Production Support Engineer

Responsibilities

• Create knowledge articles and ensure their accuracy.
• Utilize tools to assist in problem research and resolution, and if management approves, data manipulation.
• Provide research for problems referred from customer service and/or State support staff.
• Provide technical support, monitoring, and reporting for infrastructure, applications, and services.
• Review and research application errors.
• Determine and take appropriate action, with development teams and/or business partners, to correct and eliminate errors.
• Ensure tickets are worked and completed within defined service-level agreements.
• Participate in after-hours initiatives.
• Stay current with the latest technologies.
• Regularly demonstrate initiative by identifying and preventing issues.
• Validate application functionality after application deployments or infrastructure maintenance.
• Process test transactions in a non-production environment to support client implementations.
• Develop, implement, and maintain automated tests for applications.
• Demonstrate an advanced understanding of applications, services, and infrastructure.
• Develop and maintain an advanced understanding of business rules and systems requirements.
• Direct and lead troubleshooting of applications and data to ensure consistency and quality.
• Oversee documentation and investigation of issues, and escalate advanced issues as necessary.
• Work well with a team and provide direction to less experienced staff.
• Create, provide, and oversee training for new production support staff.
• Determine when customer notifications are required and escalate to the appropriate support area when necessary.
• Create and distribute notifications as needed.
• Create and administer customer/management reports.
• Oversee and lead evaluation of production applications for usability and performance.
• Ensure production support procedures are being followed, as well as suggest new procedures.
• Apply understanding of advanced workflows between applications and how customers use the systems.
• Share expertise with other individuals within the organization and, when appropriate, outside the organization as needed for training and documentation of processes and systems requirements.
• Lead production support initiatives, provide oversight, communication, and a project plan.
• Administer application and infrastructure monitor tools including monitoring, updating, and creating dashboards and alerts.
• Administer escalation tools including monitoring, updating, and creating team policies.
• Function as Incident Management Lead for high-priority issues.
• Oversee and document the process for escalating tickets between departments.
  
  

Requirements

• Advanced knowledge of ticket management systems.
• Demonstrate the ability to create, modify, and monitor dashboards and workflows.
• Proficiency in creating complex SQL scripts in support of resolving technical issues.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office products (SharePoint, Outlook, Word, Excel, PowerPoint), application performance monitoring (Dynatrace, New Relic), Confluence (Jira, Wiki), and Reporting/BI tools (Tableau, JReport).
• Quality-minded.
• Advanced negotiating and conflict resolution skills.
• Advanced interpersonal and customer service skills.
• Advanced knowledge of SQL.
• Advanced knowledge of Unix/Linux.
• Advanced knowledge of stored procedures and APIs.
• Advanced knowledge of Amazon Web Services (EC2, Lambda, Kubernetes).
• Bachelor’s or Associate's in Applied Science in Computer Science, or a minimum of 8 years of related work experience; or an equivalent combination of education and work experience.
  
  

This is a 6-month Contract-for-Hire opportunity with our Kansas City, MO client. 100% Paid employee Medical/Dental Benefits, Paid time off, Paid Holidays, and 401(k) (with immediately vested company match) available with TriCom during the contract period. H1-B Visa sponsorship is not available for this position. No third-parties, please.