Position Summary:
The Senior Production Support Engineer will be responsible for handling all customer tickets and is part of providing technical support to OEM operations team and customer responding to issues related to problem/incident, release/deployment, application or infrastructure monitoring, data and governance issues. The candidate is required to troubleshoot issues based on tickets and need to part of rollouts and continuous improvements. The candidate has to support both internal and customer requests, shall be willing to work in 24x7 shifts
Supervisory Responsibilities:
No
Job Responsibilities:
- Provides support for triaging problems and coordinating with various support teams across the organization and carryout activities related to incident and problem management.
- Evaluating, troubleshooting, debugging, identifying root cause and resolving issues/ addressing customer needs in timely manner.
- Responds to requests and inquiries from users within the pre-determined timeframe of our service level agreement.
- Communicates with line of business and management the overall status and health of the application.
- Looks for areas of improvement in monitoring, application stability, and speed of determining root cause
- Provides real-time restoration and triaging of issues impacting technical services (application/infrastructure) to OEM and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period
- Mentoring / training other team members as well creating technical documentation.
- Work in rotational shifts and provides 24x7 on call support.
Basic Qualifications:
- Experienced Application Support Engineer with 5+ yrs experience in production support
- Candidate should be a Graduate and from computer science background
- Excellent communication and customer handling skills. Understanding and adherence to customer SLAs
- Certifications on AWS is desirable not mandatory
Preferred Qualifications & Desired Competencies:
- 24X7 rotational shifts (including night shifts and Weekend/holiday support)
- Must have production application support experience as requirement is 24X7X365 production support for client environment.
- Experience providing generic solutions and avoid reoccurring incidents.
- Able to contribute to 1. Automation 2. Causal analysis 3. Develop shared/common solutions
- Ability to support users on complex technical issues, data issues, problems related to supported enterprise platform
- Experience with Jenkins, Docker containers, Kubernetes
- Hands on experience on Linux support including RH Linux, CentOS & CoreOS system administration, OS configuration and troubleshooting, experience on live server support and troubleshooting.
- Experience on Apache/Nginx, Tomcat, Redis, HiveMQ, Kafka, Jenkins, GitLab, Shell Scripting, Network and Server monitoring tool like Prometheus/Grafan, Nagios, ICINGA etc. is required.
- Experience in writing queries in relational and NoSQL database technologies Postgre, Cassandra and MongoDB.
- Strong sense of teamwork and inclusiveness.
- Must be a self-starter, motivated, innovative, capable of, providing technical solutions.
- Adaptability and ability to work under pressure
- Ability to provide on call 24x7 support.
- Sound knowledge on AWS Infrastructure
- Good to have Compliance understanding such as ITIL,ISO 27001 or SOX
