Job Function:

• Troubleshooting and Issue Resolution: They investigate incidents reported by users or detected by monitoring systems. This process typically involves analyzing logs, replicating issues, and identifying root causes. For example, if a web application is experiencing slow response times, the engineer might check server logs, database performance, and network latency to pinpoint the problem.
• Incident Management: This includes logging incidents in a ticketing system, categorizing them based on severity, and prioritizing them for resolution. Additionally, communicate with stakeholders, providing updates on the status of incidents and expected resolution times.
• Collaboration with Development Teams: When issues are identified that require code changes or enhancements, Support Engineers collaborate closely with development teams. They provide detailed information about the issues, suggest potential solutions, and may even assist in testing fixes before they are deployed to production.
• Documentation: Maintaining accurate documentation is essential for effective production support. Engineers document incidents, resolutions, and any changes made to the system. This documentation serves as a valuable resource for future troubleshooting and helps ensure knowledge transfer within the team.
• Performing Routine Maintenance: This can include applying software patches, updating configurations, and currency. Coordinate updates with 3rd Party vendors as
• Software Release and Deployment & Provisioning
• Password, and Certificate maintenance/renewal

Required qualifications:

• Minimum of 3-5 years directly related experience: BMC Control-M proficiency scheduling and executing batch is required (Control-Me. – Experience in NAS, and file transfers (NDM, FTP, SFTP, PGP/FTP, NFS).
• 5+ years’ experience with SA Level knowledge of Linux and Windows system administration and troubleshooting * 3-5+ years’ experience Demonstrated experience of coordinating batch restoration activity across multiple technologies.
• Ability to participate in 24×7 support schedules if needed.
• Experience with Monitoring Tools (Nagios, Splunk, etc.)
• Familiarity with Database Management (SQL, NoSQL)
• Familiarity with Cloud Technologies (PCF – Pivotal Cloud Foundry) Preferred Qualifications:
• CI/CD experience with tools: GitHub, Git Actions, Bitbucket and Bamboo
• Experience in one or more object-oriented languages (Java preferred)
• Experience with modern versions Shell scripting and PowerShell
• Ability to follow detailed and complex directions.
• Demonstrated ability to understand multiple technologies and how they inter-relate and integrate.
• The candidate must be able to interact with all levels of technical and managerial staff, offshore resources and will have proven leadership abilities and display excellent skills in understanding problem determination and service restoration.
• Excellent written and verbal communication skills
• Ability to work independently as well as effectively cooperate well with others.
• Excellent at gauging customer impact and escalate with the appropriate sense of urgency. Ability to exercise sound judgment and make timely decisions considering all alternatives during a crisis situation.