Engineer, Revenue Applica – Salt Lake City

II.Essential Functions: The fundamental job tasks, duties, and responsibilities that are necessary to the position.

Á•Accountable for timely resolution of problem tickets through the Remedy issue management and tracking system
Á•Provides Level 2 escalation services for Revenue application-related issues
Á•Troubleshoots reported issues, performs root cause analysis and escalates issues to application developers, as appropriate
Á•Continually monitors application health by reacting to application alerts and proactively identifying issues to be addressed
Á•Ensures availability of Revenue applications is in line with Service Level Agreements (SLAs)
Á•Calculates and reports weekly and monthly metrics (major issues, outages, uptime, etc)
Á•Works with business partners on implementing patches and upgrades to licensed software and manages staging environments for licensed software
Á•Provides on-call support on a 24x7 basis
Á•Provides production push operational support during Revenue application releases
Á•Produces documentation to support the Revenue applications including standards, procedures, processes, configurations, and internal best-practices
Á•Serves as technical liaison to business partners to facilitate problem resolution
Á•Clearly communicates problem/resolution process to customers and management
Á•Utilization of continuous improvement techniques to ensure the infrastructure attains maximum performance, security and availability
Á•Routine system administration tasks including: installation of server software products, configuration of technical environment, problem response and analysis
Á•Routine tasks also include preparation of Application Support documents and execution of Support activities as well as on-call responsibilities

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