Lead Operations Engineer

Lead Operations Engineer
 

Overview

The Lead Operations Engineer works primarily with enterprise customers of Edifecs products, proactively assisting them with post- sales installation, configuration, upgrade, troubleshooting and day to day operational management. Responsibilities include taking a proactive leadership role working with the Engineering team and Customers to triage and resolve highly complex, technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Edifecs products. In addition to working with customers, the Lead Operations Engineer will routinely partner with our Development, Sustaining Engineering and Sales Engineering organizations to resolve support issues, document bugs, provide UAT on product builds, and ensure that new and newly upgraded server installations are successful. The ideal candidate will have extensive knowledge and hands-on experience with Docker and Kubernetes, along with a strong background in research & implementation. This role will involve working closely with our IT SaaS team to design, implement, and maintain containerized environments and orchestration systems to support our organization's infrastructure and applications.

What you will do:

• Manage end to end operations for Edifecs hosted or customer hosted Encounter Management application instances including deploying upgrades, making configuration changes, managing day to day submissions operations, building custom tools and utilities, creating adhoc reports / queries
• Provide technical support to enterprise clients related to technical and operational aspects of the products
• Partner with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutions
• Analyze application and database performance, identify bottlenecks and provide fix/ report to the development team for a fix
• Provide workarounds or temporary fixes to the client to avoid processing disruption
• Create and provide ad hoc reports based on need to support the client operations
• Proactive management of submission cycles, and reactive management of customer reported cases / issues.
• Plan and execute encounter submissions workflow including schedule management, batch management, file monitoring, and potential automation implementation
• Deliver a consistent, responsive and satisfying customer experience with each contact
• Collect all necessary problem details from customers to be able to effectively see the problem to resolution
• Successfully reproduce customer issues in a controlled test environment
• Follow standard operational procedures for case management
• Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
• Update knowledge base / create reusable documents, originating from patterns observed during customer issue troubleshooting
• May need to work in a shift that gets scheduled between 5 AM and 6 PM local time.
• May need to provide weekend on-call support based on internal roster
   

What you will bring:

• Bachelors in Computer Science or other technology related program or equivalent experience in implementing, and operating Java stack based enterprise applications
• 7+ years applicable experience in supporting commercial off the shelf enterprise products
• Understanding of following underlying technologies used by Edifecs solutions: Java, JMS, SQL Server/ Oracle, , Web/Application Servers like Apache Tomcat/ IBM WAS
• Experience on at least one integration or ESB software such as Edifecs XEngine Server, TIBCO EMS, IBM Websphere suite, Webmethods, MuleSoft, Intersystems Ensemble
• Prior demonstrable experience in deploying and supporting high transaction volume