Product Support Analyst at CMiC providing first contact support for software inquiries and issues. Actively engaging with customers to troubleshoot problems and enhance client relationships.
About the role
- Operations Support Engineer supporting and optimizing .NET, React, NodeJS, and microservices applications. Collaborating in Azure environments to ensure high availability and performance with on-call support.
Responsibilities
- Provide Level 2 / Level 3 operational support for .NET, React, NodeJS, JavaScript, and Microservices-based applications ensuring high availability and performance
- Monitor and maintain Microsoft Azure clusters, troubleshoot issues, and optimize cloud resources
- Apply New Relic and Azure Data Explorer (ADX) to monitor and analyze application performance
- Perform root cause analysis and resolve incidents promptly to minimize downtime
- Develop and maintain SQL queries for data analysis and operational tasks
- Demonstrate a proactive approach to identifying problems, create and enhance automation scripts to streamline processes and reduce manual effort
- Collaborate with development and infrastructure teams for smooth deployments and operational readiness
- Monitor production environment, track important performance indicators, and develop strategies to improve efficiency
- Maintain the reliability of system with accurate monitoring and alerts with well-defined service level objectives as per Application Criticality Framework
- Participate in system design consulting, platform management, and release readiness
- Facilitate technical incident investigations, manage communication while triaging complex issues
- Mentor junior team members and promote standard processes in operational support
- Provide primary operational support for multiple large, distributed software applications
- Work with business clients and internal and external teams to debug or resolve application issues
- Flexible to provide rotational On-call support to resolve issues as required
Requirements
- Bachelor’s degree in Computer Science or other technical, scientific field
- 8+ years experience in Operations Engineering or Technical Application Support
- Strong knowledge of .NET, React, NodeJS, JavaScript, and Microservices architecture
- Hands-on experience with Microsoft Azure services and cluster management for micro services hosted on AKS
- Proficiency in SQL and scripting languages (PowerShell, Shell, Python)
- Familiarity with ITIL processes, SNOW, JIRA, and ticketing workflows
- Experience with one or more of the following: Scheduling (CA, CA WLA), SQL queries, Stored procedure review and analysis, Shell Scripting/ Power Shell/UNIX scripting, Windows/ Batch Scripting, Windows Task scheduler, and Monitoring tools like New Relic, Moogsoft , and Azure Data Explorer (ADX)
- Excellent problem-solving skills and proactive approach to system reliability.
Benefits
- health insurance
- dental
- mental health
- vision
- short- and long-term disability
- life and AD&D insurance coverage
- adoption/surrogacy and wellness benefits
- employee/family assistance plans
- retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- financial education and counseling resources
- generous paid time off program including holidays, vacation, personal, and sick days
- full range of statutory leaves of absence
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