Production Support Engineer

Production Support Analyst / Application Support Specialist

Direct Hire

Atlanta, GA - hybrid onsite/remote

Job Summary:

We are seeking a dedicated and detail-oriented Production Support Analyst/Application Support Specialist to join our team. In this role, you will be responsible for ensuring the stability, availability, and performance of critical software applications or systems in a production environment. You will work closely with cross-functional teams to resolve issues, troubleshoot problems, and implement improvements to enhance system reliability.

Overall, a Production Support Analyst plays a critical role in ensuring the smooth operation of the application and production systems, resolving issues as quickly as possible, and improving overall efficiency and performance.

Responsibilities:

· Incident Resolution: Respond to and resolve production issues, incidents, and service requests in a timely manner to minimize downtime and impact on business operations.

· Monitoring and Alerting: Monitor system health and performance using monitoring tools and proactively address issues before they escalate.

· Troubleshooting: Investigate and diagnose complex technical problems, identify root causes, and implement solutions to prevent recurrence.

· Change Management: Coordinate and implement changes to production systems, following established change management processes and best practices.

· Documentation: Maintain accurate documentation of system configurations, procedures, and troubleshooting steps.

· Communication: Provide clear and timely communication to stakeholders, including management and end-users, regarding incident status and resolutions.

· Collaboration: Collaborate with cross-functional teams, including developers, QA, and infrastructure teams, to address production issues and improve system performance.

· Performance Optimization: Identify opportunities for performance optimization and work on tuning and enhancing system performance.

· Scripting and Automation: Develop and maintain scripts or automation tools to streamline support tasks and processes.

· 24/7 Support: Participate in an on-call rotation to provide 24/7 support coverage for critical systems.

· Mentoring: Mentor and provide guidance to junior support staff.

Qualifications:

· Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

· Proven experience in a Production Support or Application Support role, preferably in a fast-paced and dynamic environment.

· Strong knowledge of the software development life cycle (SDLC) and ITIL processes.

· Proficiency in scripting languages (e.g., Shell, Python, Perl) for automation tasks.

· Experience with monitoring and alerting tools (e.g., Nagios, Zabbix, Splunk).

· Excellent problem-solving and analytical skills.

· Strong communication and interpersonal skills.

· Ability to work independently and collaboratively as part of a team.

· IT certifications (e.g., ITIL, CompTIA A+, etc.) are a plus.

· Familiarity with specific technologies or applications relevant to the organization (e.g., specific databases, ERP systems, CRM systems, etc.).

Preferred Skills:

· Experience with cloud computing platforms (e.g., AWS, Azure, GCP)

· Familiarity with DevOps practices and tools

· Understanding of network and server infrastructure.