Production Support Engineer

Production Support Engineer

Requirements

• Minimum 5 years of work experience
• Splunk
• Dynatrace
• C#
• .NET
• HS Diploma / GED

Responsibilities

• Experience in a Production Support environment
• Ability to work under pressure
• Excellent verbal and written communication skills
• Ability to Prioritize deliverables
• Ability to work independently or as a team Player
• Ability to read log files – Using Splunk, dynatrace
• Ability to write simple queries
• Level 2 Production Support position requiring excellent written and verbal communication skills
• Ability to prioritize deliverables and work incidents while driving teams to gain restoral
• The support covers multiple applications and focuses on 24×7 incident management including troubleshooting, triage leadership (driving the incident resolution calls / Call Leader) and escalation; execution of scheduled activities and ad-hoc work requests
• Responsible for managing incidents while gaining restoral in a timely manner; creating and updating triage documentation
• Data Integrity and data quality efforts are vital in BMC Remedy. Proactive process improvement efforts, ability and opportunity to innovate encouraged
• Must be able to communicate clearly with all levels of management and ‘know your audience’ and their expectations when doing so; provide the right context and executive summary/communications
• Production Services is responsible for running the day to day operations of the technology platform
• Work activities specific to Production Services roles include Problem/Incident Management, Production Governance, Triage, Associate Support, etc.
• The Production Services identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams
• Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services
• Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures
• Takes ownership of escalations and perform troubleshooting, analysis, research and resolution using advanced query and programming skills
• Performs analytical, technical, and administrative work in supporting new and existing equipment and software under moderate supervision
• Resolves more complex issues
• Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors
• Exercises judgment within defined procedures and practices to determine appropriate action
• Should have increased awareness and exposure to basic technical principles, concepts and techniques
• Fully competent to work under general direction on complex projects usually on specific assigned problems
• Interprets, evaluates and resolves issues pertaining to the functional operation of technology products
• Awareness of business or function for which technical support is needed, retrieve business data, application metrics and volume trends for business reporting
• Typically has 5 – 8 years of experience in IT or equivalent

Preferred Qualifications

• Production Support Experience
• Bank Experience
• Bachelor’s or Associate’s Degree