Production Support Engineer

Description

Makpar is looking for a Production Support Engineer to join our team

Role Specific Duties:

Be the first line of defense for production and test environment issues

Work collaboratively with the team to identify, manage, and resolve ongoing incidents

Troubleshoot and connect with appropriate teams to effectively triage issues impacting test and production environments

Understand system architecture, upstream, and downstream dependencies to enable effective participation in triage and restoration activities

Perform systems monitoring of applications within the IRS domain after service restoration and post patching, maintenance, and upgrades

Create necessary service tickets and ensure tickets are routed to the appropriate technical teams

Provide weekend support for various activities including patching, release deployments, security updates, and 3rd party updates

Keep up with info alerts, patching alerts, and delivery partners' activities

Update stakeholders to plan for upcoming maintenance as well as alert them about service issues and restoration

Manage and communicate about upcoming maintenance in the test environment on a daily basis

Liaise with various stakeholders to gain approval for alert communications, including confirmation before an all-clear communication

Work closely with testing and development teams to prepare for infrastructure updates, release readiness, and other activities (Patching, infrastructure, and release activities are Dinesh & Qaiser’s domain)

Submit Application Redirects tickets for planned maintenance after gaining approval from management

Participate in analysis and improvement of system performance

Host daily operational standup

Provide additional support to existing production support procedures and process improvements

Provide regular status reports to management on application status and other metrics

Collaborate with management to improve and customize reports related to production support

Plan and manage support for incident management tools and processes

Required Qualifications:

Bachelor's Degree in computer science, engineering, or related field

AWS Cloud certification

3+ years of relevant IT work experience with cloud experience

Knowledge of Java and microservice development and deployments

Understanding of the business processes behind applications

Strong analytical, problem-solving, negotiation, task and project management, and organizational skills

Strong oral and written communication skills, including process documentation

Proficiency in Microsoft Office applications (Word, PowerPoint, Excel, and Project)

Proficiency in knowledge of computer systems, databases, and SharePoint

Knowledge of Splunk and AppDynamics