Description

Provide Level 3 production support for the NGPOS application and infrastructure, owning tickets from investigation through resolution.

This role is on-site.

Responsibilities

• Diagnose and resolve application, integration, database, and infrastructure failures within established SLAs.
• Monitor application health, system consoles, logs, and performance indicators to detect interruptions or degradation.
• Participate in major incident response, including technical triage, stakeholder communication, root cause analysis, and post-incident reviews.
• Create and maintain operational procedures, troubleshooting guides, scripts, and support documentation.
• Identify opportunities to automate repetitive support, monitoring, testing, and recovery activities.

Required Skills

• 5+ years of experience in application support, production operations, or site reliability engineering.
• Proficiency in Shell, PowerShell, or Python scripting for automation and troubleshooting.
• Strong understanding of Java application support and development concepts.
• Experience with NoSQL databases, particularly MongoDB, and SQL relational database concepts.
• Hands-on experience with monitoring and observability platforms like Splunk or Grafana.
• Familiarity with IT service-management systems such as ServiceNow, and tools like Jira and Confluence.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent practical experience.

Preferred Skills

• Experience with enterprise Point of Sale or retail technology environments.
• Knowledge of PCI-DSS or payment-card security requirements.

Willingness to work onsite five days per week in Blue Ash, Ohio. Willingness to participate in nights, weekends, and holiday on-call coverage. Ability to travel for pilots, new store go-lives, and platform rollouts. Understanding that PTO or leave may be restricted during peak retail periods and major implementations.

Key Skills

Education

Bachelor's degree