Production Support Engineer

Role Specific Duties:

• Be the first line of defense for production and test environment issues
• Work collaboratively with the team to identify, manage, and resolve ongoing incidents
• Troubleshoot and connect with appropriate teams to effectively triage issues impacting test and production environments
• Understand system architecture, upstream, and downstream dependencies to enable effective participation in triage and restoration activities
• Perform systems monitoring of applications within the IRS domain after service restoration and post patching, maintenance, and upgrades
• Create necessary service tickets and ensure tickets are routed to the appropriate technical teams
• Provide weekend support for various activities including patching, release deployments, security updates, and 3rd party updates
• Keep up with info alerts, patching alerts, and delivery partners' activities
• Update stakeholders to plan for upcoming maintenance as well as alert them about service issues and restoration
• Manage and communicate about upcoming maintenance in the test environment on a daily basis
• Liaise with various stakeholders to gain approval for alert communications, including confirmation before an all-clear communication
• Work closely with testing and development teams to prepare for infrastructure updates, release readiness, and other activities (Patching, infrastructure, and release activities are Dinesh & Qaiser’s domain)
• Submit Application Redirects tickets for planned maintenance after gaining approval from management
• Participate in analysis and improvement of system performance
• Host daily operational standup
• Provide additional support to existing production support procedures and process improvements
• Provide regular status reports to management on application status and other metrics
• Collaborate with management to improve and customize reports related to production support
• Plan and manage support for incident management tools and processes

Required Qualifications:

• Bachelor's Degree in computer science, engineering, or related field
• AWS Cloud certification
• 3+ years of relevant IT work experience with cloud experience
• Knowledge of Java and microservice development and deployments
• Understanding of the business processes behind applications
• Strong analytical, problem-solving, negotiation, task and project management, and organizational skills
• Strong oral and written communication skills, including process documentation
• Proficiency in Microsoft Office applications (Word, PowerPoint, Excel, and Project)
• Proficiency in knowledge of computer systems, databases, and SharePoint
• Knowledge of Splunk and AppDynamics