Role: Support Engineer
Location: St. Louis, MO
Job Purpose ( Production/Application Support/ L2 support)
This role is responsible for the maintenance, support, and operations of the SCP applications. This includes ensuring functionality and usability of the applications are aligned with the organization’s priorities and enabling Company employees to do their work effectively. The Production Engineer is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for the various system users and providing root cause analysis with recommendations for improvements. He or she will also be accountable for performing daily, weekly, monthly, quarterly, and yearly operations tasks required for the ongoing functionality of the software applications. Some programming and debugging duties will be required to develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues.
Job Knowledge
· Advanced skill in configuring and supporting software applications,
· Strong knowledge in writing complex SQL queries,
· Good software debug/troubleshooting skills,
· Advanced ability to research, analyze and recommend improvements to the organization’s use of the software applications, and
· Advanced skill in creating and maintaining technical documentation.
Technical Skills
• Operating system - Windows server, Linux
• Database – Oracle, SQL Server,
• Programming Language – Shell scripting, Basic Java, VB.NET
• Monitoring- Netcool, AppDynamics
• Cloud: AWS
Interpersonal Skills
· Effective working relationships with all functional units of the organization,
· Working ability to effectively recognize and manage interpersonal communication needs,
· Excellent interpersonal skills in areas such as teamwork, facilitation, and able to work independently or as part of a team.
Accountability
· The core role is to keep the applications up 24/7 and to be in touch with administrators and users to help them and to resolve application related issues.
· Respond to critical application outages or issues. Provide Business impact & Drive to root cause and resolution. Provide continuous update to business partners, stakeholders, and upper management.
· Understand, analysis and troubleshoot complex issues on production environment. Responsible for identifying any bugs occurring in the applications
· Taking Ownership of problems from first notification right through to resolution.
· Troubleshoot issues quickly and appropriately by identifying immediate remediation, determining root cause, and coordinating for long term solution.
· Research, recommend, configure, and administer software configuration changes,
· Perform routine operations tasks
· Work with software vendor to have application issues fixed, both short term and long term (root cause analysis),
· Responsible for the creation of software operations and support related documentation (SOP).
· Providing support to CR and all monthly and quarterly releases
· Providing on-call support, weekend support (rotation based)