Sr. Production Support Engineer

Sr. Production Support Engineer for Retail Services and Systems, Inc. dba Total Wine & more to report to our Bethesda, MD loc. but working at multiple unanticipated locs in USA. May telecommute as necessary. Diagnose + triage issues to ident + articulate the cust + business impact + priority. Troubleshoot complex issues + coord w/ business + tech teams to drive issues to resolution + meet agreed SLAs. Doc incident summaries + prov clear supp data + analysis. Impl + config tools + process req'd for automated monitoring, alerting + reporting. Impl custom queries, reports, alerts + dashboards in Splunk + New Relic. Perf tech analysis using monitoring tools + querying to troubleshoot issues, identify root cause, + exec maintenance ops. Ident + doc SOPs for maintenance tasks. Manage incidents in software develpmnt lifecycle; escalate approp issues + act as escalation supp. Determine test plan + participate in testing of prod fixes. Guide + coord vendor activities + deliverables + ensure accuracy, HQ + adhere to standards. Commun issues status + rel info to cross-funct teams at all levels. Generate + monitor reports on site health + perf. Monitor email + ticket updates of Jr analysts to ensure accurate, prof, + efficient responses. Gen ticket reports to track response + resolution times to service level targets. Mentor Jr. Support Analysts to guide understanding of dept + company policies + best practices. Rep Production Support team in meetings + discussions w/ company leadership + third party vendors when needed. On-call rotation supp incl LOD rotation as needed. Little domestic travel may be involved. May undergo background checks. Must have Bachelor's in Comp Sci, IT, rel Eng or other rel field and 3 years rel exp in one of the following; software development, IT, database administration, or technical support or 8 years rel exp in one of the following; software development, IT, database administration, or technical support. Apply at https: //jobs.jobvite.com/totalwine