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Production Support Engineer Lead

Posted on Feb 7, 2020 by Request Technology

Charlotte, NC 28201
Immediate Start
$110k - $115k Annual

*Permanent full time role*

A fortune 500 company is on the search for a Production Support Engineer Lead. This will be a service engineer who provides on call support for triaging incidents and looks for areas of improvement in monitoring, application stability, and speed. This role will be creating tickets in JIRA/Kanban and will restore any issues impacting technical services such as application/infrastructure to customers in a timely manner. They need experience with React JS, GitHub, and Jenkins.

Key Responsibilities

  • Should be able to participate on outage calls, lead and coordinate with multiple teams to resolve outages in a timely fashion.
  • Provide on call support for triaging incidents, coordinating with various support teams across the organization and carryout activities related to incident management
  • Communicate overall status and health of the application to business and application support teams
  • Look for areas of improvement in monitoring, application stability, and speed
  • Perform troubleshooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis.
  • Real Time restoration and triaging of issues impacting technical services (application/infrastructure) to customers and partners in a timely manner.
  • Assess initial severity, gather impacts, creates tickets in JIRA/KANBAN, engages necessary support teams, and escalates as necessary.
  • Test and validate system performance.
  • Create, review and update configuration management plans related to code promotion based on information systems and business requirements.
  • Lead efforts to analyze and resolve complex incidents and problems and balance the workload against incident priorities. Ensure all related incidents and problems are appropriately resolved.
  • Provide input and technical guidance in project management, planning, task definition, estimating, reporting, scheduling, and workflow.
  • Analyze variances and initiate effectiveness or efficiency improvements in the organization, standards, procedures or methods.
  • Develop plans to meet required service levels; design data collection and reporting mechanisms for application/infrastructure health reporting.

Job Qualifications

  • 8+ years of relevant IT experience (Production Support, SDLC- Waterfall/Agile) supporting and building Front End web applications.
  • 7 + years of experience developing/supporting applications using JavaScript, Oracle, webservices, XML, JSON, HTML
  • Familiarity with object-oriented design and programming principles and patterns
  • 2+ years of experience with React JS in developing web applications.
  • 4+ of experience in troubleshooting problems using Splunk and Dynatrace expertise is necessary for this position.
  • Hands on experience working with Service now and Jira.
  • Experience with GitHub and Jenkins is desired

Reference: 840704501

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