Senior Production Support Engineer - Parametric
About The Position
The Senior Production Support Engineer is part of Parametric’s Application Support and Automation team, which supports production applications across on-premises and cloud environments, including proprietary and off-the-shelf applications. The team also develops and maintains inbound and outbound file transmissions and internal automations. The role is part of Parametric’s hybrid working model, with three days per week in the office and the remaining days worked remotely or in the office. The Production Support team is the front line for issues involving business-critical applications, including proprietary software, open-source middleware, cloud-deployed sites, and network connections with hosted solutions. The role handles production IT operations and sysops/devops issue triage, resolves user and system issues, supports software deployments through change and release management, and works with development to automate repetitive tasks. It also investigates logs and application/database failures, explores data stores to create ad hoc reports and KPIs, helps users understand features, and contributes to continuous improvement by identifying issues and improving workflows. The engineer is expected to understand internal applications supporting research, analysis, trading, and accounting business cycles. As a senior team member, the engineer may develop new processes and revise documented workflows. The role participates in team-based 24/7 production support, including an on-call rotation, and works to improve application monitoring and proactive alerting.
Requirements
- Six years of relevant professional experience.
- Four years of experience with SQL, including writing and understanding queries.
- Experience supporting a 24/7 environment.
- Experience with DevOps practices, including Octopus, JIRA, Confluence, or equivalent platforms.
- Strong verbal and written communication skills for technical and non-technical audiences.
- Ability to work in a fast-paced, social environment and independently when needed.
- Experience supporting a Windows-based environment, including basic server administration.
- Patience and attention to detail.
- Ability to work collaboratively and communicate and organize effectively.
Nice To Haves
- Scripting, automation, and continuous improvement experience.
- Previous experience supporting line-of-business applications.
- Experience with Linux/UNIX-based platforms.
- Experience with PowerShell or other scripting languages.
- Financial industry experience.
Responsibilities
- Triage and resolve tickets for supported systems and applications.
- Provide troubleshooting expertise for vendor and custom-built applications.
- Develop and maintain knowledge base articles.
- Follow established procedures for managing business risk when updating production systems.
- Create and update process automation.
- Participate in projects that enhance or upgrade Parametric systems or the employee experience.
- Work as part of a team to provide complete 24/7 support for the production environment, including participation in an on-call rotation.
- Enhance application monitoring and oversight to enable proactive alerting where possible.
- Triage production IT operations, sysops, and devops issues.
- Work with development to automate repetitive tasks for end users.
- Explore data stores and derive ad hoc reports and KPIs.
- Deploy software as part of the change and release management process.
- Educate end users about new or misunderstood features.
- Identify and raise issues to development as part of continuous improvement.
- Investigate logs and correlate failures between applications and databases.
- Maintain mastery of internal applications used in research, analysis, trading, and accounting business cycles.
- Craft new processes and revise documented workflows.
Benefits
- Morgan Stanley-sponsored employee benefits and perks, described as attractive and comprehensive.
- Potential commission earnings, incentive compensation, discretionary bonuses, and other short- and long-term incentive packages, depending on the position.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
