Production Support Engineer
1 month ago
Responsibilities :
- Resolution of L1/L2 production issues and supporting stakeholders with Service Request.
- Detailed analysis of issues that need escalation to L3 team.
- Ability to break down the big problems into smaller problems in order to efficiently pinpoint root cause of issues and resolve them effectively.
- Sees complex problems from multiple perspectives, thinking outside the box to get to the root cause.
- Passion for identifying opportunities to develop or improve processes and execute on it.
- Ability to successfully manage your time, balancing multiple tasks with varying levels of priority and urgency.
- Experience working in a DevOps and CI/CD environment.
- Day to day management of a complex application suite, improving stability and performance over time.
- Extended hour support as necessary sometime, systems are global in scope. On call L2 support.
- Able to liaise with remote teams.
- Working closely with the Desktop Services, NOC team, Dev team, Product Owner, Business User.
- Improve processes, tools and procedures as needed.
- Perform low complexity Configuration changes/ Automation tasks if/when support tasks allow it
- Diagnose complex software issues escalate to Product owner/vendors
- Develop, test, and execute SQL queries to aid in the investigation and analysis of issues.
- Examine error logs, source code, and database content to determine the cause of a problem and/or develop a technical explanation based on an investigation.
- Document and implement workaround solutions wherever possible.
- Document steps to reproduce for resolution with internal and external resources i.e. developers, partners, and clients.
- Identify reproducible defects in the production environment for resolution for developers.
- Document processes procedures, and technical instructions for future reference and use by support teams.
- Identifies recurring problems and escalate to senior staff for prioritization.
- Performs tracking and documentation by entering details of problems, the status of service requests, and resolution into the company tracking system.
- Work actively with team members to analyze and resolve application issues
- Identify defects, discrepancies, and trends by ways of code debugging or log analysis
- Manage incidents and effectively communicate with users, application owners and senior
stakeholders across all areas
- Improve application stability and performance by observing patterns, recurring failures and/or issues, and advise application owners on permanent fixes accordingly
- Requires a strong background in supporting application systems
- Proficient in constructing and executing SQL queries
- Strong client/vendor service experience. Interacting with all levels of an organization over the phone and email
- Working knowledge to support software systems, application training and overall incident ownership and management
- Ability to multi-task, manage time, and follow through with assignments.
- Excellent communication, verbal, and writing skills
- Monitors the resolution of problems to achieve Have Requirements :
TOP SKILLS :
- Experience in C#.NET and/or C#.Core (most application is in Dot net)
- Experience in SQL, ETL Tools and Reports
- Comfortable fully 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 - Monitoring tools, knowledge of tool usage, logs review, dashboard creation is
required
- Experience with cloud providers, preferably MS Azure.
- General understanding of n-Tier application architecture concepts
- General understanding of various IT security concepts as they relate to production environments
- Demonstrate Customer focus and empathy
- High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs
(ref:hirist.tech)-
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