Senior Production Support Engineer - Night Shift Hybrid

General Motors Company; Taguig; Hybrid; PHP 5,442,000 - 8,003,000; Full time

Benefits offered by this job

Hybrid work schedule

Night shift support

Job summary

General Motors Philippines is seeking a Production Support Senior Engineer to deliver end-to-end production support for enterprise apps, databases, and integrations on a hybrid night shift in Taguig. You will monitor systems, troubleshoot, coordinate incidents, and ensure service continuity while aligning with ITIL processes.

The role requires hands-on data, API, and scheduling tools experience, plus leadership in coordinating a technical team.

Qualifications

• Bachelor’s degree in computer science, information systems, engineering, data management, or a related field.
• 5–8 years of experience in production support, application support, infrastructure operations, database operations, data integration, or a related discipline.
• Strong SQL proficiency, including querying, troubleshooting data issues, data validation, performance analysis, and working with relational databases such as Oracle, SQL Server, PostgreSQL, DB2, Teradata, Sybase, or similar.
• Experience with ETL and data integration, including data pipelines, batch processing, file transfers, API integrations, and troubleshooting data-flow failures.
• Working knowledge of REST APIs, JSON/XML, middleware concepts, integration monitoring, and interface debugging.
• Experience with production-support and incident-management practices, including root-cause analysis, log analysis, monitoring tools, incident triage, ticket management, problem management, and production recovery.
• Working knowledge of ITIL or comparable service-management practices, including Incident, Problem, Change, and Release Management.
• Experience with enterprise job schedulers such as Tidal, AutoSys, Control-M, or comparable tools, including batch-processing support.
• Basic understanding of Java or .NET applications, web services, and distributed-system concepts in a production-support environment.
• Demonstrated ability to lead or coordinate technical team members, establish ownership, balance workloads, prioritize competing requests, coach colleagues, and support routine service-delivery administration.
• Experience with capacity planning, resource forecasting, work allocation, task tracking, operational performance follow-up, and service-delivery prioritization.
• Strong written and verbal English communication skills, with the ability to explain technical issues, risks, recommendations, and status clearly to senior IT leaders, technology partners, business stakeholders, and technical and non-technical audiences.
• Willingness to work on night shift (8:00 PM to 5:00 PM PH).

Responsibilities

• Provide end-to-end production support, sustainment, monitoring, troubleshooting, and technical administration for enterprise applications, infrastructure services, databases, integrations, scheduled jobs, and data flows in accordance with approved technical, security, access-control, change-management, monitoring, backup, recovery, and IT service-management procedures.
• Monitor application, infrastructure, database, integration, and scheduled-job health; analyze alerts, logs, job results, and system metrics to identify faults, performance degradation, capacity concerns, and emerging operational risks.
• Lead production-incident response from triage through resolution, including technical investigation, evidence gathering, ticket updates, escalation, stakeholder communications, recovery activities, and major-incident coordination.
• Perform root-cause analysis and drive problem-management actions to prevent repeat incidents.
• Administer and support user and service-account access, role assignments, permissions, authentication integrations, privileged-access processes, periodic access reviews, security controls, configuration, patching, and environment readiness.
• Support database and data-integration operations, including SQL execution, data validation, performance analysis, data loads, data-quality and data-flow troubleshooting, ETL, batch processing, file transfers, REST APIs, JSON/XML exchanges, middleware, integration monitoring, and interface debugging.
• Support application releases, infrastructure changes, upgrades, migrations, deployments, integrations, environment onboarding, and production transition activities by reviewing implementation plans, validating prerequisites, coordinating approvals, performing post-change checks, and supporting rollback when required.
• Support high-availability, business-continuity, and disaster-recovery readiness, including backup validation, recovery procedures, recovery testing, and continuity documentation.
• Maintain runbooks, knowledge articles, support procedures, system diagrams, configuration and dependency records, change records, support matrices, operational checklists, recovery instructions, and other service documentation.
• Engage senior IT stakeholders, solution-support leaders, technology partners, application, database, integration, infrastructure, cloud, vendor, and business teams to translate requirements into practical, supportable, and strategically aligned solutions.
• Communicate operational risks and provide recommendations that support IT solution decisions, service improvements, and long-term sustainment.
• Track operational metrics, service-level performance, incident trends, system health, workload demand, and improvement opportunities; provide regular status reports and operational insights to leadership, technology partners, and business stakeholders.
• Lead and coordinate team members performing operational support activities by establishing ownership, balancing workloads, reviewing queues, coordinating shift coverage, following up actions, and escalating capacity concerns.
• Perform capacity planning and resource forecasting by assessing workload demand, staffing availability, skills coverage, planned releases, support volumes, service-level commitments, dependencies, competing initiatives, and anticipated operational risks.
• Coach and mentor team members through technical guidance, structured feedback, knowledge sharing, onboarding support, peer reviews, knowledge-transfer sessions, service reviews, and continuous improvement initiatives.
• Automate repetitive support activities and improve monitoring, reliability, scalability, repeatability, and support efficiency using approved scripting, job-scheduling, monitoring, and workflow tools.
• Support team administration, including work allocation, attendance or shift-coverage coordination, access and onboarding requests, training tracking, time or activity reporting, performance inputs, utilization tracking, resource planning, and other administrative activities required for service delivery.
• Perform other related operational and technical duties as assigned.

Skills

SQL proficiency

Incident management

ITIL knowledge

Team coordination

Night shift readiness

REST APIs

Data integration

Scripting

Communication

Education

Bachelor’s degree in Computer Science/Information Systems/Engineering/Data Management

Tools

Tidal

AutoSys

Control-M

Job description

General Motors Philippines is seeking a Production Support Senior Engineer to deliver end-to-end production support for enterprise apps, databases, and integrations on a hybrid night shift in Taguig. You will monitor systems, troubleshoot, coordinate incidents, and ensure service continuity while aligning with ITIL processes.

The role requires hands-on data, API, and scheduling tools experience, plus leadership in coordinating a technical team.