Production Support Engineer Job Description Template
Our company is looking for a Production Support Engineer to join our team.
Responsibilities:
- Look for areas of improvement in monitoring, application stability;
- Communicate with line of business and management the overall status and health of the application;
- Perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis;
- Be the first point of contact for production issues, support requests and alerts;
- Ensure issues and outages are properly documented;
- Proactively monitor application and infrastructure alerts and be able to react quickly;
- Documents major maintenance events and other significant product related issues;
- Sign-off and submit commissioning documents to LME Warranty administration prior to customer acceptance of machine(s);
- Key part of constant improvement process. Recommending and implementing solutions to mitigate repeat issues and early detection;
- Directs and coordinates operation, maintenance, and repair of equipment and systems in field installations;
- Communicate/escalate issues to appropriate functional areas with supporting evidence from application logs, pcap, service trend data etc;
- Writes and submits Engineering Change Requests (ECRs) to engineering to correct product performance deficiencies or reliability problems;
- Implement and manage service monitoring tools including agent-based application monitoring, log analysis/trending and health metrics;
- Required “On Call” duty;
- Documentation of application flows, monitoring techniques and resolution playbooks.
Requirements:
- 6+ years of relevant IT experience (Production Support, SDLC- Waterfall/Agile) preferred;
- Ability to work seamlessly and efficiently with both local and remote teams, and manage follow-up on a large number of diverse issues/questions;
- Shift will be 3pm 11pm CT and will include weekends;
- Degree in Computer Science or a related field;
- Experience in creating and troubleshooting cross browser, cross device compliant HTML, CSS and JavaScript;
- Undergraduate degree (BS Technology, Computer Engineering, Mathematics), or equivalent combination of training & experience;
- Ability to perform data analysis for web questions from both business and IT, identify insights, and present findings;
- Experience with Cyber Security monitoring and best practices;
- Provide 24×7 monitoring support and customer complaint investigation for Digital websites;
- Ability to review, edit, and draft technical documents such as specification sheets, application notes, etc;
- Preferred: US citizenship or permanent residency (green card);
- Undergraduate degree in computer science, related field OR equivalent experience;
- 3 + years of experience with Java, Webservices, Restful services, Apigee, Oracle database, .Net;
- Conduct exploratory analysis to identify and present improvement opportunities on the customer journey/experience for our various digital assets;
- Basic customer service skills and phone etiquette.