What are the responsibilities and job description for the Senior Prod Support Engineer - L1/L2 position at HTC Global Services?
HTC Global Services wants you. Come build new things with us and advance your career. At HTC Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies.
At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.
Job Description: Senior Production Support Engineer (L1 & L2)
Position Overview: We are seeking a highly skilled and experienced Senior Production Support Engineer (L1 & L2) to join our dynamic team. The ideal candidate will be responsible for managing and resolving incidents, performing root cause analysis, and ensuring the smooth operation of our applications and services. This role requires a deep understanding of our tech stack and the ability to work collaboratively with various teams to restore service and improve system performance.
Key Responsibilities
Incident Management
Proficiency in AWS EKS, AWS S3, Java (Camel EIP), MS SQL Server, ArtemisMQ, Flowable BPM (Activiti variant), IBM Autosys.
Experience with observability tools such as Kafka, OpenSearch, and Splunk.
Qualifications
This role requires occasional on-call support and the ability to work flexible hours to address critical incidents.
Join our team and contribute to maintaining the reliability and performance of our critical applications and services. Apply today to be a part of our innovative and collaborative environment!
Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.
At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.
Job Description: Senior Production Support Engineer (L1 & L2)
Position Overview: We are seeking a highly skilled and experienced Senior Production Support Engineer (L1 & L2) to join our dynamic team. The ideal candidate will be responsible for managing and resolving incidents, performing root cause analysis, and ensuring the smooth operation of our applications and services. This role requires a deep understanding of our tech stack and the ability to work collaboratively with various teams to restore service and improve system performance.
Key Responsibilities
Incident Management
- Receive and acknowledge incident tickets.
- Resolve or dispatch incident tickets promptly.
- Report incident ticket status to stakeholders.
- Prioritize tasks based on impact, urgency, and benefits.
- Raise problem tickets for root cause analysis (RCA) and permanent fixes, and cascade to respective teams.
- Write JIRA stories for production issue fixes.
- Close incident tickets and update the Known Error Database (KEDB).
- Coordinate with different teams for code fixes as required to restore service.
- Perform necessary work to restore service.
- Analyze problem tickets based on recurring incidents and perform root cause analysis.
- Create and work on problem tasks with concerned teams.
- Provide problem fix solutions to address the RCA by the problem management team.
- Update KEDB articles based on findings and document them for future reference.
- Write JIRA stories for production issue fixes.
- Prioritize tasks based on impact, urgency, and benefits.
- Improve objects (application code, job control, monitoring, documentation).
- Ensure applications are running in a healthy state.
- Monitor application logs/dashboards to identify issues proactively.
- Restore normal service operations during outages or degradations causing disruptions to applications and business.
- Analyze business inquiries about application functionality and technology processes, and troubleshoot issues.
- Support the batch processing cycle and resolve any abends.
- Respond to events/alarms that are precursors to application outages and/or service performance degradation.
- Request for Service
- Handle ad-hoc service requests for:
- Business reports
- Analytics data
- Regression testing
- Incident category type reporting
Proficiency in AWS EKS, AWS S3, Java (Camel EIP), MS SQL Server, ArtemisMQ, Flowable BPM (Activiti variant), IBM Autosys.
Experience with observability tools such as Kafka, OpenSearch, and Splunk.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in production support or a similar role.
- Strong problem-solving skills and the ability to perform root cause analysis.
- Excellent communication and coordination skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Experience with incident and problem management processes.
- Familiarity with JIRA for issue tracking and management.
- Knowledge of ITIL practices and principles.
This role requires occasional on-call support and the ability to work flexible hours to address critical incidents.
Join our team and contribute to maintaining the reliability and performance of our critical applications and services. Apply today to be a part of our innovative and collaborative environment!
Our success as a company is built on practicing inclusion and embracing diversity. HTC Global Services is committed to providing a work environment free from discrimination and harassment, where all employees are treated with respect and dignity. Together we work to create and maintain an environment where everyone feels valued, included, and respected. At HTC Global Services, our differences are embraced and celebrated. HTC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. HTC is proud to be recognized as a National Minority Supplier.
