Digital Support Engineer IV - Full-time / Part-time

As a part of the Digital Technologies Department, the Support Engineer ("SE") will be focused on application and environment Production Support. SE is responsible for incident management, maintenance, monitoring, support, and administration of custom software applications, 3rd party systems, middleware platforms, production and non-production environments, and creation/usage of support tools. Collaborates closely with both internal and external teams to ensure the sound delivery and support of innovative applications and services.

Responsibilities

• Work with Agile development teams to implement procedures around Support, Monitoring, and other systems and support concerns as needed.
• Define and establish monitoring and other processes and tooling for monitoring and performing routine system health checks to ensure optimization and stability of application and code.
• Perform technical support activities by troubleshooting critical issues, addressing application service interruptions and vendor outages while identifying process improvements.
• Create, enhance, and maintain manual and automated support processes and technical documentation.
• Execute and/or escalate problem management procedures as necessary.
• Perform operational fixes related to code or other systems.
• Participate in Disaster Recovery exercises pertaining to processes.
• Ability to be on call and provide off-hours support.
• Work with management to define and create methods for collecting and reporting on metrics related to SLAs.
• Engage with system owners and operations groups to define and ensure appropriate support and monitoring of systems.
• Provide oversight for new technology implementation and design.
• Provide proof of concept
• Write system documentation, runbooks, and SOPs
• Expert in 3rd level support
• Manage client expectations
• Mentor other support engineers through leadership and cross training.
• Work in a team environment on project driven work with minimal supervision
• Develop, co-ordinate and promote the effective functioning of problem management activities for onsite and remote support teams.
• Contribute to the planning of application/infrastructure releases and configuration changes.
• To examine potential areas for Service Improvement and raise proposals with the Service Manager.
• Provide technical leadership and perform 5 whys root cause analysis.
• Provide input to application/infrastructure scalability.
• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
• Provide input to administering and maintaining all production and internal environments.
• Provide input to the implementation, backup and roll-back plans.
• Act as a technical resource for internal and external products/projects.
• Ensure there are robust procedures and processes within the application support function.