Production Support Engineer

Location: Tulsa, OK or Remote

Description

Recognized as an application development and engineering authority, the Process and Automation Engineer has both tactical and strategic roles. Tactically, they will monitor and intervene when application issues arise post-release for developed applications with a consistently high degree of impact. Strategically, they will observe and deliver on insightful recommendations into tools, automation, application integrations, application process flow, as well as environmental and application architecture to deliver increased application reliability, efficiency, and uptime while mitigating customer impact.  

This role reports into the Application Operations team and has direct contact 
This resource will have extensive practical experience gained from a lengthy background in software development and CI/CD pipelines. In addition to development experience, the ideal candidate will also have a formidable understanding of IT infrastructure and back-office systems including (or comparable to) AWS, Microsoft AD architecture, various types of databases, modern operating systems such as Linux & Windows Server, and be well-versed in several programing languages such as Java, .Net, JSON, HTML etc., but should have experience with Java as a daily driver coding language.

They will work closely with software developers, business analysts, vendors, business units, and cross-discipline IT teams while demonstrating advanced insights into the interoperability between applications and the infrastructure, application platforms, and tiered deployment environments that they depend upon. Predictive, advanced situational awareness of conflicts or issues with application environments, active and forecasted risks, and upcoming changes is paramount for the role. 

Job responsibilities:

• Own and maintain application monitoring platforms and practices

• Increase efficiency within application-focused processes and integrations

• Identify and develop tools, reporting outlets, and application integrations that can be made use of by internal bank employees to improve business processes

• Own and maintain log shipping for applications and their servers/environments

• Provide and/or lead minor enhancements or bug fixes to production code

• Provide and/or lead maintenance releases with progressive testing through deployment environments

• Participate in code review for applications while in development

• Testing – unit, system, integration, E2E, and regression for code changes they implement

• Configuration Management

• Participation in Release Management

• Software version control

• Package control (parameterization)

• Writing reports and proposals

• Planning for long-range remediation projects

• Giving presentations to leadership

• Vendor Management

• Working with vendors and providers of services to ensure accountability and quality of deliverables

• Service level mgmt.

• Application Operations process development and implementation 

• Root Cause Analysis

• Participating in all Production Support meetings

• Daily use of tools common to software development workspace (Jenkins, GitHub, Maven, Ansible, etc.)

• Assess application, web, and supporting infrastructure logs and recommend or make changes consistent with diagnostics

Experience

• 12 + years of experience with application development, DevOps, production application maintenance, and/or SRE experience in a corporate environment with demonstrated progressive advancement.

Education/Certifications

• Bachelor’s degree (or very extensive related experience) in Software Engineering, Computer Science, Engineering, Business Administration, Mathematics, or a master’s degree in any of the above. 

• A usefully practical combination of certifications (or demonstrable experience) preferred, such as: CSE, MTA Software Development, AWS Certified DevOps/Developer, Docker Certified Associate, Certified Kubernetes Administrator, Oracle OCM, ICCP CSE, CLP/CCP 

• Project-focused:  LEAN, ASM, PMI ACP, or some other globally accepted project-focused professional certification

Operational Skills

• ITIL (ITSM, Change and Problem Mgmt.), Microsoft O365, VPN, and video conferencing etiquette. 

Behavioral Skills

Interpersonal

• In addition to technical background and skill, the ideal candidate will be a customer service-focused team player with a highly collaborative approach rooted in a desire for mutual personal and professional respect for others.

• Professionalism in all communications, both verbal and written, are requirements for successfully performing this role. 

Drives Cadence 

• The successful candidate will drive the support cadence with an innate sense of urgency properly calibrated with the appropriate customer focus for each issue 

Critical Thinking 

• The successful candidate will use a mixture of experience and information consistent with the years spent performing a critical application support role in a diverse technical environment. This means the candidate quickly assess critical gaps and spends little time identifying the most useful strategic or tactical path using technical and contextual information, and pragmatic questions while collaborating or solving issues.

Communication

• The successful candidate has excellent verbal, non-verbal, and written communication skills in English and leverages their acumen to determine the ideal tact needed for varying audiences to include vendors, peers, and leadership.  

• In addition, they will seek to understand multi-cultural communication nuances to foster trust and respect between themselves and our inclusive and diverse workforce and external partners.  

Leadership

• The ideal candidate develops professional relationships of good rapport, and should have a drive to motivate up, down and across their organizational structure to capitalize on opportunities to empower and enable others within their circle of influence. This includes being inclusive in solution development, providing technical oversight while allowing others (where appropriate) to expand and use new skills and competencies.  

• Lastly, leading by example is an expectation, both behaviorally and technically, in their every-day activities.  

• This candidate should not only be able to act tactically to solve or for demonstration, but also contribute through others often as they develop trust and cohesion with their team.