Production Support Engineer ensuring system stability and reliability for Manulife's critical services. Collaborative role bridging development and infrastructure, providing seamless service for customers.
About the role
- Production Support Engineer supporting Merchant Services Authorization applications at Bank of America. Providing front-line support and managing critical incidents for various applications and infrastructure.
Responsibilities
- Supports critical Merchant Services Authorization applications
- Providing front-line support to end users
- Responding to issues related to incidents and problem management governance
- Leading triage activities on business impacting incidents
- Ensures compliance with incident and problem management policies
- Serves as a focal point for customer experience
- Restoring complex production incidents under tight Service Level Agreements
- Pursuing root cause and problem resolution with respect to Application Infrastructure
- Facilitates deployment of technical solutions by developing templates and automation
- Embraces a culture of innovation and continuous improvement
Requirements
- Strong understanding of AI technology and experience in building AI tools
- 2 years’ experience in the payment technology industry.
- Strong knowledge of Cloud technology in AWS, Azure and Heroku methodologies.
- 2 years working into a production environment with Change management technology experience.
- Working knowledge of Java, Oracle, Linux, SQL/ Splunk.
- Very strong communication and documentation skills.
- Ability to work under high intense pressure, exhibiting technical troubleshooting and effective triage skills.
- 2 years’ experience with monitoring and alerting Dashboards and tools, such as AppDynamics, Splunk, Interscope.
- 2 years’ experience in automating reporting tasks using Shell scripts or python scripts.
Benefits
- Industry-leading benefits
- Access to paid time off
- Resources and support to our employees
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