Excellent Growth Potential
The expectation is that this person will be in this position for about 2 years to learn the company's product, and then will move on to another role within the company. Depending on the person's interests and skills that role could be - developer, DBA/Sys Admin, Product Manger, or Project Manager.
Responsibilities:
- Research problem tickets to resolve data, setup, and code issues to provide responsive correction of issues.
- Perform root cause analysis on issues that lead to implementation of processes to prevent repetitive issues
- Monitor automated system alerts, log files, and other monitoring tool output
- Maintain and improve performance, reliability
- Develop and maintain IT tools to automate code promotion activities to the maximum extent possible.
- Perform periodic code releases and emergency code promotions
- Design and develop emergency patches to address critical production issues
- Assist in providing 24x7 support by participating in weekly on-call rotation
- Interact with internal business customers, operations personnel and development groups in troubleshooting and correction of issues.
- Work on projects to better improve Application Support model and processes.
- Responsible for understanding full business process.
- Assist in prioritization of enhancement and defect resolution.
- Research and identify potential code defects.
- Manage development, quality assurance and production application environments, working closely with operations personnel, to honor application Service Level Agreements (SLA)
Qualifications:
- 2+ years experience in a Tier II Support role ideal.
- 4 year college degree in IS or related field or equivalent experience preferred.
- Excellent communication skills.
- Strong Windows scripting skills
- Excellent diagnostic, debugging, and problem solving skills
- Familiarity with Visual Basic 6 and Microsoft .NET (C#, VB).
- Understanding of servers, networks, security, client/server model in a Windows Server 2003 environment
- Strong understanding of MS SQL Server or other relational databases including stored procedure development.
- Must have a solid understanding of IIS 6 and above
- Must have an understanding of Classis ASP
- Ability to communicate with various levels of technical experience (developers/ operations/ end users/ support staff)
- Understanding of traditional software development life cycle and problem tracking systems
- Ability to work in team environment, while being self-directed, proactive and action oriented
- Familiarity with Relational Database tools
- Familiarity with Windows and MS Office Suite
- Development/ programming experience a plus
- Ability to travel, up to 25%
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