Developer role coupled with operations responsibility.
Create support tools for use by level one (call center) and level two (broad semi-technical) support teams, in-order to enable quick resolution of customer issues. Ranging from database query/ update scripts and shell scripts to full-fledged GUI based support tools.
Triage and solve technical issues with engineering teams.
Prioritize and rank issues with product owners, business stakeholders and account teams.
Proactively communicate issue status and next steps to stakeholders - both business and IT.
Responsible for development, scheduling and implementation of database update scripts to resolve issues.
Responsible for creating support documentation to explain system behavior and design.
Responsible for configuring monitoring to proactively notify support of production issues.
Responsible for being part of an after-hours on-call rotation.
Strong written and verbal communicator; able to constructively lead groups to resolve issues in a timely manner.
Comfortable presenting and giving status to IT executives and external clients concisely and accurately.
Experience supporting applications in the Cloud - AWS experience strongly preferred.
Proficient with database queries and update scripts both SQL and noSQL databases, approaches for each.
Familiarly with the Apache Big Data stack - Hadoop, Hive, Kafka, etc.
Strong familiarity with UNIX based systems, very comfortable with the command line interface.
Understanding of network layers and security principles, hardware (F5) and software (NGINX, HAProxy) load balancers.
Understanding of JVM troubleshooting and light tuning knowledge.
Understanding of authentication/ authorization mechanisms and troubleshooting steps for each: Basic Auth, TTLS, OAuth, OIDC, ACL's, etc.
Proficient with monitoring toolsets such as Splunk, Grafana, Graphite and the CA suite.
Bachelors degree in Computer Science or a related discipline, typically six or more years of solid, diverse work experience in IT with a minimum of four years experience application program development, or the equivalent in education and work experience