Application Management Engineer

This role provides first point of contact for Clients seeking technical assistance and support in maintaining their websites and system. The role must be able to work night shift, be able to perform remote troubleshooting through diagnostic techniques and determine the best solution or escalate based on the issue and details provided. Good communication skills, teamwork, customer centric focus and the ability to work in a fast-paced environment is required.  The main responsibilities of the Application Management Engineer include:    Provides incident & problem management services for resolving customer technical issues on enterprise environment particularly production webserver, application and infrastructure  Acts as first point of contact for customer technical issues and manages & troubleshoots issues on website/storage/server/virtual environments based on vendor best practice processes and industry standards  Will be responsible for monitoring and managing a number of customers’ environments across storage and server hardware & operating system software (including Windows, UNIX and Virtualised environments)  Manages escalated infrastructure support issues, coordinates communications with third parties (Optimizely, Avensia Storefront, Azure Cloud, etc) to resolve complex issues and escalating to senior support teams as required  Participates in managing customer change requests and problem ticket resolution  Provides periodic environment reviews and suggestions for enhancement of services or resiliency of environments  Works with Service Delivery Managers to propose enhancements to client's environment in order to optimize production server monitoring  Keeps current with manufacturer technical certifications, specialization exams, and licenses  Documents procedures for Operations teams  Supports and conducts self in a manner consistent with customer service expectations  Able to work in 3 different shifts with regular rotation  Day shift:  from 6:00 AM to 2:30 PM  Evening shift: from 2:00 PM to 10:30 PM   Night shift: from 10:00 PM to 6:30 AM   Quality improvement tasks  Take initiative in improving on reporting, processes, workflow and client outcomes  Identify possible risks throughout the process and properly communicate to related superiors for solutions  Study and share new techniques, practice, tools and share for team members  Take initiative in self-improvement for professional and personal excellence