Production Support Engineer
- West Chester, PA
IPsoft is a global autonomic services provider, delivering Managed Services, Platform-as-a-Service, Automation-as-a-Service and Autonomic Cloud Orchestration. The company’s mission is to power the world with expert systems. IPsoft leverages advanced autonomics that remediate, on average, more than 56 percent of IT Operations tasks including: event management, incident management, change management, request fulfillment and standard operating procedures. We globally support a wide range of enterprise customers, service providers and telecommunications companies. IPsoft’s autonomic technologies enable clients to realize lowered costs, reduced human errors and enhanced service levels. Headquartered in New York City, IPsoft has operations in 10 countries across North America, Europe and Asia. IPsoft aims to be a true partner helping businesses achieve better outcomes.
Relevant Experience Required
3+ years experience working in high transaction production environments following industry best practices for change, problem and incident management. Experience supporting multiple applications and meeting SLAs for uptime and availability. 3+ years as a full-time application administrator. Troubleshooting cross-platform transactions in a distributed multi-datacenter environment.
Strong knowledge of OBI Administration, Informatica, ETL processing in a Linux environment, Oracle 10G and 11G environments. Experience in writing and troubleshooting ETL jobs, SQL queries. Experience installing and configuring applications.
Experience with Apache, Tomcat, Linux and Unix as applied to web application Administration and tuning is a plus. Experience scripting for application support using Korn, Bash, Perl or similar languages preferred. Experience documenting complex SOA environments, writing Methods and Procedures, standardizing operational practices also preferred. Ability to track transactional data through multiple systems using log files. Ability to troubleshoot transaction failures or performance issues within an application environment and determine root cause (eg. Network, database, SAN, application, connectivity, etc.).
Domain/Functional Skills Required
Order Management, Billing, Ticketing, Data Warehousing, Cable/Telecommunications Industry Experience
Roles & Responsibilities
à Manage and Support End to End System and Data Warehouse Architecture
à Day to Day 24x7 production support for Enterprise Data Warehouse using Linux, Informatica, Teradata, Datastage, Oracle OBIEE 10G and 11G, SQL and UC4 environments.
à Installation, Configuration of Informatica, Datastage and Oracle OBIEE environments.
à Manage software configuration and version control process.
à Develop, create and manage the EDW environment monitoring process.
à Maintain and Update Method and Procedure documentation for support related activities.
à Drives issues through closure engaging all appropriate resources. Leads technical bridges and provides troubleshooting direction. Provides guidance and recommended solutions to complex technical issues.
à Acts as an advocate for Engineering Operations procedures, policies, and processes. Ensures projects are fully integrated into the operations environment including lifecycle problem management from front line CARE through Engineering.
à Creates data and metric systems to track operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas, and provides actionable insight to management.
à Provides input to Engineering and vendors on defects and required enhancements. Attains all relevant industry standard technical certifications.
à Performs complex and routine maintenance tests for designated areas of engineering. Identifies, isolates, and escalates issues to appropriate personnel. Ensures that all maintenance is properly validated to minimize subscriber impact to (ideally) zero.
à Contributes to design considerations for new products or architectural changes to existing products. Assists with or leads efforts to build new application infrastructure, coordinating efforts across teams.
à Analyzes problems in design, configuration, data flow, and data state within a highly complex multi-product provisioning system.
à Serves as lead on multiple projects, often spanning different engineering disciplines within the organization.
à Leads the integration of projects into operations including instrumentation, automation, standardization, and methods/procedures.
à Does not have any direct supervisory responsibilities. May direct workflow and act as a technical lead.
à Other duties and responsibilities as assigned.
à Consistent exercise of independent judgment and discretion in matters of significance.
à Regular, consistent and punctual attendance. Must be able to work nights and weekends if needed, variable schedule(s) as necessary.
Generic Soft/Managerial Skills Needed
à Excellent verbal and written communications skills with the English language.
à Ability to work in a cross team environment.
à Ability to work independently with little supervision while providing clear documented status and progress of work activities and business issues that impact the department.