Title: Production Support Engineer
General Description:
The Production Support Engineer works closely with the Director Production Support and Data
Analytics to maintain the stability, integrity and operational excellence of our client-side Production
services. This position will take ownership of all aspects of maintaining the Production services including
monitoring processing, providing real-time operational support, and working independently and/or
closely with our Development team to debug and patch the Production code and infrastructure.
Position Responsibilities:
• Focus on supporting the IT Operations team with the configuration and maintenance of
enterprise-wide system tools which are leveraged to provide a stable, secure, and scalable
environment upon which the infrastructure and applications rely.
• Ability to collect and analyze facts, to identify problems, and provide solutions.
• Ability to create detailed written procedures as well as documentation.
• Appreciation for the nature of business-critical incidents and immediate response, escalate if
needed; assistance in processing major incidents in line with incident management processes.
• Ensure system connectivity of all servers.
• Developing, understanding, improving installation and operational procedures for various
requirements like hardware, security, software storage, network, and communication systems.
• Troubleshoot issues and ensure stability and performance of the Production Environment
• Be part of an off-hours rotating on-call schedule.
• Work with business partners on Production break fix in addition to providing day to day support.
• Supports multiple client applications, interfaces and functions; ensuring smooth operations.
• Ability to deliver results in a high-energy, fast-paced environment.
• Excellent written and verbal communication skills required. The ability to express oneself
effectively within groups and in one-to-one conversations. Conveys information clearly and
effectively through both formal and informal documents.
• Excellent ability to organize information, manage tasks and use available tools to effectively
contribute to an organization.
• Continuously improve support operations- analyzing operational data and use end user
feedback to reduce downtime for end users, improve service turn around time, and prevent end
user incidents.
• Respond to routine support issues/requests in person, over the phone, and via ticket
system.
• Develop preventive measures and document issue resolution procedures.
• Manage job schedules and flows to ensure timely completion.
• Recommend process improvements to improve operational efficiency and cost-effectiveness.
• Experience with systems operations automation, configuration and management of
automated monitoring tools, data monitoring and management, run book creation. and
control, SFTP server monitoring and configuration, and EDI a strong plus.
• Enforce company standards, policies and procedures.
• Strong work ethic with commitment to coverage as required.
• Participate in the creation of enterprise security documents (policies, standards, baselines,
guidelines and procedures).
• Participate in the planning and design of an enterprise Business Continuity Plan and Disaster
Recovery Plan; be accountable for proper backup and disaster recovery procedures.
• Participate in the deployment, integration and initial configuration of all new security solutions
and any enhancements to existing security solutions in accordance with standard best operating
procedures generically and the enterprise’s security documents specifically.
Technical knowledge, Skills and Education:
• Experience with managing and reporting SQL Server environment
• Some knowledge of Linux
• Experience with desktop operating system support
• Solid application support experience
• Experience with IT methodologies (Agile, Jira, Confluence, Jenkins, or similar)
• Demonstrates knowledge of software development industry concepts, tools, and techniques.
• Experience in an enterprise IT support role with demonstrated ability to provide excellent
customer service
• Experience with security policies, procedures and best practices
• Working technical knowledge of Microsoft operating systems, relational databases, intrusion
detection and network monitoring
• Experience reading code in .Net programming including ASP.Net, C#, JavaScript a plus
• Experience with Web development including CSS, HTML5, XML a plus
• 5+ years supporting critical Production Operations
• Solid understanding of fundamental technologies like DNS, NTFS Permissions, Load Balancing, SSL, TCP/IP,
networking and security best practices
• Experience analyzing and resolving performance, scalability and reliability issues
• Experience in video streaming, delivery products and troubleshooting codec, streaming issues.
• Strong interpersonal and communications skills.
• Deep understanding of Security (Security Group, NACL)
• Understanding of Network & Switches, VPN, Direct Connect, Routing, Firewall
• Deep understanding of Infrastructure components like VMs, AD/DNS, ADFS
• Knowledge of Hybrid Cloud environment and strong scripting skills
• Experience in monitoring and setting up alerting for Cloud components
Education:
BS/BA in IT, MS-CS Preferred
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities,
duties or responsibilities that are required of the employee for this job. Duties, responsibilities and
activities may change at any time with or without notice.
Interested in applying? Email jobs@adaptiveprocessing.com.
