Production Support Engineer: Incident Resolution & Automation

Compunnel Inc.; Aliso Viejo (CA); On-site; USD 70,000 - 90,000; Full time

Job summary

Compunnel, Inc. is seeking a dedicated professional to support customer systems and applications by diagnosing and resolving issues under minimal guidance. The role requires effective communication and the ability to mentor junior staff.

The ideal candidate will have a strong problem-solving approach and experience working in technical environments. Responsibilities include managing incidents, ensuring systems availability, and providing necessary training.

Qualifications

• Identify, triage and resolve issues reported by customer.
• Log, monitor and report issues as defined by SLAs.
• Proactively ask for help and offer help.

Responsibilities

• Understand application/feature/component from business users to resolve issues.
• Monitor, triage and resolve all issues for systems/applications/tools in production.
• Mentor Trainee Associate and Associate I to be more effective.

Skills

Problem solving approach

Good written and verbal communication abilities

Team Player

Tools

Appropriate software programs/modules/tools

Integrated development environment (IDE)

Job description

plaintext
JOB SUMMARY
Support customer systems/applications/infrastructure by monitoring, triaging and resolving the system issues under very minimal guidance.

Key Responsibilities
• Understand the application/feature/component and issues related to the same from Business users; work to resolve the issues
• Monitor, triage and resolve all issues pertaining to systems/applications/infrastructure tools in production
• Identify, diagnose, and resolve L-2 issues for end users over the phone, chats and/or via email
• Resolve production issues, with proper approach and follow standards and security guidelines with very minimal support
• Effectively interact with other stakeholders through all channels; articulating their inputs
• Optimise efficiency, cost and quality by identifying opportunities for automation/process improvements
• Mentor Trainee Associate and Associate I - Production Support to become more effective in their roles
• Ensures that requests for support are properly logged and resolved per the Service Level Agreements, according to agreed standards and procedures
• Learn business domain and system domain; individually and as recommended by the project/account
• Attain technical knowledge for troubleshooting/resolving any reported production issues
• Set FAST goals and seek feedback for FAST goals

Performance Areas:
Issue Resolution: Identify, analyse and resolves the incidents/tickets within the optimal MTTR (Mean Time To Resolve)
Training: Attends one on one need-based domain/project/technical trainings as needed. Provides need-based trainings to juniors on the team.
Escalation: Escalate problems to appropriate individuals/support team based on established guidelines and procedures. Where applicable, monitor progress of requests for support and ensures users and other interested parties are kept informed.
Document: Create documentation for one's own work.
Mentoring: Mentor juniors on the team. Set FAST goals and provide feedback of FAST goals to mentees.
Status Reporting: Report status of tasks assigned. Comply with project related reporting standards/process.
Manage knowledge: Absorb and contribute to project related documents, share point, libraries, client universities.
Release: Adhere to release management process.

Required Qualifications
• Identify, triage and resolve issues reported by customer
• Log, monitor and report issues as defined by SLAs
• Problem solving approach
• Team Player Good written and verbal communication abilities
• Proactively ask for help and offer help

Knowledge Examples:
• Appropriate software programs/modules/ tools
• Operating Systems and software platforms
• Integrated development environment (IDE)
• Software life cycle methodology E.g. Agile methods
• Knowledge base of customer domain and sub domain where problem is solved
• Proactively ensure the highest levels of systems availability