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Production Support Engineer
3 months ago
Responsibilities:
- Resolve L1/L2 production issues and support stakeholders with Service Requests.
- Analyze issues for escalation to L3 team.
- Break down big problems into smaller ones to pinpoint root causes effectively.
- Approach complex problems from multiple perspectives to find solutions.
- Identify opportunities to enhance processes and execute on them.
- Manage time efficiently, balancing tasks with varying levels of priority.
- Work in DevOps and CI/CD environments.
- Manage a complex application suite on a daily basis, enhancing stability and performance.
- Provide extended hour support when necessary as systems are global.
- Liaise with remote teams.
- Collaborate with Desktop Services, NOC team, Dev team, Product Owner, and Business User.
- Improve processes, tools, and procedures as required.
- Perform Configuration changes and Automation tasks when feasible.
- Diagnose and escalate complex software issues.
- Develop, test, and execute SQL queries for issue investigation and analysis.
- Examine error logs, source code, and database content to determine problem causes.
- Document workaround solutions and steps to reproduce for internal and external resources.
- Identify and escalate recurring problems to senior staff.
- Track and document problems, service request status, and resolutions.
- Analyze and resolve application issues with team members.
- Identify defects, discrepancies, and trends for resolution.
- Communicate effectively with users, application owners, and stakeholders.
- Enhance application stability and performance by observing patterns and advising on fixes.
- Requirements a strong background in supporting application systems.
- Proficient in constructing and executing SQL queries.
- Strong client/vendor service experience.
- Ability to multitask, manage time, and follow through with assignments.
- Excellent communication skills.
Top Skills:
- Experience in C#.NET and/or C#.Core.
- Experience in SQL, ETL Tools, and Reports.
- Proficient in troubleshooting/debugging code.
- Moderate development experience preferred.
- At least 8 years of Information Technology experience.
- At least 5 years of experience in Production Support.
- Splunk knowledge for monitoring tools usage and logs review.
- Experience with cloud providers, preferably MS Azure.
- Understanding of n-Tier application architecture concepts.
- Understanding of IT security concepts in production environments.
- Demonstrate Customer focus and empathy.
- Self-motivated with problem-solving skills and ability to multi-task effectively.
