What are the responsibilities and job description for the Production Support - Remote / Telecommute position at Cynet Systems?
Job Details
We are looking for Production Support - Remote / Telecommute for our client in Boise, ID
Job Title: Production Support - Remote / Telecommute
Job Location: Boise, ID
Job Type: Contract
Job Description:
Responsibilities:
Day-to-Day Operations:
- Monitor and manage the health and stability of production systems on an ongoing basis.
- Lead SWAT Calls (specialized emergency response calls) to address critical incidents and minimize downtime, ensuring the stability of systems and applications.
- Initiate and drive TOC Calls (technical operations calls) when outages occur, prioritizing critical incidents (Priority 1, 2 & 3) to ensure prompt resolution and minimal service disruption.
- Oversee and manage the ticket workflow for incidents, especially Priority 4 & 5, ensuring proper tracking, follow-up, and resolution within established SLAs.
- Provide critical support and validation during Infrastructure Upgrades and Maintenance to ensure seamless transitions and minimal disruption to services.
- Manage SSL Certificate Management, ensuring timely renewal and proper configuration to maintain secure communications.
- Ensure the Operational Readiness of systems and processes, particularly during peak periods (e.g., 1/1 or other high-traffic times), to ensure that infrastructure supports increased loads and system reliability.
- Act as the liaison between Helpdesk, Development, Business, and Account Management teams to ensure effective communication and resolution of production issues.
- Facilitate the coordination of cross-functional teams to resolve incidents and implement improvements.
- Assist in the creation and maintenance of Application Recovery Guides (ARGs) and conduct disaster recovery (DR) activities to ensure business continuity in case of major system failures.
- Validate and manage PHI (Protected Health Information) issues, ensuring that all incidents involving sensitive data are handled according to compliance standards and regulations.
- Provide key Stability and Availability Metrics, helping to track and report system uptime, performance, and overall reliability to stakeholders.
- Bachelor s Degree in Computer Science, Information Technology, Engineering, or a related field.
- 6 years of experience in production support, including on-prem and cloud-based systems management.
- Hands-on experience with key production support tools and technologies such as Wily, Tivoli, HP BSM, Splunk, and Datadog for application and system monitoring.
- Expertise in managing MQ, DataPower, Apigee, and Microservices for API management, message queuing, and microservices architectures.
- Proficiency in security protocols, including OAuth, SSL, and HTTP, to ensure secure and efficient communication within production environments.
- Experience with containerization technologies, specifically Docker, and Redis for performance optimization and caching.
- Strong understanding.
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