What are the responsibilities and job description for the Production Support Engineer position at Purplejack Technologies LLC?
Role: Production Support Engineer
Location: Chicago, IL
W2 Contract
Required Skills
• Experience supporting mission-critical applications.
• Strong troubleshooting skills through monitoring and log analysis.
• Solid understanding of modern cloud technologies (financial sector experience preferred).
• Familiarity with Incident/Change/Problem management processes.
• Knowledge of Agile practices and release management.
• Understanding of audit requirements, change control procedures, and data security.
Soft Skills & Leadership:
• Excellent leadership and communication skills.
• Ability to provide regular, high-quality updates to stakeholders on incident progress, including SLA risks/breaches.
• Ability to coordinate with onsite and offshore teams (Managed Services providers and NT partners).
• Self-motivated to become a Subject Matter Expert (SME) for assigned applications.
Key Responsibilities:
• Lead production stability efforts by preventing issues and improving application stability.
• Track and manage Incidents, Changes, and Problems for assigned applications.
• Provide regular, high-quality updates to stakeholders on incident progress, including SLA risks/breaches.
• Identify measures to improve application stability and availability to enhance support service delivery.
• Develop into a Subject Matter Expert (SME) for the assigned application domain.
• Troubleshoot production issues through monitoring and log analysis.
• Attend regular meetings with Project/Development teams to discuss production issues for prioritization, fixes, and release.
• Engage in systems projects, including planning, management status reporting, specifications, and implementation.
• Ensure compliance with all audit requirements, including change control procedures and data security.
• Manage and coordinate with onsite and offshore Managed Services providers and NT partners to support applications and drive continuous improvement.
• Coordinate with various teams (including offshore staff), raise support tickets for issues, analyze root cause, and assist in efficient resolution of production issues.
• Participate in on-call support after office hours, including weekends, for High and Critical production issues.
• Work with vendors and support staff on tickets and follow up regularly until resolution is found.