Zilliant Production Engineering Team Zilliant
The Production Engineering Team is responsible to manage and oversee the day to day operations associated with our SaaS and Managed Service offerings.
This role is responsible for engaging in efforts to ensure and fix security, availability, scalability and performance of the network and systems infrastructure which deliver our services to customers from 2 remote data centers. This role will implement monitoring, reporting, troubleshooting and repair of the production systems. Additionally, the team is responsible for monthly data loads of client data, monitoring ETL and data processing, designing and executing data validation tools to streamline the process and remove points of failure.
The Production Engineer needs to be a thought leader who can lead efforts with regards to design and estimations for enhancement projects. They will develop action plans for the resolution and/or resolve issues with problematic areas of the application or infrastructure for the Zilliant organization. In the event that an issue is escalated to Solutions, Product Engineering or Pricing Science, this individual will act as the liaison between these Zilliant departments and Customer Support. The Production Engineer will assist in the design and estimations for enhancement projects. This individual will be responsible for projects/sub project deliverables, requirements gathering and estimates. This individual will assist in all technical aspects of projects or resolution including timelines, and overall delivery. They will use Zilliant best practices and deployment methodologies to ensure quality deliveries of solutions. They will be required to develop and test new functionality as well as fix any production issues.
This role will also be responsible for coordinating and deploying upgrades to software and services.
Customer facing - This individual will provide expertise to customer business and IT departments.
This role will also ensure that development methodology is adhered to.
--PE responsibilities during delivery/implementation engagement
oAssist in setting up development servers
oAssist with the Installs of the baseline application for deployment teams
oEnsures project teams have access and software/hardware necessary
--PE responsibilities during transition to support
oSet up production hardware
oSet up the final configuration of the application from DEV
oTest access, availability and ensure users can access production environment
oDevelop complex data processing, monitoring, reporting and ETL tools.
oThought Leader who will design and implement custom tools and applications to improve our current infrastructure.
Essential Customer Support Functions
--Contribute to the process of developing and enhancing company standards and practices on delivering implementations for clients
--A key player in the delivery of the SLA and works with customer support team to define and execute 24X7 customer support plan
--Assists in coordinating response to major incidents, including post-incident reporting
--Act as an escalation point to resolve client related issues
--Liaise with Product Management, Development, and Technical Services to evaluate and prioritize potential product enhancements and bug fixes
--Proactively identify, communicate, and mitigate risks associated with ongoing operations and new/planned release
--Work closely with product management, development and QA teams to understand customer needs and define software projects
--Work closely with the professional services team to understand the needs of each client implementation
--Assist with the on-boarding of new customers
--2+ years experience in a technical hands-on software development experience is a plus
--Experience managing and supporting a critical client facing web application
--Experience working in a structured change management processes for highly available environment consistently
--Experience with network protocols for routing and access, as well as firewall/security experience
--Industry knowledge and awareness on best practices, trends, and latest features of internet, SaaS, CLOUD delivered applications
--Experience with planning, definition, scope management, client communication, issue tracking and status reporting
--Experience in issue management and conflict resolution
--Great organization, collaboration, communication, and coordination skills
--Ability to work across the organization and collaborate with sales, services, marketing and account management
--Ability to balance client demands with strategic objectives
--Knowledge of Scrum, XP, Agile or similar methodology
--BS in Computer Science or equivalent field
||3815 South Capital of Texas Highway |
Austin, TX 78704
|Employment Type:||Full Time|
|Functional Area:||Customer Service / Technical Support|