Responsible for providing tier 3 application and environment support for production and pre-production environments for GHX products.
Will work closely with internal GHX teams and resources to rapidly and effectively address customer issues.
Job Description
PRINCIPAL DUTIES AND RESPONSIBILITIES:
· Efficiently resolves customer issues with a high degree of professionalism, courtesy and friendliness.
· Strives to understand the needs and use cases of our customers.
· Acts as escalation point for technical issues that occur within Customer Support.
· Triages, recreates and debugs customer issues.
· Escalates issues to development and/or aide in technical resolutions as appropriate.
· Develops customer support processes to assist the support team as we grow.
· Contributes to application design, and implementations to ensure architecture meets 99.9% uptime goal.
· Participates in maintenance, operations acceptance testing and / or release activities.
· Interacts with cross-functional product development and marketing teams to ensure customer feedback is evaluated and integrated back into our product roadmap.
· Provides application performance tuning and debugging.
REQUIRED SKILLS (Must have a subset of the following):
· JBoss Application Server Administration.
· Tomcat Application Server Administration.
· WebLogic Application Server Administration.
· WebMethods Server Administration.
· IIS Application Server Administration.
· Apache Web Server Administration.
· Informatica Application Server Administration.
· Business Objects Application Server Administration.
· Working knowledge of Unix / Linux command line environment.
· Working knowledge of Unix / Linux shell scripting.
PREFERRED SKILLS:
· Thread Dump analysis experience
· JVM tuning experience
· Solaris Administrator certification
· CCNA
· MSCE
· Oracle Administrator certification
· EDI (ANSI/X12) and XML knowledge
· Veritas Cluster Manager
· JVM monitoring tools (jvmstat, etc.)
· Network monitoring (snoop, NetMon)
· AS2 (Isoft Commerce Suite)
REQUIRED QUALIFICATIONS:
· Bachelor’s degree software engineering, computer science or in a related discipline, or combination of education and related experience.
· Must be able to work from own initiative, learn quickly, and function effectively with team members in a high pressure environment.
· Must possess effective listening, verbal and written communication skills.
· J2EE or .Net application production/customer support experience.
· Ability to work in a fast paced and dynamic team environment.
· History of delivering high-quality support with an emphasis on customer service.
· Experience with task automation.
· Experience with environment monitoring tools (ProActiveNet or SiteScope).
· Previous production on-call experience.
· Must be able to occasionally work a varied schedule to ensure the team provides 24/7/365 support to customers.
· Ability to seek alternative sources of information.
GHX provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.
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The Performance Test Analyst will function as a member of the Architecture and Performance team in the areas of systems analysis and data collection specific to performance and operations testing of new solutions. This individual will work with the team to develop testing criteria, configure environment parameters, execute test scenarios, analyze results and provide recommendations. This individual will also be required to assist operations and support staff on Production adoption of services once testing is completed.
Essential Duties and Responsibilities
· Provide high-level support in the areas of web, application and system analysis
· Responsible for planning, design, execution and analysis of test scenarios against internally developed, 3rd party, and other web-based platforms
· Creation and maintenance of automated test scripts for functionality and performance testing.
· Documentation of all test scenarios and outcomes
· Testing of products based on Business Process analysis and Engineering specifications
· Provide recommendations for promotion of solutions based on testing outcomes
· This role requires excellent written and verbal communication skills, and will often present solutions and ideas to technical, non-technical audiences.
· Ideal candidates will have 3-5 years in Information Technology, with diverse knowledge in Performance Testing Products, Networking, Systems Administration, Application Engineering, QA and Database Interaction.
Qualifications
· Must be able to work from own initiative, learn quickly, and function effectively with team members.
· Information Technology Background with 1-3 years experience in hands-on experience
· Experience with applications/services delivered over the Internet
· Ability to work in a fast paced and dynamic environment.
· Experience with task automation
· Experience with environment monitoring tools (ProActiveNet, SiteScope, Nagios, Patrol, etc).
· Experience with performance testing tools (LoadRunner (preferred), jmeter, QTP, etc)
· Basic understanding of database operations including structured query languages (PLSQL/TransactSQL).
· Advanced knowledge of interacting with UNIX operating systems (Solaris/Linux preferred), including shell scripting, debugging
· Unix Shell Script and/or PERL scripting preferred.
· Ability to seek alternative sources of information (required)
Education / Certification
High School Degree (Required)
Solaris Certification (Preferred)
CCNA
Bachelors Degree
MSCE
Associates Degree (required)
Technical Skills (must have a subset of the following):
JBoss Application Server Admin
Understanding of OSI Model
EDI (ANSI/X12) and XML knowledge
Weblogic Application Server Admin
JVM monitoring tools (jvmstat, etc)
DBMS (SQL, Oracle) (preferred)
WebMethods Server Administratrion
Network monitoring (snoop, NetMon)
AS2
IIS Application Server Admin
ETL (Informatica/DataIntegrator)
Unix shell scripting
Veritas Cluster Manager
Business Objects
Sun Solaris 10
Apache Administration
VM Ware
Solaris Zoning
Microsoft SQL 2003/2008
Unix Virtualization
LDOM
Oracle Database Server
Windows Server 2003 (or higher)
Red Hat Linux
Network Load Balancers (Cisco/F5)
GHX provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.
