excellent communication and presentation skills Skills Adaptability Analytical Thinking Influence Production Support Risk Management Automation Collaboration Innovative Thinking Result Orientation Solution Design Business Acumen DevOps Practices Project Management Solution Delivery Process Stakeholder Management Shift 1st shift (United States of America) Hours Per Week 40 #J-18808-Ljbffr Jobtailor