The position has the responsibility for researching, troubleshooting and supporting multiple clients applications located in LATAM region who uses a wide brand of technologies and environments.

The role of support Engineer requires the expertise and skills to diagnose serious issues and provide exceptional support for mission-critical applications as part of Platform Services Team.

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

Soft Skills and Expectations

• Focus on customer support and the ability to build successful working relationships with Clients

• Excellent interpersonal, presentation and communication skills, verbal & written.

• Extreme focus on Client satisfaction and client relationship management

• Exceptional verbal and written communication.

• English Language skills, both written and verbal are a must

• Ability to work calmly and professionally in high pressure situations

• Attention to detail and the ability to learn quickly

• Must be extremely comfortable interacting with customers

• Must have strong problem solving and troubleshooting skills.

• Must be able to learn new software products and embrace new technology.

• Trustworthy, reliable, and dependable.

• Positive team player.

Basic Qualifications

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/cliente (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)

Database (desired)

• 3+ 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.

• 3+ as MS SQLServer DBA (version 2014 minimum required)

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Job Family Group:

Technology

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Job Family:

Systems & Engineering

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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