Production Support Engineer
Cedar Document Technologies - Atlanta, GA

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Introduction Managed services provider seeks a Production Support Engineer as part of its Service Operations team The position is responsible for the daytoday production management of proprietary workflow and data transformation software used to produce and control highvolume electronic document creation archive delivery and related online services In addition this position is responsible for developingimproving tools and processes to further enhance CEDAR’s ability to deliver timely and correct services Candidate should have experience with highvolume batch data processing ETL application monitoring job scheduling workflow management and complex problem analysis Candidate must have demonstrated experience resolving issues based on application logs database analysis and file analysis Performs root cause analysis for support teams as appropriate Provides issue details supporting documentation and technical resources to customer service technical supportdevelopment personnel and management as needed Develop enhance and utilize application support toolsprocesses to monitor a range of services for SLA compliance service usage and other operational activities Must have experience with commercial services running on Linux and Unix (Solaris) Operating Systems We are seeking experienced individuals capable of handling complex 24x7 revenuecritical operations No travel but must be able to work flexible hours as needed General 7+ years experience supporting complex applications on Unixbased systems Strong problem solving abilities organizational skills and attention to detail Strong interpersonal skills in working with technical and client services professionals Strong personal accountability for applications and systems under their operational control Ability to work well with operation teams DBAs software delivery teams and infrastructure teams to deliver mission critical services Solid understanding of production systems change management Ability to work under pressure within aggressive project schedules and during operational issues Desired Skills and Experience Proficiency working in remote UnixLinuxbased (shell) environments Proficiency with Perl and other Unixbased scriptingprogramming languages Proficiency with relational databases and SQL Experience managing and troubleshooting ETL processes Experience managing and troubleshooting Java applications Source code management and promotion using CVS Subversion or similar management systems Experience supporting data driven web applications Bonus Skills Experience with Workflow or Document Composition Management applications Programming experience (C PHP Java etc) MySQLOracle Experience Experience supporting payment processing applications Data warehouse experience Education Bachelors Degree or equivalent experience Responsibilities Monitor production processing outputs and services to ensure that agreed levels of service and other quality metrics are being met Issue resolution andor root cause analysis of operational issues Participation in software release management and system configuration for application changes Provides development support for service change requests as needed Manage update appropriate documentation including checklists wikis overviews etc Work with team to establish and enforce Standard Operating Procedures and continually seek ways to make existing processes more efficient and effective Developenhance tools and processes to better assure the delivery of CEDAR services and provide timely information of activity to interested business units Conduct proactive audits of customers applications to ensure automated service assurance toolsprocesses are accurately reporting service delivery Open defects and product improvement tickets as appropriate Participate in daily issue status meeting or ah hoc issue meetings as needed Work offhours during peak monthend run periods Oncall rotation for offhour support and service assurance coverage Report To Manager of Application Support UNIX, Scripting, ETL
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