• Application Support Engineer

    Posted Date 2 weeks ago(4/4/2018 1:19 PM)
    Job ID
    2018-1294
    # of Openings
    1
    Category
    Information Technology
  • Overview

    Founded in 2006, and headquarted in Alpharetta, GA, Bridge2 Solutions is a leading marketing solutions platform transforming the loyalty space by creating innovative marketing and fulfillment solutions for some of the largest Fortune 500 companies. We have proudly integrated and launched more partners and end-user web-based redemption platforms than any other company in the loyalty industry. No one understands better than we do how to make a loyalty program work to your highest advantage. We drive card usage and create stronger customer relationships. With full access and utility of consumer loyalty programs we will continue to innovate and offer new ways for our partners to reach their customers and deliver value.

    Responsibilities

    Primary Responsibilities:

     

    • Develops operational procedures and provides guidance and leadership alongside Production Support Engineers in adopting standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close)
    • Assists in representing Production Support to the organization ensuring that high-availability and the ability to identify customer-facing issues is included in the development or deployment of new products and services
    • Works with Architecture, Development and Systems Engineering teams to develop innovative solutions to attain high availability, scalability, and reliability
    • Logs incidents within the Incident Tracking System [Service Desk], clearly documenting symptoms needed for others to investigate the incidentLogs searching using Log Stash, impact management, root cause analysis, and reports findings to Management and customers
    • Ensures timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management
    • Acts as incident owner, escalates to other support groups and follows the status of the incident until it has been confirmed to be resolved
    • Works closely with technical support, engineers, customers, and other groups as needed to narrow investigative efforts and resolve incidents
    • Maintains critical documentation assets, such as customer contact lists, escalation procedures, scheduled job inventories, and operational cookbooks
    • Pre-releases load, stress, & failure testing in our pre-production environment
    • Backs office developer and pm tools implementation, integration, and support
    • Assists in the automation of customer ops tasks and ensures their requirements with outward facing customers are completed in a timely fashion (order  reconciliation)
    • Implements after hours call facilitation, coordination and communications during critical outage situations
    • Setup and Develop monitoring for both technical and functional calls, infrastructure level and container level monitoring.
    • Co-ordinate and execute production releases.
    • Understanding of SSL certs, Key Stores.

    Qualifications

    Required Experience:

     

    • A Bachelor's degree (or in the process of obtaining a degree) in Computer Science, Information Technology or equivalent
    • 5+ years of application support and production support experience
    • Demonstrated ability to understand JAVA output via logs or indexed in LogStash
    • Experience with common development tools and practices, including PHP/Java based environments
    • Queuing and messaging tools familiarity
    • Experience with SQL Server and Mongo
    • Excellent leadership, organizational, communication, customer service, problem solving and interpersonal skills
    • Solid understanding of all applications, equipment and software currently being used throughout the company
    • Ability to effectively identify, triage and drive resolution of incidents, assist in change management and deployment support
    • Awareness of customer issues and ability to resolve problems in a timely manner
    • Ability to learn new IT technologies and disciplines
    • Scripting language like python.

    Preferred Experience: 

    • Strong hands-on technical experience (previous experience as a Linux/Unix, Network, and Storage system administrator is a plus
    • NOC or production support. Experience with monitoring tools. Experience with JIRA or other Service Desk tools
    • Knowledge of multiple OS (Linux, Windows)
    • Strong Monitoring Foundation. Knowledge of SQL, SQL Server, Java, shells, event and impact management (monitoring tools such as Zenoss, GOMEZ, Xymon, Nagios, Keynote, Spotlight, HP Openview, BMC Sentry Software)
    • Knowledge of web application architectures (Apache/Tomcat)
    • Ability to establish priorities, work independently, and proceed with objectives without supervision
    • Ability to handle and resolve recurring problems
    • Experience with production application and back office application deployments
    • ITIL Foundation Certification V3 preferred, but not required

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