Sr. Operations Engineer
Edifecs
- Chandigarh
- Permanent
- Full-time
- Manage end to end operations for Edifecs hosted or customer hosted application instances including deploying upgrades, making configuration changes, managing day to day submission operations, building custom tools and utilities, creating adhoc reports / queries.
- Provide technical support to enterprise clients related to technical and operational aspects of the products.
- Partner with Product Support Engineers and development teams as necessary to troubleshoot issues and implement resolutions.
- Analyze application and database performance, identify bottlenecks and provide fix/ report to the development team for a fix
- Provide workarounds or temporary fixes to the client to avoid processing disruption.
- Create and provide ad hoc reports based on need to support the client operations.
- Proactive management of submission cycles, and reactive management of customer reported cases / issues.
- Plan and execute encounter submissions workflow including schedule management, batch management, file monitoring, and potential automation implementation.
- Deliver a consistent, responsive and satisfying customer experience with each contact.
- Collect all necessary problem details from customers to be able to effectively see the problem to resolution.
- Successfully reproduce customer issues in a controlled test environment
- Follow standard operational procedures for case management.
- Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
- Update knowledge base / create reusable documents, originating from patterns observed during customer issue troubleshooting.
- May need to work in morning and afternoon shifts.
- May need to provide weekend on-call support based on internal roster.
- BS in Computer Science or other technology related program or equivalent experience in implementing, and operating Java stack-based enterprise applications
- Up to 4 years applicable experience in supporting commercial off the shelf enterprise products.
- Understanding of following underlying technologies used by Edifecs solutions: Java, JMS, SQL Server/ Oracle, Web/Application Servers like Apache Tomcat/ IBM WAS
- Experience on at least one integration or ESB software such as Edifecs XEngine Server, TIBCO EMS, IBM Websphere suite, Webmethods, MuleSoft, Intersystems Ensemble
- Prior demonstrable experience in deploying and supporting high transaction volume applications on AWS.
- Good understanding of SOAP and REST based web services
- Prior experience troubleshooting performance problems that may have many underlying causes such as Disk, Database, Network, Messaging and other platform / 3rd party solutions.
- Prior experience in troubleshooting problems in java-based applications using opensource tools / JDK tools such as jstack, visualvm, jconsole, jmap and similar tools to identify memory issues, deadlocks, application performance.
- Ability to guide customers remotely through complex, multi-server deployments and upgrades for enterprise products.
- Familiarity with at least one non-Windows operating system (such as Linux, HPUX, AIX)
- Familiarity with EDI Standards such as X12, EDIFACT, HL7, NCPDP and knowledge of HIPAA transactions is a plus.
- Prior Scripting and Programming Experience for solving business problems preferred.
- Knowledge of various network and internet technologies and communication protocols: TCP/IP, sFTP, HTTP, AS2, etc. highly desired.
- Very strong written and verbal skills.