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:

We are seeking a skilled Production Support Engineer to manage the day-to-day operations and performance of critical applications and databases in a dynamic, high-demand environment. The ideal candidate will have hands-on experience with Oracle databases, cloud platforms, and a range of other enterprise applications, combined with strong problem-solving skills and the ability to troubleshoot and resolve issues with minimal escalation.

 

The Opportunity:

·       Execute application and database deployments following established processes.

·       Manage incidents, performing root cause analysis and resolving issues promptly with minimal escalation.

·       Actively participate in on-call rotations and respond to production incidents to minimize impact.

·       Collaborate with cross-functional teams to troubleshoot and resolve critical system issues.

·       Analyze recurring system issues to identify root causes and implement permanent fixes.

·       Develop and refine processes to enhance system reliability and reduce incident occurrence.

·       Database Administration and Optimization

·       Administer and troubleshoot Oracle databases, ensuring optimal performance and availability.

·       Perform SQL query optimization and Oracle database performance tuning.

·       Manage database backup/recovery processes using NetApp SMO/SnapCenter tools.

·       Support Azure cloud databases and leverage HashiCorp/Terraform for infrastructure management.

·       Maintain and optimize high-performance database systems such as Oracle Exadata.

·       Provide support for applications including Oracle, Facets Clones, .NET Core, .NET Framework, Adobe, and IIS.

·       Manage messaging systems like IBM MQ and web servers such as Apache.

·       Perform Linux system administration tasks, including sudo/dzdo commands/scripts for system maintenance and troubleshooting.

·       Handle log cleanup, file management, and other server optimizations to ensure system health.

·       Assist with MySQL database updates with guidance from experienced team members.

·       Automation and Scripting

·       Develop and maintain scripts using Python, PowerShell, and Linux shell scripting to automate routine tasks and improve efficiency.

·       Utilize tools like HashiCorp, Tortoise Git, and Adoptium for version control and system provisioning.

·       Performance Monitoring and Optimization

·       Monitor system performance using tools like Datadog, identifying bottlenecks and implementing solutions to improve efficiency.

·       Proactively identify potential vulnerabilities and apply remediation measures.

·       Documentation and Standard Operating Procedures

·       Follow and maintain comprehensive documentation for deployments, configurations, and incident management.

·       Ensure all activities adhere to standard operating procedures and compliance requirements.

·       Provide clear and concise updates to stakeholders during incidents and problem management processes.

·       Collaborate effectively with developers, system administrators, and business units to align on priorities and deliver solutions.

 

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, with a focus on both on-premise and cloud-based systems management.

·       Hands-on experience with Oracle Database Administration, including performance tuning, troubleshooting, and SQL query optimization.

·       Strong expertise in Oracle DBA, NetApp SMO/SnapCenter, and Oracle Exadata for managing large-scale database environments.

·       Proficiency in Unix shell scripting for automation and system administration tasks.

·       Extensive experience in database backup/recovery processes, including hands-on knowledge of Oracle OID.

·       Experience with Azure cloud databases and HashiCorp/Terraform for cloud-based infrastructure provisioning and management.

·       Experience with Datadog for system monitoring and performance analysis.

·       Familiarity with IBM MQ, Facets, and other enterprise applications for system integration and support.

·       Hands-on experience with .NET Core, .NET Framework, Apache, IIS, PowerShell, and Python for application support.

·       Strong command over Linux Shell Scripting for performing system tasks and troubleshooting.

·       Ability to perform system optimizations, including the cleanup of logs, files, and directories impacting server performance.

·       Experience with version control systems like Tortoise Git for code management and deployment workflows.

 

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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