The Operations Application Support Engineer – Norcross

SUMMARY The Operations Application Support Engineer is responsible on a 24/7/365 basis for the support, maintenance, growth, availability, and monitoring of all applications hosted in the production environment. The Operations Application Support Engineer’s focus is on running the applications and the client experience with less emphasis on the networking and computing aspects of the production environment. The engineer’s work will require direct system access, and will involve troubleshooting across many layers of the network and application, possibly pulling together many organizations in the company. The Operations Application Support Engineer will have an operational focus that is concerned with how an application runs on systems, how the application relates to other software on the system and in the environment, and with the configuration, management and monitoring of all hosted applications. ESSENTIAL DUTIES AND RESPONSIBILITIES · Provide 24x7 support of the production environments (part of the on-call rotation).· Participate, and potentially lead/direct, change window activities.· Provide level 3 support for customer issues and to the customer care and support teams.· Proactively monitor the system health of all production systems.· Participate in application deployments by controlling the production systems.· Work with level 4 support on issues requiring escalation.· Respond to outages to restore service as quickly as possible.· Scripting and tool work to improve team operations, monitoring and system availability.· Make modifications and additions to the production environment as required to meet company needs.· Troubleshooting issues potentially involving any area of the network, systems or applications.· Provide feedback to Engineering on application improvements that would improve operational efficiency.· Must communicate and document all production changes to the appropriate change control boards and individuals. QUALIFICATIONS · BA/BS degree preferred -- BA/BS degree in engineering or computer sciences helpful· Must be able to work both independently and in a team environment.· Strong verbal and written communication skills.· Flexible work hours. The majority of the work is during normal business hours, but some activities must occur during overnight or weekend downtime windows.· Must have a “can do” attitude and be willing to do what is necessary to get the job done. BACKGROUND / EXPERIENCE · Excellent troubleshooting skills· Broad knowledge of key protocols (DNS, FTP, HTTP, SMTP) and the software that uses those protocols· Broad knowledge of application servers and web servers, networks, firewalls, switches, load balancers· Basic database concepts, SQL knowledge, use of database access tools (Toad, SQLDeveloper, OEM, Grid/Database Control)· Ability to quickly learn all applications, interfaces between different applications, and connectivity around applications· Application tuning knowledge, capacity concepts, benchmarking, trending, and monitoring· Unix system administration and/or network engineering skills· Operational focus· Deep knowledge of all hosted applications (Silverpop and 3rd party) or the desire and ability to quickly assimilate this knowledge· Application development experience, Java in particular· Scripting experience in a mainstream language (Perl, PHP, Python, shell)· Experience with clustered databases, large scale SMTP implementations and/or web hosting environments· Oracle 10g RAC experience

• Company: Confidential
• Neighborhood: Norcross
• Job status: Full Time
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