Production Support Specialist (Remote)

Job Title: Production Support Specialist (remote)

Position Overview:

• The Production Support Specialist plays a critical role in ensuring the stability and availability of mission-critical production systems.
• This position is responsible for ongoing monitoring, identifying and responding to incidents, and supporting the resolution of issues that impact service delivery.
• The specialist will lead SWAT calls during high-priority incidents, manage the incident ticketing process, and collaborate with cross-functional teams to restore service levels as quickly as possible.
• The role also includes managing infrastructure upgrades, validating and overseeing SSL certificate management, and ensuring readiness for peak operational periods, such as year-end or other high-traffic times.
• In addition, the Production Support Specialist will assist in disaster recovery activities, working with disaster recovery plans, and manage issues related to PHI in accordance with regulatory requirements.
• This position also involves providing key stability and availability metrics, ensuring that stakeholders have timely and accurate information on system performance.

Key Responsibilities:

Day-to-Day Operations:

• Monitor and manage the health and stability of production systems on an ongoing basis.
• Lead SWAT Calls (specialized emergency response calls) to address critical incidents and minimize downtime, ensuring the stability of systems and applications.

Incident Management:

• Initiate and drive TOC Calls (technical operations calls) when outages occur, prioritizing critical incidents (Priority 1, 2 & 3) to ensure prompt resolution and minimal service disruption.
• Oversee and manage the ticket workflow for incidents, especially Priority 4 & 5, ensuring proper tracking, follow-up, and resolution within established SLAs.

Infrastructure Support:

• Provide critical support and validation during Infrastructure Upgrades and Maintenance to ensure seamless transitions and minimal disruption to services.
• Manage SSL Certificate Management, ensuring timely renewal and proper configuration to maintain secure communications.

Operational Readiness:

Ensure the Operational Readiness of systems and processes, particularly during peak periods (e.g., 1/1 or other high-traffic times), to ensure that infrastructure supports increased loads and system reliability.

Stakeholder Coordination:

• Act as the liaison between Helpdesk, Development, Business, and Account Management teams to ensure effective communication and resolution of production issues.
• Facilitate the coordination of cross-functional teams to resolve incidents and implement improvements.

Disaster Recovery:
Assist in the creation and maintenance of Application Recovery Guides (ARGs) and conduct disaster recovery (DR) activities to ensure business continuity in case of major system failures.

PHI Issue Management:
Validate and manage PHI (Protected Health Information) issues, ensuring that all incidents involving sensitive data are handled according to compliance standards and regulations.

Metrics and Reporting:
Provide key Stability and Availability Metrics, helping to track and report system uptime, performance, and overall reliability to stakeholders.

Key Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field.
• 6+ years of experience in production support, including on-prem and cloud-based systems management.
• Hands-on experience with key production support tools and technologies such as Wily, Tivoli, Client BSM, Splunk, and Datadog for application and system monitoring.
• Expertise in managing MQ, DataPower, Apigee, and Microservices for API management, message queuing, and microservices architectures.
• Proficiency in security protocols, including OAuth, SSL, and HTTP, to ensure secure and efficient communication within production environments.
• Experience with containerization technologies, specifically Docker, and Redis for performance optimization and caching.
• Strong understanding
• Production Support-Microservices, Splunk, Datapower Mandatory: Production support experience, Jira, SNOW, API (for SOA), Cloud tools, Splunk (or similar tools), DataPower, Apigee, Microservices, OAuth, SSL, Docker, Redis, WebSphere Application Server, MQ Preferred/nice to have: Wily, Tivoli, Client BSM, Java.