Support Engineer

hace 4 semanas

Mexico City Acute Talent A tiempo completo

Essential Responsibilities


  • Maintain essential IT operations, including Unix/Linux operating systems, Messaging middleware (MQ), Databases, Application and Web servers.
  • Manage, facilitate and own product support requests through consistent, positive and proactive IT methodologies using ticketing system
  • Troubleshoot, research, analyze and work with appropriate resources to solve problems
  • Identify and escalate situations requiring urgent or additional attention
  • Judgment must be used in prioritizing client requests and managing escalation workflow.
  • Complete work on assigned projects to supervisor's satisfaction on time.
  • Be on the rotation schedule for after-hours emergency support
  • Assist in testing during the rollout of new features product upgrades
  • Create product how-to documents, tutorials using tools such Wiki and Collaborate
  • Document any feature enhancement requests or ideas that will increase the productivity of the product offering for the chapter
  • Solve complex customer issues using methodical troubleshooting.
  • Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high-quality customer experience
  • Support client customizations, sharing implementation and best practices advice
  • Able to Troubleshoot and debug SQL/PLSQL code and shell scripts as well.
  • Create scripts to identify, analyze and correct platform issues
  • Own, build, administrate and maintain cloud development, production and business infrastructure and services
  • Use automation tools and scripting to automate process of building and maintain infrastructure and services.
  • Able to operate effectively, even when things are not clear, or the way forward is not obvious
  • Create and keep up to date monitoring, alerting, and reporting for infrastructure and services.
  • Adept at learning quickly, applying insights from past efforts to new situations.
  • Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours.
  • Collaborate with team members in a virtual team environment to extend field experience to different client situations.
  • Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience.
  • Other job related duties and responsibilities may be assigned from time to time.




Requirements:

Basic Qualifications


Database

·       5+ years’ experience as Oracle DBA with Oracle RDBMS 11g/12c.

  • Direct support of application end-users in a corporate environment.
  • Experience on Dataguard, Datapump, RMAN, database migration
  • Advisors and Performance Tuning. Solid technical understanding and experience for analysis and support (e.g. SQL, PL/SQL).
  • Knowledge of Oracle maintenance/patching mechanics.

·       5+ as MS SQLServer DBA (version 2014 minimum required)


Middleware

·       3+ years’ of experience on multiple platforms, web servers and application servers (IIS, APACHE, J2EE, WEBLOGIC, WEBSPHERE WASND)

·       3+ years’ Experience administering SSO products (AD, SiteMinder, etc.).

·       Installing, configuring, troubleshooting WebSphere.

·       3+ years’ MQ server/client (minimum version 8) setup, configure and troubleshooting.

·       WebSphere MQ, WebLogic Application Server, Tomcat

·       Intermediate knowledge of concepts in multi-tier application architecture, middleware integration, and troubleshooting


System Administration & Support

·       3+ years‘ with Linux/Unix platforms (preferably RHEL/CentOS) in a virtualized environment is required.

·       Demonstrated scripting skills through Python, Shell or others.

·       Skilled in the configuration, maintenance of Linux systems

·       Knowledge Experience with issue/problem tracking systems (e.g., ServiceNow)

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