<p>This position will provide in-depth technical support for incidents and will need to engage other support personnel such as IT, additional IOT staff, and Production Engineering groups. Will communicate with internal customers, keeping them informed of the status of the incident and next actions being taken to resolve. Provides support to resolve incidents associated with production OT systems including but not limited to Application, db, server, network, API.</p> <p>Key Duties and responsibilities -</p> <ul> <li>Utilizes in depth knowledge of IOT applications to analyze and correct problems associated with manufacturing lot trace management system due to incorrect use, input, setup, etc. Determines if problem is code related and if so, escalates to Development staff. </li><li>Clearly and concisely communicates current condition, actions taken and next steps to resolve incident to chain of command and stakeholders utilizing standard communications protocols such as teams, outlook, etc. </li><li>Coordinates identification of root cause and countermeasure implementation for prolonged incidents. Reports status and completion to chain of command and stakeholders. </li><li>Has access and ability to analyze the necessity and conduct server reboot when needed. </li><li>Utilizing an understanding of overall system components and their interaction, determine when and whom to engage in order to restore normal production operation, including escalation to development team, or other DX IT members. </li><li>Conduct complex searches based on customer requests to provide part information utilizing SQL queries. </li><li>24/7 on call emergency support rotation required. </li><li>Up to 15% North America travel required. </li><li>Develop documentation, create training plans, and conduct training for Helpdesk and other support staff. </li><li>Utilizes tools such as Sys internals, Grafana, Gray-log to analyze and correct in house application specific problems </li><li>Conducts initial investigation into server issues related to IOT systems and identifies and resolves issues with CPU/memory usage and services. </li><li>Coordination of incident resolution activities for IOT systems. </li><li>Creation of tables for new product in lot trace management systems </li><li>Proactively and promptly responds to customer Service, Incident, Change, and Problem requests </li></ul> <p>Skills and Abilities -</p> <ul> <li>Understanding of Manufacturing processes and how these processes relate to IOT applications such as lot trace management, warehouse management systems, andon systems, etc. </li><li>Must possess a very strong ability to effectively analyze and repair complex, highly integrated IT/OT systems. </li><li>In depth understanding of IT/OT infrastructure systems and tools and ability to utilize these to analyze and correct issues related to these systems. </li><li>Excellent written and verbal communication skills </li><li>Strong commitment to excellent customer service </li><li>Ability to coordinate activity with other internal groups whose systems are dependent upon or provide input to OT systems. </li><li>Relational understanding of and ability to analyze and correct system issues related to API, server, network, gateway devices, db and others. </li><li>Knowledge of OT systems utilized in the manufacturing environment as related to IOT data etc. </li><li>Strong knowledge of networking technologies and terminologies including sub-netting, IP addressing, VLAN's and troubleshooting </li><li>Excellent analytical skills with an ability to independently evaluate and develop innovative solutions to complex problems, applying knowledge of specialty area and use of sound judgement </li><li>Ability to properly use ticketing system in order to respond to customer requests and appropriately document requests and resolutions </li></ul> <p>Education/Experience</p> <ul> <li>High school diploma or equivalent </li><li>2 years of similar experience </li></ul> <p>Preferred</p> <ul> <li>Associates Degree in relevant field </li><li>Relevant Certifications </li><li>3 plus years experience </li></ul>