Support Engineer

Essential Responsibilities

• Maintain essential IT operations, including Unix/Linux operating systems, Messaging middleware (MQ), Databases, Application and Web servers.
• Manage, facilitate and own product support requests through consistent, positive and proactive IT methodologies using ticketing system
• Troubleshoot, research, analyze and work with appropriate resources to solve problems
• Identify and escalate situations requiring urgent or additional attention
• Judgment must be used in prioritizing client requests and managing escalation workflow.
• Complete work on assigned projects to supervisor's satisfaction on time.
• Be on the rotation schedule for after-hours emergency support
• Assist in testing during the rollout of new features product upgrades
• Create product how-to documents, tutorials using tools such Wiki and Collaborate
• Document any feature enhancement requests or ideas that will increase the productivity of the product offering for the chapter
• Solve complex customer issues using methodical troubleshooting.
• Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience
• Support client customizations, sharing implementation and best practices advice
• Able to Troubleshoot and debug SQL/PLSQL code and shell scripts as well.
• Create scripts to identify, analyze and correct platform issues
• Own, build, administrate and maintain cloud development, production and business infrastructure and services
• Use automation tools and scripting to automate process of building and maintain infrastructure and services.
• Able to operate effectively, even when things are not clear, or the way forward is not obvious
• Create and keep up to date monitoring, alerting, and reporting for infrastructure and services.
• Adept at learning quickly, applying insights from past efforts to new situations.
• Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours.
• Collaborate with team members in a virtual team environment to extend field experience to different client situations.
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.
• Other job related duties and responsibilities may be assigned from time to time.

Basic Qualifications

Database

· 5+ years’ experience as Oracle DBA with Oracle RDBMS 11g/12c.

• Direct support of application end-users in a corporate environment.
• Experience on Dataguard, Datapump, RMAN, database migration
• Advisors and Performance Tuning. Solid technical understanding and experience for analysis and support (e.g. SQL, PL/SQL).
• Knowledge of Oracle maintenance/patching mechanics.

· 5+ as MS SQLServer DBA (version 2014 minimum required)

Middleware

· 3+ years’ of experience on multiple platforms, web servers and application servers (IIS, APACHE, J2EE, WEBLOGIC, WEBSPHERE WASND)

· 3+ years’ Experience administering SSO products (AD, SiteMinder, etc.).

· Installing, configuring, troubleshooting WebSphere.

· 3+ years’ MQ server/client (minimum version 8) setup, configure and troubleshooting.

· WebSphere MQ, WebLogic Application Server, Tomcat

· Intermediate knowledge of concepts in multi-tier application architecture, middleware integration, and troubleshooting

System Administration & Support

· 3+ years‘ with Linux/Unix platforms (preferably RHEL/CentOS) in a virtualized environment is required.

· Demonstrated scripting skills through Python, Shell or others.

· Skilled in the configuration, maintenance of Linux systems

· Knowledge Experience with issue/problem tracking systems (e.g., ServiceNow)