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L3 Support Engineer

hace 3 semanas

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Role Mission

The primary mission of this role is to ensure the high availability and stability of enterprise applications running on IBM WebSphere and Red Hat OpenShift. This is a support-centric position focused on proactive monitoring, rapid incident resolution (L3), and the continuous optimization of production environments to meet strict Service Level Agreements (SLAs).

Key Responsibilities

Incident & Problem Management (L3): Act as the final point of technical escalation for complex outages involving WebSphere Application Server (WAS) and OpenShift clusters.

Production Stability: Monitor environment health 24/7 using enterprise observability tools and execute immediate recovery actions during critical failures.

Automation & Scripting: Develop and maintain Bash and Python scripts to automate repetitive support tasks, log collection, and automated health checks across the platform.

Root Cause Analysis (RCA): Lead deep-dive investigations into JVM memory leaks, thread contention, and pod crashes to provide permanent fixes.

Patching & Lifecycle: Execute platform upgrades, security patching, and configuration synchronization for both WAS (Base/ND) and OpenShift environments.

Observability: Configure and maintain dashboards (Grafana, Prometheus, or APM tools) to track cluster performance and application health.

On-Call Rotation: Participate in technical coverage for business-critical applications during high-priority incidents.

Technical Stack & Requirements

Must-Have (Technical Core):

Container Support: 3+ years troubleshooting Red Hat OpenShift (v4.x), including SDN, Ingress/Routes, and Persistent Volumes.

Middleware Administration: Expert knowledge of IBM WebSphere (Base, ND, Liberty), including profile management, SSL/TLS certificates, and IHS.

Advanced Scripting: Proven ability to create production-grade scripts in Bash or Python to interface with the OpenShift API (oc CLI) and automate middleware tasks.

Linux Systems: Deep knowledge of RHEL (Red Hat Enterprise Linux) kernel parameters, networking diagnostics (TCPdump), and system performance tools.

Observability Tools: Experience with monitoring stacks such as ELK, Dynatrace, AppDynamics, or Datadog.

Nice-to-Have (Added Value):

Experience with Ansible for configuration management and automated patching.

Familiarity with ITIL frameworks (Incident, Problem, and Change Management).

Knowledge of F5 Big-IP or similar enterprise load balancers.

Soft Skills & Competencies

Sense of Urgency: Ability to remain effective and lead "War Rooms" during high-priority production outages.

Analytical Thinking: Methodical approach to isolating issues within complex, multi-layered architectures.

Technical Communication: Capacity to translate complex infrastructure events into clear status updates for management.