IT Production Support Engineer

Overview

Hybrid
Depends on Experience
Contract - W2

Skills

Debugging
Root Cause Analysis
Issue Tracking
Management
Production Support
ROOT
Service Delivery
Documentation

Job Details

  • Specialization in software product and service delivery to strategic customers with an expertise in 1+ of the following areas
    • Cloud Security
    • DevSecOps
    • Network Security
    • Security Operations

Deep understanding of the product/application functionality, architecture, and technical components to diagnose complex issues.
Ability to troubleshoot intricate technical problems across various systems and platforms.
Proficient in utilizing debugging tools and techniques to identify root causes.
Acting as the primary point of contact for escalated customer issues, providing timely and accurate solutions.
Communicating effectively with customers to understand their needs and manage expectations.
Proactively identifying potential customer concerns and taking preventive measures.
Managing critical incidents, coordinating with cross-functional teams to quickly resolve high-priority issues.
Performing root cause analysis to prevent recurring problems and implement corrective actions.
Maintaining accurate documentation of incidents and resolutions in the ticketing system.
Required to work in the shift model to provide global and on-call support.

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