Tier 2 Production Support Engineer - Job ID 3069

#Location - US Remote -  Hybrid/Bridgewater, NJ

About iconectiv
Your business and your customers need to confidently access and exchange information simply, seamlessly and securely. iconectiv's extensive experience in information services, digital identity and numbering intelligence helps you do just that. In fact, more than 5K customers rely on our data exchange platforms each day to keep their networks, devices and applications connected and 2B consumers and businesses protected. Our cloud-based information as a service network and operations management and numbering solutions span trusted communications, digital identity management and fraud prevention. For more information, visit www.iconectiv.com. Follow us on X and Linkedln.

Responsibilities: 

iconectiv is seeking a Tier 2 Production Support/Ops Engineer. This is a production support role, requiring the individual to be available for 24x7 on-call support as needed, including nights, weekends, and holidays in alignment with our incident management protocols. The incumbent in this position will provide end user support of applications and iconectiv product that is deployed in customer’s data center in USA. Strong Customer service, strong technical and troubleshooting skills and other soft skills are non-negotiable, while basic PC, laptop and network connectivity troubleshooting skills are a must. We are looking for a technical individual who has hands on experience for supporting proprietary and critical business applications while providing outstanding customer service to our tier 1 customer. This person must demonstrate very good technical skills, very good communication skills (both written and verbal) have self-initiative and self-direction in a fast paced, growth-oriented company. 

Key responsibilities include:

• Support the restoration of the application and service operation as quickly as possible to minimize the impact to customer’s business operations. 
• Hands on familiarity with troubleshooting of Linux files, logs, intermediate shell scripting, networking, connectivity, SQL query understanding and able to write SQL queries are a must and non-negotiable skillsets
• Hands on familiarity with local number portability is a must, having worked hands on in similar capacity is a must

Participate in a 24x7 on-call rotation and respond to major incidents, alerts, and escalations with urgency and ownership.

• Have worked hands on in similar capacity is a must
• Responsible for planning and coordinating all activities required to perform, monitor, and report on the incident remediation and Disaster Recovery efforts. 
• Can act as the Point of Contract (POC) for all Major Incident support and coordination when working in shift Responsible for the effective implementation of the Incident Management process and ensuring that incidents are managed and reported in accordance with the ITIL Incident Management process. 
• Shall be the representative for the first stage of escalation for Incidents.
• Responsible for managing Tier 2 incident responses and resolutions.
• Responsible for ensuring that all incidents are properly resolved and closed. Responsible for providing recommendations to the Lead for the continuous improvement of Incident Management Process. 
• Represent iconectiv and act as the direct link/ liaison between our engineering staff and the customer during day-to-day operations. 
• Support the following types of calls, questions, or tickets:  Customer Service, Application Troubleshooting.
• Assimilate all the training provided associated with the application, and processes/procedures.
• Gain a full understanding of internal processes and assist where needed. 
• Participate in discussions & brainstorming, review sessions on architecture, design, and logic. 
• Work closely with a great, close-knit team. 

 Requirements: 

• B.E degree in Computer Science, Electronics or Electrical Engineering is preferred
• Excellent hands-on troubleshooting with Java Application Middleware; specifically, Red Hat JBoss Enterprise Advanced Platform, Oracle Cloud or  Amazon Web Services Cloud infrastructure is required 
• Understanding of Relational Database Management System concepts and writing SQL queries; especially in the Oracle Database and MySQL is required
• Familiarity with the following languages and technologies: Java, SQL, JSON, HTML, JavaScript, Web Services, XML, CSS, Python, Shell, Source Control and Configuration Management tools
• 8 + years of customer service experience 
• Excellent technical troubleshooting experience is necessary
• Excellent phone and verbal communication skills
• Application support experience is a Must 
• Superior MS Office Skills – Excel, Word, Outlook are heavily used
• Strong business writing skills and the ability to author professional memos, reports, and correspondences 
• Experience with reporting, metrics, SLA management, and quality assurance 
• Strong organizational skills and the ability to build effective working relationships
• Excellent work ethics and customer focus 
• Initiative, critical thinking and good follow through are key characteristics 
• Any experience with Service Now or Jira or similar ticketing system is a must 
• ITIL certification is preferred 
• US Citizenship required

 **Hybrid employees must live within 75 miles of the iconectiv office in Bridgewater, New Jersey, which is the in-person office location where the employee will report when working in-person

 Additional Skills: 

• Previous participation in a complete, ground-up product deployment 
• Proactively monitor application performance, logs, and system health using tools such as Grafana, Prometheus, Nagios, or equivalent. Recommend and develop automation scripts to improve system reliability and reduce manual intervention.”
• Document knowledge articles, incident resolutions, and playbooks for operational continuity. Assist in training Tier 1 support and serve as SME for internal escalation when needed
• Support and validate production changes, deployments, or patches. Participate in Change Advisory Board (CAB) discussions where required
• Lead and support root cause investigations and contribute to post-incident reports to improve long-term system resilience
   Ensure support activities meet audit/compliance requirements, including access control, logging, and data handling per customer/regulatory standards
• Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines
• Willingness to work in a 24/7 environments in case the need arises 
• Experience working with a diverse, global community is preferred
• Develop the ability to sense issues and activities and communicate/escalate effectively 

At iconectiv, we expect to pay between $97k- $140k for this role. This role is eligible for variable pay (bonus). The final pay offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and years of experience within the job, the type of years and experience within the industry, education, skills, abilities and geographic region.

Benefits: On the first of the month following date of hire, employees working more than 30 hours/week are eligible for medical, dental, vision, disability (short and long term) and basic and supplemental life insurances. Employees will be eligible to participate in our Company’s 401k plan and will be eligible for Company Matching and Automatic Contributions. Employees will also receive annual allotments of paid time off in the form of Vacation Days, Floating Holidays, Personal Business Days, a Volunteer Day, as well as paid holidays and paid sick leave. 

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore, employees assigned may be required to perform additional job tasks required by the manager.

We are proud to be an EOE Minorities/Females/Protected Veterans/Disabled employer. The Company’s status is a VEVRAA Federal Contractor. Request Priority Protected Veteran Referrals. We maintain a drug-free workplace and perform pre-employment substance abuse testing.