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:

Production Support Engineer plays a critical role in maintaining and optimizing enterprise systems and applications in a dynamic, high-performance environment. This position involves end-to-end management of production environments, including monitoring, troubleshooting, and performance tuning of applications and infrastructure.

 

The Opportunity:

·       Deployment Management: Plan, execute, and monitor application and system deployments, ensuring minimal disruption to operations.

·       Incident Management: Address and resolve incidents promptly, including after-hours or on-call support, adhering to escalation protocols.

·       Problem Management: Conduct root cause analysis to identify, document, and resolve recurring issues to improve system stability.

·       Provide advanced technical support for systems like Microsoft Windows Servers, Microsoft SQL Server, IIS, Tomcat, Apache, and PEGA.

·       Troubleshoot and configure application settings for environments using AWS, Terraform, and REST APIs.

·       Manage virtual machines and resolve server-related issues on Windows and Red Hat Linux.

·       Perform Windows and Linux server administration, focusing on system performance and security.

·       Analyze software requirements and configure applications based on business and functional needs.

·       Utilize cloud platforms like AWS and Azure for deployment and maintenance of applications.

·       Implement infrastructure as code (IaC) using Terraform and manage CI/CD pipelines in a DevOps environment.

·       Database Management: Work with databases such as MS SQL Server, Oracle, and MySQL, performing data flow analysis, optimization, and maintenance.

·       Administer and troubleshoot network protocols (TCP/IP), firewalls, and VPN configurations.

·       Ensure the security of applications and systems through robust practices and monitoring tools like DataDog.

·       Create and maintain system documentation, including data flow diagrams, use-case models, and operational procedures using tools like MS Visio, Confluence, and Git/GitHub.

·       Collaborate with cross-functional teams to support business and IT requirements, and handle system upgrades or maintenance initiatives effectively.

·       Monitor and analyze system performance using Precise, IIS, and other tools, ensuring high availability and optimized functionality.

·       Conduct performance tuning and proactive troubleshooting for applications and databases.

 

 

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.

·       5+ years of experience in production support for enterprise-level systems, including Windows and Linux-based environments.

·       Proficiency in cloud services like AWS and Azure, with experience in managing deployments, monitoring, and infrastructure as code using tools like Terraform.

·       In-depth knowledge of Windows, Tomcat, IIS, and Citrix for system and application administration.

·       Hands-on experience with monitoring tools such as DataDog and Precise for system performance and availability metrics.

·       Expertise in database management using MS SQL Server, Oracle, and MySQL with advanced query optimization and troubleshooting skills.

·       Strong understanding of networking protocols, firewalls, and VPN to ensure secure data flow.

·       Proficiency in scripting and automation using PowerShell and other DevOps tools for CI/CD and configuration management.

·       Familiarity with modern application frameworks, including .NET, Java, and REST APIs, with experience in managing and deploying microservices.

·       Demonstrated ability to troubleshoot and resolve complex system issues, with root cause analysis and incident resolution experience using ServiceNow or equivalent ITSM tools.

·       Experience running SWAT sessions, managing incident escalations, and creating corrective action plans.

·       Desirable Skills:

·       Strong documentation skills, including process mapping and data flow diagramming using tools like MS Visio and Confluence.

·       Experience in performance tuning for applications, databases, and system environments.

·       Knowledge of security protocols and standards, including SSL, OAuth, and HTTP, to safeguard system integrity and performance.

 

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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