Production Services Specialist II
About The Position
The Production Services Specialist II provides end-user support and responds to incidents and problem-management issues across multiple applications, leading triage for business-impacting incidents. The role helps ensure compliance with incident- and problem-management policies and procedures, serves as a focal point for customer, client, and associate experience, and works to restore impacts regardless of their root cause. The position troubleshoots across Cisco and F5 environments and supports routers, switches, F5 LTM/GTMs, proxies, firewalls, and production WLM environments. It also provides subject-matter expertise in Application Delivery Network solutions and architecture and high-level design guidance for ecommerce/CBT projects. The role is based at the Richmond, Virginia office and is described as first shift, with three 12-hour shifts per week and 40 hours per week. Rotational off-hours coverage may include weeknights, Saturdays, Sundays, and holidays as required.
Requirements
- At least 6 years of hands-on experience in a production-support environment.
- In-depth knowledge of routers and switches.
- Knowledge of F5 LTM/GTMs load balancers.
- In-depth knowledge of TCP/IP protocols.
- Knowledge of firewalls and proxies.
- Proficiency with network diagnostics, including packet capture and analysis using Wireshark, flow telemetry, and NetFlow/IPFIX.
- Scripting and automation experience with Python and Ansible for configuration management and validation.
- Strong documentation and change-management skills, including CAB and ITIL processes.
- Work three 12-hour shifts per week.
- Provide rotational support, including off-hours coverage on weeknights, Saturdays, Sundays, and holidays as required.
Nice To Haves
- Functional understanding of networked applications requiring application-traffic-management solutions, including HTTP, HTTPS, SSH, FTP, DNS, NTP, and ANYCAST services.
- DMZ network infrastructure knowledge, including topology, security policies, firewalls, and L2/L3 switch and router infrastructure.
- In-depth engineering experience in traffic-management solutions, including design, low-level engineering, and delivery of new hardware systems and application load-balancing solutions across pre-provisioned ADC infrastructure.
- Incident-management support experience.
- Expertise in shell scripting and Perl scripting.
Responsibilities
- Lead production-support triage, manage bridge-line troubleshooting, conduct technical research, and escalate issues to leadership as needed.
- Accurately record and document impacts in the system of record; keep documents and wikis updated and available for triage.
- Support on-call incident responsibilities, including documenting application flows, outage impacts, customer experience, and support contacts.
- Provide status updates and technical details for awareness communications, including infrastructure, application and client impacts, and component points of failure; oversee communication accuracy and schedule reconvenes when needed.
- Identify business impact, interpret monitors, dashboards, and logs, and write queries to calculate and communicate impacts to leadership in partnership with senior team members or specialists.
- Promote and enforce production governance during triage and testing; identify production failure scenarios, vulnerabilities, and improvement opportunities, determine appropriate actions, and escalate issues as needed.
- Analyze, manage, and coordinate incident-management activities to detect problems that may affect service levels.
- Fulfill research requests, ad hoc reports, and offline incidents at the direction of senior team members or Technology/Production Services teams.
- Provide L2 support for routers, switches, F5 LTM/GTMs, proxies, and firewalls.
- Provide solutions-engineering subject-matter expertise for clients’ Application Delivery Network (ADN).
- Provide L2 support for the production WLM environment and handle WLM environment triage.
- Provide architecture and high-level design guidance for ecommerce/CBT projects.
Benefits
- Paid time off.
- Access to employee resources and support.
- Eligibility to participate in an annual discretionary incentive plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
