Production Support Engineer

Matlen Silver; Charlotte (NC); Hybrid; USD 83,000 - 90,000; Full time

Job summary

Matlen Silver in Charlotte, NC is seeking a Production Monitoring & Support professional for a hybrid role (3 days onsite). You will monitor daily batch jobs, ETL workflows, and database processes, diagnose production issues across IDMC, Oracle, and distributed systems, and perform root-cause analysis to prevent recurrence.

You will coordinate with L1 support, ITSM/JIRA/ServiceNow, and stakeholders to communicate status and resolutions.

Qualifications

• Strong experience with Informatica PowerCenter, including monitoring, debugging, and workflow/session troubleshooting.
• Proficiency in Oracle SQL/PLSQL for query tuning, data validation, and issue resolution.
• Proficiency in Python scripting.
• Knowledge of Unix/Linux shell scripting for log analysis and job monitoring.
• Familiarity with job scheduling tools such as Control-M and Autosys.
• Experience working with MuleSoft and other API technologies.
• Experience with source control repositories (SVN, Bitbucket) and CI/CD tools (IBM UBuild, Jenkins, IBM UDeploy, Ansible).

Responsibilities

• Monitor daily batch jobs, ETL workflows, and database processes with L1 Production Support.
• Identify, investigate, and resolve production issues across IDMC, Oracle, and distributed systems.
• Perform root cause analysis and implement preventive measures to minimize recurring failures.
• Manage incidents using ITSM, JIRA, and ServiceNow; escalate when necessary.
• Document incidents, resolutions, and workarounds to support knowledge base updates.
• Act as liaison with L1 Production Support to communicate issue status to stakeholders.
• Provide timely updates to business stakeholders and collaborate with dev and QA teams.
• Recommend process improvements and assist in implementing automation for monitoring activities.
• Support release management activities to ensure smooth production deployments.

Tools

Informatica PowerCenter

Oracle SQL/PLSQL

Python scripting

Unix/Linux shell scripting

Control-M

Autosys

MuleSoft

API technologies

SVN

Bitbucket

IBM UBuild

Jenkins

IBM UDeploy

Ansible

Job description

18 Month W2 Contracy

Charlotte, NC- Hybrid 3 days onsite

$60-$65/hour

Roles and Responsibilities

Production Monitoring & Support

• 1. Liaise with the L1 Production Support Team to monitor daily batch jobs, ETL workflows, and database processes.
• 2. Identify, investigate, and resolve production issues across Informatica Intelligent Data Management Cloud (IDMC), Oracle, and distributed systems.
• 3. Perform root cause analysis and implement preventive measures to minimize recurring failures.

Incident & Problem Management

• 1. Manage incidents using enterprise tools such as ITSM, JIRA, and ServiceNow.
• 2. Escalate issues to the appropriate teams when necessary and ensure timely follow-up.
• 3. Document incidents, resolutions, and workarounds to support knowledge base updates.

Stakeholder Communication

• 1. Act as the primary liaison with the L1 Production Support Team for production incidents impacting data and ETL processes.
• 2. Provide timely updates to business stakeholders on issue status, progress, and resolution timelines.
• 3. Collaborate with development and QA teams to address recurring production issues.

• 1. Recommend process improvements to enhance system stability and reduce manual effort.
• 2. Assist in implementing automation for routine production monitoring activities.
• 3. Support release management activities to ensure smooth production deployments.

Required Qualifications

• 1. Strong experience with Informatica PowerCenter, including monitoring, debugging, and workflow/session troubleshooting.
• 2. Proficiency in Oracle SQL/PLSQL for query tuning, data validation, and issue resolution.
• 3. Proficiency in Python scripting.
• 4. Knowledge of Unix/Linux shell scripting for log analysis and job monitoring.
• 5. Familiarity with job scheduling tools such as Control-M and Autosys.
• 6. Experience working with MuleSoft and other API technologies.
• 7. Experience with source control repositories (SVN, Bitbucket) and continuous integration/deployment tools (IBM UBuild, Jenkins, IBM UDeploy, Ansible).

Desired Qualifications

• 1. Strong analytical and problem-solving skills.
• 2. Excellent communication skills for stakeholder engagement and incident coordination.
• 3. Ability to perform effectively in a fast-paced production support environment.