Production Support (Level2/3)

  • location: Richardson, TX
  • type: Permanent
  • salary: $120,000 - $135,000 per year
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job description

Production Support (Level2/3)

job summary:
Production Support Engineer

Major Duties:

  • Supports the 24x7 day-to-day maintenance of the infrastructure application systems in operation, including tasks related to identifying and troubleshooting application and data issues and issues resolution or escalation
  • Ensure Handover / takeover from/to Shift on pending issues and ensure effective resolution
  • Performing root cause analysis for recurring problems by partnering with other teams to develop long-term resolutions, including implementing preventative measures to minimize problems and production outages
  • Resolving and documenting incident and service tickets in a timely manner according to Service Level Agreements (SLAs) or assigned completion dates
  • Performing testing and shakeout procedures during/after active incidents or deployments during or after regular business hours
  • Manages activities related to maintenance of the application systems that are running the daily operations of the firm
  • Manages the production changes in a collaborative environment in accordance with lifecycle methodology and risk guidelines and data management
  • Develop custom automation in order to streamline support processes
  • Strong problem root cause diagnosis skills and desire to learn products, applications and technology
  • Ability to work as part of a team - Candidate will work closely with both the Engineering, Development and other Operational teams.
  • Monitor Production environments / scheduled jobs and identify improvement to monitoring.
  • Drive standardization for new onboarding processes and controls.
 
location: Richardson, Texas
job type: Permanent
salary: $120,000 - 135,000 per year
work hours: 8 to 5
education: Bachelors
 
responsibilities:
  • Supports the 24x7 day-to-day maintenance of the infrastructure application systems in operation, including tasks related to identifying and troubleshooting application and data issues and issues resolution or escalation
  • Ensure Handover / takeover from/to Shift on pending issues and ensure effective resolution
  • Performing root cause analysis for recurring problems by partnering with other teams to develop long-term resolutions, including implementing preventative measures to minimize problems and production outages
  • Resolving and documenting incident and service tickets in a timely manner according to Service Level Agreements (SLAs) or assigned completion dates
  • Performing testing and shakeout procedures during/after active incidents or deployments during or after regular business hours
  • Manages activities related to maintenance of the application systems that are running the daily operations of the firm
  • Manages the production changes in a collaborative environment in accordance with lifecycle methodology and risk guidelines and data management
  • Develop custom automation in order to streamline support processes
  • Strong problem root cause diagnosis skills and desire to learn products, applications and technology
  • Ability to work as part of a team - Candidate will work closely with both the Engineering, Development and other Operational teams.
  • Monitor Production environments / scheduled jobs and identify improvement to monitoring.
  • Drive standardization for new onboarding processes and controls.
 
qualifications:
Ideal candidate will have experience supporting several of these tools: Apphost, Bladelogic, Sunrise, BigFix/TEM, Tanium, Config Mgr, JFrog Artifactory, Anisble Tower, etc

 
skills: Required Skills:

  • Minimum of 8+ years with hands on experience supporting multiple infrastructure applications i.e. BladeLogic, BMC Discovery, FlexNet, AppPortal
  • Strong background in UNIX, Linux, Wintel, Perl/Shell scripting, as well as ability to write SQL to extract, Oracle databases and JAVA
  • Hands on experience with using Splunk and Remedy
  • Experience with large distributed environments (50,000+ servers).
  • Experience with automation development with BMC Atrium Orchestrator
  • Experience in server administration with Red Hat Enterprise Linux and Windows Server.
  • ITIL processes knowledge: Incident Management, Request Management, and Problem Management
  • Excellent communication skills and user handling skills
  • Self-starter with a strong work ethic who is equally capable of working in a collaborative manner.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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