L2 Production Support Engineer
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Experience:
+6 years Job Mode: Full-time Work Mode: Hybrid position to work 3 days a week at the Mexico City office. ID: 19964 Responsibilities and Duties
• Investigate and drive support resolution with senior external clients, internal stakeholders and other Marquee engineering teams. Serve as point of escalation for support issues from Marquee Helpdesk (L1)
• Providing mentorship and guidance to junior team members to ensure successful resolution of issues
• Develop and mature the SRE strategy to ensure scalability, reliability, and performance of our platforms.
• Work closely with the engineering team to drive resolution of client issues.
• Create documentation /runbooks and code snippets to share with clients and internal engineering teams Key criteria:
• Must be comfortable coding in Java and or Python, debugging API calls, writing quality-of-life snippets for clients, creating scripts for debug tooling.
• Must be willing to execute on support issues while also building out the function and automating resolution of repeat issues. Mandatory
Skills:
Java or any object-oriented programming language, Linux, SQL (between Linux and SQL, candidate should be strong in at least one of them) Basic Qualifications (Required skills)
· Bachelor's degree in information technology, Computer Information Systems, Computer Science, or a related field.
· 3 to 5 years of work experience on SDLC/Devops, LINUX system platforms.
· Good Linux Scripting/Development skills
- JAVA, Python (any).
· Good knowledge in technologies like Autosys/Job scheduling systems like CRON, NIS, Apache, Tomcat, any RDBMS like DB/ MS-SQL/Oracle/Sybase, Public/Private Cloud.
· Good Knowledge of SDLC, CVS, SVN, GIT, Maven, GITLAB, Docker and Jenkins.
· Knowledge of Devops dependencies
- code review, builds, repositories, packages, distribution.
· Knowledge of config management
- chef, puppet, ansible and related languages . groovy, go, json, yml, ini (any)
· Strong analytical and troubleshooting capabilities.
· Must be willing to work in rotational shifts.
· Preferred Qualifications (Nice to have)
· Having worked in environment supporting 10000+ servers a plus.
· Multiple Application Support Experience a plus.
· ITIL and ITSM experience a plus.
· Global clients facing Support team experience a plus.
· Able to work within a Global team, prior experience a plus .
· About Encora Encora is the preferred digital engineering and modernization partner of some of the world's leading enterprises and digital native companies. With over 9,000 experts in 47+ offices and innovation labs worldwide, Encora's technology practices include Product Engineering & Development, Cloud Services, Quality Engineering, DevSecOps, Data & Analytics, Digital Experience, Cybersecurity, and AI & LLM Engineering.
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