Job Description:
Production Support Engineer will, in collaboration with a multidisciplinary Production Support team, be responsible for the deployment, monitoring, troubleshooting, automating and maintenance of critical enterprise application platforms in production.
Roles:
- Have strong troubleshooting skills and leads the path to root cause identification; makes recommendations for long-term resolution of problems across platform.
- Involve in various change deployments for application enhancements/to fix issues reported by downstream or end users.
- Support in resolution of incidents and problems within the team. Assisting with the resolution of complex incidents. Ensuring that the right problem-solving techniques and processes are applied.
- Recommends strategies for process and monitoring improvement.
- Performs deep dive application review and provide feedback to enhance the quality of application code artifacts.
- Along with L2 support, perform data processing and troubleshooting activities.
- Strong understanding of end-to-end application support process and escalation procedures and should be conversant with all support tools that are used to provide effective support in service operation.
- Understanding of MTTR (Mean Time To Resolve), MTTA (Mean Time To Acknowledge), experience in creation of regular status reports
- Must be ready to work in shifts and over weekends whenever required.
ITIL
- Good understanding of ITIL concepts. ITIL certification is preferable.
- Experience in working on service delivery process including Incident Management, Problem Management and Change Management.
- Good understanding of Capacity Management and basic understanding of Release Management
Technical Skills
- Solid experience as application production support Engineer in a 24x7 uptime environment, including automation experience in Unix and Windows environments.
- Strong understanding of different operating systems like RedHat Linux, AIX, Solaris, SUSE Linux, Windows etc.
- Understanding of various types of schedulers like UNIX crontab, control-M, Autosys, Windows task scheduler etc.
- Strong working knowledge on one or more of SQL, MySQL, Oracle, MongoDB, MariaDB databases.
- Knowledge on Apache, Tomcat, FTP, SFTP, SAMBA, NFS, BootFS is preferrable.
- Good understanding of certificate renewals/installation and certificate management tools (E.g. Venafi)
- Hands on scripting experience using shell, perl, powershell, python scripting languages for automation purpose.
- Experience with log parsing technologies like Splunk, etc.
- Experience with tools like Dynatrace etc.
- Basic knowledge of PCF, Kubernetes
- 4-7 years total engineering, production support and administration or similar experience.
R-10369915
