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Support Engineer

Eingestellt von Computer Professional Staffing

Gesuchte Skills: Support, Engineer

Projektbeschreibung

6 months, possible extension

Skills: Min 3+ years exp in the following:
ORSYP $Universe
JCL
Cobol
IBM Utilities
VSAM Files
Dell's Batch Manager Processing Environment
Linux
SQL
Excellent listening, comprehension, communication & organizational skills

Engineer will be required to install application software releases/updates into production for all assigned applications, working closely with Development, Change management, System Administration, Database Administration, and Product Support in the process. The engineer will also be required to monitor the production environments for all assigned applications, and if necessary work as part of a cross functional team to resolve any system abends and/or operational issues, following established escalation procedures as required. The engineer will also support and improve on existing monitoring and alarming capabilities of all assigned applications. In addition, the engineer will be required to provide 2nd level support for all operations specific inquiries, tickets and/or service requests, related to any assigned application.

Principal Duties and Responsibilities: SE Operations
Install new software releases/updates into production for all assigned applications, by working closely with Development, Change management, SYSAdmin, DBAs, and Production support.
Conduct reviews of application release notes to identify potential problems prior to release of software in the production environment.
Monitor the production environments for all assigned applications, work to resolve system abends, and following established escalation procedures as required.
TSG Ticket Resolution - 2nd level support.
Develop, repair and enhance operation's scripts.
Develop and implement software tools, documentation and procedures to accurately monitor production applications on a daily basis with early warning indicators.
Assist in the gathering of metrics to track and the reporting of performance trends for all assigned applications
Provide technical expertise and system knowledge to Production Support personnel efforts, as it relates to customers, problems, issues and concerns.
Assist in reviewing and refining user requirements for systems development and maintenance projects.
Provide input and feedback to Product Development in the form of TSG tickets to resolve customer problems, application issues, and concerns that require production program changes.
Participate in the bi-annual Disaster Recovery tests.
Participate in the annual SAS/70 Audit test, as necessary.
Share knowledge and best practices with other company personnel.
Participate on a rotation pager schedule that provides system support on a 24 X 7 basis, 365 days/year.
Install and upgrade company application software.

Principal Duties and Responsibilities: SE Operations (DCH)
Control production by monitoring system processes, working to resolve system issues and following established escalation procedures as required.
Provide the technical expertise and system knowledge to support operations efforts as it relates to customers, problems, issues and concerns.
Generate external requested reports, files, and documentation to support problem resolution, billing issues, and new revenue generation.
Generate internal reports and documents to support future business opportunity as well as analysing and giving problem resolution to the following departments (Product Management, Client Relations, and Sales).
Provide input and feedback to Product Development in the form of TSG tickets to resolve customer problems, issues, and concerns that require production program changes.
Identify areas of improvement and potentially develop software tools, documentation and procedures to accurately monitor production applications on a daily basis with early warning indicators.
Execute the annual Disaster Recovery test.
Execute the annual required audits (eg ISO, SAS,)
Share knowledge and best practices with other company personnel
Collaborate with other teams to create quicker issue resolution to achieve high customer satisfaction
Communicate with customers while investigating or providing problem resolution.
Answer escalation questions for internal colleagues where appropriate
Potential off-hours escalations that may require being available on nights and/or weekends.
Perform other appropriate duties as requested.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Computer Professional Staffing