Production Support Engineer
Lead Implementation of production support activities in an AWS environment.
Work as a technical leader alongside business, development and infrastructure teams.
Lead technical and design discussions with IT to help enterprises speed their adoption of new technologies and practices.
Provide support and coach other members of the Production Support team.
Triage and resolve production incidents related to the cloud platform and participate in root cause analysis and postmortem discussions.
Work closely with Infrastructure team and other support staff to identify and resolve incidents and create and implement long term remediation techniques and fixes.
Build effective monitoring, alerts, and metrics for production services in on-prem and AWS environment.
Perform System health monitoring and optimizing performance (CloudWatch, Nagios, Splunk).
Effectively work with IT and business teams, as well as external customers, to lead the resolution of production incidents and provide communication during outage.
Use diagnostic tools to maintain, troubleshoot and restore standard service or data to systems and escalate as appropriate to meet established service level agreements.
Function as a solution manager in support of the Manager, Production Support by leading the implementation of short-term and long-term solutions, automating manual processes and building alerts to monitor the operation of services in AWS environment.
Support applications in a hybrid cloud environment comprised of custom-built applications, SaaS solutions, and open source components Communicate overall status and health of the application to business and application support teams.
Asses initial severity, gather impacts, create tickets, engage support teams and escalate issues properly as they arrive.
Work closely with other teams and recommend solutions to improve production support current processes that reflect business needs, security, and SLAs of our production services.
Define and establish monitoring and other processes and tooling for monitoring and performing routine system health checks to ensure optimization and stability of application.
Core Competencies include:
Customer Focus, Optimizes Work Processes, Collaborates, Communicates Effectively, and Be Open and Authentic Manager will provide more detail to candidates as needed.
Job Requirements:
Bachelor s degree in Computer Science, Information Technology or related field.
A combination of education and experience including through military service, will also be considered.
4-7 years of experience providing level 2 or 3 technical support, and batch-based/web-based database application development SDLC procedures and processes.
3 years of experience supporting applications in an AWS environment.
Experience in:
Deploying and operating solutions build on AWS and working as part of 24x7 support operations staff.
Automation experience with AWS automation services Working in an agile/scrum environment.
One or more AWS certification(s) (Developer, Solution Architect, SysOps Administration, Cloud Practitioner) Thorough understanding of AWS Infrastructure and services including but not limited to VPC, Security Groups, IAM, Cloud Formations, EC2, EBS, S3, CloudWatch, Cloud Trail, and AWS Config.
Working knowledge of SQL, UNIX/Linux based systems, JavaScript and Python.
Demonstrated ability to:
Exhibit a strong sense of urgency for high severity incidents.
Able to assess the customer impact and provide tactical solutions.
Lead on outage calls, and coordinate with multiple teams to resolve outages in a timely fashion.
Demonstrated analytical, attention to detail, and problem-solving skills.
Excellent verbal and written communication skills with demonstrated ability to present technical information to both technical/non-technical audience.
Live within a commutable distance of Herndon, VA.
Additional Desired Requirements:
Knowledge of a variety of computer software, network systems, operating systems, and installation procedures.
Experience with:
Cloud automation and container tools like bash scripting, Ansible, Docker, Chef or Puppet Web applications and client/server applications.
Monitoring tools like Grafana, Nagios and Splunk.
Leading Change Advice Board and Problem Management meetings.
Database management and data structure.
Demonstrated ability to present technical information to both technical/non-technical audience.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Work as a technical leader alongside business, development and infrastructure teams.
Lead technical and design discussions with IT to help enterprises speed their adoption of new technologies and practices.
Provide support and coach other members of the Production Support team.
Triage and resolve production incidents related to the cloud platform and participate in root cause analysis and postmortem discussions.
Work closely with Infrastructure team and other support staff to identify and resolve incidents and create and implement long term remediation techniques and fixes.
Build effective monitoring, alerts, and metrics for production services in on-prem and AWS environment.
Perform System health monitoring and optimizing performance (CloudWatch, Nagios, Splunk).
Effectively work with IT and business teams, as well as external customers, to lead the resolution of production incidents and provide communication during outage.
Use diagnostic tools to maintain, troubleshoot and restore standard service or data to systems and escalate as appropriate to meet established service level agreements.
Function as a solution manager in support of the Manager, Production Support by leading the implementation of short-term and long-term solutions, automating manual processes and building alerts to monitor the operation of services in AWS environment.
Support applications in a hybrid cloud environment comprised of custom-built applications, SaaS solutions, and open source components Communicate overall status and health of the application to business and application support teams.
Asses initial severity, gather impacts, create tickets, engage support teams and escalate issues properly as they arrive.
Work closely with other teams and recommend solutions to improve production support current processes that reflect business needs, security, and SLAs of our production services.
Define and establish monitoring and other processes and tooling for monitoring and performing routine system health checks to ensure optimization and stability of application.
Core Competencies include:
Customer Focus, Optimizes Work Processes, Collaborates, Communicates Effectively, and Be Open and Authentic Manager will provide more detail to candidates as needed.
Job Requirements:
Bachelor s degree in Computer Science, Information Technology or related field.
A combination of education and experience including through military service, will also be considered.
4-7 years of experience providing level 2 or 3 technical support, and batch-based/web-based database application development SDLC procedures and processes.
3 years of experience supporting applications in an AWS environment.
Experience in:
Deploying and operating solutions build on AWS and working as part of 24x7 support operations staff.
Automation experience with AWS automation services Working in an agile/scrum environment.
One or more AWS certification(s) (Developer, Solution Architect, SysOps Administration, Cloud Practitioner) Thorough understanding of AWS Infrastructure and services including but not limited to VPC, Security Groups, IAM, Cloud Formations, EC2, EBS, S3, CloudWatch, Cloud Trail, and AWS Config.
Working knowledge of SQL, UNIX/Linux based systems, JavaScript and Python.
Demonstrated ability to:
Exhibit a strong sense of urgency for high severity incidents.
Able to assess the customer impact and provide tactical solutions.
Lead on outage calls, and coordinate with multiple teams to resolve outages in a timely fashion.
Demonstrated analytical, attention to detail, and problem-solving skills.
Excellent verbal and written communication skills with demonstrated ability to present technical information to both technical/non-technical audience.
Live within a commutable distance of Herndon, VA.
Additional Desired Requirements:
Knowledge of a variety of computer software, network systems, operating systems, and installation procedures.
Experience with:
Cloud automation and container tools like bash scripting, Ansible, Docker, Chef or Puppet Web applications and client/server applications.
Monitoring tools like Grafana, Nagios and Splunk.
Leading Change Advice Board and Problem Management meetings.
Database management and data structure.
Demonstrated ability to present technical information to both technical/non-technical audience.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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