Production Support Engineer – Lead Job Description Template
Our company is looking for a Production Support Engineer – Lead to join our team.
Responsibilities:
- Test and validate system performance;
- Perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis;
- Analyze variances and initiate effectiveness or efficiency improvements in the organization, standards, procedures or methods;
- Assess initial severity, gather impacts, creates tickets in JIRA/KANBAN, engages necessary support teams, and escalates as necessary;
- Look for areas of improvement in monitoring, application stability, and speed of determining root cause;
- Real-time restoration and triaging of issues impacting technical services (application/infrastructure) to customers and partners in a timely manner;
- Communicate with line of business and management the overall status and health of the application;
- Communicate overall status and health of the application to business and application support teams;
- Provide input and technical guidance in project management, planning, task definition, estimating, reporting, scheduling, and workflow;
- Develop plans to meet required service levels; design data collection and reporting mechanisms for application/infrastructure health reporting;
- Should be able to participate on outage calls, lead and coordinate with multiple teams to resolve outages in a timely fashion;
- Create, review and update configuration management plans related to code promotion based on information systems and business requirements;
- Look for areas of improvement in monitoring, application stability, and speed;
- Perform troubleshooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis.
Requirements:
- 8+ years of relevant IT experience (Production Support, SDLC- Waterfall/Agile) supporting and building Front End web applications;
- 5+ years of relevant IT experience (Production Support, SDLC- Waterfall/Agile) preferred;
- Exhibits a strong sense of urgency for high severity incidents. Able to assess the customer impact and provide tactical solutions;
- 7+ years of experience working with C#, ASP.NET, VB.NET, SQL server, XML and .NET webservices;
- 2+ years of experience with React JS in developing web applications;
- 4 + years of experience working with Visual Studio, Jenkins and Github;
- 4+ of experience in troubleshooting problems using Splunk and Dynatrace expertise is necessary for this position;
- 4+ years of experience with SPLUNK and Dynatrace experience;
- Hands-on experience with Incident and problem management;
- Experience working with service now and Jira;
- 7 + years of experience developing/supporting applications using JavaScript, Oracle, webservices, XML, JSON, HTML;
- Some experience with GitHub and Jenkins is desired;
- Hands on experience working with Service now and Jira;
- Able to contribute to 1. Automation 2. Causal analysis 3. Develop shared/common solutions;
- Familiarity with object-oriented design and programming principles and patterns.