Production Support Engineer

Syms Strategic Group, LLC (SSG)•Lynchburg, VA

3d•$85,389 - $116,975•Remote

About The Position

Syms Strategic Group (SSG) is seeking a talented Production Support Engineer for a full-time, remote position within the Veterans Affairs (VA) department. This role requires an experienced individual with a minimum of 8+ years of experience in systems engineering or a related field, particularly in production environments, and 3+ years of experience with SQL query and monitoring. The position involves performing high-level, day-to-day operational support of complex application cloud systems, developing solutions to technical problems, and detecting, isolating, documenting, and resolving system outages. The engineer will work directly with the customer, respond to user calls, communicate status updates, perform maintenance and installation of computing infrastructure, implement continuous improvement, maintain inventory, and ensure compliance with VA standards and security policies. Documentation, training, and additional duties as assigned are also part of the role.

Requirements

Experience with AWS and/or Azure Cloud, namely S3, Step Functions, Batch Jobs, and CloudWatch
Proven track record of managing and maintaining large-scale production systems
Strong proficiency in Linux/Unix and Windows operating systems
Experience with system administration tasks including user management, permissions, and system monitoring
Proficiency in scripting languages such as Python, Bash, or PowerShell for automation and configuration management
Experience with automation tools like Ansible, Puppet, Chef, or SaltStack
Knowledge of cloud-native technologies and infrastructure-as-code (IaC) tools such as Cloud Formation
Experience with monitoring tools like DynaTrace, Science Logic, and CloudWatch
An ability to troubleshoot and optimize system performance and reliability
An understanding of network protocols of network protocols, firewall configurations, and Virtual Private Network (VPN) setup
Experience with network monitoring and diagnostic tools
Experience with secure best practices for production systems
Experience with implementing security measures, conducting audits, and ensuring compliance with industry standards
Working knowledge of database systems such as AWS RDS SQL Server and Oracle RDMBS/RDS
Knowledge of database performance tuning and backup/recovery processes
Knowledge of CI/CD pipelines
Familiarity with version control systems like Git and CI/CD tools like GitHub Actions, AWS CodeBuild and CodeDeploy
Strong analytical and problem-solving skills with the ability to troubleshoot complex system issues
Excellent communication and interpersonal skills with the ability to work effectively in cross-functional teams
An ability to prioritize tasks, manage time effectively, and meet deadlines in a high-pressure environment
Strong attention to detail to ensure system stability and data integrity
An ability to quickly adapt to new technologies and processes
A willingness to be on-call for production system support as required
Strong documentation skills for maintaining system configurations, processes, and procedures
An ability to manage and contribute to multiple projects, ensuring timely completion and quality results
An ability to work collaboratively with development, operations, and security teams to ensure seamless production system operations
8+ years of experience in systems engineering or a related field, particularly in production environments
3+ years of experience with SQL query and monitoring

Nice To Haves

Electronic Data Interchange X.12 (EDI) Medical Claims
X.12 medical claims (837, 834, 277, etc)
Advanced certifications in relevant areas (e.g., Red Hat Certified Engineer, Microsoft Certified Systems Engineer, AWS Certified Solutions Architect)

Responsibilities

Perform high-level, day-to-day operational support of complex application cloud systems
Develop solutions to routine technical problems of limited scope
Follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained
Detect, isolate, document, rapidly report, and resolve system outages or problems encountered during operations of the scientific workstations, which includes the collections of diagnostic data, restoring the system operation, development of workarounds, and other activities necessary for recovery of a system
Accurately document problems in logging and discrepancy reporting tools
Work directly with the customer in most aspects of the day-to-day activities
Respond to user calls regarding hardware and software problems, correcting or ensuring that problems are escalated when required
Communicate with users and senior management the status of key problem statuses
Perform maintenance/installation of computing infrastructure
Implement continuous improvement methodology through the use of IT systems or procedure
Maintain inventory of system assets
Ensure compliance with VA standards and security policies
Provide documentation, training, and additional duties as assigned