Summary/Objective
Join a dynamic and energetic team responsible for the continuous monitoring (24x7x365) of multiple SIT applications and responding to alerts and potential issues. The person should be willing and able to work various shifts to accommodate 24-hour coverage if needed. The person must be able to multitask and manage multiple systems individually or as part of a team. This work includes leveraging various automated and manual performance reporting monitors to determine if an issue exists and its severity, timely reporting of events and performance statistics, contacting the group responsible for the application and providing a recommendation for a resolution of the incident. A detailed record of all incidents and their resolutions shall be tracked for future evaluation and trending purposes.
This person may interact with project leads, project managers, implementation staff and development. The person may also collaborate with other analysts, infrastructure support personnel, and application support personnel. Consequently, this role requires excellent customer service, verbal and written communication skills and the ability to work closely with CBP to identify and resolve IT issues.
Essential Functions/ Responsibilities
- Respond to alarms and events emitted from the application and take action to address them in a timely manner
- Identify gaps within the current monitoring infrastructure and create/enhance tools to address them
- Perform root cause analysis on events by utilizing logs, tools and available documentation
- Contribute to documentation to improve resolution time
- Assess the impact of potential client or platform-wide incidents and escalate to the appropriate teams
- Conduct proactive health checks for high priority clients on a regular interval, identifying and remediating issues discovered
- Work closely with the technical support team to improve the customer experience
- Work shifts that cover daytime, off-hours, and weekends (24x7x365)
Supervisory Responsibility
This position does not have any supervisory responsibility
Education and Experience
- B.Sc Degree in Computer Science or Engineering from a leading University
- Three or more years of experience in a NOC or application monitoring role
- Experience with logging/monitoring tools (Kibana, Grafana, Prometheus, Splunk)
- Familiarity with Linux and the command line interface
- A working understanding of web infrastructure (Web servers, load balancers, application servers)
- Effective written and verbal communication skills
- Ability to work the night shift on a regular basis
Nice To Have Skills:
- Experience with scripting/programming languages (Bash, Java, Python)
- Experience with front end web interfaces (HTML5, Javascript, CSS3)
- Cloud technologies (AWS, GCP, Azure)
- Web stack administration
- Database experience with Oracle and PL/SQL
- Networking experience
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.
Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to and/or move up to 25 pounds.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, during normal business hours. Occasional evening and weekend work may be required as job duties demand.
Travel
There is no travel requirement.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
EEO Statement
Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.
Reasonable Accommodation
Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.
An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.