Production support engineer job description

Senior role that provides front-line support to end users responding to issues related to Incidents and Problem Management Governance for multiple applications, with the primary focus on triage leadership of all business impacting incidents. Responsibilities include understanding and ensuring compliance with the Incident Management and Problem Management policies and procedures. This role is the key focal point for the customer/client/associate experience and owns restoring complex/major production incidents under tight Service Level Agreements and pursue root cause and problem resolution follow-up.

* Production Services is responsible for running the day-to-day support of the DCRS technology platform, as well as process and system stability improvements.

* Work activities specific to Production Services roles include Problem/Incident Management, Operational Readiness, Capacity/Availability Management, Application Monitoring, Production Governance, and Triage activities.

* The Production Services Specialist identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams.

* The Production Services Specialist is expected to exercise judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. May provide coaching and mentoring for other employees but does not directly manage others.

* Serves as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests. Provides the client areas with technology products and service alternatives that improve the production services environment. Employees in this job code manage a function but do not manage people
Required Skills
* 3 - 4 years of experience.
* Experience with Enterprise Incident and Problem Management processes.
* Strong Technical Troubleshooting skills.
* Strong Unix/Linux operating system skills, ability navigate and troubleshoot processes running on Linux based host.
* Strong Windows Server operating system skills, ability navigate and troubleshoot processes running on Windows based host.
* Experience supporting App server hosted applications (Tomcat, WebSphere, JBoss)
* Experience supporting applications using Oracle and/or SQL Server databases. - Experience supporting J2EE applications.
* Strong communicator capable of effectively communicating, verbally, via emails and instant messaging, to both technical and business teams.
Desired Skills
* Content Management Product support experienced desired: Documentum, FileNet P8, Capture solutions.
* Experience with basic automation and scripting tools and languages. BladeLogic, Ansible, Shell Scripting, PowerShell.
Shift:
1st shift (United States of America)
Hours Per Week:
40

Thank you for taking a look at this career opportunity! This is a direct employment position. If you feel you are a fit, please apply by uploading your CV in English. Thank you!

From the very beginning, SugarCRM had a unique vision: to offer a different kind of Customer Relationship Management (CRM). We pioneered the first commercial open-source CRM platform, and now, more than two decades later, are on a mission to provide products and services that make the hard things easier for sales, marketing and customer service teams. In fact, we help mid-market businesses around the globe reach new levels of performance and predictability by letting our award-winning CRM platform do the work.

Our diverse group of worldwide employees are united and driven by a shared passion for our mission, culture, and values. We treat our employees like humans not line items and are building a culture where your work at Sugar helps fuel personal, professional and business growth - check out our recent ‘Great Place to Work' certification that we are so proud of. Work/life fit and flexibility for our team matters and together we pride ourselves on solving for our customers, always. What's more, we empower everyone to do their best work from home, the office, on the road, or anywhere in between.

If you're ready to grow your career and help organizations grow better and faster, you've come to the right place. Find out more about our SugarCRM careers and how you can become a part of our journey.

Impact you'll make in the role Manage applications in a Linux-based environment Build repeatable infrastructures with AnsibleWork closely with product development teams to roll out platform changes Triage tickets raised by our support organization and implement fixes Support our private and public cloud environments and customers Participate in an on-call rotation

What you'll need to succeed BA/BS in Computer Science with Network Engineering or Information Systems emphasis, or equivalent work experience2+ years experience in an Operations or Systems Administration role Superior Unix administration skills Knowledge of common Internet ProtocolsExperience with virtualization and cloud technologies Hardware management, network switch and router administration experience Experience with Apache, MySQL, and PHP in a production environment at scale Strong knowledge of version control systems and hands-on experience with GitExperience with writing code around infrastructure automation Strong affinity and experience in working with continuous deployment and continuous integration environments Programming experience in PHP, Ruby, Python, and ShellExperience with IT automation technologies like Puppet, Salt, Chef, or Ansible

Nice to haves Experience in an on-call rotation Experience with container orchestration technologies including Kubernetes, Rancher, Docker, etc Experience with ElasticSearch or Apache SolrAn understanding around micro-service architectures and the complexities around their deployments Experience with data aggregation, alerting, and reporting and supporting technologies such as Sensu and GraphiteCurrent contributor to open source projects (a Github account you can link us to would be excellent)

We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we're looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team.
Benefits and Perks:
Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks:
- Private medical and vision benefit coverage
- Health &Wellness Reimbursement Program
- Educational Resources - Career & Personal Development Program
- Attractive salary package
- Flexible work hours
- Meal tickets
-Football Team
-We are a merit-based company with many opportunities to learn, excel and grow your career!

Remote option is available for employees located in the following states; AZ, CO, CT, FL, GA, IA, IL, IN, LA, MA, MD, MI, MN, MS, MT, NC, NJ, NV, NY, OH, OR, PA, SC, TX, TN, WA, WV, and Washington D.C. (States subject to change at any time)

On the Technology side, we've built an entire sports betting and iGaming platform from the ground up in less than 3 years. Through continuous improvement and data-informed product development, we are adding features so that our customers have the best product experience in the market. Our Product Technology team is comprised of the brightest minds in Tech, and our culture of autonomy and decisiveness gives the team the freedom to deliver without constantly seeking permission to take action. We chart our own path and innovate as we create the next generation of products. We're looking for like-minded superstars that want to work with the best of the best and join the biggest name in sports betting and iGaming as we take over the U.S. market!

Product Support Engineers are responsible for the production environments ensuring availability, systems security, performance, troubleshooting and resolving errors. They resolve complex issues that involve being resourceful, employing creative problem-solving, and the ability to identify the root cause of problems, logging details and providing support for product development. They will be expected to improve products and processes through collaboration, provide infrastructure recommendations and produce automation where possible.
What You Will Do...



Support and troubleshoot scalability, high availability, and performance of different environments Participate in incident and change management on all devices and operating systems Evaluate new tools, technologies, and processes to improve speed, efficiency, and scalability Assist in resolving issues, major incidents and performing root cause analysis Assist application developers on improving product Perform maintenance as required Participate in on-call schedule



What You Will Need...



Bachelor's degree or equivalent work experience 4+ years of work experience in an IT environment 2+ years of Linux Systems Engineering/Architecture experience Experience with Linux system hardening and secure systems configuration Understanding of configuration management tools like Salt/Chef/Ansible, etc. Understanding of CI/CD tools like Jenkins, Circle CI, Travis, etc. Understanding of infrastructure as code using tool such as Terraform Understanding of relational and NoSQL databases such as MySQL, Redis and Cassandra Understanding of programming languages such as PHP, Java, Clojure, NodeJS Understanding of public cloud solutions such as AWS or Azure Understanding of security concepts such as Firewalls, IPS, IDS, VPN, and MFA Ability to thrive as a member of a geographically distributed team Extensive experience and knowledge in solving problems that are complex in scope, requiring in-depth evaluation as well as the ability to identify problems in advance and propose solutions Require limited supervision and direction; drive results, and set priorities appropriately & independently Excellent communication, presentation, writing and editorial abilities Excellent organizational and time management skills Ability to work on a 24 hour on-call schedule 2 days a week (may include weekends)



Essential Functions/Exposures:



Self-motivated and Driven, especially if working remotely Must be able to type for extended periods of time Regular attendance to meetings via Zoom Participation in an on call schedule


Production Support Engineer