Application Support

474 MS Services Group, Inc.; New York (NY); On-site; USD 150,000 - 190,000; Full time

Job summary

474 MS Services Group, Inc. is seeking an experienced Production Support Engineer to proactively detect, troubleshoot, and resolve issues affecting production applications.

You will coordinate with development and external teams, maintain production stability, and ensure change guidelines are followed during deployments. The role requires 5–7 years of enterprise app support/dev experience, strong scripting skills in Python/Java, and extensive AWS and observability tooling knowledge.

Qualifications

• 5–7 years of experience developing and/or supporting enterprise applications
• 3–5 years of experience leading a small-to-medium team with similar skill sets
• Willingness to embrace Agile practices and DevOps/SRE concepts
• Working knowledge of DevOps and observability tools (Grafana, Prometheus, Splunk, Kibana)
• Strong analytical skills with problem determination and recovery processes
• Ability to interface with multiple technology teams and vendors
• Experience with AWS services (EC2, ECS, S3, Fargate, Aurora, Lambda)
• Hands-on scripting in Python; working knowledge of Java
• Experience with JavaScript, React, GraphQL, Python, Django, Celery, PostgreSQL, Golang, Elasticsearch, RabbitMQ, Kafka
• Exposure to Adobe Experience Cloud is a plus
• On-call/off-hours support ability and 24/7 incident response readiness
• Experience in financial services is a plus
• Excellent written and verbal communication skills
• BS/MS degree in a quantitative discipline

Responsibilities

• Proactively detecting, troubleshooting, and resolving production application issues
• Coordinate with development and external teams as needed
• Maintain clear, timely communications during investigations and outages
• Ensure stability of the Production environment
• Develop and revise policies to guide production standards
• Ensure Change Implementation guidelines are followed for all production systems
• Handle requests for data/access to Production systems
• Assist with new system/project readiness for production standards
• Maintain and grow accessible knowledge for the team
• Strive to reduce dependency on external resources for initial troubleshooting
• Mentor/coach team members and support on-call readiness

Skills

DevOps/SRE

Agile practices

Observability tools

Python scripting

Java

PowerShell

Unix scripting

AWS

PostgreSQL

Grafana

Prometheus

Splunk

Kibana

React

GraphQL

Django

Celery

PostgreSQL

Golang

Elasticsearch

RabbitMQ

Kafka

Adobe Experience Cloud

Education

BS/MS degree in CS/Engineering

Tools

Grafana

Prometheus

Splunk

Kibana

AWS

EC2

ECS

S3

Fargate

Aurora

Lambda

PostgreSQL

Elasticsearch

RabbitMQ

Kafka

Job description

Role & Responsibilities

Proactively detecting, troubleshooting, and resolving all issues affecting production applications. This involves coordination with and escalation to development and external teams where necessary. This team owns all issues escalated to us until it is resolved or a workaround is provided for end users to continue functioning Responsible for maintaining clear, concise, and timely communications with affected parties during the investigation and resolution of any individual or system-wide outage Responsible for the stability of the Production environment Develop and continually revise in partnership with other teams where necessary) suitable policies and procedures to ensure appropriate application development standards are available to guide development for systems deployed to Production. As the gatekeepers of the Production environment, responsible for ensuring the Change Implementation Management guidelines/policies are adhered to for all systems deployed to Production. Responsible for servicing all requests for data or other activities that require access to Production systems Work with development teams at the appropriate stages in application development to ensure any new systems or projects meet the Production standard Responsible for maintaining and growing a body of knowledge that is accessible to all team members. Ensure information regarding any support related activities or issues are available and easily accessible. The goal is to improve self-reliance and reduce dependency on the availability of development or external team resources for the initial troubleshooting and resolution of problems.

Primary skills

Minimum 5–7 years of experience developing and/or supporting enterprise applications 3–5 years of experience leading a small-to-medium team with similar skill sets Willingness to embrace Agile practices and DevOps/SRE concepts Working knowledge of DevOps and observability tools (e.g., Grafana, Prometheus, Splunk, Kibana) Strong analytical skills, including problem determination and recovery/resolution processes Ability to interface with and build strong working relationships across technology teams, business analysts, and vendors Understanding of database engineering and the ability to develop high-quality database solutions Experience with AWS services such as EC2, ECS, S3, Fargate, Aurora, and Lambda Hands-on scripting experience with Python and working knowledge of Java Administrative competence in at least one major programming language or platform (e.g., Perl, PowerShell, Unix scripting, Java, C#, .NET) Exposure to application technologies such as JavaScript, React, GraphQL, Python, Django, Celery, PostgreSQL, Golang, ElasticSearch, RabbitMQ and Kafka. Experience with web analytics tools (preferably Adobe Experience Cloud) is a plus Fast learner who thrives in a fast-paced environment Strong organizational skills and the ability to manage multiple tasks and high-pressure outage situations through resolution Driven to learn new technologies and techniques and to be an integral member of the team Hands-on experience administering large-scale, high-availability systems and using tools to monitor performance and availability Experience in creating technical architecture documentation Excellent written and verbal communication skills for technical discussions across management layers BS/MS degree (or equivalent), preferably in a quantitative discipline (e.g., Computer Science, Computer Engineering) Experience with on-call support and the ability to respond to emergencies on a 24/7 basis Experience in the financial services industry is a plus Assist with investigating and troubleshooting production issues, and actively mentor/coach/train team members.

Secondary Skills

5–10 years of experience supporting or developing transaction-based systems Hands-on technical professional who understands both code and infrastructure Proven operational/support background with strong understanding of incident, problem, and change management to drive stability across organizations Ability to lead outage incidents by coordinating cross-team response and user communications through resolution Strong focus on metrics, monitoring, and trend analysis Strong problem-solving skills with the ability to analyze and interpret data Ability to build strong relationships and coordinate effectively with multiple parties during outages, while providing clear updates to APG and BU partners Comfortable with an on-call rotation, including weekend work Strong end-user support skills; able to partner with users to diagnose issues and drive to resolution Self-motivated with excellent written and verbal communication; able to communicate clearly and concisely Strong ownership mentality with a focus on customer satisfaction Detail-oriented and well organized, with strong analytical skills Experience working in a virtual and/or global team environment Self-starter with a “can-do” attitude and the ability to multitask effectively Familiarity with ITIL concepts, especially incident and problem management.

What We Do

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