Remote Production Support Engineer

Summary

Join Makpar as a Production Support Engineer to join our team. Be the first line of defense for production and test environment issues, troubleshoot and connect with appropriate teams to effectively triage issues impacting test and production environments, and perform systems monitoring of applications within the IRS domain after service restoration and post patching, maintenance, and upgrades.

Requirements

• Bachelor's Degree in computer science, engineering, or related field
• AWS Cloud certification
• 3+ years of relevant IT work experience with cloud experience
• Knowledge of Java and microservice development and deployments
• Understanding of the business processes behind applications
• Strong analytical, problem-solving, negotiation, task and project management, and organizational skills
• Strong oral and written communication skills, including process documentation
• Proficiency in Microsoft Office applications (Word, PowerPoint, Excel, and Project)
• Proficiency in knowledge of computer systems, databases, and SharePoint
• Knowledge of Splunk and AppDynamics

Responsibilities

• Be the first line of defense for production and test environment issues
• Work collaboratively with the team to identify, manage, and resolve ongoing incidents
• Troubleshoot and connect with appropriate teams to effectively triage issues impacting test and production environments
• Understand system architecture, upstream, and downstream dependencies to enable effective participation in triage and restoration activities
• Perform systems monitoring of applications within the IRS domain after service restoration and post patching, maintenance, and upgrades
• Create necessary service tickets and ensure tickets are routed to the appropriate technical teams
• Provide weekend support for various activities including patching, release deployments, security updates, and 3rd party updates
• Keep up with info alerts, patching alerts, and delivery partners' activities
• Update stakeholders to plan for upcoming maintenance as well as alert them about service issues and restoration
• Manage and communicate about upcoming maintenance in the test environment on a daily basis
• Liaise with various stakeholders to gain approval for alert communications, including confirmation before an all-clear communication
• Work closely with testing and development teams to prepare for infrastructure updates, release readiness, and other activities (Patching, infrastructure, and release activities are Dinesh & Qaiser’s domain)
• Submit Application Redirects tickets for planned maintenance after gaining approval from management
• Participate in analysis and improvement of system performance
• Host daily operational standup
• Provide additional support to existing production support procedures and process improvements
• Provide regular status reports to management on application status and other metrics
• Collaborate with management to improve and customize reports related to production support
• Plan and manage support for incident management tools and processes