Production Specialist

Duration: Fulltime Permanent (Direct Hire)

Average day

• Shift work - on call prepared to receive (SAlesForce - CRM) tickets from NOC or Support (Applications, support issues, customer questions)
• Cases, escalation from NOC, support team communication, Interrupt driven env, multi-task, organized, Research driven
• Prioritization and organize work.
• Troubleshooting 10% maintenance (procedure base)
• 2 Shifts start times: 12pm - 9pm (focus) or 9am or 10am - 6pm - 7pm to coordinate with Israel team (Flexible to interchange shifts)cover hours when Israel team. Usual issues end at 9am. After 9pm Israel team can cover.

We are currently seeking a Production Specialist to join our team based out of our Alpharetta office.

What You Will Own?

• Managing and supporting the various in-house developed services, network layers, infrastructure layers as Win/Linux OS systems, Web applications and different Databases (Oracle, MySql, Couchbase and more).
• The Production Specialist team provides advanced technical troubleshooting and analysis, responds to escalations from our Production Network Operations Center (NOC) regarding service and infrastructure issues, ensuring fast restoration of interrupted or degraded service while providing high quality customer satisfaction and service to the company.
• Work closely with Production NOC team
• Work in a global Production environment with offshore teams - Production, R&D, Product
• Act quickly in order to resolve service affecting incidents
• Investigate and troubleshoot Production issues on all system layer and provide Root Cause Analysis
• Learn new products and services and be able to operate and maintain it
• Escalate issues to R&D and other Production teams
• Work closely with support Tier3 in investigating customer complaints
• Instruct smarthands, working on our Data Center, remotely over the phone

What You Need for Success?

• Experience in WIN, LINUX based Operating systems - Must.
• Knowledge and experience with web and application tiers (Nginx, Tomcat, Apache) - Must.
• Knowledge of some or all of our toolset: Zabbix, Jenkins, vagrant, VMWare, Active Directory, iptables, tinc, PfSense - Must
• Expertise with Chef/Puppet configuration management, and extensive automation responsibilities - Must
• 2-3 years’ experience in advanced support of web/internet applications, preferred SaaS Company. - Must
• BS or above in Computer Science or equivalent education-experience - Must
• Knowledge and experience with data networking at the LAN and WAN levels, including switches, routers, firewalls - Advantage
• Knowledge and experience with DB and SQL queries - Advantage
• Scripting expertise with Python / Ruby / Shell - Advantage

Skills and Abilities

• Highly motivated individual, with a positive & proactive attitude
• Fast learner with self-learning capabilities
• Versatility, flexibility, and a willingness to work within a constantly changing environment with enthusiasm
• Excellent written and verbal communication skills
• Ability to work under pressure
• Team player
• Strong understanding and proven experience in Internet and web applications

Other Requirements (Travel, Matrix reporting, Evening shift, Overtime, etc.).

• Able to operate in a 7x24 operational environment as a first escalation point
• Willingness to travel overseas

• Title: Production Support / Production Specialist
• Skills: Production Support / Production specialist
• Title: Production Support / Production Specialist
• Skills: Production Support / Production specialist