Lead Support Engineer

  • Company: AmerisourceBergen
  • Posted: December 03, 2016
  • Reference ID: 00001GL1

Under general direction of the Manager of Applications Development the incumbent is responsible for the general [Tier II / Level 2] support of Web6 (e-Commerce System). Duties include but are not limited to responding to service requests and production incidents, creation/maintenance of knowledgebase articles, RCA write-ups, follow up with business representative and IT. General knowledge of integration, and maintenance of systems software - specifically focused on Microsoft .NET technologies is required, background in eCommerce in a B2B preferred.
  1. Provides technical leadership in the diagnosis and resolution of issues utilizing advanced application debugging within the Web6 eCommerce system.
  2. Designs and develops web applications and tools to improve the supportability of the system.
  3. Responds to Service Requests within the given SLA.
  4. Works through production issues (incidents) until service is resumed.
  5. Works with users and other teams to come up with possible workarounds to problems.
  6. Report defects found in Pre-Production and Production to QA and Development teams; work closely with these teams to ensure timely resolution of these issues
  7. Provide after-hours on-call support to issues as they arise and works to schedule associated 24X7 coverage with other team members.
  8. Conducts root cause analysis (RCA) with related teams, including but not limited to development, operations, service management, quality assurance and end-users.
  9. Identifies and resolves system defects during emergencies in order to provide continuous business operations.
  10. Interacts with project manager, business analysts and development staff regarding project status and user requirements to promote an environment with improved productivity and satisfaction.
  11. Provides leadership, mentoring and training for entry-level team members.
  12. Performs related duties as assigned.

Requires some training in fields such as computer sciences/information systems or similar vocations generally obtained through completion of a four year Bachelor's Degree program, or equivalent combination of experience and education.
Requires a minimum of five (5) years directly related and progressively responsible experience.
Thorough understanding of production level support methods is required.
  1. Candidate must possess a minimum 5 years of custom software support based on Microsoft .Net technologies
  2. Strong analytical, problem-solving and conceptual skills
  3. Candidate must be detail- oriented and possess excellent written and verbal communication skills
  4. Ability to a prioritize a multi-stream work load and consistently meet deadlines
  5. Strong organizational skills
  1. Development experience in Web-based Applications - ASP.NET, C#, jQuery, JavaScript, HTML/HTML5, and CSS/CSS3
  2. Development experience in ASP.Net MVC 4/5
  3. Development experience in Windows Communication Foundation (WCF)
  4. Development experience with Microsoft SQL Server programming is required
  5. Development experience creating custom web parts and features using Microsoft SharePoint Server 2007 is required
  6. Understanding of object-oriented programming & design along with design patterns knowledge
  7. Experience with design and development of service oriented architecture (SOA). Includes experience with Web Services, Remoting, SOAP and WCF.
  8. Experience in Content Management System (CMS) development utilizing Kentico or similar software such as SiteCore
  9. Experience using Team Foundation Server (TFS)

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