We are looking for an exceptional Production Support Engineer to play in integral role in our growing operations team. The ideal candidate is a production support engineer at the core with deep, technical database knowledge and scripting skills. You must be customer-centric, goal-oriented, self-directed and have the ability to handle multiple responsibilities simultaneously with an unwavering dedication to operational excellence.
The Production Support Engineer will plan and conduct activities concerned with ensuring the performance and reliability of our application. This includes monitoring, validating changes, gathering and reporting metrics of servers, supporting applications, and incident management. This engineer will also participate in change management process and controls. As a critical member of our operations team you will also be responsible for:
Responsibilities:
Perform administration to include installs, upgrades, configurations, tunings, and monitoring of Responsys and third party products (Responsys Interact, Apache/Tomcat, JBOSS, etc).
Participate in changes to the systems from a production support perspective; understand the requirements and solutions that will be implemented; determine monitoring that will be needed for the solutions.
Work closely with engineering and system operations to make continuous improvement to production environments
Create Best Practices from common production issues
Interact with the Customer Support Organization in the capacity of Tier 2 customer support.
Provide 24/7 on call support for after business hours based on a weekly rotating schedule
Review, analyze, and recommend corrective action on application issues.
Document Standard Operation Procedures for Production Support/Operation team, as required.
Monitor the production applications. Setup and refine monitoring alerts.
Conduct technical activities for user acceptance testing within production support.
Requirements:
Bachelor's degree in Computer Science or related field, or at least 7-10 years of relevant experience.
Candidate must have a proven ability to successfully manage multiple responsibilities simultaneously.
Candidate must be comfortable working with production applications in multiple areas of the business pipeline and demonstrate consideration of the bigger picture when identifying solutions.
Candidate must be comfortable working in an environment requiring 24x7 supports.
Candidate must be willing to learn additional platforms and applications as the position will require supporting of multiple platforms and applications.
Great analytical, problem solving, decision-making, leadership and communication (verbal and written) skills.
5 or more years of production support experience.
Exceptional customer service orientation.
Experience writing and tuning SQL statements for optimal performance.
Strong experience in system administration, networking concepts and protocols, and programming skills.
Strong experience with LINUX/UNIX/Windows operating systems
Experience with Apache/Tomcat, JBOSS or JMS a plus
Preferred Skills:
Hands on experience with Relational Database Systems (MySQL, Oracle)
Hands on experience supporting Web Applications
Web based programming experience
Note: This position is for production support. The candidate needs to know the technology in order to be able to troubleshoot issues; however, the person will not be developing the code.
