Production Support Engineer(Senior)
2 weeks ago
How is this Team contributing to the vision of Providence:
The Data Operations team are responsible in taking care of monitoring, triage, access provisioning, root cause analysis, collaboration with app team to fix issues, data ingestion, masking, code promotions, report validations, automate & day-to-day activities that contribute towards smooth production operations.
Team focuses on maintaining the efficiency of the production process and helps stakeholders make smart decisions.
What will you be responsible for?
The Lead Data Operations engineer will be working as part of the Data Operations team and provide all levels of support across all production applications. He\she will be involved in daily monitoring of all production jobs, troubleshooting, and fixing recurring failures as per the documentation within the SLA timelines and will also be working with the respective stakeholders in troubleshooting new failures.
What would your day look like?
- Use a diverse range of monitoring tools, including but not limited to those mentioned further below, to identify and diagnose complex service impacting issues across a range of technologies and platforms
- Technical analysis and resolution of a diverse range of incidents impacting live services. Initiate the response to service disruption, and support proactive measures aimed at preventing recurrence.
- Use problem solving techniques and technical knowledge to translate alarms from components into real-world impact, to inform and guide incident response. Provide guidance to junior team members in the same.
- Logging all incidents accurately and documenting all investigative activities; including all technical means employed to ascertain the nature of the fault and remedial action taken.
- Managing incident and escalating as appropriate and as per defined processes. Use experience or knowledge to advise the team on decisions on this.
- Implementing appropriate contingency procedures in response to planned or unexpected events
- Thorough handover of incident and environmental information through shift changes to colleagues within the team
- Keep abreast of operational changes in a fluid environment, ensuring that individual and team actions are taken in line with current best practice
- Use strong communication skills to articulate accurate information to technical and non-technical audiences while addressing an incident, and in related actions afterwards. This includes composing communications to large, diverse audiences and acting as the point of contact for operational management.
- Able to discuss or convey complex technical systems both verbally in meetings, calls etc, and non-verbally in incident tickets and documentation.
- In the absence of the Operations Manager or the Principal Engineer, one has to full accountable for the operational team out of hours, and consequently for the management of internal or audience services.
- Responsible for training junior members of the team, and for providing guidance to all team members as appropriate
- Provides technical leadership of responses to complex and/or major issues, and handles escalations from junior operational team members
- Expected to contribute technically or procedurally to the development of the operations team, with a view to efficiency or technical improvements
- Arbiter of good problem-solving practice, ensuring logical and sensible team activity
- Able to provide feedback on team and individual performance to line management
- Adaptable, and able to operate effectively in changing environments
- Should be able to work on rotational escalation/ on-call responsibilities, shift model.
Who are we looking for?
- Bachelor s/equivalent in Engineering
- 7-10 years of experience in Production support team, monitoring batch jobs and fixing failures and comfortable in working over shifts
- Hands-on experience in SQL, Informatica, Control-M or any other scheduling tool.
- Good to have experience in Azure Cloud, Data Bricks, Datalake, ADF, Reporting tools like PowerBI, Tableau.
- Strong critical thinking skills, and the ability to think on your feet
- Ability to work independently, adapt quickly, and maintain a positive attitude
- Experience in automating basic system level tasks using scripting languages.
- Experience with ticketing system; Service Desk, Remedy, etc.
- Understanding of SLAs and the importance of being within SLAs
- Excellent verbal and written communication skills
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