What are the responsibilities and job description for the Production Support Engineer position at TIER4 GROUP?
Production Support Analyst / Application Support Specialist
Direct Hire
Atlanta, GA - hybrid onsite/remote
Job Summary:
We are seeking a dedicated and detail-oriented Production Support Analyst/Application Support Specialist to join our team. In this role, you will be responsible for ensuring the stability, availability, and performance of critical software applications or systems in a production environment. You will work closely with cross-functional teams to resolve issues, troubleshoot problems, and implement improvements to enhance system reliability.
Overall, a Production Support Analyst plays a critical role in ensuring the smooth operation of the application and production systems, resolving issues as quickly as possible, and improving overall efficiency and performance.
Responsibilities:
Incident Resolution: Respond to and resolve production issues, incidents, and service requests in a timely manner to minimize downtime and impact on business operations.
Monitoring and Alerting: Monitor system health and performance using monitoring tools and proactively address issues before they escalate.
Troubleshooting: Investigate and diagnose complex technical problems, identify root causes, and implement solutions to prevent recurrence.
Change Management: Coordinate and implement changes to production systems, following established change management processes and best practices.
Documentation: Maintain accurate documentation of system configurations, procedures, and troubleshooting steps.
Communication: Provide clear and timely communication to stakeholders, including management and end-users, regarding incident status and resolutions.
Collaboration: Collaborate with cross-functional teams, including developers, QA, and infrastructure teams, to address production issues and improve system performance.
Performance Optimization: Identify opportunities for performance optimization and work on tuning and enhancing system performance.
Scripting and Automation: Develop and maintain scripts or automation tools to streamline support tasks and processes.
24/7 Support: Participate in an on-call rotation to provide 24/7 support coverage for critical systems.
Mentoring: Mentor and provide guidance to junior support staff.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
Proven experience in a Production Support or Application Support role, preferably in a fast-paced and dynamic environment.
Strong knowledge of the software development life cycle (SDLC) and ITIL processes.
Proficiency in scripting languages (e.g., Shell, Python, Perl) for automation tasks.
Experience with monitoring and alerting tools (e.g., Nagios, Zabbix, Splunk).
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Ability to work independently and collaboratively as part of a team.
IT certifications (e.g., ITIL, CompTIA A , etc.) are a plus.
Familiarity with specific technologies or applications relevant to the organization (e.g., specific databases, ERP systems, CRM systems, etc.).
Preferred Skills:
Experience with cloud computing platforms (e.g., AWS, Azure, GCP)
Familiarity with DevOps practices and tools
Understanding of network and server infrastructure.
Salary : $41 - $53
