Details:
Stefanini Group is hiring!
Do you want to be a part of a highly innovative, digitally transformative team and work on cutting edge, state of the art technologies?  If yes, then this is for you! Exciting opportunity awaits, let us help you get started.
For interested applicants, click the apply button or you may reach out to Shiela Paulino at (248) 936-0654 for faster processing. Thank you.
Open for W2 candidates only.
We are looking for a Level 2 Application Support Engineer (Remote to start) who will be part of a group that is responsible for the maintenance and support of firm applications. This function has broad knowledge of the business functions to resolve critical and strategic business technology challenges. The team member is responsible for adherence to Service Level Agreements for Level 2 application support services as defined by the company's IT Operations.
Responsibilities:
• Triage of single user issues to gather data, replicate the experience and document findings for further troubleshooting
• Troubleshoots and provides solutions for technical questions and issues or routes to appropriate escalation group
• Maintains an understanding of the functional aspects of the application(s) from a business and user perspective including: purpose, capabilities, limitations and use within the business
• Performs UAT and QA functions for new software releases as time permits
• Effectively uses all support tools available and demonstrates knowledge of available resources
• Participates in operations calls, reporting current trends/issues to drive continuous improvement of process and user experience
• Updates ticketing system with accurate information in a timely manner to maintain or improve upon SLAs
• Creates and maintains technical documentation that can be used by service desk to resolve user escalations upon first contact or used by end users directly
• Identifies opportunities to shift the resolution of user issues to the closest level of first contact
• Rotation shifts for on-call and weekend support required
• Ability to work flexible hours/schedules during times of increased business activity
• Onboarding of new processes, procedures, related to new applications and services by partnering with project/product leadership to ensure repeatable predictable outcomes for Operations support team members
• Provide time critical updates to I.T., business, and vendor contacts during and after major incident response
Details:
• Demonstrates thorough abilities and/or a proven record of success as a team leader in the following areas: • Troubleshooting issues across multiple layers including application servers, databases, network/firewall, or end user;
• Generating reports using custom database queries for use by the business teams;
• Overseeing the rollout of a new version of an application in Stage and Production environments;
• Consolidating common requests or reports into scripts and queries which can be used by other support team members or end users;
• Monitoring server reports and application logs for trending issues that may be symptomatic of larger incidents;
• Communicating with Service Management, DBA, and dev teams to related to new processes and procedures;
• Composing and maintaining application knowledge bases for day-to-day use;
• Configuring servers to host new applications;
• Creating IP addresses, firewall rules, OpenAM, SNOW configuration items and related tasks;
• Monitoring, maintaining, and testing system availability for business continuity; and,
• Providing operational support which includes quality control, access provisioning, patching assistance, deployment assistance, and application support. ITIL Foundation certified a plus
• Minimum Year(s) of Experience: 2
• Minimum Degree Required: High School Diploma or GED
• Degree Preferred: Bachelor's degree in computer science, information technology or a related discipline
• Certs/Training Preferred: ITIL Foundation Certification, Microsoft Certified Professional or other IT related learnings
Knowledge Preferred
• Experience handling incidents and service requests in a 24/7 production environment
• Hands on experience with ServiceNow or other ITSM tools
• ITIL service management principles, LEAN or Six Sigma training a plus
• Proficient in Microsoft Office suite and Google suite
• Understanding of local and wide area networks, protocols and simple network troubleshooting in a multitiered, load balanced environment
• Some basic knowledge of Microsoft web, application and database servers (IIS, .NET, MVC, SQL, SSIS, SSRS)
• Experience and confidence working with all levels of management, acting as the liaison and central point of contact for production issues
Skills Preferred
• Excellent organizational, written and verbal skills with ability to communicate effectively with all levels of firm
• Some background in networking, Azure cloud technologies, active directory administration, system or database administration a plus
• Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to actively participate in large Incident conference calls with a wide range of personnel and management levels
• Experience with data analytics and reporting technologies such as PowerBI, Tableau, Splunk or Qilkview
• MS SQL, IIS, PowerShell, Web Applications, Azure DevOps, Azure Services, Splunk,AppDynamics, PowerBi, familiarity with .net, node,js or java, Windows adminsitration,Docker, Elastic Search, RabbitMQ,API's, SOAP UI, ServiceNow
• Strong troubleshooting skills (Web Applications), ability to read / undersatnd exception logs, Change Management, ITIL
Who we are?
The Stefanini Group is a global provider of offshore, onshore and near shore outsourcing, IT digital consulting, systems integration, application and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like Americas, Europe, Africa and Asia, and more than 400 clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting, company with global presence. We are CMM Level 5 company.