Position Title: Engineer Applications Server (LSC - On-Site)
Position Summary
The Engineer Applications Server maintains and supports users and solutions throughout the Systems Operations Center as well as companywide. The Engineer leverages available technologies, and customer service skills to provide a level of service that is aligned with the organization’s objectives, initiatives and the business needs. The Engineer installs, maintains, and troubleshoots software and hardware. The Engineer works with other IT groups within the company as well as business partners to maintain systems and applications.
Essential Responsibilities
- Responsible for day-to-day monitoring of the Windows Server, Azure and applications environment
- Monitor, configure, support, and troubleshoot desktop and server based applications on a local and remote level throughout the enterprise
- Perform routine health checks against our Citrix computing environment
- Monitors the environment using tools Sumo Logic and AppDynamics dashboards
- Provides timely escalation for issues based on predefined levels for mission critical applications
- Owns and drives proper resolution of incidents via the Incident Management process
- Opens, updates, and closes Incidents and Requests tickets via ServiceNow ticketing tool
- Partners with other IT Teams and business partners as needed
- Use a proactive approach to problem resolution, aimed at reducing the number of reported incidents and enhancing the technology experience for the business
- Ensures timely and courteous service is delivered at all times
- Revises documentation as new information or processes are identified
- Follow the handover process documented to bring the next shift up to speed and highlight priority items or issues
- Other duties as assigned