Production Support Engineer

2 weeks ago

Irving, United States Pinnacle Group, Inc. Full time

Production Support Engineer (W2 Only)

Irving, TX (Hybrid schedule)

12 Month Contract (Possible Extension or Hire)


No option for C2C

Only W2


Job Duties and Responsibilities:

  • Motivate a team of Applications Support professionals through performance, coaching and setting educational objectives.
  • Ensure timely and accurate handling of incident and request tickets within prescribed SLAs.
  • Ensure Application Support professionals provide excellent customer service in addition to resolving issues.
  • Prioritize projects for the Applications Support Professionals on a scheduled and real-time basis, as needed.
  • Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes, and reporting.
  • Acts as advisor or coach to new or lower level analysts; allocates work.
  • Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions.
  • Ensures all service level objectives are achieved or exceeded.
  • Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options.
  • Work with a sense of urgency to continually improve service levels and customer satisfaction.
  • Handle client escalations, as needed.
  • Ensure responsiveness to issues 24x7 working both with internal and 3rd party resources.


Education and Experience:

Bachelor’s degree or equivalent experience in computer science and/or related discipline.

  • Strong leadership, problem-solving and decision-making skills.
  • Independent thinker with the ability to perform under pressure.
  • Experience driving solutions to complex problems where the analysis of situations or data requires an evaluation of intangible factors.
  • Ability to work comfortably in ambiguous situations and optimize the teams’ resources to attain business goals and objectives.
  • Experience in Corporate banking or Financial Services.
  • Experience with Distributed Systems - Unix, Linux, Oracle, Cloud, SQL,
  • Experience with change control methodology.
  • Experience with Ticketing systems like Service Now.
  • Excellent interpersonal skills.
  • Must have a passion for supporting customers


Pay Range: $55 - $65/hr. on W2

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our fulltime consultants have access to benefits including medical, dental, vision as well as 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or wo

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