Production Support Engineer

Online managed services provider seeks a Production Support Engineer as part of its Service Operations team. The position is responsible for the day-to-day production management of proprietary workflow and data transformation software used to produce and control high-volume electronic document creation, archive, electronic delivery, and related on-line services. In addition, this position is responsible for developing/improving tools and processes to further enhance CEDAR’s ability to deliver timely and correct services within service level agreements.


Candidate should have experience with high-volume batch data processing, application monitoring, job scheduling, workflow management, and complex problem analysis. Candidate must have demonstrated experience resolving issues based on application logs, database analysis, and file analysis or providing root cause analysis to support teams as appropriate. Provides issue details, supporting documentation and technical resources to customer service, technical support/development personnel, and management as needed. Develop, enhance, and utilize application support tools/processes to monitor a range of services for SLA compliance, service usage, and other operational activities. Must have experience with production services running on Linux and Unix (Solaris) Operating Systems.


We are seeking experienced individuals capable of handling complex 24x7 revenue-critical operations. No travel, but must be able to work flexible hours as needed.


Responsibilities
  • Monitors production processing, outputs and services to ensure that agreed levels of service and other quality metrics are being met;
  • Issue resolution and/or root cause analysis of operational issues;
  • Participation in software release management and system configuration for application changes;
  • Provides development support for service change requests as needed;
  • Manage & update appropriate documentation including checklists, run books, overviews, etc.;
  • Work with team to establish and enforce Standard Operating Procedures and continually seek ways to make existing processes more efficient and effective;
  • Develop/enhance tools and processes to better assure the delivery of CEDAR services and provide timely information of activity to interested business units;
  • Conduct proactive audits of customers applications to ensure automated service assurance tools/processes are accurately reporting service delivery;

Skills
  • 5+ years experience supporting complex applications on Unix-based systems;
  • Strong problem solving abilities, organizational skills and attention to detail;
  • Strong interpersonal skills in working with technical and client services professionals;
  • Strong personal accountability for applications and systems under their operational control;
  • Ability to work well with operations, DBAs, software delivery teams, and infrastructure teams to deliver mission critical services;
  • Solid understanding of production systems change management;
  • Ability to work under pressure within aggressive project schedules and during operational issues;
  • Demonstrated competency working in remote Unix/Linux-based (shell) environments;
  • Ability to navigate Unix-based directories structures and work with data and text files on the system;
  • Skilled with common Unix-based tools such as grep, mv, cp, tail, tar, etc.;
  • Intermediate or better skills with Perl, AWK, and other Unix-based scripting/programming languages;
  • Experience working with data in relational databases (non-DBA level data analysis/SQL query skills);  
  • Source code management and code promotion using CVS or similar management system;

Preferred Skills
  • Experience with Workflow or Document Composition & Management applications;
  • Web application programming experience (PHP, Java, etc.);
  • MySQL/Oracle Experience;

Education
  • Bachelors Degree or equivalent.

If you are interested in applying for this position please email your resume to: