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Support Engineer

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Mexico

Offer summary

Qualifications:

5+ years’ experience as Oracle DBA, 5+ years’ experience as MS SQLServer DBA, 3+ years’ experience with application servers, 3+ years’ experience with Middleware products, 3+ years' system administration support.

Key responsabilities:

Maintain IT operations of Unix/Linux systems
Manage product support requests using ticketing
Troubleshoot and analyze customer issues
Create documentation and how-to guides
Collaborate in virtual team environment

Acute Talent Hrtech: Human Resources + Technology Scaleup https://acute-talent.com/

51 - 200 Employees

See more Acute Talent offers

Job description

Essential Responsibilities

Maintain essential IT operations, including Unix/Linux operating systems, Messaging middleware (MQ), Databases, Application and Web servers.
Manage, facilitate and own product support requests through consistent, positive and proactive IT methodologies using ticketing system
Troubleshoot, research, analyze and work with appropriate resources to solve problems
Identify and escalate situations requiring urgent or additional attention
Judgment must be used in prioritizing client requests and managing escalation workflow.
Complete work on assigned projects to supervisor's satisfaction on time.
Be on the rotation schedule for after-hours emergency support
Assist in testing during the rollout of new features product upgrades
Create product how-to documents, tutorials using tools such Wiki and Collaborate
Document any feature enhancement requests or ideas that will increase the productivity of the product offering for the chapter
Solve complex customer issues using methodical troubleshooting.
Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience
Support client customizations, sharing implementation and best practices advice
Able to Troubleshoot and debug SQL/PLSQL code and shell scripts as well.
Create scripts to identify, analyze and correct platform issues
Own, build, administrate and maintain cloud development, production and business infrastructure and services
Use automation tools and scripting to automate process of building and maintain infrastructure and services.
Able to operate effectively, even when things are not clear, or the way forward is not obvious
Create and keep up to date monitoring, alerting, and reporting for infrastructure and services.
Adept at learning quickly, applying insights from past efforts to new situations.
Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours.
Collaborate with team members in a virtual team environment to extend field experience to different client situations.
Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.
Other job related duties and responsibilities may be assigned from time to time.

Requirements:

Basic Qualifications

Database

5+ years’ experience as Oracle DBA with Oracle RDBMS 11g/12c.
Direct support of application end-users in a corporate environment.
Experience on Dataguard, Datapump, RMAN, database migration
Advisors and Performance Tuning. Solid technical understanding and experience for analysis and support (e.g. SQL, PL/SQL).
Knowledge of Oracle maintenance/patching mechanics.
5+ as MS SQLServer DBA (version 2014 minimum required)

Middleware

3+ years’ of experience on multiple platforms, web servers and application servers (IIS, APACHE, J2EE, WEBLOGIC, WEBSPHERE WASND)
3+ years’ Experience administering SSO products (AD, SiteMinder, etc.).
Installing, configuring, troubleshooting WebSphere.
3+ years’ MQ server/client (minimum version 8) setup, configure and troubleshooting.
WebSphere MQ, WebLogic Application Server, Tomcat
Intermediate knowledge of concepts in multi-tier application architecture, middleware integration, and troubleshooting

System Administration & Support

3+ years‘ with Linux/Unix platforms (preferably RHEL/CentOS) in a virtualized environment is required.
Demonstrated scripting skills through Python, Shell or others.
Skilled in the configuration, maintenance of Linux systems
Knowledge Experience with issue/problem tracking systems (e.g., ServiceNow)