Description

Job Description:
The primary duty of Engineers at this level includes implementation of tactical solutions.  Engineers here drive the resolution and root cause analysis of basic issues, including documenting the findings, and retrofitting solutions when identified (e.g. applying firmware to the fleet if a critical bug is identified). Understands when to escalate issues. Provides effective production support including accurate problem identification, ticket documentation and customer/vendor dialogue. Responds to requests from individual users. Delivers process documentation for small-to medium-scale projects. Performs all technical program tasks with minimal supervision.  Provisions systems in virtualized and physical implementations based on documented standards.  Must have solid organizational skills. Must demonstrate ability to think critically, beyond the runbook in function of intermediate level problem resolution.  Provide Level 1 & 2 support for the assigned platforms

Key Responsibilities:

• Zena QA Deployment: Perform all Zena deployments to the QA environment
• Zena Application Support: Collaborate with app teams to troubleshoot Zena-related application issues
• Zena QA & Agent Analysis: Generate reports on agent versioning within the Zena DEV/QA/PROD environment. Analyze and report on Zena agent vulnerabilities in the DEV/QA/PROD environment
• Agent Management: Leads the agent install/upgrade of an ongoing Zena agent management program. Work with app teams to upgrade unsupported Zena application agents
• Knowledge Base: Develop and maintain knowledge articles related to Zena and agent management
• Backup & Support: Act as primary backup for the BA 3 Support
• Zena Environment Management: Review daily incident tickets for potential QA environment impact. Conduct weekly or as-needed clean-up activities within the DEV and QA Zena environments
• 24x7 – On-Call Rotation: Patching/validation assign validation tickets to our offshore support
  • On-Call Rotation is set up for Weekly Coverage Interval.
• Perform daily platform related administrative tasks as needed
• Identify root cause analysis of platform related basic issues and how to resolve those issues, document the findings
• Provides level 1 server production support including problem identification, ticket documentation and closure
• Provides user/customer support for level 1 issues and escalate issues to senior SME’s when needed
• Be engaged in end user support via incident and service requests, as well as project work
• Reviews daily tickets and emails, providing timely and accurate resolutions.
• Performs other duties as assigned.

Basic Qualifications:

• Bachelor’s degree or 5 years of equivalent work experience in technology
• 2 years of IT Analytics and Reporting, IT Troubleshooting, and IT Customer Service

• Knowledge of scripting languages such as (Python, Bash, or PowerShell)
• 2 years’ experience in IT operations, or a related field

Preferred Qualifications:

In-depth understanding of Enterprise Scheduling Systems

• Knowledge of ITIL, Change Management practices and principles
• Familiarity with distributed systems and scheduling concepts

• Experience with other workload automation tools
• Basic understanding of workload automation and orchestration tools, preferably Rocket Enterprise Orchestrator Zena
• Experience with troubleshooting, scripting, and basic automation
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Experience with documentation and reporting
• Ability to work independently and as part of a team
• In-depth knowledge of scheduling concepts, job dependencies, and workload automation principles.
• Experience with scripting languages (e.g., Python, PowerShell) and automation frameworks
• Excellent problem-solving abilities and attention to detail
• Certification in relevant technologies (e.g., SNOW, ITIL) is a plus

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type:

Office

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