L2 Production Support Engineer

New York, NY

Post Date: 05/17/2018 Job ID: 10782182 Industry: IT Perm
Seeking strong L2 Production Support Associates!
The Team
The team is distributed globally across Asia, Europe and North America. The team covers all aspects of ITIL Production Management, including Engineering, Support and Deployment across the multiple practice areas. The candidate should be adaptive to a continuous changing and fast paced environment, be able to successfully multi-task, and enjoy the pressure and stress of a fully engaged production management role. The role will involve interacting with developers, external vendors, data operations, other Application Support Group Teams as well as clients directly in the business units. Previous production management experience is mandatory. The successful candidate will be responsible for all aspects of production management including:
·          Taking ownership and managing production requests/questions/issues
·          Manage production problem related incidents- Perform post incident analysis / documentation and related follow-ups
·          Planning for IT/Business/Market change events
·          Internal/External communication
·          Taking proactive initiatives to stabilize & improve plant/enhance current process
The candidate needs to:-
- Understand the overall business flow, supported application systems and its interface with clients while understanding the sensitivity with PII and sensitive information.
- Be able to investigate on issues (by going through logs/code/database)
- Incident management for application issues 
- Act as an escalation point for clients 
- Escalating problems to level 3 (core development and engineering) groups
- Be flexible to provide weekend on call rotation for North America and as Escalation contact from offshore teams in Asia/Europe
- Work closely with Application Development to ensure that the support team has excellent knowledge of the application set own and maintain support knowledgebase and documents
- Document the knowledge articles and related support pages
- Liaise with external parties to resolve issues.
- Be able to effectively communicate across internal/external groups and business clients
- Be able to drive follow-up on issues and provide updates
    Qualifications Skills Required:
- Strong communication skills are essential, and must be able to switch between technical terminology and business language easily 
- Professional ownership of incidents and end user requests
- Have a can do attitude with a strong sense of ownership, follow through and delivery
- Developing and documenting support processes- Experience in a fast paced, dynamic enterprise infrastructure
- Production management experience ITIL training 
- Strong analytical and debugging skills 
- Team player, highly motivated (or Team player in a global and diverse setting)
- Willingness to learn and take initiative 
- Basic level exposure to any RDBMS (preferably Sybase) and programming (preferably Perl) is required. 
- Strong understanding of Sybase, SQL and DB2 databases.
- Familiarity with Java and Perl
- Linux and UNIX skills
  •   Autosys

    Skills Desired:
    • Basic to intermediate knowledge of Informatica
    • Knowledge of Unix scripting
    • Knowledge of Business Object Reporting
    • Knowledge of the financial industry
    • Experience in Scripting languages (Perl/shell)
    • Previous experience supporting human resources data and middleware architecture

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