Production Support Engineer

Title: Production Support SRE

Location: Chandler, AZ

Onsite/hybrid: 3x week

Weekends/on-call: rotating weekends, once every 8-10 weeks

Pay:$56.08 / hourly rate

Position Summary

Application Production Support for Global Banking Applications, primary responsibilities are identification and resolution of production incidents. Problem Management post incident resolution to determine root cause, mitigating actions, drive and track permanent resolution. Management of incident and problem tickets through the enterprise ITSM tool.

The role also includes

• Capacity and Performance Management.
• Working with development teams for take-on and training of new services or significant upgrades.
• Providing support for Audits (internal and external).
• Stakeholder management, working closely with Business and Operations partners to understand KPI metrics to measure service stability to prioritize defect fixes and enhancements

Primary Skill

• Core Java
• Secondary Skill
• XML/XSLT
• Tertiary Skill

Required Skills

• 5+ years of relevant IT experience i.e. Production or Release Support, ITIL, Technical Implementations, or equivalent
• Demonstrate flexibility, navigate ambiguity, and quickly establish credibility among technical peers
• Excellent written and verbal communication skills (English)
• Proven knowledge in some/all of the following: Java/J2EE – Core Java, JDBC, EJB, & Java Web Services & Experience in Server-side technologies - SOAP/Restful services, XML/XSLT, XML, JDBC, AOP, MQ Micro Services & MuleSoft.
• Good knowledge of Middleware components; Message Broker, IBM Websphere MQ, JBoss application server, MuleSoft
• Strong operating system knowledge in Unix and Windows including strong scripting skills
• Experience with Database technologies (examples Oracle, DB2 and PL/SQL ) queries to support incident resolution.
• Knowledge of event driven and schedule driven batch processes
• Experience of handling various production support roles (technical – L1/L2/L3) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
• Ability to be part of IT production support team providing front-line technical support to end users responding to issues related to Incident / Problem Management, Release/Deployment, Operational Readiness, Application Monitoring & Production Governance
• Experience with: troubleshooting, analysis, research, and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk, real-time restoration, 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
• Ability to work closely with Technology Infrastructure, Development & Testing Teams in supporting Integrated / Independent releases, software/hardware upgrades, server upgrades, etc.
• Ability to assess initial severity, gather impacts, engage necessary supporting teams, and escalate as necessary to ensure timely restoration
• Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
• Ability to communicate with all lines of business and management the overall status and health of the application, contribute to automation, causal analysis, develop shared/common solutions, and proactively identify cross-functional or technical issues
• Working on some weekends and bank holidays as part of a 5 day week shift pattern