Technical Production Support Engineer

PRINCIPAL RESPONSIBILITIES:

Lead production stability effort by preventing production issue and improve production stability.

• Track /Manage Incidents /Change /Problems for assigned applications.

• Provide regular and high-quality updates to all the stakeholders on the progress of the incidents, including SLA risks/breaches.

• Identify measures to improve applications stability and availability to improve support service delivery.

• Develop to become a Subject Matter Expert for assigned application domain.

• Troubleshoot production issues through monitoring and log analysis.

• Attend regular meetings with Project/Development teams to discuss production issues for prioritization, fixes and release.

• Engage Help direct systems projects, including project planning, management status reporting, systems specifications and implementation

• Help ensure compliance with all audit requirements including change control procedures and data security

• Manage and coordinate with onsite and offshore Managed Services provider and offshore NT partners to Support applications and drive continuous improvement efforts.

• Coordinate with various teams, including offshore staff, and raise support ticket for all issues, analyse root cause and assist in efficient resolution of production issues.

• Responsible to attend on-call, after office hours including weekend to support High and Critical production issues.

• Ability to work with vendors and support staff on support tickets and follow up regularly till resolution is found.

SKILLS / EXPERIENCE:

• 5-6 plus years of application development /Support experience using modern technical frameworks and architecture, including experience collaborating with external technology teams.

• Support experience with multi-channel applications (web, mobile, API, etc.).

• Good to have past experience under DevOPS or SRE role.

• Understanding of the Secure Software Development Lifecycle (SSDLC) and/or other methodologies

• Experience working on projects in an Agile/XP environment.

• Experience using at least some of the following technologies: Java, J2EE, Pivotal Cloud Foundry, Cloud Computing (IaaS, PaaS and SaaS), RESTful interfaces, GIT, Gradle, Maven, NPM, Spring (Spring Batch and Spring Boot), Bootstrap, CSS3, HTML4, React.js, Node.js/JavaScript, Oracle PL/SQL

• Strong communication and interpersonal skills, along with a solid technical background are essential as is the ability to multitask in a fast-paced environment. The ideal candidate can explain technical issues in layman’s terms and translate business needs to technology teams and back.

• Strong leadership and team player to work as part of a global support team, cross training and supporting multiple critical clients facing applications.

• Experience working effectively with diverse groups around the world, including IT management, technology staff, business partners, consultants, vendors and clients