Production Support Specialist

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 Production Support Specialist with expertise in database management, application performance optimization, and incident management. The ideal candidate will have experience supporting complex production environments, providing technical solutions, and ensuring the smooth operation of critical systems. This role involves troubleshooting, deployment support, system monitoring, and performance tuning across various technologies, including SQL Server, Oracle, Informatica, and PEGA, among others. The candidate will also be responsible for creating and maintaining reporting dashboards, performing ETL processes, and supporting the team through incident and problem management.

 

The Opportunity:

·       Actively participate in daily standups to track project progress, address roadblocks, and ensure alignment with team goals.

·       Communicate effectively with team members to resolve issues and clarify requirements.

·       Collaborate with business stakeholders to gather and document business requirements.

·       Perform detailed analysis to ensure all requirements are captured accurately for subsequent development and deployment.

·       Review system and technical designs, ensuring that solutions meet business needs.

·       Engage in hands-on development of new features, enhancements, and bug fixes using various programming languages such as Java, JavaScript, C, and C#.

·       Conduct unit testing of developed code to ensure correctness, performance, and reliability.

·       Participate in peer reviews to assess code quality, maintainability, and adherence to best practices.

·       Review and approve code changes before deployments.

·       Collaborate with the deployment team to ensure seamless migration of code from development to staging and production environments, and ensure timely delivery of fixes and enhancements.

·       Attend regular meetings with business teams to understand their needs, provide technical insight, and ensure that requirements for APIs and integrations are fully defined and understood by the development team.

·       Provide demonstrations of developed features and enhancements to business stakeholders and gather feedback. Participate in System Integration Testing (SIT) to verify end-to-end system functionality and ensure that the system operates as expected across all components.

·       Create and maintain comprehensive documentation for all aspects of development, including design specifications, test cases, and implementation procedures.

·       Ensure that documentation is clear, accurate, and updated throughout the development lifecycle.

·       Provide ongoing support during the testing and production phases, addressing any issues or bugs that arise.

·       Ensure quick resolution of problems, escalate when necessary, and apply appropriate fixes.

·       Continuous Improvement: Identify opportunities for process improvements and system optimizations.

·       Work closely with team members to adopt better practices, tools, and technologies to enhance the development lifecycle.

 

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 solid understanding of both on-premises and cloud-based systems management, ensuring the stability and performance of production environments.

·       Hands-on experience with key production support tools and technologies such as Tidal, ServiceNow (SNOW), Informatica, SQL Server, Oracle SQL Developer, Tableau, SSRS, SSIS, and PEGA for application monitoring, data integration, and automation tasks.

·       Expertise in managing SQL Server, Oracle, and NoSQL databases, including performance tuning, query optimization, backup/recovery, and troubleshooting critical database issues to maintain operational integrity.

·       Strong development skills in Java, JavaScript, C, C#, and PL/SQL, with a focus on database-driven application development and troubleshooting to ensure high-quality coding practices.

·       Experience with performance tuning on SQL queries, ETL processes, and real-time data processing using tools such as Informatica, Power Exchange, and SQL Server Integration Services (SSIS).

·       Experience in incident management, using tools like ServiceNow (SNOW), ensuring prompt ticket resolution, change management, and adherence to established workflows for efficient issue resolution.

 

 

 

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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