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Production Support Lead

Posted on Mar 12, 2020 by Request Technology

Charlotte, NC 28201
Immediate Start
$105k - $115k Annual

A fortune 500 company is on the search for a Lead Production Support Engineer. This role is revolved around production support for applications and infrastructure in C#, ASP .NET, VB .Net, SQL Server, XML, and .NET webservices. This person will be doing 24/7 operational support and any knowledge or experience with Splunk or Dynatrace is a huge plus to have or any other similar technology.

Key Responsibilities

  • Provide on call support for triaging incidents/problems and coordinating with various support teams across the organization and carryout activities related to incident and problem management
  • Communicate with line of business and management the overall status and health of the application.
  • Look for areas of improvement in monitoring, application stability, and speed of determining root cause
  • Perform troubleshooting, analysis, research and resolution using advanced query and programming skills. Conducts root cause analysis.
  • Work closely with Technology Infrastructure Teams, Development & Testing Teams in supporting Integrated/Independent releases, software/hardware upgrades, server upgrades etc.
  • Real Time restoration and triaging of issues impacting technical services (application/infrastructure) to bank customers and partners in a timely manner while keeping partners advised of significant progress or challenges during the restoration period.
  • Assess initial severity, gather impacts, creates tickets in JIRA/KANBAN, engages necessary support teams, and escalates as necessary to ensure timely restoration.
  • Test and validate system performance.

Job Qualifications

  • 7+ years of experience working with C#, ASP.NET, VB.NET, SQL server, XML and .NET webservices.
  • 4 + years of experience working with Visual Studio, Jenkins and Github.
  • 5+ years of experience working on of support of 24x7 support operations staff.
  • 4+ years of experience with SPLUNK and Dynatrace experience.
  • 5+ years of relevant IT experience (Production Support, SDLC- Waterfall/Agile) preferred
  • Exhibit a strong sense of urgency for high severity incidents. Able to assess the customer impact and provide tactical solutions
  • Experience working with service now and Jira.
  • Provide generic solutions/workaround and avoid recurring of incidents. Proactively monitor the production environment and identify the potential incidents
  • Able to contribute to 1. Automation 2. Causal analysis 3. Develop shared/common solutions
  • Flexible enough to work for extended hours and on weekends as needed to handle high priority issues, production recoveries, provide support to Dev & Infrastructure Releases.
  • Hands-on experience with Incident and problem management

Reference: 861784474

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