Production Support Engineer/Staff Production Support Engineer.

Responisbilities:
-Provide Level 2 support for self service web application for external users and Siebel Service system for internal users.

-Troubleshoot and analyze root cause of production problems.

-Report defects to development and QA teams.

-Coordinate with other team members and India team for support
duty rotation to provide 24×7 production support.

-Follow and enforce Service Request (SR) and Change Management
processes.

-Work closely with Service Center to resolve and report on SR’s
and follow through to ensure timely activities update and SR
resolution.

-Follow up on deadlines for Change Requests, approvals and ensure
completeness of Change Plans.

-Create metrics on system reliability, accuracy and SR’s for improvement.

-Create internal SLA’s and SLO’s for production support and report
monthly.

-Create reports and charts on Project Stabilization phases as
projects go-live and enter Production Support - weekly SR/CR trends, etc.

-Proactively survey and gather feedback on bug fixes,enhancements and other issues.

-Conduct production support surveys to gauge internal AND external customer satisfaction.

-Create troubleshooting guide with Development and QA team.

-Ensure all environments are properly monitored and backed up with Operations support, with regular auditing checking of restores (Dev, Test/QA, UAT/Staging, Prod, Demo).

Education Requirements :
-BS in Computer Science or equivalent.

Qualifications
-5+ years experience as an IT or MIS production support engineer.

-Experience with supporting and troubleshooting web applications.

-Experience with Tomcat, Jboss and/or iPlanet.

-Experience with SQLServer and Oracle.

-Experience with Linux and Windows Server.

Contact:
kahanukakela@yahoo.com.