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 stability, performance, and optimization of various applications and technologies across the organization. This role will involve proactive monitoring, troubleshooting, and incident management, as well as collaboration with cross-functional teams for ongoing improvements.

 

The Opportunity:

·       New s & Agents: Set up, configure, and maintain s and monitoring agents to ensure proactive detection of performance issues across all applications and systems.

·       Server, Application, and Database Monitoring: Utilize monitoring tools (such as Tidal, SNOW, and Precise) to ensure continuous monitoring of servers, applications, and databases. Troubleshoot and resolve issues in real-time to minimize downtime.

·       Performance Tuning & Optimization Support: Leverage SQL SVR, Oracle SQL Developer, Informatica, and other tools to analyze system performance, identify bottlenecks, and implement performance improvements.

·       Vulnerability Remediation Support: Proactively identify and remediate security vulnerabilities across applications and infrastructure, ensuring compliance with security policies and industry standards.

·       Project Support & Application/Technology Administration

·       Project Support (Funded or Unfunded): Provide technical support for both funded and unfunded projects, ensuring alignment with project goals and timelines. Collaborate with project managers and stakeholders for successful delivery.

·       Technology/Application Administration: Oversee the management, installation, and configuration of applications and technologies. Ensure that system configurations are in line with industry best practices and organizational standards.

·       Application/Technology Installs/Upgrades/Hotfixes/Patches/Migrations: Lead and support the deployment of application and technology upgrades, patches, and migrations, ensuring minimal impact on the production environment.

·       SOP Documentation & Maintenance: Create, maintain, and update Standard Operating Procedures (SOPs) for the production support processes, ensuring that all procedures are clear, efficient, and compliant with internal and external requirements.

·       Audit Evidence Packages: Prepare and maintain audit evidence packages in line with compliance requirements, supporting audits and internal reviews of systems and processes.

·       Audit Controls Execution: Implement and monitor audit controls, ensuring that the production environment adheres to all security and regulatory requirements.

·       DB Backups Support: Ensure that database backups are performed regularly and stored securely. Troubleshoot and restore backups as needed in the event of failures.

·       Application Monitoring: Implement and manage tools to monitor applications for uptime, performance, and scalability, ensuring that issues are quickly identified and resolved.

·       License Management: Support the tracking and management of application and technology licenses, ensuring compliance with licensing agreements and optimal usage.

 

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:

·       4+ years of experience in production support, application support, or systems administration, particularly within large, complex environments.

·       Expertise in database management, including Oracle and SQL Server (SQL SVR), with hands-on experience in performance tuning, backup/recovery, and troubleshooting.

·       Strong experience with Informatica for ETL processes and Tableau, SSRS, and SSIS for data reporting, performance monitoring, and integration.

·       Familiarity with PEGA for business process management and automation, and experience with CTU and OTVM for managing critical systems and technologies.

·       Proficiency in using Tidal for job scheduling and monitoring, ensuring batch jobs run smoothly in production environments.

·       Strong working knowledge of ServiceNow (SNOW) for incident management, change control, and issue tracking.

·       Familiarity with Azure cloud databases is preferred, along with experience in cloud environments for resource scaling and high availability.

·       Experience with vulnerability remediation, security protocols, and audit controls to maintain system integrity and compliance.

 

 

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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