Match score not available

Production Support Specialist

Remote:

Full Remote

Experience:

Senior (5-10 years)

Work from:

Illinois (USA), United States

Offer summary

Qualifications:

Bachelor’s Degree in Computer Science or related field., 6+ years of experience in production support., Hands-on experience with monitoring tools., Expertise in managing APIs and microservices..

Key responsabilities:

Monitor and manage production systems stability.
Lead SWAT calls during critical incidents.

Axelon Services Corporation Human Resources, Staffing & Recruiting SME https://www.axelon.com/

501 - 1000 Employees

See all jobs

Job description

Job Title: Production Support Specialist
100% Remote

Position Overview:
The Production Support Specialist plays a critical role in ensuring the stability and availability of mission-critical production systems.
This position is responsible for ongoing monitoring, identifying and responding to incidents, and supporting the resolution of issues that impact service delivery.
The specialist will lead SWAT calls during high-priority incidents, manage the incident ticketing process, and collaborate with cross-functional teams to restore service levels as quickly as possible.
The role also includes managing infrastructure upgrades, validating and overseeing SSL certificate management, and ensuring readiness for peak operational periods, such as year-end or other high-traffic times.
In addition, the Production Support Specialist will assist in disaster recovery activities, working with disaster recovery plans, and manage issues related to PHI in accordance with regulatory requirements.
This position also involves providing key stability and availability metrics, ensuring that stakeholders have timely and accurate information on system performance.

Key Responsibilities:
Day-to-Day Operations:
• Monitor and manage the health and stability of production systems on an ongoing basis.
• Lead SWAT Calls (specialized emergency response calls) to address critical incidents and minimize downtime, ensuring the stability of systems and applications. Incident Management:
• Initiate and drive TOC Calls (technical operations calls) when outages occur, prioritizing critical incidents (Priority 1, 2 & 3) to ensure prompt resolution and minimal service disruption.
• Oversee and manage the ticket workflow for incidents, especially Priority 4 & 5, ensuring proper tracking, follow-up, and resolution within established SLAs. Infrastructure Support:
• Provide critical support and validation during Infrastructure Upgrades and Maintenance to ensure seamless transitions and minimal disruption to services.
• Manage SSL Certificate Management, ensuring timely renewal and proper configuration to maintain secure communications.
Operational Readiness:
• Ensure the Operational Readiness of systems and processes, particularly during peak periods (e.g., 1/1 or other high-traffic times), to ensure that infrastructure supports increased loads and system reliability.
Stakeholder Coordination:
• Act as the liaison between Helpdesk, Development, Business, and Account Management teams to ensure effective communication and resolution of production issues.
• Facilitate the coordination of cross-functional teams to resolve incidents and implement improvements.
Disaster Recovery:
• Assist in the creation and maintenance of Application Recovery Guides (ARGs) and conduct disaster recovery (DR) activities to ensure business continuity in case of major system failures.
PHI Issue Management:
• Validate and manage PHI (Protected Health Information) issues, ensuring that all incidents involving sensitive data are handled according to compliance standards and regulations.
Metrics and Reporting: • Provide key Stability and Availability Metrics, helping to track and report system uptime, performance, and overall reliability to stakeholders.

Key Qualifications:
• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field.
• 6+ years of experience in production support, including on-prem and cloud-based systems management.
• Hands-on experience with key production support tools and technologies such as Wily, Tivoli, Client BSM, Splunk, and Datadog for application and system monitoring.
• Expertise in managing MQ, DataPower, Apigee, and Microservices for API management, message queuing, and microservices architectures.
• Proficiency in security protocols, including OAuth, SSL, and HTTP, to ensure secure and efficient communication within production environments.
• Experience with containerization technologies, specifically Docker, and Redis for performance optimization and caching.