Production Support Engineer
2 days ago
🏡 Remote – New York
.NET
Airflow
Apache
ASP.NET
AWS
Entity Framework
Hadoop
Informatica
ITSM
Java
JavaScript
Kubernetes
MS SQL Server
Node.js
Pandas
Python
Ruby
Scala
Spark
SQL
Go
Description
•The Production Support Engineering team plays a key role at Amount by ensuring production issues are managed efficiently and effectively. You will manage high priority issues to resolution following industry best practices. You’ll troubleshoot, fix, and apply workarounds to resolve technical issues across multiple platforms. •Each day, you’ll interact with every aspect of our organization in order to find the best solution for our partner. Management of ticket queues, monitoring for issues and post-release validation are also a large part of this role, all while meeting our partner’s SLA requirements.
Requirements
•Technical ability to deep dive into issues by querying tables, analyzing data and problem-solving •Prioritization and triage of incoming requests/issues •Drive incident resolution and lead conversations with cross-functional groups. Ask the right questions to help determine impact/priority and the correct route for resolution. Oversee a technical bridge, if required. •Management of all incidents through the incident management lifecycle •Documentation of all relevant events, getting status reports while driving decision-making and resolution •Ensure stakeholders are updated according to predefined service level agreements •Completion and ownership of the postmortem with appropriate root cause analysis performed •Improvement suggestions to capture preventative measures that will avoid recurrences of incidents •Investigate patterns that indicate larger overall issues, even if we don’t have the solution. •Compilation of metrics on a weekly and monthly basis. Maintain dashboards for service incidents and ad hoc reporting as requested •Play an active role during critical incidents which may occur outside of normal business hours. Nights, weekends, and holidays on an on-call rotation basis is a must •Creation of runbooks or standard operating procedures (SOP) so we can all learn from each other and add to our knowledge base
Benefits
Check them out HERE!
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