Overview
The Senior Operations Engineer works primarily with enterprise customers of Edifecs Enrollment Management (ENR) products, proactively assisting them with post- implementation support, configuration, upgrade, troubleshooting and day to day operational management. Responsibilities include taking a proactive role working with the Engineering team and Customers to triage and resolve technical, and application-related issues which impact product performance in customer-specific environments, or issues that directly hamper a broader customer adoption of Edifecs products. In addition to working with customers, Senior Operation Engineer will work closely with cross-functional teams, including development, infrastructure, and business teams, to identify and resolve operational issues, implement improvements, and contribute to the overall success of the organization's technology ecosystem.
Responsibilities
- 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, build custom tools and utilities, creating ad-hoc reports / queries as per requirement.
- Provide L2, L3 level technical support to enterprise clients related to technical and operational aspects of the products.
- Perform root cause analysis of the problem and implement long term solution.
- 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 permanent fix.
- Develop, enhance and maintain custom monitoring and alerting systems to detect and resolve issues proactively.
- Create and maintain deployment standards, ensuring consistency and accuracy in the release process and maintain code repository.
- Continuously and proactively find opportunity to automate the current manual operation tasks to improve overall efficiency.
- Provide workarounds or temporary fixes to the client to avoid processing disruption
- Proactive management of submission cycles, and reactive management of customer reported cases / issues.
- 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
- Deliver a consistent, responsive and satisfying customer experience with each contact.
- Continuously improve troubleshooting skills, product expertise, and knowledge on related technical topics
- Enhance the knowledge base and generate reusable documentation by identifying recurring patterns during customer issue resolution and Share knowledge and expertise with team mem