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Mid LevelFull-timePythonAWSGCPAzureKubernetesAgileAPI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for an Application Support Engineer to join our team at Encora. This role focuses on ensuring the reliability, availability, and performance of applications and platforms.
Key Responsibilities
- →Coaching and mentoring fellow team members
- →Work with a global team to provide 24/7 support for production applications running on AWS and Mulesoft
- →Use Splunk and other observability tools to monitor and troubleshoot application issues
- →Capture metrics and create dashboards using Splunk and other tools
- →Perform incident management, root cause analysis, and implement preventative measures
- →Work with team members and clients to investigate and escalate incidents
- →Responding proactively to indications of issues or complaints by customers
- →Applying industry best practices throughout our processes
- →Be on a rotation for on-call support that is planned and defined
Requirements
- ✓2 – 5 years of successful IT services experience in Tier 2 or Tier 3 product support
- ✓Possess the ability to analyze logs and code to fix Tier 2 support issues
- ✓Experience as a Support Engineer or Site Reliability Engineer (SRE)
- ✓Superb written and oral communication skills
- ✓Extensive experience with observability and monitoring, especially with OpenTelemetry, Splunk, AppDynamics, and Datadog
- ✓Experience with AWS and/or Kubernetes
- ✓Background in DevOps practices
- ✓Scripting experience with Python
- ✓Experience with L1 and L2 support, incident management, ITIL, and writing documentation
- ✓Experience with disaster recovery, business continuity planning, creating ServiceNow dashboards, Linux, and shell scripting
- ✓Possess a “Can Do” attitude, with a view to moving the business forward.
- ✓Self-Driven and autonomous, able to communicate internally and externally across Lilly IT.
- ✓Demonstrated skill and passion for operational excellence and solution delivery.
- ✓Experience in applying compliance requirements, industry best practices, and external knowledge
