The Production Support Specialist will provide technical expertise in a dynamic fast-paced environment for mission critical web applications.  The position is significant to helping the company deliver on strategic initiatives.  The primary focus of this position will be on supporting highly visible ecommerce services and services provided through retail channels that are available to external customers (including the ability to place orders and make payments).  The position also supports internal applications that are vital in providing support to external customers.  The person filling this essential role will diagnose production support problems, interact/coordinate effectively with internal customers and appropriate system vendors, ensure documentation standards and procedures for operations are in place, actively seek and evaluate opportunities for process improvement, and perform maintenance tasks on key systems.  This crucial role requires strong technical skills, strong communication skills, and Ecommerce Application experience.

POSITION RESPONSIBILITIES:

1. Provides application support; installs, configures, upgrades, troubleshoots, monitors, and maintains software.   May also install and upgrade software.
2.  Maintains, supports, troubleshoots, resolves, and repairs issues independently or with minimal assistance.  Able to work with senior staff to identify scope of issues and recommend best practices to prevent further occurrences.
3. Ensure that all Ecommerce applications are adequately monitored.  Works with the monitoring team as needed
4. Works proactively in troubleshooting and providing solutions to unresolved problems; collaborates and documents fully in trouble-ticket system;
5. Evaluates and recommends changes to support procedures as part of an ongoing improvement effort;  recommends enhancements to increase productivity
6. Participate in testing of new applications; provide appropriate feedback to assist with quality assurance and supportability
7. Work with internal customers to gather application release requirements, understand project goals,  and define support roles & responsibilities
8. Participate in 24x7 on-call rotation
9. May provide functional guidance, advice, and/or training to less experienced support employees.
10. Ensure documentation of supported systems is current.

QUALIFICATIONS:

1. 8+ years of technical support for enterprise web applications and/or application development.
2. Minimum of two years supporting distributed server environments
3. Ability to work with minimal direction in a collaborative team environment.
4. Proven analytical and problem solving skills sufficient to assess complex problems and recommend and implement effective solutions
5. Able to make decisions under conditions of uncertainty, sometimes with incomplete information, that produces effective end results
6. Excellent verbal and written communication skills
7. Knowledge of .NET and Java
8. MS SQL query, Oracle, and support knowledge
9. Experience with troubleshooting/developing applications on the Microsoft Windows platform (IIS)
10. Experience with troubleshooting/developing applications on JBoss, Apache, or RedHat Linux.
11. Demonstrated experience with distributed server environments

Job Description: