Production Enablement Engineer (CA or MI)
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Job Info

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This is a position within a Production operations environment. Experience in an operation environment is preferred. Contractor should understand that hours may include evening and weekends.



JOB SUMMARY:

This role is providing Foremost production support. Be a contributing member of the Foremost Production Support team within Applications Operations, focusing on support activities for agent-, customer-, and employee-facing applications. Manage the lifecycle of production incidents, restoring services as quickly as possible when interruptions occur.



JOB RESPONSIBILITIES:

* Apply and enforce ITSM/ITIL standards for the incident management process (identification, logging, categorization, prioritization, response, diagnosis, escalation, resolution, and closure).

* Work with the Change Management and Problem Management teams to proactively reduce issue occurrence/recurrence.

* Drive high-severity incident calls. Address and resolve problems encountered by users, whether they require a quick fix or a major collaborative effort across various departments. This includes providing clear, regular status updates and metrics for ongoing issues.

* Leverage dashboards to check the application health, continually analyzing incident trends to identify root causes that will help reduce Mean Time to Restore (MTTR)

* Work with application development teams to prioritize pending defects by highlighting the business operations, customer, and agent impacts

* Maintain updated runbooks

* Identification and implementation of process improvements.

* Partner with Foremost ADM Teams to support release and infrastructure related maintenance/implementations

* Identify and address performance monitoring gaps

* Improve impact analysis capabilities - creation of a Splunk based dashboard for the key Foremost applications that captures key metrics/trends comparable to other BU's.

* Improve intellectual property - create knowledge articles to build up the IP/capabilities of both the Operations Team and the Foremost Help Desk

* Proactively evaluate engineering processes and provide recommendations to increase efficiency.



EXPERIENCE/SKILLS REQUIREMENTS:

* 2-3 years of experience in a production support role.

* 1-2 years of experience with performance monitoring tools such as Splunk and/or AppDynamics

* Solid written and verbal communication skills is a must.



EDUCATION REQUIREMENTS:

* High school diploma required

* Bachelor's degree preferred



SCHEDULE:

Typical work week is 40 hours, but schedule can vary and may include weekends or evenings. Typical hours are 8 AM - 5 PM, but may be adjusted to provide maximum coverage across multiple time zones. Hours to be further discussed during interview. Schedule will vary when contractor participates in the on call rotation (which would include Saturday/Sunday or evening coverage).

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