Description

Provide Level 3 production support for the NGPOS application and its infrastructure, owning tickets from initial 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, root cause analysis, and post-incident reviews.
• Create and maintain operational procedures, troubleshooting guides, scripts, and support documentation.
• Test application and infrastructure changes, execute break/fix changes, and support pilot implementations and store go-lives.

Required Skills

• 5+ years of experience in application support, production operations, or site reliability engineering.
• Proficiency in Java, Python, Shell, and PowerShell for scripting and automation.
• Experience with MongoDB, Splunk, and Grafana for monitoring and data analysis.
• Familiarity with ServiceNow for ticket management and ITIL processes.
• Strong troubleshooting instincts with the ability to investigate unfamiliar technical problems.
• Experience working in Agile environments using Scrum practices.
• Excellent written and verbal communication skills to translate technical issues for business users.

Preferred Skills

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
• Experience with software engineering or coding contributions to application changes.

Key Skills

Education

Bachelor's degree