Production Support Engineer II

Production Support Engineer II

The Production Support Engineer II is responsible for providing day-to-day support for business-critical systems, ensuring operational stability, and quickly resolving incidents. Work includes but is not limited to deploying code changes to production, applying the latest patches to off-the-shelf applications and middleware components, enabling automation for routine administrative or reporting tasks, and enabling additional application monitoring.

Essential Duties And Responsibilities: Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Identify, troubleshoot, and resolve lower to medium-priority technical issues with guidance from senior engineers, ensuring minimal disruption to business operations.
2. Support day-to-day monitoring of system performance and use monitoring tools (e.g., Splunk, Dynatrace, CloudWatch) to detect anomalies and take corrective actions.
3. Collaborate with cross-functional teams to resolve technical incidents and escalate higher-complexity issues to senior engineers as needed.
4. Assist in automating routine production support tasks by developing or modifying scripts and tools.
5. Maintain documentation for production issues, troubleshooting steps, and system configurations, contributing to the shared knowledge base.
6. Participate in incident, problem, and change management processes, following ITIL best practices.
7. Perform root cause analysis for recurring issues and assist senior engineers in implementing permanent fixes to improve system stability.
8. Support the implementation of process improvements to enhance system performance and minimize downtime.
9. Assist with mentoring and supporting junior-level engineers, providing guidance as needed.

Qualifications Required Qualifications: The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field.
• Four to eight years of experience in production support, systems engineering, database engineering or related technical roles.
• Experience with IT Service Management (ITSM) tools such as ServiceNow with solid understanding of incident, problem, and change management processes.
• Proficiency in using monitoring tools like Splunk, Dynatrace, or CloudWatch to detect and resolve system performance issues.
• Strong analytical and problem-solving skills, with the ability to assist in root cause analysis and incident resolution.
• Ability to work independently on lower-to-medium priority incidents and escalate complex issues when necessary.

Preferred Qualifications:

• Minimum of 4 years of experience as an application system administrator, software engineer, and/or application developer.
• Experience with Oracle Financial Services Analytical Applications (OFSAA) as a system administrator or developer. Prefer individuals that also have experience with either Oracle Hyperion Financial Management or Oracle Data Relationship Management (DRM).
• Demonstrated experience maintaining applications in Linux or AIX and Windows.
• Proven ability to automate tasks via UNIX shell scripting or PowerShell.
• Some exposure to ETL tools like Informatica Power Center.
• Experience with enterprise scheduling software like CA ESP Workload Automation.
• Familiarity with cloud technologies, such as AWS, Azure, or GCP.
• Experience using web servers, application containers, caching technologies.
• Solid knowledge of relational database design and development (SQL, stored procedures, data modeling).
• Experience with build tools, such as Git, Maven, and Jenkins. Proven ability to write comprehensive unit and integration tests.
• Familiarity with supporting Agile team/processes.
• Experience in automation tools and scripting for production support tasks.
• Banking or financial services experience.

Other Job Requirements / Working Conditions:

Sitting Constantly (More than 50% of the time) Standing Frequently (25% - 50% of the time) Walking Frequently (25% - 50% of the time) Visual / Audio / Speaking Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone. Manual Dexterity / Keyboarding Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers. Availability Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need. Travel Minimal and up to 10%