Production Support Engineer

Veracity Software Inc; New York (NY); Remote; USD 70,000 - 110,000; Full time

Job summary

An innovative IT services firm is seeking a Production Support Engineer to join their dynamic team. In this pivotal role, you will manage CA Server Automation and troubleshoot Windows systems in both production and non-production environments. Your expertise in PowerShell scripting and SQL will be essential as you provide 24x7 support and automate application monitoring. This position offers the opportunity to work collaboratively with cross-functional teams, ensuring top-notch service delivery and continuous improvement. If you're passionate about technology and eager to make an impact, this role is perfect for you.

Qualifications

• 5+ years of IT experience in production support with Windows Systems Administration.
• Proficiency in PowerShell scripting and SQL for Oracle or SQL Server.

Responsibilities

• Manage CA Server Automation and troubleshoot Windows systems.
• Provide 24x7 on-call support and create application monitoring scripts.

Skills

Windows Systems Administration

PowerShell scripting

SQL for Oracle or SQL Server

ITIL support practices

Microsoft Office Suite

Education

Bachelor's degree in Computer Science

Tools

CA Server Automation

CA ITCM

Azure

Splunk

ExtraHop

Job description

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Job Title: Production Support Engineer

Job Location: Remote

Employment Type: C2H

Key Technology: Windows, CA Servers, SQL, MS Office

Job Responsibilities:

1. Manage CA Server Automation, including CA ITCM, with knowledge of using the CA tool.
2. Troubleshoot Windows systems in non-production and production multi-tier environments.
3. Provide 24x7 on-call support for applications on a rotating basis and resolve escalated incidents.
4. Create application monitoring scripts and automate alerts for log file issues.
5. Recommend performance improvements and infrastructure capacity enhancements, and improve existing macros and utilities.
6. Diagnose and resolve customer-impacting issues, taking point of escalation.
7. Review turnover artifacts before production installs to ensure completeness.
8. Participate in projects, communicate status, issues, and risks effectively.
9. Support applications for Managed Services ATM fleet, Cash, and Logistics.
10. Coordinate with cross-functional departments to identify issues, monitor actions, and ensure resolutions.
11. Assist in patch deployment scheduling, validate system operation post-deployment, and document defects with severity assessment.
12. Prioritize and address monitoring alerts and system events proactively.
13. Maintain and develop technical support documentation.
14. Communicate effectively verbally and in writing, especially for SOP updates.
15. Operate effectively in a team environment with global team members.

Skills and Experience Required:

• 5+ years of IT experience in production support, with Windows Systems Administration and/or development background. ATM knowledge is a plus.
• Proficiency in PowerShell scripting.
• Experience with SQL for Oracle or SQL Server.
• Knowledge of Microsoft Desktop and Virtual Services.
• Understanding of ITIL support practices.
• ATM knowledge and proficiency with Microsoft Office Suite.

Desired Skills:

• Basic Linux knowledge.
• Experience with CA Server Automation and CA ITCM.
• Knowledge of Azure, Splunk, and ExtraHop.
• Experience in Agile and DevOps environments.

Education:

• Bachelor's degree in Computer Science, Information Systems, or equivalent.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting