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Production Support Technical Lead Job
SAIC | Alexandria, Virginia
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Job Description

Production Support Technical Lead (Job Number:429017)


Support a large, cutting edge J2EE application and web application system in a production environment. The candidate will interact with users to understand, respond and resolve issues reported by a large user community. The candidate will conduct root-cause analysis of the reported issue and provide detail description of the analysis. In addition, the candidate will use SQL skills to update and execute data quality scripts and conduct root-cause analysis when data-quality falls below 99.9%. The candidate will monitor for system outages and escalate, as required. The candidate will be responsible for weekly reporting and communicating to management on the status of ongoing issues. The candidate will be responsible for triaging with different teams to resolve issues. Candidate will also be responsible for requirements analysis and must demonstrate analytical capabilities, strong writing skills, and excellent interpersonal skills. The candidate must have strong organizational skills, an eye for quality, and ability to communicate with a wide range of individuals (e.g., government executives, program experts, product owners, and technical experts). He/she must possess the ability to work effectively with system architects, developers, and testers. The candidate will be serving as a direct liaison between the SAIC support team and the customer.

Key Skills:

- J2EE, SOAP UI, REST, SQL, Unix Commands, Remedy, Splunk log monitoring, Data Analysis and strong communication skills Responsibilities
- Troubleshoot failures by analyzing the code, database and logs on server to identify root cause Assess impact of production outages and failures
- Escalation of production outages and failures to management
- Collaborate with external teams to triage and resolve problems and provide status
- Identify the need for and develop SQL Queries to identify and troubleshoot data problems Develop and maintain shell scripts for root cause analysis and data recovery.
- Identify, develop and maintain Java utility programs for automation of routine tasks.
- Respond to various types of outages ranging from enterprise wide outage to an isolated server outage
- Establish a process for and perform daily server monitoring tasks and prepare reports of errors from server logs for daily distribution.
- Identify and restore data outages that are resulted from server processing errors or server outages.
- Interact with customers and respond to difficult or non- reproducible issues.
- Organize, lead and direct the day-to-day activities of a sub-team of 4-5 junior developers Monitor and track technical activities to completion.
- Develop an in-depth understanding of customer business processes & requirements and be able to identify and categorize user reported issue into a defect, suggestion, future enhancement, user error, server problem or data problem.
- Represent the development sub-team in daily Scrum meetings; provide clear and concise status updates to and answer customer technical/business stakeholder questions.
- Escalate technical risks and issues to the Lead Architects and the Project Manager, identify and implement remediation steps, and manage to resolution.
- Monitor the support team performance to ensure that compliance with established quality standards and timely closure of tickets.
- Identify, develop and guide team members on standard operating procedures and develop knowledge base articles for future reference and troubleshooting.
- Participate in client communications via Webex, Email and Phone to resolve difficult issue. Perform troubleshooting steps from various perspectives to reproduce and identify root cause of problems noted by customers.
- Employ various strategies to ensure that client reported problems are resolved in a timely manner.
- Identify and escalate issues that require immediate attention to Project Manager and to team for follow up and resolution
- Manage team schedule and coordinate task between all 3 shifts.
- Collaborate with other team members to continue tasks from prior shifts and report back to next shift members.
- Collaborate with other engineers and product owners to analyze user reported issues and to document for correction in a future sprint /release.
- Provide weekly status reports to management and to customers



- Experience managing teams of 4 or more developers/support staff
- Excellent verbal and written communication skills
- Ability to describe technical solutions/options clearly and concisely and convey information to semi-technical project stakeholders
- 1+ year in experience with Help Desk /Customer support
- 5+ years overall experience developing complex J2E web applications
- Experience with one of the following ORM tools: Hibernate, iBatis, JPA
- Experience developing RESTful web services.
- Experience with the following configuration management tools: Subversion and build automation tools such as Jenkins.
- Experience authoring SQL queries and stored procedures
- Experience authoring and performance engineering SQL queries and stored procedures on MySQL is desired.
- Experience with Data analysis
- Experience with Linux Commands
- Excellent verbal and written communication skills
- Ability to work on different shifts and on weekends
- Good to have: Experience in ticketing system; such as Remedy
- Good to have: Experience in using Log reporting tools such as Splunk Clearance: The candidate must also be able to pass a security background check, including a credit check.
- The clearance is a Public Trust level.
- Candidates with a minimum of an active Public Trust clearance are preferred

Education Requirements:

- Bachelor's degree in related technical discipline and minimum of 5 years experience. Four additional years of experience may be considered in lieu of a degree.

SAIC Overview:SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC provides systems engineering and integration offerings for large, complex projects. Headquartered in McLean, Virginia, SAIC has approximately 15,000 employees and annual revenues of about $4.3 billion.

EOE AA M/F/Vet/Disability

Job Posting: Jul 11, 2017, 4:05:21 PM
Primary Location: United States-VA-ALEXANDRIA
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time

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