Production Support Engineer

Position Overview:

Production Support Engineer plays a critical role in maintaining and optimizing enterprise systems and applications in a dynamic, high-performance environment. This position involves end-to-end management of production environments, including monitoring, troubleshooting, and performance tuning of applications and infrastructure.

The role requires expertise in managing large-scale, distributed systems and collaborating with cross-functional teams to ensure seamless system functionality. The Production Support Engineer is responsible for system stability, incident resolution, and process improvement initiatives while leveraging a deep understanding of enterprise tools and technologies.

Key Responsibilities:

• Deployment Management:
Plan, execute, and monitor application and system deployments, ensuring minimal disruption to operations.

• Incident Management:
Address and resolve incidents promptly, including after-hours or on-call support, adhering to escalation protocols.

• Problem Management:
Conduct root cause analysis to identify, document, and resolve recurring issues to improve system stability.

• Provide advanced technical support for systems like Microsoft Windows Servers, Microsoft SQL Server, IIS, Tomcat, Apache, and PEGA.

• Troubleshoot and configure application settings for environments using AWS, Terraform, and REST APIs.

• Manage virtual machines and resolve server-related issues on Windows and Red Hat Linux.

• Perform Windows and Linux server administration, focusing on system performance and security.

• Analyze software requirements and configure applications based on business and functional needs.

• Utilize cloud platforms like AWS and Azure for deployment and maintenance of applications.

• Implement infrastructure as code (IaC) using Terraform and manage CI/CD pipelines in a Dev Ops environment.

• Database Management:
Work with databases such as MS SQL Server, Oracle, and MySQL, performing data flow analysis, optimization, and maintenance.

• Administer and troubleshoot network protocols (TCP/IP), firewalls, and VPN configurations.

• Ensure the security of applications and systems through robust practices and monitoring tools like Data Dog.

• Create and maintain system documentation, including data flow diagrams, use-case models, and operational procedures using tools like MS Visio, Confluence, and Git/Git Hub.

• Collaborate with cross-functional teams to support business and IT requirements, and handle system upgrades or maintenance initiatives effectively.

• Monitor and analyze system performance using Precise, IIS, and other tools, ensuring high availability and optimized functionality.

• Conduct performance tuning and proactive troubleshooting for applications and databases.

Key

Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field.

• 5+ years of experience in production support for enterprise-level systems, including Windows and Linux-based environments.

• Proficiency in cloud services like AWS and Azure, with experience in managing deployments, monitoring, and infrastructure as code using tools like Terraform.

• In-depth knowledge of Windows, Tomcat, IIS, and Citrix for system and application administration.

• Hands-on experience with monitoring tools such as Data Dog and Precise for system performance and availability metrics.

• Expertise in database management using MS SQL Server, Oracle, and MySQL with advanced query optimization and troubleshooting skills.

• Strong understanding of networking protocols, firewalls, and VPN to ensure secure data flow.

• Proficiency in scripting and automation using Power Shell and other Dev Ops tools for CI/CD and configuration management.

• Familiarity with modern application frameworks, including .NET, Java, and REST APIs, with experience in managing and deploying microservices.

• Demonstrated ability to troubleshoot and resolve complex system issues, with root cause analysis and incident resolution experience using Service Now or equivalent ITSM tools.

• Experience running SWAT sessions, managing incident escalations, and creating corrective action plans.

• Strong documentation skills, including process mapping and data flow diagramming using tools like MS Visio and Confluence.

• Experience in performance tuning for applications, databases, and system environments.

• Knowledge of security protocols and standards, including SSL, OAuth, and HTTP, to safeguard system integrity and performance.

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