Production Support Engineer
Lead I - Production Support
Who We Are:
Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.
UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.
With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.
Visit us at UST.com.
You Are:
The Production Support Engineer will be responsible for ensuring the smooth operation of the application, Operational Data Warehouse (ODW), and VLM data loads within the organization's IT infrastructure. This position requires a strong background in database management, data integration, and troubleshooting to maintain and optimize data flows. You will work closely with cross-functional teams to ensure efficient data integration processes, identify issues, and ensure quick resolution to minimize disruptions to production environments. You will be a key player in ensuring that all data loads run effectively and efficiently while maintaining system uptime.
The Opportunity:
· Monitor, troubleshoot, and provide ongoing support for the application, ensuring availability and performance.
· Identify, resolve, and track incidents related to the application in production, adhering to Service Level Agreements (SLAs).
· Collaborate with business teams to understand application requirements and ensure meets the evolving needs of the business.
· Support and manage ODW loads, ensuring efficient data extraction, transformation, and loading (ETL) processes.
· Perform regular health checks and optimization on ODW load jobs to ensure timely and accurate data processing.
· Troubleshoot and resolve issues related to data flows from various source systems into the ODW, ensuring data integrity and consistency.
· Provide technical support for the Vendor Lifecycle Management (VLM) data loading processes.
· Ensure smooth data integration and transformation from source systems into VLM by troubleshooting and resolving issues related to data extraction, transformation, and loading.
· Monitor performance and optimize the VLM data loading jobs to maintain system efficiency.
· Oversee and support Informatica PowerCenter for ETL processes, ensuring data flows are executed correctly and efficiently.
· Troubleshoot issues related to data extraction, transformation, and loading, leveraging Informatica tools and SQL queries to resolve complex data issues.
· Ensure data integrity and performance for the ODW and VLM databases, working with SQL, Oracle, and Teradata to troubleshoot, optimize, and manage database operations.
· Perform database maintenance tasks, including query optimization, indexing, and partitioning for performance tuning.
· Support database backups, recovery procedures, and ensure high availability for all database environments.
· Collaborate with cross-functional teams, including developers, business analysts, and database administrators, to resolve production issues promptly.
· Support post-production validation and perform root cause analysis for issues in data loads or application performance, ensuring that corrective actions are taken.
· Monitor the performance of ODW and VLM loads to identify bottlenecks and optimize the ETL process.
· Tune performance in Informatica, SQL queries, and databases to ensure high performance and minimize downtime.
· Maintain detailed documentation of support procedures, known issues, and resolutions for the application, ODW, and VLM systems.
· Provide regular status updates and reports to stakeholders on the performance and health of data loads, incidents, and resolutions.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What You Need:
· Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field.
· 4+ years of experience in production support, including on-prem and cloud-based systems management.
· Hands-on experience with key production support tools and technologies such as Informatica PowerCenter, SQL, Oracle, Teradata, and .NET for managing ETL processes, data loads, and database operations.
· Expertise in managing data integration tools like Informatica, focusing on performance tuning, troubleshooting, and optimization of ETL processes.
· Proficiency in database technologies such as SQL, Oracle, and Teradata, including query optimization, indexing, and partitioning for improved database performance.
· Experience with troubleshooting and root cause analysis for complex data issues in ETL processes, ensuring data consistency, integrity, and accuracy.
· Solid understanding of database structures and data flows within Operational Data Warehouses (ODW), with experience supporting ETL loads from source systems into target systems.
· Experience with monitoring tools such as Splunk, Datadog, or custom monitoring dashboards for tracking and optimizing the performance of data loads and backend systems.
· Knowledge of Incident Management using tools like ServiceNow (SNOW) for ticketing, change management, and issue resolution workflows.
· Strong communication skills to collaborate effectively with cross-fun
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.
Role Location: Remote
Compensation Range: $81,000-$123,000
Benefits
Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.
Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.
Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.
Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.
What We Believe:
We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.
Humility:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.
Humanity:
Through business, we will better the lives of those less fortunate than ourselves.
Integrity:
We honor our commitments and act with responsibility in all our relationships.
Equal Employment Opportunity Statement
UST is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
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