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TriCom Technical Services · 7 hours ago

Production Support Engineer

Kansas City, MO

Full-time

Onsite

Senior Level, Lead/Staff

8+ years exp

TriCom Technical Services is seeking a Production Support Engineer to help ensure the stability and performance of over 60 critical enterprise applications. In this role, you will collaborate with development, infrastructure, and business stakeholders to identify risks and resolve complex issues proactively and provide technical leadership across teams.

Digital MarketingProfessional NetworkingProfessional Services

Growth Opportunities

No H1B

Responsibilities

Function as Incident Management Lead for high-priority application and data issues and oversee/document processes for escalating tickets between departments to ensure consistency and quality

Lead production support initiatives; providing oversight, communication, and a project plan

Administer application and infrastructure monitoring tools (i.e., monitor and update the tools and create dashboards and alerts)

Administer escalation tools (i.e., monitor, update) and create team policies

Research problems and application errors reported by Customer Service and/or Support staff and provide technical support, monitoring, and reporting for infrastructure, applications, and services

Validate application functionality after deployments or infrastructure maintenance

Work with development teams and business partners to identify, correct, and eliminate errors

Process test transactions in a non-production environment to support client implementations

Develop, implement, and maintain automated tests for applications

Ensure tickets are assigned and completed within defined service-level agreements

Create and ensure the accuracy of Knowledgebase article

Share expertise with other individuals within (and, when appropriate, outside) the organization for training purposes including documenting processes and systems requirements

Participate in after-hours initiatives

Qualification

Root Cause AnalysisCloud-based ArchitectureSQL DevelopmentApplication Performance MonitoringAmazon Web ServicesAPI TroubleshootingTicketing & Reporting ToolsAnalytical SkillsCustomer Service SkillsProblem-Solving SkillsNegotiation SkillsInterpersonal Skills

Required

8+ years of progressive experience with demonstrated success performing root cause analysis (RCA), advanced troubleshooting, and end-to-end issue remediation in complex application environments

Broad technical understanding of Cloud-based enterprise architecture, including hands-on experience with the following: Application performance monitoring (Dynatrace Synthetic, New Relic); Ticketing & Reporting (Jira, Confluence, Targetprocess, ServiceNow, Tableau, JReport, etc.); SQL development including the ability to write/refine complex queries, analyze datasets, and leverage database insights to diagnose and resolve production issues; Amazon Web Services ecosystem (EC2, Lambda, Kubernetes) with Unix/Linux O/S; Stored procedures and API troubleshooting in Postman; Microsoft Office products (SharePoint, Outlook, Word, Excel, PowerPoint)

Regularly demonstrate initiative by identifying and preventing issues

Possesses strong analytical and problem-solving skills

Possesses advanced negotiating and conflict resolution skills

Possesses advanced interpersonal and customer service skills