Position Summary
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 Platform Engineer requires the expertise and skills to diagnose serious issues and provide exceptional support for mission-critical applications as part of Platform Services Team, under the umbrella of the developer organization.
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
Database
- 5+ 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.
- 5+ as MS SQLServer DBA (version 2014 minimum required)
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)
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Job Family Group:
Technology
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Job Family:
Applications Development
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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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